We are a GP Practice in Smethwick, Sandwell. An opportunity has arisen to join our team as a medical receptionist. We are seeking an efficient, professional, compassionate, caring and hardworking individual. The candidate must have experience working in a busy, fast-paced, challenging and pressurized environment and be capable of prioritizing their workload. Previous experience of working in the NHS is essential and within a GP practice.
Lodge Road Surgery is a long-established partnership. We are a forward-thinking practice of 7000 patients, providing quality healthcare and outcomes for our patients and working from a newly extended and refurbished purpose-built premises in the Sandwell area.
We are looking for the right candidate to join as Medical Receptionist in our team.
Our practice has been rated as Good by the CQC and we take pride in delivering quality care to our patients and have a strong training and personal development ethos. We are part of Central Health Partnership Primary Care Network, one of the partners is the Clinical Director.
We use SystmOne, AccuRx, Choose & Book and DOCMAN as our clinical systems along with other digital platforms for patient access.
Our Practice is led by partners, both Clinical and Non-Clinical, GPs. We have a dedicated team of Advanced Clinical Practitioners, Practice Nurses, Health Care Assistants, Medical Secretaries, and a committed Administration and Reception Team.
Main Duties of the Job
The candidate will need to be able to work independently and manage a wide range of reception desk and administrative duties as part of the administration team. The candidate will need to be computer literate, possess excellent verbal and written communication skills, and have experience in triage, care navigation, and medical terminology. Attention to detail and confidentiality are essential at all times.
Primary Responsibilities
* Takes on the role of Senior Receptionist or Reception Team Leader.
* Triage incoming footfall or email contacts from patients.
* Direct clinical queries to the Triage Clinician or other ACPs, and administrative queries to the correct member of the admin team.
* Respond directly to queries either via email or via footfall when inside your competencies.
* Work alongside the Pharmacists, Mental Health Worker, Social Prescriber, First Contact Practitioner, as well as GPs and nurses to ensure patients are directed to the most appropriate member of the practice team.
* Work alongside the practice partners and practice manager to design and deliver service improvements to the online triage model.
* Assist in service development through evaluation, audit, and system research.
* Have responsibility for administrative coordination of incoming patient queries.
* Maintain accurate, contemporaneous record keeping of all interventions with patients, fully utilizing computer software systems in place and/or other mediums.
* Demonstrate excellent communication skills and act as the first point of contact for the practice.
* Promote health education to our patient population, such as through participation in ‘self-care’ week.
* Support the practices to deliver on QOF, KPIs, and locally commissioned enhanced services.
* Update and maintain accurate patient medication records on the practice clinical computer system, including advice given and action taken.
* Work collaboratively with the practice team.
* Develop relationships and work closely with community, hospital, and the wider health system.
* Participate in practice meetings, patient participation groups, and other meetings to improve engagement with the role.
* Maintain and monitor the practice appointment system.
* Process personal, telephone, and e-requests for appointments.
* Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately.
* Action all incoming communication in the generic email.
* Signpost patients to the correct service.
Other Primary Duties
* Process incoming and outgoing mail.
* Initiate contact with and respond to requests from patients, team members, and external agencies.
* Process tasks assigned to the group and individually as requested.
* Process all DNA texts in accordance with current policy.
* Assist in GP2GP tasks.
* Read coding on SystmOne.
* File and store records as required.
* Input data into the patient’s healthcare records as necessary. Data entry of new and temporary registrations and relevant patient information.
* Maintain and action patient correspondence via Workflow Management.
* Process requests for information for safeguarding letters and DVLA forms to the administrative team.
* Manage all queries (including administrative queries) as necessary in an efficient manner.
* Action tasks sent by clinicians in a timely manner.
* Maintain a clean, tidy, effective working area at all times.
* Monitor and maintain the reception area and notice boards.
* Support all clinical staff with general tasks as requested.
Secondary Responsibilities
* Support the training of new Receptionists. Act as a mentor or ‘buddy’ for Receptionists.
* Participate in the maintenance of the Practice Complaints System to resolve complaints and improve the service.
* Support and encourage other members of the Reception team in their development.
* Co-operate in the maintenance of the staffing roster to provide adequate levels of staffing within the Practice.
* Co-operate and work with colleagues to ensure a seamless journey for Patients through different aspects of their care.
* Co-operate in the effective resolution of any team conflicts.
* Participate in chaperoning when required (must be trained and have an Enhanced DBS check).
* Report all significant events, including ‘near misses’ for inclusion in the Practice Risk Register.
* Manage the Patient call and recall systems for QOF and other services such as cancer screening and immunisation invites.
* Manage the Patient registrations and deductions processes.
* Liaise with secondary care providers as necessary.
* Support administrative and reception staff, providing cover during staff absences.
* Complete opening and closing procedures in accordance with the duty rota.
* As required, support Practice Manager in the management of repeat prescriptions, ensuring they are processed accurately and efficiently.
* Order and monitor immunisation and other office supplies.
* Maintain QOF disease management.
* Have experience with referrals via the Choose & Book system.
Qualifications
Essential
* Educated to GCSE level or equivalent.
* GCSE Mathematics & English C or above.
Desirable
* AMSPAR Receptionists Qualification.
* NVQ Level 2 in Health and Social Care.
Experience
Essential
* Experience of working with the general public.
* Experience of administrative/receptionist duties.
* Demonstrate experience of dealing with the public both face to face and over the telephone (Customer Service or GP surgery experience essential).
* Basic understanding of general office procedures (e.g. record keeping, filing, scanning, photocopying).
* Accurate documentation.
Desirable
* Experience of working in a healthcare setting/GP surgery.
* Knowledge of SNOMED coding onto patient records.
Knowledge & Skills
Essential
* Excellent communication skills (written and oral).
* Strong IT skills.
* Clear, polite telephone manner.
* Competent in the use of MS Office- Teams, Word, Excel, and Outlook.
* Effective time management (Planning & Organising).
* Ability to work as a team member and autonomously.
* Good interpersonal skills.
* Problem-solving & analytical skills.
* Ability to follow policy and procedure.
Desirable
* SystmOne Clinical system user skills.
* AccuRx system.
* Team Net.
* Ardens - Templates.
* DOCMAN.
Personal Qualities
Essential
* Polite and confident.
* Flexible and cooperative.
* Motivated.
* Forward thinker.
* High levels of integrity and loyalty.
* Sensitive and empathetic in distressing situations.
* Ability to work under pressure.
Other Requirements
Essential
* Flexibility to work outside of core office hours.
* Disclosure Barring Service (DBS) check.
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.
All staff at Lodge Road Surgery have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being, and safety. You have a duty to take reasonable care of health and safety at work for you, your team, and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if the legal requirements are to be met and the trust of our patients is to be retained, all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
On arrival at the practice, all personnel are to complete a practice induction programme; this is managed by the Practice Manager.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude, and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the Practice Manager, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career, and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at Lodge Road Surgery must adhere to the information contained within practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At Lodge Road Surgery, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform while clinical staff must dress in accordance with their role.
Job Types: Full-time, Permanent
Pay: £11.50-£13.50 per hour
Expected hours: 37.5 per week
Benefits:
* On-site parking
Schedule:
* Monday to Friday
* No weekends
Education:
* Certificate of Higher Education (preferred)
Experience:
* Medical Receptionist: 2 years (preferred)
* Primary Care NHS: 3 years (preferred)
* GP PRACTICE: 2 years (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Application deadline: 17/02/2025
Reference ID: Medical Receptionist
Expected start date: 24/02/2025
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