Job description

Job responsibilities

Job Summary :

The purpose of the role is to:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of administrative support to clinical staff and other members of the practice team

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Be flexible with regard to holiday/sickness cover

Duties and Responsibilities :

The duties and responsibilities to be undertaken by members of the practice reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Senior Receptionist/Practice Manager, dependent on current and evolving practice workload and staffing levels:

• Ensure compliance with all practice protocols and procedures
• Ensure an effective and efficient reception service is provided to patients and other visitors to the practice
• Deal with general enquiries, explain procedures and make appointments, new and follow up, dealing with urgent requests
• Maintaining and monitoring the practice appointments system and ensure action is taken to resolve any problems
• Advise patients of results in accordance with Standard Operating Procedure
• Action computerised practice tasks
• Action requests for ambulance transportation (urgent and routine) and enter details in appropriate folder
• Respond to queries and requests for assistance from patients and other visitors
• Advise patients of relevant charges for private services, accept payment and enter into cash book
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed
• Register patients
• Process change of address details
• Receive and make calls as required. Transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Opening up/locking-up of practice premises and maintaining security
• Processing repeat prescriptions in accordance with practice guidelines
• Handing completed prescriptions to patients, checking name and address
• Entering patient information onto the computer as required, in particular in relation to the Read coding of medical conditions
• Sorting and summarising of medical records
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure
• Retrieve and refile records, as required, ensuring that strict alphabetical order is adhered to
• Using docman and docman workflow for attaching, scanning of correspondence, reports, results ensuring scanned in correct record and any action to be taken is dealt with, particularly with regards to results to be seen by the duty doctor the same day
• Photocopy as requested
• Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
• Providing administrative assistance to Trust staff as required
• Ordering, re-ordering and monitoring of stationery and other supplies
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Job responsibilities

Job Summary :

The purpose of the role is to:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of administrative support to clinical staff and other members of the practice team

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Be flexible with regard to holiday/sickness cover

Duties and Responsibilities :

The duties and responsibilities to be undertaken by members of the practice reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Senior Receptionist/Practice Manager, dependent on current and evolving practice workload and staffing levels:

• Ensure compliance with all practice protocols and procedures
• Ensure an effective and efficient reception service is provided to patients and other visitors to the practice
• Deal with general enquiries, explain procedures and make appointments, new and follow up, dealing with urgent requests
• Maintaining and monitoring the practice appointments system and ensure action is taken to resolve any problems
• Advise patients of results in accordance with Standard Operating Procedure
• Action computerised practice tasks
• Action requests for ambulance transportation (urgent and routine) and enter details in appropriate folder
• Respond to queries and requests for assistance from patients and other visitors
• Advise patients of relevant charges for private services, accept payment and enter into cash book
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed
• Register patients
• Process change of address details
• Receive and make calls as required. Transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Opening up/locking-up of practice premises and maintaining security
• Processing repeat prescriptions in accordance with practice guidelines
• Handing completed prescriptions to patients, checking name and address
• Entering patient information onto the computer as required, in particular in relation to the Read coding of medical conditions
• Sorting and summarising of medical records
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure
• Retrieve and refile records, as required, ensuring that strict alphabetical order is adhered to
• Using docman and docman workflow for attaching, scanning of correspondence, reports, results ensuring scanned in correct record and any action to be taken is dealt with, particularly with regards to results to be seen by the duty doctor the same day
• Photocopy as requested
• Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
• Providing administrative assistance to Trust staff as required
• Ordering, re-ordering and monitoring of stationery and other supplies
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Person Specification

Qualifications

Essential

• Good standard of general education

Desirable

• GCSE Mathematics
• GCSE English
• NVQ in Customer Service

Experience

Essential

• Practical experience of working with others
• Experience of using own initiative
• Experience of customer service

Desirable

• Experience of working within a General Practice Reception environment or other NHS environment

Qualifications

Essential

• Good standard of general education

Desirable

• GCSE Mathematics
• GCSE English
• NVQ in Customer Service

Experience

Essential

• Practical experience of working with others
• Experience of using own initiative
• Experience of customer service

Desirable

• Experience of working within a General Practice Reception environment or other NHS environment

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Madeley Practice

Address

Moss Lane

Madeley

Crewe

CW3 9NQ

Employer's website

https://www.madeleypractice.co.uk (Opens in a new tab)