Receptionist (Minimum 2 years GP Surgery Experience)

Receptionist (Minimum 2 years GP Surgery Experience)

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Undertake a variety of administrative duties to assist in the smooth running of the practice, including secretarial and clerical support to clinical staff and other members of the practice team.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Job Responsibilities

• Ensure friendly service for patients, visitors and staff and handle enquiries efficiently.
• Provide a welcoming and efficient telephone and counter service.
• Explore patient queries fully and refer to procedures, guidance, colleagues or senior staff when uncertain.
• Book, cancel, rearrange appointments and manage home visits.
• Process repeat prescriptions, ensuring appropriate checks are made.
• Explain appointment and prescription systems to patients.
• Respond to emergencies promptly, ensuring access to care is not delayed.
• Arrange ambulance and interpreter services as required.
• Extract and file medical records and correspondence accurately.
• Collect and enter patient information into the computer system accurately.
• Contact patients as appropriate and keep track of all tasks to ensure timely completion.
• Take payments for chargeable services, issue receipts and secure cash appropriately.
• Open and close the practice, lock up the building as required.
• Maintain the reception area and waiting room clean and tidy.
• Stock leaflets and organise displays.
• Register new patients and process changes of details, ensuring all checks are made.
• Operate the registration links system for timely transaction processing.
• Maintain paper patient records, including sorting, filing and sending.
• Operate laboratory results systems (paper and electronic) and give authorised results to patients.
• Chase up and process outstanding results.
• Operate call and recall systems (e.g., cervical cytology, chronic disease) and send letters to patients.
• Provide administrative support for medical reports, examinations, forms and other clinical documentation.
• Record out-of-hours and other patient contacts, attach correspondence to the correct patient and task the relevant GP.
• Complete forms accurately and on time.
• Carry out audit and collate statistics as requested.
• Shred confidential documents in accordance with policy.
• Create and send referrals and other letters and documents as directed by clinicians.
• Keep appropriate records of referrals and enter data into the computer.
• Arrange or chase up hospital or other appointments as required.
• Process requests from solicitors for patient records, forms and medical reports.
• Create standardised invoices and payment requests.
• Provide administrative and secretarial support to GPs and senior staff.
• Process incoming and outgoing mail, including sorting, distributing, filing, scanning and stamping/franking.
• Photocopy, fax and undertake other administrative duties as required.
• Support off hours services (e.g., flu clinics) and be prepared for evening shift duties if requested.
• Prepare for working beyond normal hours if required in the future.

Person Specification

• Knowledge, training and experience:
  • GCSE level education or equivalent working experience.
  • Experience dealing with the general public, preferably in a customer service environment.
  • Excellent grammar and spelling in the English language.
  • Computer literacy with good keyboard skills.
  • Experience of clerical work.
  • Training or qualifications in customer service, IT or related areas is useful.
• Personal skills and abilities:
  • Friendly, approachable and confident manner with good people skills.
  • Clear and effective communication (verbal and written) with a wide range of individuals.
  • Good administrative and organisational skills, with the ability to prioritise work.
  • A conscientious and adaptable approach to work.
  • Work calmly and effectively under pressure, dealing with multiple demands.
  • Deal with occasional challenging behaviour, distressing circumstances or emotional events sensitively.
  • Respect confidentiality and handle personal information appropriately.
  • Work positively as a member of a busy team.
  • Provide regular good attendance.
• General:
  • Commitment to supporting the delivery of the best possible service to a diverse inner city population.
  • Ability to speak a language commonly spoken by patients, in addition to English, is useful.

Qualifications

• GCSE grade A to C in English and Maths.
• NVQ Level 2 in Health and Social Care.
• NVQ Level 3 (preferred).

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.