Job summary Multi-tasking Flexibility Telephone skills Customer service Time management Organization Attention to detail Scheduling Word processing Professionalism Quality focus Punctual,regular attendance,enthusiastic,focused and able to work as a team. Main duties of the job Serves patients by greeting and helping them, scheduling appointments, and maintaining records and accounts. Welcomes patients and visitors in person or on the telephone, and answering or referring inquiries. Optimizes patients satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone. Keeps patient appointments on schedule by notifying provider of patients arrival, reviewing service delivery compared to schedule, and reminding providers of service delays. Comforts patients by anticipating patients anxieties, answering patients questions, and maintaining the reception area. Ensures availability of treatment information by filing and retrieving patient records. Maintains patient accounts by obtaining, recording, and updating personal and financial information. Obtains revenue by recording and updating financial information, recording and collecting patient charges. Helps patients in distress by responding to emergencies. Protects patients rights by maintaining confidentiality of medical, personal, and financial information. Maintains operations by following policies and procedures, reporting needed changes. Contributes to team effort by accomplishing related results as needed. About us The Practice Purpose Built Health Centre. 7 Consultation Rooms 4 GPs including 2GP Partners 1 PA ( Physician Associate ) 1 Nurse. 1 HCA 5,500 patients. EMIS WEB, DOCMAN, EPS. Dedicated clinical admin team to support clinicians-excellent QOF/enhanced. CQC Good rating in 2019. Active role in local GP Federation, CCG, and Primary Care Network. Date posted 30 January 2025 Pay scheme Agenda for change Band Band 3 Salary Depending on experience Contract Permanent Working pattern Part-time, Flexible working Reference number A3789-25-0000 Job locations 759 High Road London N17 8AH Job description Job responsibilities To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients MAIN DUTIES AND RESPONSIBILITIES 1. Greet patients and visitors to the practice. 2. Book in, amend and cancel patient appointment inline with practice appointments procedures ensuing optimum efficiency of the appointment system. 3. Ensure that patients without appointments but who need 'urgent consultations are booked into appropriate slots and referred to a GP where necessary. 4. Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols. Print off home visit summary sheets. 5. Ensure computerised appointment system is up-to-date. 6. Respond and/or redirect all patient and visitor requests accordingly. 7. Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed. 8. Set-up of new patients onto the computer system. 9. Advise patients of relevant charges for private services, accept payment and issue receipts for same. 10. Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions. 11. Ensure correspondence, reports, results etc. are filed electronically in correct patient record. 12. Ensure reception and waiting areas are kept neat and tidy 13. Re-stocking of information leaflets as appropriate 14. Answering incoming telephone calls, ensuring calls are documented and redirected accordingly. 15. Undertake administration tasks as allocated on rota organised by Senior Receptionist. 16. Action start and end of day procedures ensure answering machine service for out of hours information is directed appropriately switched to answer machine at close of business each day. 17. Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes). 18. Check emails on a daily basis. Also regularly check fax machine for incoming messages. Send faxes as required. 19. Regularly check message column on Vision to check all messages have been actioned. 20. Maintain deceased board (manual and electronic). Advise Health Board of deceased patients using Vision. 21. Amalgamation of new patient records. 22. Check fridge daily for lab specimens. 23. This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time. 24. Work safely at all times in accordance with Legislative requirements and Practice Policy and Procedures. EQUIPMENT, MACHINERY & SYSTEMS 1. Personal Computer system including internet activity which is utilised as a means of communication both internally and externally 2. Practice Clinical System (Vision) to manage and record patient appointments, inputting patient registration data, accessing patient data as necessary and when undertaking audits 3. Fax and photocopying machines. 4. The post-holder is responsible for, in concert with others, maintaining the accuracy of the Practices Clinical System (Vision) ASSIGNMENT OF WORK The post-holders work assignment is determined by the requirements of the Practice, GP Partners, the Practice Manager and the patients. The Practice Manager provides immediate line-management for the post-holder. The post holder will take instruction on a day to day basis from the Senior Receptionist. However, the post-holder is expected to be self-directed and self-motivated using their own initiative and requiring minimum input from the Practice Manager. The Post-holders work is formally reviewed by annual appraisal. The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements. DECISIONS & JUDGEMENTS The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including: Establishing and maintaining effective lines of communication with the GPs and Practice Manager. Communicating clearly and effectively with staff to aid the smooth running of the Practice. Responding to requests or queries for support as they arise in an appropriate and timeous manner. Prioritising workload and requests for support. Making the most effective use of resources available. Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations. MOST CHALLENGING PART OF THE JOB 1. Managing the many conflicting priorities that the post requires 2. Ensuring clear protocols for the prioritisation of work. 3. Providing and maintaining a professional and effective dialogue with patients. COMMUNICATION AND RELATIONSHIPS 1. Internally with the GPs, Practice Manager and colleagues to help ensure that practice aims and objectives are met. 2. Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the Practice and the needs of patients registered at the Practice. 3. Externally with patients registered at the Practice. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB 1. The post-holder is required to have keen hand/eye co-ordination to undertake his/her primary task. 2. The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion. 3. The post-holder is required to work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy. 4. The post-holder is often required to work independently of others and to be self-determined. 5. The post holder is required to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB 1. The post-holder must be understanding and approachable to patients and able to respond to patient requests 2. The post-holder is required to have well-developed keyboard skills. 3. The post-holder must be able to communicate effectively and collaboratively across varied staff disciplines. 4. The post-holder must clearly understand the importance of maintaining patient and data confidentiality. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holders Signature: Date: Practice Managers Signature: Date: Job description Job responsibilities To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients MAIN DUTIES AND RESPONSIBILITIES 1. Greet patients and visitors to the practice. 