Medical Receptionist/Administrator

Dr Manickam is a small but very friendly practice based in the Hednesford Health Centre. We currently have three GP partners, a Nursing team, Reception Team and Management Team. The surgery is open between the hours of 8.00am to 6.30pm from Monday to Friday. The post holder will be expected to work regularly every day for 15 hours per week and extra to cover for annual leave and sickness. We are looking to recruit an individual preferably with some experience of Primary Care to support the Reception and Administrative team with the day to day workload. You will need to be reliable, professional and adaptable to an ever-changing environment. Due to the NHS commitment to moving to full electronic communications you must have excellent keyboard and computer skills, with a working knowledge of basic MS office programs such as Word/Excel and be comfortable and confident communicating via email.

Job responsibilities

• To cover reception desk, telephones and main reception duties in keeping with practice protocol in a promptly and courteous manner.
• Be polite and courteous to patients at all times projecting a positive image of the practice and always maintaining confidentiality.
• Process appointment requests from patients by telephone and in person.
• To be able to triage calls: signposting patients to relevant services or arranging appointments in surgery with the relevant clinician as appropriate.
• To have a sound and up-to-date knowledge of Local Care Pathways and local services, including the voluntary sector.
• To respond appropriately in emergencies situations.
• To understand the common needs and safeguarding issues of vulnerable patient groups including children, elderly housebound and those with long‑term conditions.
• Book interpreters as and when required.
• Receive and make telephone calls as required.
• Divert calls and messages ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits onto the clinical system ensuring all relevant details are recorded and, where necessary, refer to the appropriate services.
• To respond to and deal with all routine and complex enquiries.
• Generate online test request forms.
• To respond to requests for results of blood tests, x‑rays etc.
• Action all acute/repeat prescription requests.
• Deal with the day to day running of the computer system and enter patient information, clinical coding as required.
• Process patients change of address (have knowledge of the practice area).
• To file, both electronically and manually, photocopy, fax and email all medical correspondence as required by the practice, both relating to patients and the practice.
• General appointments/requests for patients via the E‑referral system.
• Advice patients of relevant charges for private services, accept payment and issue receipts if necessary.
• Accept and hand out completed prescriptions, letters, forms and specimen bottles etc.
• Register patients for online services and deal with online prescription requests.
• To explain practice procedures and requirements to new patients and temporary patients, providing new patients with all appropriate documentation and appointments enabling them to register with the practice.
• Ensure all new patients are registered on to the computer system promptly and accurately.
• Open post/correspondence and distribute as necessary.
• Ensure letters and hospital referrals are typed and attached/sent appropriately.
• To scan/workflow/clinically coded documents in relation to patients onto their computerised record.
• Liaise with all clinical staff reporting any problems to the Reception and/or Practice Manager or GP Partner as appropriate.
• To participate in the organisation of clinical rooms so that everyone knows which room to use.
• Ensure that the waiting room and reception area is left tidy at all times.
• Open up premises at the start of the day when first to arrive, and make all necessary preparations to receive patients.
• Ensure that all prescription stationery is locked away at the end of the working day.
• At the end of the day, ensure the telephone system has been transferred correctly to the out‑of‑hours service and secure the practice.
• To be flexible in the workplace in terms of hours worked as and when the need arises.
• Undertake any other additional duties appropriate to the post as requested by the Reception and Practice Manager and to meet the needs of new developments.

Person Specification

Experience

• Experience of working in a healthcare reception or administrative role.
• Working as part of a team.
• Have a high degree of empathy, diplomacy and integrity and awareness of patients needs.
• Experience of working in a GP practice.

Qualifications

• A recognised qualification (NVQ Level 2/GCSE Grades A‑D to include English and Maths) or have equivalent experience in a relevant role.
• Qualified to NVQ Level 3.

Knowledge and Skills

• Excellent keyboard and computer skills and a working knowledge of programs such as Microsoft Word/Excel.
• Ability to deal with sensitive and confidential issues professionally.
• Excellent organisational skills.
• Excellent telephone manner.
• Ability to use own initiative.
• Ability to multitask in a busy environment and to remain calm when working under pressure.
• Ability to follow practice policies and procedures.
• Experience of working in a GP practice.
• Knowledge of using EMIS Web.
• Knowledge of using Docman.
• Knowledge of READ/SNOMED coding, summarising, workflow of documents.

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 to check for any previous criminal convictions.