Medical Receptionist

Job responsibilities

JOB FUNCTION

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Provide 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.
• Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of 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.

DUTIES AND RESPONSIBILITIES

(This description is not an exhaustive list and will be subject to periodic review and amendment dependent on current and evolving practice workload and staffing levels)

• To have a thorough knowledge of all Practice procedures.
• Apply Practice policies, standards and guidance and work in accordance with written protocols.
• Checking in patients, booking appointments with members of Practice team.
• Handling completed repeat prescriptions to patients and checking names and addresses.
• Dealing with patient queries.
• Monitoring travel vaccines requests.
• Triage and book appointments for same day or future requests by telephone and in person.
• Deal with visit requests.
• Scan and file letters into patient records.
• Action workflow tasks created by other members of the team.
• Process repeat prescription requests (ad hoc) in accordance with Practice guidelines.
• Registering new patients and deducting patients who have left on the clinical record system.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Assisting new patients to register with the Surgery providing the necessary paperwork and checking returned paperwork is complete
• Taking phone messages and passing calls from patients, hospitals, etc to other colleagues.
• Processing and distributing incoming (and outgoing) mail.
• Receiving and documenting payments for non-NHS services such as medicals, travel claim forms, insurance forms, etc.
• Setting the surgery answerphone
• Photocopying of medical records.
• Receiving and checking deliveries.
• Allocating rooms.
• Opening up/locking of premises and maintaining security in accordance with practice protocols.
• Chaperoning patients (when requested and with the appropriate training).
• Clearing and re-stocking of consultation rooms as required.
• Provision of refreshments for staff and visitors as required, washing up and keeping the kitchen area clean and tidy.
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
• Assisting and promoting seasonal and public health campaigns as required.
• Any other tasks allocated by Manager

EDUCATION AND EXPERIENCE

• Good standard of education, GSCE English grade C or above
• Customer Service/Receptionist experience ideally in a medical setting.
• Good IT/keyboard skills

SKILLS/COMPENTANCIES

• Good interpersonal and communications skills with an ability to remain calm when working under pressure.
• To be proficient and polite in the reception of enquiries from patients.
• To remain calm and courteous when dealing with work colleagues and members of the public.
• An ability to use resourcefulness, commonsense and by using local knowledge, respond to patient enquiries and requests.
• Be flexible with work schedules.
• Recognise own development needs.
• Motivation
• An understanding of the NHS. Keeping abreast of any changes or reforms within the NHS.
• Must be adaptable and comfortable dealing with changing priorities and be a team player.
• Excellent IT and communication skills.
• Effectively communicate policies and procedures as required in the course of the job.
• An understanding acceptance and adherence of the need of strict confidentiality.
• Actively contribute to the work of the clinical team, promote the standards of care expected and create energy and enthusiasm for the service.

PERSONAL/PROFESSIONAL DEVELOPMENT

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

QUALITY

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

COMMUNICATION

The post-holder should recognise the importance of effective communication within the team and will strive to:

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

TEAM SUPPORT

• To show a professional attitude and demeanor, including courteous interactions with team members and other team leaders.
• Provide support and cover for colleagues during periods of annual leave and sickness when required to ensure continuation of service provision.
• Liaise with members of the wider primary healthcare team and provide support when required, eg midwife, district nurses, medicines management, etc.
• Have a clear understanding of practice systems, and support the Practice in monitoring and maintaining such systems eg telephone, IM&T, security, alarms etc.
• Be responsible for reporting any ...