Medical Receptionist

Job Summary

Looking for something different from traditional general practice?

Come and join the growing Primary Care Directorate within North Staffordshire Combined NHS Healthcare Trust, working within our reception team.

We are looking to appoint a highly motivated and committed Medical Receptionist to join our team at Keele Surgery, working 28 hours a week.

Band 2 - £22,383 per annum pro rata.

We are a friendly and well organised team with a forward-thinking approach, working with Proud to Care Values as part of an outstanding organisation.

Main duties of the job

To offer patients, clinical staff, attached and external agencies an efficient, reliable and courteous reception service and to provide administrative support to the practice in order that it may function effectively, and in accordance with practice policy on confidentiality. Customer service and communication forming an essential element of the role.

To provide excellent team working skills to ensure a quality and efficient service is provided to patients and wider stakeholders.

To work within the processes and protocols which allow the organisation to comply with CQC and clinical and information governance requirements.

Job responsibilities

Key Duties/Responsibilities

Reception Services To Patients:

Ensuring the smooth and efficient running of our reception area, working as part of our reception team. Acting as a first contact with the practice and being aware that you are an ambassador for our surgery. Application of registration procedure for new patients and their induction into the practice via booking of an optional new patient assessment and distribution of the practice information leaflet. Receiving patients at the desk and directing as necessary.

Application procedures for temporary residents and those requiring immediately necessary treatment. Operation of the appointments system which will include booking of arrivals and negotiating suitable appointment arrangements with patients. Ensuring clinicians are made aware of patients requiring urgent assessment. Monitoring and managing the waiting area to ensure that patients are seen in a timely manner and within a safe environment. Processing patient queries appropriately and ensuring follow up. Processing and distribution of claim forms etc. Receipt and processing of medical mail, both postal and hand delivered in accordance with the protocol for processing the daily post.

To understand the difference between repeat and acute prescriptions and deal with appropriately. Issuing and management of repeat prescriptions in accordance with our Repeat Prescribing Policy. To deal with patient requests for non-recurrent medication and liaise with the appropriate clinician for such requests. Operation of security protocol for stocks of prescriptions. Receiving specimens, ensuring that they are correctly labelled and identifiable and ensuring their appropriate distribution in accordance with our Health & Safety policy. Direct liaison with other services such as Pharmacies, community services etc. Sign-posting to services provided both in-house and externally.

Telephone Services:

Providing a telephone service, answering within four rings where ever possible. Negotiation and booking of suitable appointments with patients using our appointment booking system. Addressing queries, liaising and problem-solving for patients, and other agencies such as social services, community and secondary care services. Accepting emergency requests for appointments or visits from patients and liaising with clinician on call to ensure continuity of care. Sign-posting to appropriate services. Booking external services such as ambulance transport. Informing patients of clinician instructions and/or administrative requests or requirements. Forwarding telephone calls on to appropriate team member.

Communication Systems:

Frequent inspection of and acting upon or entering: Practice Message Sheets and/or EMIS practice notes. Message book instructions White board messages EMIS alert and screen messages Emails Accessing and using external specified electronic systems required for patient day to day management. INR book entries Medical Report Logbook entries Messages distributed via individual work baskets Assisting with processing of mail in accordance with practice protocol. Timely and secure sending or receiving of faxes and initiating actions accordingly. Appropriate use of Language Line. Accepting and relaying messages to team members using approved methods of communication.

Teamwork:

Working together and supporting each other across the practice team. Ensuring that a general broad knowledge of all tasks is in place and requesting further support and training as gaps in knowledge are identified. Liaising with and supporting practice team members for general queries and any practice systems which are in place such as recall, target achievement etc. Contributing towards any projects or pilots that the practice may take part in. Acting upon clinical team queries and/or instructions from the clinical team. Identifying issues which need further management and making the appropriate team member aware of the need to action. Contribution towards the setting up of appropriate protocols and adhering to them Covering team absences to ensure a safe working environment and preservation of safe working systems.

Person Specification

NVQ 2 Qualification In Administration Or Equivalent Experience Essential

• Qualification & experience

Customer service skills Essential

• Customer service skills

Experience within general practice environment or similar Essential

• Transferable experience

Communication and keyboard skills Essential

• Evidence of experience or qualification

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.

Employer details

Employer name: North Staffordshire Combined Healthcare Trust

Address: Keele Surgery, Newcastle-under-Lyme, ST5 5BG

Employer's website: https://www.combined.nhs.uk/working-together/join-our-team/