Care Co-ordinator / Medical Receptionist
Job Description
Job summary
An opportunity has arisen for a care co -ordinator / medical receptionist to join our friendly team for 20.5 hours a week; working a fixed shift pattern of Monday 1pm to 6.30pm, Tuesday 8am to 1pm, Thursday 12pm to 4.30pm and Friday 1pm to 6.30pm.
Applicants should be approachable, friendly and able to demonstrate excellent communication and telephone skills.
You will be challenged on a daily basis so will need to remain calm and professional in difficult situations. You will be committed delivering excellent customer service, have an understanding and sensitive nature to all our patients requirements. Duties will include dealing with the public on arrival at our main reception desk including reception desk duties, answering the telephone and dealing with general queries including checking of patients results, booking appointments, repeat prescribing, arranging home visits and telephone consultations, data entry, filing, photocopying duties, etc.
Previous experience of working in general practice is desirable although full training will be given. You will possess excellent verbal and written communication skills, excellent customer service skills and be IT literate. You should have the ability to record and relay information accurately and confidentially.
Applicants should also be flexible to cover sickness, holidays and a extended access, up until 8pm (Mon, Wed, Thu) and Saturdays between 9am to 5pm (which we currently deliver 1 week in 4 and share between staff).
Main duties of the job
Main duties are to greet both patients and other colleagues to the building and ensure the phone is answered promptly. To communicate with the practice staff to ensure the smooth running of the Practice and to maintain a good standard of service.
Telephone Duties: Ensure Phone is answered promptly and politely including:
- Making appointments
- Prescription requests
- Giving out results
- General enquiries
- Contacting other providers
General Reception Duties:
- Greeting and directing patients and visitors to the building
- Registering new patients
- Making appointments
- Responding to the needs of Clinical staff
- Infection Prevention & Control awareness (dealing with incoming samples)
- Fire Warden Duties as and when necessary
- Dealing with cash payments from patients
- Inputting and extracting information from our computer Emis
- General housekeeping of reception and waiting area
- Ensuring incoming post is dealt with
- Open and lock the building as necessary
Prescriptions:
- Dealing with requests and enquires for repeat and acute prescriptions
About us
Pelham Medical is a welcoming practice in the centre of Grimsby aiming to provide high quality care in a supportive environment.
This is a busy practice serving a large and varied population therefore can be extremely challenging. Applicants should be approachable, friendly and able to demonstrate excellent communication and telephone skills.
We require an individual who is an excellent team player, have a proactive attitude, hardworking and motivated and with a personality that will complement the current team.
We strive to provide a family friendly workplace and aim to be flexible in this regard while also maintaining effective services. We recognise for our employees this is important to be able to more easily balance family and work life.
Appointment to any position is conditional on satisfactory registration, license and qualification checks, and that any information disclosed on the application form will be checked.
Pelham Medical Group is based in the town centre of Grimsby. We employ experienced and respected GP's whose specialties cover; Diabetes, Paediatrics, Womens Health and Musculoskeletal. Our practices have CQC ratings of "Good" in all areas.
Job responsibilities
PRINCIPAL ACCOUNTABILITIES:
To deliver an efficient, care co-ordinator / medical reception role directing patients to the most appropriate person or service and also to provide a high level of customer care and general advisory service to the practice population as per rota requirements ensuring flexibility at all times.
To work with the practice team towards the future development of the practice whilst at all times working within the spirit of the governing rules and regulations adopted by primary care and promoting an excellent standard of customer care at all times.
KEY WORKING RELATIONSHIPS:
Practice Manager, Assistant Practice Manager, GPs and all other clinical staff and attached staff, administration & reception teams.
SPECIALIST RESPONSIBILITIES
- To provide a high level of customer care at all times to our patients and visitors to the practice.
- Maintain effective communication with clinical staff on a day to day basis.
- To provide a combined front reception desk / telephone acre co-ordinator role to the practice to include face to face and over the telephone interactions, offering patient choice at all times.
- To have a full knowledge of the protocols and processes in place for the role.
- To have a full knowledge of the practice complaints processes, PALS, patient fees, practice boundary and various other practice related information to ensure provision of a general advisory service to our patients and visitors.
MAIN TASKS
FRONT DESK RECEPTION DUTIES:
- Meet and greet patients upon arrival including visitors to the practice providing relevant assistance to their reason for attending.
- Promoting a high standard of customer care at all times promoting a positive image of yourself and the practice.
- Booking appointments for patients presenting at the front reception desk for all clinics and services using EMIS Web clinical system ensuring sufficient information is recorded and appointment record cards are given to patients.
- Deal with all patient and visitor enquiries in a polite and efficient manner.
- Signposting our patients and visitors to relevant information and services available.
- Ensuring adherence to information governance standards at all times including correct checking of patient details when entering patient records and full knowledge of information governance & information security policies and protocols.
- Prepare repeat prescription requests in accordance with practice policy when patients requests at the front reception desk, via email or using online services.
- Provide a prescription collection point service to patients and chemists etc.
- Provide a high level of communication at all times with patients, visitors, clinical and other practice staff, and using tasks and screen messages appropriately.
- Complete start and end of day procedures to open premises activate/deactivate the alarm and make all necessary preparations to receive patients and secure the building at the end of the day.
- Maintain up-to-date and compliant medical records adhering to our paperless system, noting births/deaths, change of name/address etc.
- Register new patients and arrange new patient health checks.
- Promote the use of the automated arrival machine to our patients educating them in its use as and when required to do so.
- Complete filing duties and other reception/administration duties as routinely necessary relevant to the front reception area.
- Ensure reception and waiting area are kept neat and tidy and free from hazards.
- Receive and pass on messages, and act on patient instructions efficiently, accurately and appropriately.
- Maintain stocks of Practice Leaflets and other patient related materials at all times.
- Receiving and recording patient samples for testing.
- Receipt of payment for private services for patients, issuing receipts and following petty cash protocols.
- Receiving and distributing incoming mail etc.
- Completion of new patient registrations using EMIS Web and co-ordination of new patient registration forms.
- Promoting a high standard of customer care at all times promoting a positive image of yourself and the practice.
- Deal with all patient and other administrative enquiries in a polite and efficient manner, following customer service protocols at all times.
- Deal with telephone queries in an efficient manner, following customer service protocols at all times.
- Co-ordinate general reception & administrative tasks on a daily basis ensuring daily tasks are allocated and completed before the end of your shift.
- Keep practice notice boards and displays up to date at all times preparing and displaying relevant patient related and health promotion information.
- Maintain up to date and compliant medical records adhering to our paperless system noting ...
