Medical Receptionist

We are looking to recruit a medical receptionist/administrator to join our friendly and supportive team. 25 hours per week working 4 hours per day, in line with the practice rota basis Monday to Friday between 8am to 6.30pm.

Previous experience working as a GP medical receptionist is desirable but not essential.

The role of the medical receptionist/administrator is very demanding; therefore, the ideal candidate will need to possess excellent communication and organisation skills. Being able to work as part of a team and on their own initiative is essential.

Experience working within a fast-paced office environment would be advantageous.

Main duties of the job

The main duties of the post are:

• Book in, amend and cancel patient appointments.
• Respond or redirect patient requests.
• Deal with patients' queries face to face, by telephone, and digitally.
• Create new patients on the clinical system.
• Invite patients in for annual reviews and investigations.
• Produce repeat prescriptions according to practice policy.
• Action items from the practice mailbox.
• Ensure letters are scanned into patient records.
• Ensure correspondence, reports, and results are coded and filed in the patient record.
• Signpost patients to appropriate services.
• Filter online consultations to direct to the appropriate person.
• Perform all other reception duties.

About us

We are a small friendly practice with 3500 patients. Our team consists of one GP partner, six clinical staff, and six admin staff. We have additional ARRS staff including Clinical Pharmacist, Pharmacy Technician, FCP, Care Coordinator, Social Prescribers, and a Mental Health Practitioner.

The practice has a special interest in minor surgery and joint injections.

• We are part of the Central Primary Care Network and have good relationships with other practices.

Job responsibilities

Responsible to: Practice Manager

Job Overview: To provide a high-quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals, and others.

You will be expected to act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional manner. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients.

It is imperative to convey a courteous and caring impression at all times to the Practice's patients.

To maintain skills and undertake such training and development as may from time to time be required to maintain personal competency.

It is your responsibility to ensure all mandatory training is kept up to date.

Responsibilities and Duties:

• Open and prepare the practice punctually in the morning and lock up in the evening.
• Greet patients and visitors in person.
• Assist patients on the phone, electronically, and in person, ensuring patients are at ease and giving any explanations within your competency.
• Care Navigation - Signposting patients to the correct service to ensure that they receive the right care first time as per reception triage protocol.
• Book in, amend, and cancel patient appointments in line with practice protocols to ensure optimum efficiency of the appointments system.
• Patient recall inviting patients in for annual reviews as per the diary.
• Circulate messages appropriately using electronic systems.
• Handle payments to the Practice by cash, card, cheque, and bank transfer ensuring accurate records are maintained.
• Ensure patients' records are accurate and up-to-date.
• Open and distribute Phoenix Medical Centre post both on paper and electronically, via email and dashboard.
• Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions.
• Ensure letters are scanned onto patients' records and sent to clinician/pharmacy appropriately.
• Summarise new patient records.
• Ensure correspondence is coded into the patient electronic record, including results, diagnosis, and procedures as per practice policy.
• Assist patients with registrations and inform them of the process, creating new patient records on the system.
• Send patient records to PCSE when they have de-registered with the practice.
• Check own emails daily.
• Flexibility to cross-cover sickness and holidays.
• Ensure consulting rooms are stocked with the necessary equipment, information, and forms to enable clinics to proceed without interruption.
• Report all significant events, including near misses, for inclusion in the Practice Risk Register.
• Practice the highest standards of confidentiality when dealing with all aspects of patient information.
• Participate in activities required to assess compliance with CQC Fundamental Standards.
• Participate in the maintenance of the complaints system at Phoenix Medical Centre and in resolving complaints to improve service.
• Use all equipment in accordance with published instructions and guidelines.
• Report any faults or safety concerns with equipment and premises.
• Maintain the health and safety of all staff, patients, and visitors.
• Participate in all activities required by CQC registration.
• Participate in regular reviews of personal development plans.
• Undergo further training as required by Phoenix Medical Centre.
• Maintain information noticeboard in line with national/local health promotion campaigns.
• Attend relevant meetings as required.
• Immediately report any safeguarding or compliance concerns.

Person Specification

Experience

• Experience working with the public.
• Experience working as part of a team.
• Experience working as a receptionist or administrator.
• Experience working as a medical receptionist/administrator within a GP practice.

Qualifications

• GCSE in English and Maths.
• NVQ Level 2 in Business Administration or Customer Services.

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.