2. Book in, amend and cancel patient appointment inline with practice appointments procedures ensuing optimum efficiency of the appointment system. 3. Ensure that patients without appointments but who need 'urgent consultations are booked into appropriate slots and referred to a GP where necessary. 4. Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols. Print off home visit summary sheets. 5. Ensure computerised appointment system is up-to-date. 6. Respond and/or redirect all patient and visitor requests accordingly. 7. Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed. 8. Set-up of new patients onto the computer system. 9. Advise patients of relevant charges for private services, accept payment and issue receipts for same. 10. Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions. 11. Ensure correspondence, reports, results etc. are filed electronically in correct patient record. 12. Ensure reception and waiting areas are kept neat and tidy 13. Re-stocking of information leaflets as appropriate 14. Answering incoming telephone calls, ensuring calls are documented and redirected accordingly. 15. Undertake administration tasks as allocated on rota organised by Senior Receptionist. 16. Action start and end of day procedures ensure answering machine service for out of hours information is directed appropriately switched to answer machine at close of business each day. 17. Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes). 18. Check emails on a daily basis. Also regularly check fax machine for incoming messages. Send faxes as required. 19. Regularly check message column on Vision to check all messages have been actioned. 20. Maintain deceased board (manual and electronic). Advise Health Board of deceased patients using Vision. 21. Amalgamation of new patient records. 22. Check fridge daily for lab specimens. 23. This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time. 24. Work safely at all times in accordance with Legislative requirements and Practice Policy and Procedures. EQUIPMENT, MACHINERY & SYSTEMS 1. Personal Computer system including internet activity which is utilised as a means of communication both internally and externally 2. Practice Clinical System (Vision) to manage and record patient appointments, inputting patient registration data, accessing patient data as necessary and when undertaking audits 3. Fax and photocopying machines. 4. The post-holder is responsible for, in concert with others, maintaining the accuracy of the Practices Clinical System (Vision) ASSIGNMENT OF WORK The post-holders work assignment is determined by the requirements of the Practice, GP Partners, the Practice Manager and the patients. The Practice Manager provides immediate line-management for the post-holder. The post holder will take instruction on a day to day basis from the Senior Receptionist. However, the post-holder is expected to be self-directed and self-motivated using their own initiative and requiring minimum input from the Practice Manager. The Post-holders work is formally reviewed by annual appraisal. The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements. DECISIONS & JUDGEMENTS The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including: Establishing and maintaining effective lines of communication with the GPs and Practice Manager. Communicating clearly and effectively with staff to aid the smooth running of the Practice. Responding to requests or queries for support as they arise in an appropriate and timeous manner. Prioritising workload and requests for support. Making the most effective use of resources available. Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations. MOST CHALLENGING PART OF THE JOB 1. Managing the many conflicting priorities that the post requires 2. Ensuring clear protocols for the prioritisation of work. 3. Providing and maintaining a professional and effective dialogue with patients. COMMUNICATION AND RELATIONSHIPS 1. Internally with the GPs, Practice Manager and colleagues to help ensure that practice aims and objectives are met. 2. Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the Practice and the needs of patients registered at the Practice. 3. Externally with patients registered at the Practice. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB 1. The post-holder is required to have keen hand/eye co-ordination to undertake his/her primary task. 2. The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion. 3. The post-holder is required to work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy. 4. The post-holder is often required to work independently of others and to be self-determined. 5. The post holder is required to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB 1. The post-holder must be understanding and approachable to patients and able to respond to patient requests 2. The post-holder is required to have well-developed keyboard skills. 3. The post-holder must be able to communicate effectively and collaboratively across varied staff disciplines. 4. The post-holder must clearly understand the importance of maintaining patient and data confidentiality. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holders Signature: Date: Practice Managers Signature: Date: Person Specification Qualifications Essential There are no formal entry requirements to become a medical receptionist, although employers may ask for five GCSE's (A-C), including English and maths. The Diplomas in society, health and development or business, administration and finance may be relevant for this area of work. There are a number of nationally accredited Level 2 qualifications that may be suitable for people aiming to become medical receptionists, including: The Association of Medical Secretaries, Practice Managers, Administrators and Receptionists (AMSPAR) Intermediate Diploma in Medical Reception. AMSPAR Level 2 Certificate in Medical Terminology for Non-clinical Professionals. City & Guilds Level 2 Intermediate Diploma for medical reception. EDEXCEL Level 2 NVQ in support services in health care. Desirable Qualified in phlebotomy Qualified to NVQ level 3 Experience Essential Previous experience in health sector is welcome but not essential. Desirable Experience of working in a health sector Person Specification Qualifications Essential There are no formal entry requirements to become a medical receptionist, although employers may ask for five GCSE's (A-C), including English and maths. The Diplomas in society, health and development or business, administration and finance may be relevant for this area of work. There are a number of nationally accredited Level 2 qualifications that may be suitable for people aiming to become medical receptionists, including: The Association of Medical Secretaries, Practice Managers, Administrators and Receptionists (AMSPAR) Intermediate Diploma in Medical Reception. AMSPAR Level 2 Certificate in Medical Terminology for Non-clinical Professionals. City & Guilds Level 2 Intermediate Diploma for medical reception. EDEXCEL Level 2 NVQ in support services in health care. Desirable Qualified in phlebotomy Qualified to NVQ level 3 Experience Essential Previous experience in health sector is welcome but not essential. Desirable Experience of working in a health sector 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. Employer details Employer name Tottenham Health Centre - GP Surgery Address 759 High Road London N17 8AH Employer's website https://www.tottenhamhealthcentre.co.uk/index.aspx (Opens in a new tab)