To be the main point of contact between the patient, doctors and primary healthcare team. The postholder will work as part of a team under the indirect supervision of the Patient Services and Operations Lead and undertake tasks and duties delegated by the Senior Receptionist. They will work collaboratively with the reception team to meet the needs of patients, following policies and procedures while providing supervision to more junior staff.
Main duties of the job
* Communication: Communicate effectively with other team members, patients and carers, recognising their needs for alternative methods of communication.
* Health safety and security: Adhere to practice agreed protocols, procedures and guidance in relation to health and safety, security and welfare.
* Quality: Support and participate in shared learning in relation to complaints, clinical incidents and near-miss events.
* Teamworking: Work as an effective and responsible team member, ensuring effective time-management strategies are embedded in your personal practice.
* Equality and diversity: Act as a role model in good practice relating to equality and diversity.
* Information processes: Maintain confidentiality and adhere to practice policies and protocols in relation to Information Governance.
About us
We are a friendly team who work hard to deliver care to our practice population. The team meets together outside work for social events such as theatre trips, quiz nights, summer BBQs and Christmas parties. Work/life balance is important for health and wellbeing, so we encourage everyone to take regular breaks to recharge.
Job responsibilities
JOB TITLE: MEDICAL RECEPTIONIST
MAIN PURPOSE OF POST:
To be the main point of contact between the patient, doctors and primary healthcare team.
RESPONSIBLE TO: Dr S Schulz and Partners and the Management Team
LINE MANAGER: Patient Services and Operations Lead
The postholder will work as part of a team under the indirect supervision of the Patient Services and Operations Lead and undertake tasks and duties delegated by the Patient Services and Operations Lead or Senior Receptionist. They will work collaboratively with the reception team to meet the needs of patients, following policies and procedures while providing supervision to more junior staff.
KEY RESPONSIBILITIES:
* Communication
* Health safety and security
* Quality
* Teamworking
* Equality and diversity
* Information processes
Communication
* Communicate effectively with other team members
* Communicate effectively with patients and carers, recognising their needs for alternative methods of communication
* Recognise potential areas of conflict, preventing where possible and reporting to senior members of staff if unable to resolve.
Health safety and security
* Use the personal security systems within the workplace according to practice guidelines
* Identify the risks involved in work activities and undertake them in a way that manages the risks
* Adhere to practice agreed protocols, procedures and guidance
* Know the general principles of first aid and resuscitation to be able to undertake initial actions as appropriate
* Be aware of statutory child health procedures and statutory local guidance and referral criteria
* Know the health and safety policies and procedures within the workplace, including fire procedures, maintaining documentation, monitoring and maintaining of equipment and furniture within your area of responsibility
* Use the computerised information systems monitor safely and according to current protocols and procedures
* Follow procedures relating to the risks to health of microbiological and chemical hazards within the working environment according to the Control of Substances Hazardous to Health
Quality
* Alert other team members to issues of quality and risk in the care of patients
* Ensure own actions are consistent with governance systems
* Know the practice policies available in the practice staff handbook
* Prioritise, organise and manage own workload in a manner that maintains and promotes quality
* Participate in the maintenance of quality governance systems and processes across the practice and its activities
* Support and participate in shared learning across the practice and wider organisation
* Participate in the review and identify learning from patient complaints, clinical incidents and near-miss events
* Participate in performance monitoring review of the team, providing feedback as appropriate.
Teamworking
* Understand own role and scope in the organisation and identify how this may develop over time
* Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working
* Ensure clear understanding and utilisation of communication systems within the practice
* Accept delegation from other members of the team, prioritise own workload and ensure effective time-management strategies are embedded in your personal practice
* Work effectively with others to provide a quality service to internal and external customers
* Participate in team activities that create opportunities to improve quality of patient experience and care
Equality and diversity
* Identify patterns of discrimination, take action to overcome this, and promote diversity and quality of opportunity
* Enable others to promote equality and diversity in a non-discriminatory culture
* Support people who need assistance in exercising their rights
* Monitor and evaluate adherence to local chaperoning policies
* Act as a role model in good practice relating to equality and diversity
* Accept the rights of individuals to choose their care providers, participate in care and refuse care. Assist patients from marginalised groups to access quality care
Information processes
* Record information in an accurate and timely fashion using manual or computer systems as appropriate
* Maintain confidentiality of information relating to patients, relatives, staff and the practice
* Take the necessary precautions when transmitting information
* Understand own and others responsibility to the practice regarding Freedom of Information Act
Person Specification
Qualifications
* Basic literacy and numeracy skills
* Basic computer experience
* Willingness to undertake an NVQ or an equivalent qualification
* NVQ level in Customer Care
Experience
* Has proven customer care experience
* Experience working as a medical receptionist in general practice or in a similar healthcare environment
Knowledge and skills
* Demonstrates a basic understanding of the needs of the patient and the role of the medical receptionist
* Demonstrates a basic knowledge of information governance and confidentiality
* Demonstrates good IT skills, including use of database systems
* Can demonstrate a good understanding of needs of the patient and the role of the medical receptionist
* Demonstrates a good understanding of how important information governance and confidentiality are within general practice
* Experience using EMIS Web
Communication and verbal skills
* Good interpersonal and communication skills
* Able to communicate routine information that requires tact and persuasive skills, or where there may be barriers to understanding
* Ability to communicate effectively via telephone, face to face or in group discussions
* Proven ability to communicate effectively at all levels in a medical environment.
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