We are looking for an additional receptionist/care navigator for our friendly practice based in Sharrow Lane S11. Experience is an advantage although full training will be provided for the right candidate. A can-do attitude and flexible approach is essential.
Main Duties of the Job
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.
About Us
Sharrow Lane Medical Centre is a friendly practice and is part of the Heeley Plus PCN. We work collaboratively with the other practices in the network. We have a team of receptionists/care navigators led by our Reception Manager. Our clinical staff includes GPs, a Nurse Practitioner, Advanced Nurse Practitioner, and HCAs. We also have pharmacists, physiotherapists, and GP assistants. We have close ties with Heeley Trust Community Hub.
Job Responsibilities
MEDICAL RECEPTIONIST JOB DESCRIPTION
REPORTS TO: Practice Manager and Reception Manager
HOURS: 20 hours over 4 days
Job Summary:
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.
Job Responsibilities:
* Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
* Deal with all general enquiries, explain procedures, and make new and follow-up appointments.
* Using your own judgment and communication skills ensure that patients with no prior appointment 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 and ensure procedures are completed.
* Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
* Enter requests for home visits into the visit book and on the computer, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
* Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
* Book interpreters as required.
* Register patients on the online system and deal with online prescriptions.
* Ensure that an adequate supply of stationery, couch rolls, paper towels, and prescriptions are available in the consulting rooms and reception.
* Deal with the day-to-day running of the computer system and enter patient information onto the computer as required.
* Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
* Open mail and ensure that all correspondence is scanned and attached to patients' computer records.
* Take over-the-counter monies from patients and issue receipts.
* Make and serve refreshments, ensure the kitchen is kept clean and tidy.
* Ensure the reception area is left tidy and ready for use by incoming colleagues, together with information about any unsolved or urgent matters.
* Display posters and change displays where needed.
* Open up premises at the start of the day when first to arrive, deactivate alarm, and make all necessary preparations to receive patients.
* When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, and the alarm activated.
* Register new patients promptly and accurately and tidy notes where required.
* Provide additional cover for holidays and sickness at all three sites if needed.
* Undertake any other additional duties appropriate to the post as requested by the Lead GP or the Practice Manager.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to 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. They may also have access to information relating to the practice as a business organization. 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 authorized persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the practice Health & Safety Policy, to include:
* Using personal security systems within the workplace according to practice guidelines.
* Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
* Making effective use of training to update knowledge and skills.
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Equality and Diversity
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include:
* Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
* Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
* Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.
Personal/Professional Development
The post-holder will participate in any training program 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 team's performance.
* Work effectively with individuals in other agencies to meet patients' needs.
* Effectively manage own time, workload, and resources.
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize people's needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will:
* Apply practice policies, standards, and guidance.
* Discuss with other members of the team how the policies, standards, and guidelines will affect own work.
* Participate in audit where appropriate.
Person Specification
Qualifications
* GCSE grade A to C in English and Maths or equivalent.
* Ability to use a computer and email.
* Able to work flexibly - although set hours will be provided, holiday and sickness cover will be required.
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.
£11.44 an hour rising to £12.21 from April.
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