Medical Receptionist

Various shifts between 8am to 6.30pm, Monday - Friday

We are seeking highly organised, motivated individuals with excellent customer service skills to support our Patient Services Team.

Candidates must be computer literate, flexible and able to work under pressure. Previous NHS experience and knowledge of EMIS Web clinical system are preferred but not essential.

Main duties of the job

First point of contact for patients registered with the practice.

Answering phone calls and email queries from patients and external organisations.

Triaging calls to book patients into the appropriate clinics or signpost patients to appropriate services.

Dealing with prescription requests and liasing with pharmacies as and when required.

Providing admin support to clinical team.

About us

We are a large, dynamic and highly regarded Practice with a patient list size of 18,000 based in Hampstead, and part of the North Camden Primary Care Network.

We offer highquality, patient centred care and our staff are prepared to go theextra mile to deliver outstanding service. As a training Practice we are committed to developing and mentoring ourstaff.

Job responsibilities

HAMPSTEAD GROUP PRACTICE

JOB DESCRIPTION

Accountable to: Practice Manager

Reports to: Patient Services Manager

Liaises with: Patients and Users of the Practice, Professional Members of the Practice Team, Other Administration Staff

JOB SUMMARY

The postholder will be responsible for ensuring that an efficient and personable service is provided to all users of the Hampstead Group Practice. They should ensure that the patient is dealt with courteously and is kept fully informed at all times whether on the telephone or face to face. They should ensure that due confidentiality is observed at all times when dealing with any issue relating to the Hampstead Group Practice.

RECEPTION DUTIES

• To open up the surgery (when appropriate) and prepare the premises to receive patients.
• To ensure the main practice telephone lines are opened and closed at the appropriate times.
• To ensure that home visits are entered onto the relevant computerised file and that these are brought to the attention of the duty doctor.
• To receive and direct patients appropriately, including those attending the travel clinic and private medicals.
• To book patients into available appointments either by telephone or in person following the current practice protocol and when requested by a member of the medical staff.
• To answer the telephone promptly, taking clear and accurate messages where necessary, ensuring that messages are passed to the correct person in an approved manner for patients of the practice and for the travel clinic.
• To print and prepare repeat prescriptions ready for signature by a doctor.
• To issue repeat prescriptions and other reports, forms, and letters, etc., to patients that are ready for collection.
• To collect monies from patients for items for which a patient charge applies.
• To assist or aid patients with disabilities as and when required.
• To act as a chaperone to a patient if required to do so by a doctor or nurse.
• To book transport for patients when appropriate.
• To answer the results line, deal appropriately with result requests, both in person, and by telephone.
• To process New Registrations.
• To report any potentially aggressive incidents, difficulties with the client group or accidents in the first instant to the Patient Services Manager, or Practice Manager for appropriate action.
• To be aware of any potential security breaches of the building whilst on duty.
• To ensure that the premises are securely locked at the end of the working day; ensuring that doors to rooms not in use are closed; that the Library and Seminar room doors are locked and all windows are securely closed and locked where appropriate.
• To have the appropriate message displayed on front door/gate when the premises are closed.
• To ensure that the premises are kept tidy and that magazines and leaflets within the waiting area are tidied prior to the commencement and at the end of each clinical session.
• To assist in maintaining a clean and safe environment for staff, patients and users of the practice.
• To use the computer system appropriately and be able to re start/re boot an individual computer workstation should it be necessary.

OTHER DUTIES

• To undertake Child Immunisation and Vaccination target work as and when required.
• To undertake Cervical Screening target work as and when required.
• To scan patient's results and other patient correspondence into the patients' computerised records.
• To process and return patient records to and from Primary Care Support England (NHS England).
• To ensure that all temporary resident claims and immediate necessary claims have been made.
• To ensure that newly registered patients' records are matched/married to their existing health record when it arrives from Primary Care Support England (NHS England).
• To monitor and assist with two week wait referrals promptly via the e Referral system.
• To open external post and post from Royal Free Hospital on a daily basis, date stamp and distribute as per the practice protocol.
• To provide support to the management team as and when required.

The allocation of duties will be by the Practice Manager or Patient Services Manager and staff will be expected to take on additional duties or relinquish existing duties to ensure the efficient running of the practice. Requests for such changes, when they occur should not reasonably be refused.

This job description is not meant to be exhaustive and may change with the agreement of the Practice Manager and the post holder. The agreement to any change by the post holder should not be reasonably withheld.

Person Specification Experience

• Computer literate: Microsoft Office Suite and email
• Excellent interpersonal skills.
• Excellent communication skills both written and verbal.
• Ability to deal with telephone enquiries in a friendly and efficient manner.
• Ability to comprehend both written and oral instructions.
• Literate and numerate to a good standard.
• Ability to prioritise and manage a varied workload.
• Ability to work under pressure
• Ability to problem solve and to use own initiative and work autonomously as required.
• Ability to use discretion and maintain confidentiality.
• An understanding of patient confidentiality.
• An understanding of Data Protection issues and current legislation.
• An awareness of the impact of disability on a person's life.
• Flexibility
• Experience of working in a GP practice preferred but not essential
• EMIS Web clinical system experience
• Knowledge of medical terminology

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.

Patient Services Supervisor or Management Team