We are a well established family practice serving a population of about 7000 patients in leafy North Chingford. We have a stable practice population which allows every one who works here the opportunity to get to know their patients. We have four partners and a stable receptionists teams, but are looking to recruit up to 2 new receptionists to work along side us.
We are a friendly team who value each member of our team as individuals. We encourage personal and professional growth.
The role is part time – we are looking for 2 new team members to contribute a combination of 30 working hours.
Main duties of the job
It would be ideal if we could have applicants who already have some experience working with patients – either in a hospital or general practice setting. However, we are also happy to train applicants willing to learn the ropes, who have had some experience working in the public sector.
Successful candidates will need to have good team working skills, excellent communication skills, and have a good grasp if IT. It would be helpful if the applicant has good typing skills as well.
Our team is extremely friendly and we support professional growth of our clinical and administrative staff in the practice. We have regular staff meetings and communicate on a daily basis to ensure that the staff are all happy and the practice is running smoothly.
We are supportive of professional development.
The doctors are all very approachable, and we have an open door policy for all of our staff.
The existing admin team are helpful, friendly and well trained. We are looking for a new member of our team to become part of the Ridgeway family.
OB DESCRIPTION MEDICAL RECEPTIONIST
PURPOSE OF JOB:
The purpose of the Receptionist’s job is to ensure that patients are able to access health services including contact/make an appointment to see a doctor in the appropriate manner depending on need and that all patient records are up-to-date and available for all users when required.
The purpose of the job is also to contribute to maintaining practice administrative systems such as data input, new patient registrations, correspondence, results and repeat prescribing systems.
Doctors in Training
Practice Nurse Team
Patients, carers and relatives
CCG/NHS England/Primary Care Support Services/NHS Board
Local laboratory services
Out of hours service
The Receptionist will adhere at all times to the practices agreed protocols and procedures, will contribute to updating them as required and will protect patient confidentiality at all times.
Reception staff will answer the various incoming outside lines into reception and also the internal lines.
Handle patients telephoning with an emergency in accordance with the practices protocol.
Provide future/on-the-day appointments/telephone advice slots with team members in accordance with practices Access Protocol.
Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies.
Forward calls to team members.
Answer patient enquiries.
Record and pass on messages.
Assist patients checking the availability of their prescription or with a query.
Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately. This will include the following list, which is not exhaustive:
Handle patients presenting at reception as an emergency in accordance with the practices protocol.
Provide future/on-the-day appointments in accordance with the practices Access Protocol.
Assist patients to check in for their appointments.
Process requests for repeat and acute prescriptions.
walk-in patients about how to access the service according to patient need.
Take requests for repeat prescriptions.
Welcome and provide practice information/registration protocol details for patients wishing to register with the practice.
Process changes of address/patient details.
Record and pass on messages.
Assist with unlocking and locking the surgery and ensure adherence to security procedures.
Receptionists will contribute to the updating and maintenance of all patient records. This will include the following. The list is not exhaustive:
Update registration and clinical details.
Input new patient registration data.
Transmit new registration and de-registration data updates to Practitioner Services/Primary Care Support England (registration details and records transfers).
Highlight incoming mail for coding.
Provide data for house calls (printed visit summary sheets).
Scan incoming correspondence and workflow to correct clinician.
Workflow incoming results to correct clinician.
Process incoming new patient records including arranging summarisation.
Provide printed appointments list for each surgery as a backup in the event that the system is unavailable.
Accurately re-file any paper records accessed by clinicians.
Receptionists will accurately record and pass on patient details and the content of the message in accordance with the practices message protocol.
Receptionists will contact patients by phone or using standard letters in accordance with doctors instructions and to agreed timescales.
Patient Transport and Interpreting servicesReceptionists will book patient transport and interpreters as needed in accordance with local arrangements and within agreed timescales.Recording Deceased Patients
Receptionists will ensure that they record any deaths according to the practices protocol and inform the appropriate professionals in the practice.
Photocopying of Patient Notes
Receptionists will photocopy patient notes for solicitors/insurance companies as required, in accordance with the practices protocol.
Processing paymentsReceptionists will accept and process payments for non-NHS services provided by the practice.CommunicationReceptionists will:
Communicate effectively, promptly and courteously with patients, carers and relatives.
Use the most expedient and appropriate means to communicate information to other team members.
Communicate appropriately and accurately with colleagues outside the practice and with due reference to the common law of confidentiality and the GDPR/data protection regulations.
Immediately inform a member of staff if a patient appears ill or if their behaviour causes concern (including correct use of Emergency/Collapse/Security protocols).
Explain how to use online services and how to download and use the NHS and clinical system app
Explain the process for joining the practice patient participation group
Keeping all physical notice boards in the practice up to date
Be aware of Child Protection issues and communicate concerns in accordance with practice protocol.
DECISION-MAKING CONTRIBUTIONReceptionists will attend and contribute to meetings in the practice (staff meetings, planning meetings, significant event, special projects). This will include contributing to the development and review of practice protocols.
QUALITY AND PERSONAL DEVELOPMENT
Participate in the practice appraisal system.
Perform tasks to the best of their ability and contribute to the performance of the team.
Take action to report/tackle identified issues which affect quality or present risk to patients, team members or the practice.
In the course of their duties, receptionists will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential.
Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, the GDPR and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected.
GCSE grade A to D in English and Maths
knowledge of GP IT systems (we are EMIS WEB)
Experience working with the general public
working with patients in a hospital or GP setting
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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