Due to a forthcoming retirement, Dr Manickam & Partners are looking to recruit a part-time Medical Receptionist for around 15-20 hours per week plus overtime. We are a very friendly and dynamic practice with approximately 4000 patients. There are three GP partners, and an experienced nursing and administration team.
There would be the opportunity for flexible working, with the need for cover for holidays and late evening working as part of a rota.
The working hours are between 7.45am to 6.30pm Monday to Friday.
Main duties of the job You would be working as part of a close team dealing with patient queries, care navigating and booking of appointments, answering face-to-face queries, raising repeat prescriptions and liaising with the GPs and other ad-hoc duties.
You will have an excellent telephone manner and experience in dealing with the public. You would need to be precise in your work and have excellent IT knowledge and skills, although specific system training will be available.
A personable outgoing and friendly manner is important for this role.
Phlebotomy skills would be an advantage, but are not essential.
About us Our practice consists of 3 GP partners, four receptionists, a reception manager, and a management team. We have an experienced nursing team. We also have the benefit of a social prescriber, a first contact physiotherapist, and a mental health practitioner team and pharmacy team.
You would be entitled to join the NHS Pension Scheme.
Job responsibilities Reception/Administration
To cover reception desk, telephones and main reception duties in keeping with practice protocol in a promptly and courteous manner.
Be polite and courteous to patients at all times projecting a positive image of the practice and always maintaining confidentiality.
Process appointment requests from patients by telephone, online methods, and in person.
To be able to care navigate calls: signposting patients to relevant services or arranging appointments in surgery with the relevant clinician as appropriate.
To have a sound and up-to-date knowledge of local care pathways and local services, including the voluntary sector.
To respond appropriately in emergency situations.
To understand the common needs and safeguarding issues of vulnerable patient groups including children, elderly housebound and those with long-term conditions.
Book interpreters as and when required.
Receive and make telephone calls as required. Divert calls and messages ensuring accuracy of detail and prompt appropriate delivery.
Enter requests for home visits onto the clinical system ensuring all relevant details are recorded and where necessary refer to the appropriate services.
To respond to and deal with all routine and complex enquiries.
Generate online test request forms.
To respond to requests for results of blood tests, x-rays etc.
Action all acute/repeat prescription requests.
Deal with the day-to-day running of the computer system and enter patient information, clinical-coding as required.
Process patients' change of address (have knowledge of the practice area).
To file, both electronically and manually, photocopy and email all medical correspondence as required by the practice, both relating to patients and the practice.
General appointments/requests for patients via the E-referral system.
Advise patients of relevant charges for private services, accept payment and issue receipts if necessary.
Accept and hand out completed prescriptions, letters, forms and specimen bottles etc.
Register patients for online services and deal with online prescription requests.
To explain practice procedures and requirements to new patients and temporary patients, providing new patients with all appropriate documentation and appointments enabling them to register with the practice.
Ensure all new patients are registered on to the computer system promptly and accurately.
Open post/correspondence and distribute as necessary.
Ensure letters and hospital referrals are typed and attached/sent appropriately.
To scan/workflow/clinically code documents in relation to patients onto their computerised record.
Liaise with all clinical staff reporting any problems to the reception and/or practice manager or GP partner as appropriate.
To participate in the organisation of clinical rooms so that everyone knows which room to use.
Ensure that the waiting room and reception area is left tidy at all times.
Open up premises at the start of the day when first to arrive, and make all necessary preparations to receive patients.
Ensure that all prescription stationery is locked away at the end of the working day.
At the end of the day, ensure the telephone system has been transferred correctly to the out of hours service and secure the practice.
To be flexible in the workplace in terms of hours worked as and when the need arises.
Undertake any other additional duties appropriate to the post as requested by the reception and practice manager and to meet the needs of new developments.
Health & Safety
You must adhere to health and safety standards to assist in promoting your own and others' health, safety and security as defined in the practice health and safety policy.
To use personal security systems within the workplace according to practice guidelines.
Identify risks involved in work activities and undertake such activities in a way that manage those risks.
Report any potential risks identified.
Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Make effective use of training to update knowledge and skills.
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 staff to respect their privacy and act appropriately.
In the performance of the duties outlined in this job description, you may have access to confidential information relating to patients and their carers, practice staff or healthcare workers. They may also have access to information relating to the practice as a business organisation. 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.
Communication
You should recognise the importance of effective communication within the team and will strive to communicate effectively with other team members, patients and carers.
Recognise people's needs for alternative methods of communication and respond accordingly.
Attend team meetings and contribute towards discussions on matters of practice policy affecting patients and staff.
Personal Development
To participate in any training programme implemented by the practice as part of this employment.
To participate in an annual performance review and take responsibility for maintaining a record of own personal and/or professional development.
Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
Maintain quality within the practice.
Work effectively with individuals in other agencies to meet patient needs.
Effectively manage own time, workload and resources.
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 team performance.
Alert other team members to issues of quality and risk.
Equality and Diversity
Support the equality, diversity and rights of patients, carers and colleagues.
Acting in a way that recognises 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 that is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights.
Contribution to the Implementation of Services
To apply all practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Assist in audits undertaken by the practice as appropriate.
Person Specification Experience
At least two years experience of working in a front of house environment, preferably a GP practice or other healthcare environment.
Friendly, approachable and presentable.
Good IT knowledge and skills.
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.
Two acceptable references, one being from previous employer, if applicable.
Experience of working in healthcare.
Knowledge of GP IT systems e.g. EMIS Web, Docman.
Experience of Care Navigation.
Qualifications
A recognised qualification (NVQ Level 2/GCSE Grades A-D to include English and Maths).
IT literacy.
Equivalent experience in a relevant role.
