Job details
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Job type
Full-time, Part-time, Permanent
Shift and schedule
Day shift, Monday to Friday
Location
London
Benefits
* Company pension
* Free flu jabs
* Sick pay
Full job description
Job Summary:
To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff. To 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.
Main Duties/Key Tasks
Reception Duties:
* Ensure efficiency of appointment system and monitor flow of patients into consulting and treatment rooms.
* Ensure that patients without appointments but who need 'urgent consultation' are seen in a logical and non-disruptive manner.
* Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed.
* Advise patients of relevant charges for private services, accept payment and issue receipts when requested.
* Respond to all queries and requests for assistance from patients and other visitors.
* Record home visits onto clinical system including all relevant information and where necessary refer to the duty doctor.
* In conjunction with the person on repeat prescription duty ensure that requests for prescriptions are actioned where possible within one working day.
* Action requests for ambulance transportation and record appropriately.
* Ensure reception and waiting areas are kept neat and tidy.
Management of Appointment System:
* Ensure total familiarity with all appointment systems in effect including regular and incidental variations.
* Book appointments and recalls ensuring sufficient information is recorded to retrieve medical records.
* Monitor effectiveness of the system and report any problems or variations required.
Management of Medical Records:
* Retrieve and re-file records as required, ensuring that strict alphabetic order is adhered to.
* Ensure correspondence, reports, results, etc., are scanned onto clinical system.
* Ensure accurate filing of scanned images into the patient electronic record.
* Ensure correspondence, reports, results, etc., are manually filed and eventually destroyed in line with Practice Policy.
* Ensure manual records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover.
Operation of Telephone Systems:
* Receive and make calls as required. Divert calls and take messages as appropriate.
* Ensure that the telephone system is operational at the beginning of each day and switched over to night service at the end of each day.
Start and End of Day Procedures:
* Open up the Surgery and reception desk at the start of the day, ensure security procedures are followed and make all necessary preparation to receive patients to enable the GP/Nurse to start on time for their first appointment.
* Participate in the early morning rota commencing at 8 am during any extended hours Contract the practice is signed up to.
* Final end of day, ensure each GP’s and practice Nurse Rooms are checked, patient couch is cleaned and couch rolls are changed. Bin emptied, yellow bags tagged and removed when needed. Secure the building, check windows, lights, electrical devices turned off where appropriate, and prepare clinical rooms for next morning surgery, ready to secure the building and set the alarm before leaving.
* Participate in a late evening rota which usually finishes at 7.30 pm (depending on whether or not the GP has completed surgery and the last patient has left the premises).
Repeat Prescription Duties:
* Receive patient requests for authorised repeat prescriptions.
* Prepare a prescription form ready for a doctor's signature, with the exception of controlled drugs.
* Ensure that details of the issue of all repeat prescriptions are entered on the appropriate patient record.
* Refer requests for repeat prescriptions to the appropriate doctor if information received is incorrect or insufficient.
* Provide the point of contact for patients with enquiries relating to repeat prescriptions and ensure follow-up action is taken if the enquiry cannot be resolved immediately.
* Ensure that problems and queries regarding repeat prescriptions are brought to the attention of the appropriate doctor and follow-up action is taken to resolve such matters.
* Make regular checks on prescriptions ready for issue and bring to the attention of the appropriate doctor any that are not collected.
Confidentiality:
* In the course of seeking treatment, patients entrust us with sensitive information regarding their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
* In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.
* All such information from any source is to be regarded as strictly confidential.
* Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
* Assist in promoting and maintaining own and others’ health, safety and security as defined in the practice Health & Safety Policy.
* Identify risks involved in work activities and undertake such activities in a way that manages those risks.
* Make effective use of training to update knowledge and skills.
* Use appropriate infection control procedures, maintaining work areas in a tidy and safe manner and free from hazards.
Equality and Diversity:
* Support the equality, diversity and rights of patients, carers and colleagues.
* Act in a way that recognises the importance of people’s rights, interpreting them consistently with practice procedures and policies, and current legislation.
* Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behave in a welcoming manner and respect individuals' circumstances, feelings, priorities and rights.
Personal/Professional Development:
* Participate in any training programme implemented by the practice as part of this employment.
* Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* Take responsibility for own development, learning and performance.
Quality:
* Strive to maintain quality within the practice.
* Alert 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 for improvement.
* Work effectively with individuals in other agencies to meet patients’ needs.
* Effectively manage own time, workload and resources.
Communication:
* Recognise the importance of effective communication within the team.
* Communicate effectively with other team members, patients and carers.
* Recognise people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
* Apply practice policies, standards and guidance.
* Discuss with other team members how the policies, standards and guidelines will affect own work.
* Participate in audit where appropriate.
Job Types: Full-time, Part-time, Permanent
Pay: From £11.44 per hour
Expected hours: 24 – 37.5 per week
Education:
* GCSE or equivalent (preferred)
Experience:
* Medical Receptionist: 1 year (preferred)
* United Kingdom (required)
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