Medical Receptionist

We are a friendly, inner-city large busy GP training practice located in the heart of Stoke Newington. We are ideally looking for an experienced Receptionist, but are willing to train the right candidate who has previous General Practice experience in some capacity. You should be hardworking, reliable and flexible, with excellent communication and interpersonal skills. You must be able to work well individually or as part of a team. The Reception Team is often the first point of contact for our patients and we expect our staff to project a positive, approachable and professional image at all times. We provide extensive, ongoing training to all our staff teams and you will be expected to participate fully in all aspects of both the practice and your own professional development.

Main duties of the job

• Be the first point of contact between the patient and the Practice, offering general assistance to the Practice team whilst projecting a positive and friendly image to patients and other visitors, either in person or via the telephone.
• Assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective manner.
• You will undertake a variety of administrative duties to assist in the smooth running of the Practice.
• The job will require you to facilitate communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

About us

We are a very busy dynamic GP Practice in the heart of Stoke Newington with 12,000 patients offering a service that is accessible to and addresses the needs of all groups within the local community. We provide a rewarding and supportive working environment for our staff.

Job responsibilities

• Handle enquiries and make appointments for patients using your knowledge of our services to help the patient to receive the help they need as soon as possible.
• Maintaining and monitoring the Practice’s appointment system.
• Meet and direct patients and visitors to the practice using the policies of the practice as guidance.
• Operate the telephone system, other communication equipment and computer system as required.
• Answer the telephone in a prompt and timely manner and deal with or redirect enquiries.
• Accept patients requests and queries and act appropriately; including home visits, registration procedures and written repeat medication requests.
• Prepare repeat prescription for checking and signing by Doctors and distribute appropriately for collection by patients.
• Issue appropriate specimen containers and instructions to patients, explaining their use and later receiving back specimens when required.
• Advise patients that fees and charges may be made for services performed by the Practice which are outside the scope of those offered free by the NHS.
• Register new patients and update patient demographics and/or addresses following practice policy.
• Manage the Duty Receptionist list and liaise with clinicians where necessary.
• Receive cash payment from patients for these services, issue proper receipts and appropriately record receipt of such monies.
• Relay messages as required between Doctors, clinical staff, patients, colleagues and other professionals.
• Maintain electronic and manual medical records for use when needed in patient appointments, for home visits, when processing repeat prescriptions, test results and for insurance reports.
• Extract records of patients deleted from practice list, print all relevant computer entries and ensure smooth transition to the new GP practice.
• Computer data entry/data allocation and collations; processing and recording information.
• Initiate contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Maintain supplies of stationery available in reception area.
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstruction and clutter.
• Opening up/locking up of Practice premises and maintaining security in accordance with Practice protocols.
• Behave and interact in a friendly, courteous and professional manner.
• Attend staff meetings of a general nature.
• Undertake training where relevant to the tasks and responsibilities associated with the job and under direction from the Management Team.
• Act as a chaperone as required, subject to training.
• Cover for colleagues absence on leave and/or Practice business.
• At the end of the day: tidy the working areas, put records and patient information away, tidy the waiting rooms and public areas, ensure the building is safe to be locked and made safe.
• Participate in the Practice’s Extended Access service, which may require working occasional shifts outside normal opening hours, including early mornings, evenings and weekends.
• Assist the Duty Doctor with the triage of online patient requests, ensuring patients are directed to the most appropriate service or clinician in a timely manner.
• Such other tasks and activities as determined by the Management Team.

Quality

The post-holder will strive to maintain quality within the Practice, and will:

• ensure information and documentation is accurate;
• alert the management team to issues of risk;
• assess own performance and take accountability for own actions, either directly or under supervision;
• contribute to the effectiveness of the team by reflecting own and team activities and making suggestions on ways to improve and enhance the teams performance;
• manage own time, workload and resources.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice’s Health & Safety Policy, to include:

• identifying the risks involved in work activities and undertaking such activities in a way that manages those risks;
• making effective use of training to update knowledge and skills;
• reporting incidents and accidents;
• ensuring correct PPE is worn for the appropriate task;
• ensuring all areas are tidy and free from hazards;
• carrying out regular housekeeping;
• ensuring manual handling and lifting techniques are used.

Personal/Professional Development

The post-holder will participate in any training offered and take personal responsibility for developing their knowledge, techniques and skills.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

• establish and maintain effective working relationships with co-workers, patients and carers;
• recognise peoples needs for alternative methods of communication and respond accordingly.

The following attributes are considered essential to this post:

• tenacious with an eye for detail;
• ability to work autonomously and use initiative to resolve issues but elevate problems or questions as appropriate;
• a strong customer service ethic and skills;
• well organised with the ability to multi-task;
• a friendly can do attitude;
• tolerance of a lot of people contact;
• a mature, empathetic nature;
• be professional, friendly and tactful;
• resilient, independent, positive and self-motivated;
• personable, team player;
• ability to work under pressure;
• able to take direction from the management and implement priorities;
• good listening and organisational skills;
• excellent IT skills and proficient in the use of Word/Excel and office package;
• shows integrity;
• and ability to maintain confidentiality and discretion at all times.

The post holder is required to respect the confidentiality of all matters that they might learn in the course of their employment. The post holder must respect the requirements set out in the Data Protection Act 2018.

The Practice reserves the right to vary or amend the duties and responsibilities detailed in this job description at any time according to the needs of the business. The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover for absences, to equalize peak work periods or otherwise to balance the workload.

Qualifications

• Good verbal communication skills
• Good written communication skills
• Computer Literate
• Primary Care (General Practice) experience
• Ability to prioritise personal work
• Understanding of Equal Opportunities
• Professional manner and appearance
• Able to work flexible hours as required
• Understanding of the importance of Patient Confidentiality
• Telephone Experience
• Reception Experience
• NHS experience
• Experience of working with the public
• Working knowledge of EMIS computer system
• Knowledge of General Practice Procedures
• Experience of working in a multi-cultural environment
• Local Knowledge (ie, City & Hackney area)

Experience

You will need to successfully demonstrate all the items in the Essential column in order to fulfil our requirements for this post. You must ensure that they are clearly mentioned on the form or you will not be shortlisted for interview. Please also demonstrate items from the Desirable columns.

Flexible Working:

All staff are employed on the understanding that changes in the NHS and General Practice in particular will result in the frequent updating and amending of job descriptions and organisational structures. Staff are only offered posts on the basis that they accept their role and function and working hours will inevitably change in line with Practice requirements.

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.