Qualified to NVQ Level 2.
Care Navigation Experience/Qualification.
Qualified in Phlebotomy.
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.
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There would be the opportunity for flexible working, with the need for cover for holidays and late evening working as part of a rota.
The working hours are between 7.45am to 6.30pm Monday to Friday.
Main duties of the job You would be working as part of a close team dealing with patient queries, care navigating and booking of appointments, answering face-to-face queries, raising repeat prescriptions and liaising with the GPs and other ad-hoc duties.
You will have an excellent telephone manner and experience in dealing with the public. You would need to be precise in your work and have excellent IT knowledge and skills, although specific system training will be available.
A personable outgoing and friendly manner is important for this role.
Phlebotomy skills would be an advantage, but are not essential.
About us Our practice consists of 3 GP partners, four receptionists, a reception manager, and a management team. We have an experienced nursing team. We also have the benefit of a social prescriber, a first contact physiotherapist, and a mental health practitioner team and pharmacy team.
You would be entitled to join the NHS Pension Scheme.
Job responsibilities Reception/Administration
To cover reception desk, telephones and main reception duties in keeping with practice protocol in a promptly and courteous manner.
Be polite and courteous to patients at all times projecting a positive image of the practice and always maintaining confidentiality.
Process appointment requests from patients by telephone, online methods, and in person.
To be able to care navigate calls: signposting patients to relevant services or arranging appointments in surgery with the relevant clinician as appropriate.
To have a sound and up-to-date knowledge of local care pathways and local services, including the voluntary sector.
To respond appropriately in emergency situations.
To understand the common needs and safeguarding issues of vulnerable patient groups including children, elderly housebound and those with long-term conditions.
Book interpreters as and when required.
Receive and make telephone calls as required. Divert calls and messages ensuring accuracy of detail and prompt appropriate delivery.
Enter requests for home visits onto the clinical system ensuring all relevant details are recorded and where necessary refer to the appropriate services.
To respond to and deal with all routine and complex enquiries.
Generate online test request forms.
To respond to requests for results of blood tests, x-rays etc.
Action all acute/repeat prescription requests.
Deal with the day-to-day running of the computer system and enter patient information, clinical-coding as required.
Process patients' change of address (have knowledge of the practice area).
To file, both electronically and manually, photocopy and email all medical correspondence as required by the practice, both relating to patients and the practice.
General appointments/requests for patients via the E-referral system.
Advise patients of relevant charges for private services, accept payment and issue receipts if necessary.
Accept and hand out completed prescriptions, letters, forms and specimen bottles etc.
Register patients for online services and deal with online prescription requests.
To explain practice procedures and requirements to new patients and temporary patients, providing new patients with all appropriate documentation and appointments enabling them to register with the practice.
Ensure all new patients are registered on to the computer system promptly and accurately.
Open post/correspondence and distribute as necessary.
Ensure letters and hospital referrals are typed and attached/sent appropriately.
To scan/workflow/clinically code documents in relation to patients onto their computerised record.
Liaise with all clinical staff reporting any problems to the reception and/or practice manager or GP partner as appropriate.
To participate in the organisation of clinical rooms so that everyone knows which room to use.
Ensure that the waiting room and reception area is left tidy at all times.
Open up premises at the start of the day when first to arrive, and make all necessary preparations to receive patients.
Ensure that all prescription stationery is locked away at the end of the working day.
At the end of the day, ensure the telephone system has been transferred correctly to the out of hours service and secure the practice.
To be flexible in the workplace in terms of hours worked as and when the need arises.
Undertake any other additional duties appropriate to the post as requested by the reception and practice manager and to meet the needs of new developments.
Health & Safety
You must adhere to health and safety standards to assist in promoting your own and others' health, safety and security as defined in the practice health and safety policy.
To use personal security systems within the workplace according to practice guidelines.
Identify risks involved in work activities and undertake such activities in a way that manage those risks.
Report any potential risks identified.
Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Make effective use of training to update knowledge and skills.
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 staff to respect their privacy and act appropriately.
In the performance of the duties outlined in this job description, you may have access to confidential information relating to patients and their carers, practice staff or healthcare workers. They may also have access to information relating to the practice as a business organisation. 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.
Communication
You should recognise the importance of effective communication within the team and will strive to communicate effectively with other team members, patients and carers.
Recognise people's needs for alternative methods of communication and respond accordingly.
Attend team meetings and contribute towards discussions on matters of practice policy affecting patients and staff.
Personal Development
To participate in any training programme implemented by the practice as part of this employment.
To participate in an annual performance review and take responsibility for maintaining a record of own personal and/or professional development.
Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
Maintain quality within the practice.
Work effectively with individuals in other agencies to meet patient needs.
Effectively manage own time, workload and resources.
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 team performance.
Alert other team members to issues of quality and risk.
Equality and Diversity
Support the equality, diversity and rights of patients, carers and colleagues.
Acting in a way that recognises 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 that is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights.
Contribution to the Implementation of Services
To apply all practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Assist in audits undertaken by the practice as appropriate.
Person Specification Experience
At least two years experience of working in a front of house environment, preferably a GP practice or other healthcare environment.
Friendly, approachable and presentable.
Good IT knowledge and skills.
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.
Two acceptable references, one being from previous employer, if applicable.
Experience of working in healthcare.
Knowledge of GP IT systems e.g. EMIS Web, Docman.
Experience of Care Navigation.
Qualifications
A recognised qualification (NVQ Level 2/GCSE Grades A-D to include English and Maths).
IT literacy.
Equivalent experience in a relevant role.
Qualified to NVQ Level 2.
Care Navigation Experience/Qualification.
Qualified in Phlebotomy.
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.
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