Practice Receptionist

We are looking for a Practice Receptionist to work at our busy and well-regarded practice in Teddington. You will be part of our friendly reception team, working on the front desk, helping patients, and carrying out administrative tasks.

Job Summary

Welcome, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general administration to the practice team and project a positive and friendly image to patients and other visitors, either in person, online or via the telephone. Manage the entry of clinical correspondence and codes into patients records, carry out scanning of clinical correspondence and code relevant information from hospital correspondence and other sources into the practice computer system (Medicus). Help with the administration of repeat prescription requests and online triage requests.

Key Responsibilities

• Receiving patients at the Practice
• Respond to patient queries appropriately (e.g., requests for test results)
• Process online triage and appointment requests for all types of appointments from patients by telephone, online, and in person
• Taking booking information from patients and booking or referring them to the appropriate service
• Coding the information into the practice clinical system
• Scanning of letters and relevant correspondence into patients notes
• Ensure that correspondence and medical records received (whether in paper form or electronically) are actioned appropriately
• Shred and photocopy as requested
• Respond to online triage requests and emails, in line with practice policy
• Registrations of new patients - computer data entry and medical records
• Process repeat prescription requests in accordance with Practice guidelines
• Data entry onto the computer system (e.g., immunisations, administrative notes)
• Clear rooms after surgeries and restock as required
• Ensure that the reception and waiting area are kept clean and meet IPC requirements
• Have working knowledge of the telephone system, including after-hours use
• Ensure building security, with thorough knowledge of doors, windows, and alarm system
• Provide assistance to clinicians during their clinics as required
• Any other tasks allocated by the manager
• Have thorough knowledge of all Practice procedures and work in accordance with written protocols
• Audit data collection standards in the practice
• Summarise patient notes, separating letters and results, adding summary cards, and ensuring notes are in date order; update patient records including past history and any relevant codes
• Carry out searches, audits, and recall tasks required by doctors, nurses, and the manager; troubleshoot the clinical database; report faults to the software supplier; and track progress
• Initiate data quality improvement projects proactively

About the Practice

Park Road Surgery is based in Teddington, in SW London. We are a busy surgery with about 12,600 patients. Our team comprises 10 GPs, 2 nurses, a HCA, a phlebotomist, 2 pharmacists and a full team of receptionists/administrators, and we are a training practice with 2 trainee doctors.

We use the Medicus clinical system. This is a new system and we are proud to have helped develop it. Training will be given to new members of staff on the clinical system.

Confidentiality

• In the course of seeking treatment, patients entrust us with sensitive information in relation to their health and other matters. They expect staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients, their carers, practice staff, and other healthcare workers, as well as to information relating to the practice as a business organisation. All such information is strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

• Use personal security systems within the workplace according to Practice guidelines.
• Identify the risks involved in work activities and undertake them in a way that manages those risks.
• Make effective use of training to update knowledge and skills.
• Use appropriate infection control procedures, maintain work areas tidy and free from hazards.
• Report potential risks identified.
• Follow IPC guidelines including wearing PPE as required and cleaning workstations and communal areas.

Equality and Diversity

• Act in a way that recognises the importance of people's rights and interprets them in a way consistent with practice procedures, policies, and current legislation.
• Respect the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
• Behave in a manner that is welcoming, non-judgmental, and respects individuals' circumstances, feelings, priorities, and rights.

Personal/Professional Development

• Participate in an annual individual performance review, including maintaining a record of personal and professional development.
• Take responsibility for own development, learning, and performance, and demonstrate skills and activities to others undertaking similar work.

Quality

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions.
• Contribute to team effectiveness by reflecting on own and team activities and suggesting improvements.
• Work effectively with individuals in other agencies to meet patients' needs.
• Manage own time, workload, and resources effectively.

Communication

• Communicate effectively with team members, patients, and carers.
• Recognise needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services

• Apply Practice policies, standards, and guidance.
• Discuss with other team members how policies, standards, and guidelines affect own work.

Participation in Audit and Team Meetings

Participate in audit and team meetings where appropriate.

Person Specification Qualifications

• GCSEs at grade C or equivalent (or 4-9), including English and Maths (essential)
• Training in administration/clerical duties at NVQ level or above (desirable)
• NVQ Level 2/3 in Customer Services or Health Care or related discipline (desirable)

Experience

• Computer literate with ability to use the required GP clinical systems.
• Attention to detail, able to work accurately, identifying errors quickly and easily.
• Excellent understanding of data protection and confidentiality issues.
• Excellent verbal and written communication skills with team members, patients, carers, and other healthcare professionals; ability to adjust communication style.
• Committed to own continuing personal development and ability to support others to develop and progress.
• Experience of working in a medical or primary care setting.
• Awareness of Data Protection Act and need for confidentiality of information.
• Has a planned and organised approach with ability to prioritise workload to meet strict deadlines.

Personal Skills

• Works effectively independently and as a team member.
• Flexible approach to meet service needs and ensure a stakeholder focused response.
• Self motivated and proactive.
• Continued commitment to improve skills and ability in new areas of work.
• Demonstrates excellent interpersonal and communication skills.
• Commit to a DBS Check.
• Able to undertake demands of the post with reasonable adjustments if required.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.