Job summary
The post-holder will provide a high standard ofadministrative support to the patients, staff (clinical and non-clinical) andothers, enabling the effective operation of the practices business andfunctions, whether that be on the front desk reception and/or by undertakingadministrative tasks.
The role will also involve time on the reception desk and telephones, directly supporting patients.
Main duties of the job
The post-holder will act asfirst point of contact for all patients and/or visitors to the practice,ensuring a courteous and professional service is provided to patients and anyother visitors to the Practice.
Supportcolleagues in the core administration functions, with regards to
Access - managing appointments (using the Care Navigation process appropriately)
Clinicmanagement / patient list management
Scanningand Coding
Correspondence - postal, electronic, incoming and/or out-going
Finance - taking payments / issuing receipts
GPlinks
Patientregistration
Patientsummaries
Prescriptionadministration
ProjectLead on a particular area / issue
Recordsmanagement
Samplehandling
Otheradministrative tasks as deemed relevant, appropriate, and necessary.
About us
We are a friendly and welcoming practice team,working from a modern, purpose-built three-storey eco-friendly, sustainablebuilding, with ample free designated car parking in this former mining village,situated outside of Durham City and easily accessible to commuter routes (,Newcastle, Sunderland, the A1).
Weare an EMIS practice, with a growing patient list of currently ca. 10,700 patients.
Job description
Job responsibilities
1. Patient Experience
The post-holder will
Ensure aneffective and efficient reception service is provided to patients and visitorsto the Practice.
Deal with allgeneral enquiries, explain procedures and make new and follow-up appointments.
Use his/her ownjudgement and communication skills ensure that patients with no priorappointment but who need urgent consultation are seen in a logical andnon-disruptive manner.
Explain registrationarrangements to new patients and those seeking temporary cover and ensure thecorrect procedures are completed.
Enter requestsfor home visits on to the system.
Process repeatprescription requests and ensure that they are ready for collection by thepatient within the 2 working day time limit.
Advise patientsof relevant charges for private (non-General Medical Services) services as perpractices fees schedule and accept payment and issue receipts for same.
Encourage use ofpatient on-line facilities (, booking appointments via website, orderingrepeat medication on-line or signing up for on-line access to medical record).
Monitor thepatient check in facility and PODs, encouraging and supporting patients to useit.
2. Telephony
The post-holder will
Receive and make telephone calls asrequired. Divert calls and take messages, ensuring accuracy of detail andprompt appropriate delivery.
Process calls made to the appointmentstelephone line.
Processcalls made to the prescription telephone line.
Callhandle telephone calls (gold standard is within 3 rings of phone firstringing); appropriately during surgery opening times and signposting to otherservices appropriately outside of surgery opening hours.
3. Administration
The post-holder will
Have a thoroughknowledge of, and work in accordance with, all practice procedures andprotocols.
Disposal of all out-of-dateletters in accordance with practice policy.
File relevantpatient information on patient records as per practice protocol.
Process medicalrecord requests, insurance / medical reports, hospital letters, summaryprint outs, general administration forms and leaflets, healthquestionnaires, practice leaflets.
Open and process incomingpost.
4. Data Processing
The post-holder will
Ensure that allnew patients are registered onto the computer system promptly and accurately.
Enter patientinformation on to the computer as required.
Update datepatient information,, register new patient or change of address inaccordance with the practice area.
Process patientnotes and correspondence: retrievingand re-filing records as required.
Ensureall necessary correspondence is scanned according to due process, and then forwardto the appropriate clinician (if necessary).
Codecorrespondence in accordance with practice protocols.
Processelectronic prescription requests as necessary.
Processtasks daily as appropriate.
4. Premises
The post-holder will
Whenfirst to arrive at the start of the day, deactivate alarm and make allnecessary preparations to receive patients.
Whenlast to leave at the end of the day, ensure that the building is totallysecured, internal lights are off and the alarm activated.
Ensurebuilding security throughout opening hours.
Person Specification
Experience
Essential
1. At least one year's experience of working in a doctors surgery
2. Experience of working with the public
Desirable
3. Experience of administrative duties in a health care setting
4. Experience of receptionist duties in a health care setting
Personal Qualities
Essential
5. Polite and confident
6. Flexible and cooperative
7. Motivated
8. Forward thinker
9. High levels of integrity and loyalty
10. Sensitive and empathetic personality
11. Ability to work under pressure
Qualifications
Essential
12. Educated to GCSE level or equivalent
13. GCSE Mathematics & English (C or above)
Skills
Essential
14. Excellent communication skills (aural, oral and written)
15. Strong IT skills
16. Clear, polite telephone manner
17. Competent in the use of Office and Outlook
18. Effective time management (Planning & Organising)
19. Ability to work as a team member and autonomously
20. Good interpersonal skills
21. Problem solving & analytical skills
22. Ability to follow policy and procedure
Desirable
23. EMIS Web user skills
Other requirements
Essential
24. Flexibility to work outside of core office hours
25. Disclosure Barring Service (Enhanced DBS) check