Medical Receptionist in Birmingham

Experienced medical receptionist required, knowledge of primary care an advantage. The role will support a team of reception and administrative staff, to help answer calls and deal with patients' queries and book appointments. Candidate needs to be confident in dealing with the general public, well versed and able to handle calls and queries in a professional and effective manner. This is an exciting opportunity to join a friendly, busy team. Empathy and patience is a must, but this can be a very rewarding, challenging role which would appeal to those that enjoy meeting people. The ability to multitask, be able to confidently use IT software packages and embrace constant change is a requirement.

Main duties of the job

• Answer Calls
• Act as front house, meet and greet patients at Reception
• To carry out various administrative duties
• Be flexible to be able to provide coverage for annual leave and sickness
• Work as part of a team on various workflows

About us

We are a busy GP surgery with 8400 patients. We have 9 Doctors, a Nursing team and various additional staff to help provide healthcare in our area. We are a busy practice, hardworking and have a good work ethic, striving for the very best service for our registered patients. We are gradually increasing in size and have recently expanded our practice premises to accommodate further clinicians. Our plan is to continue growing and adapting to meet patient demand. This is a purpose build healthcare facility with free parking, rest areas, and individual workstations. We sit in a semi rural area with transport links to the M42 Junction 3 and direct routes into Solihull, Redditch and Birmingham.

Job responsibilities

Main Purpose of the Post: To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff.

Major Duties and Responsibilities of the Post

• Reception Duties: Utilise and ensure efficiency of appointment system and monitor flow of patients. Ensure patients without appointments but who will “urgent consultations” are seen in a logical and non‑disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedures are explained. Advise patients of relevant charges for private services, accept payment, record and issue receipts as necessary. Respond to all queries and requests for assistance from patients and other visitors. Take requests for home visits, recording all relevant information enabling effective GPA triage. Ensure that requests for repeat prescriptions are dealt with accurately. Action requests for ambulance transportation and enter details on clinical system.
• Management of Appointment System: Ensure total familiarity with appointment system allowing correct time for appointments with doctor and practice nurse. Monitor effectiveness of system and report any problems or areas of concern.
• Management of Non‑Digital Medical Records: Retrieve and re‑file records as required, ensuring that strict alphabetical order is adhered to. Ensure all medical records are kept neat and tidy and in good repair. If necessary replace outer cover and ensure all information is recorded correctly on cover.
• Administrative Duties: Undertake additional delegated administrative duties as appropriate to the post, as agreed with the practice manager.
• Operation of Telephone System: Receive and make calls as required. Divert calls and take messages as appropriate. Take full details of messages that should be passed on to the doctors and record on the clinical system.
• Start and End of Day Procedures: Open premises at the start of the day as per the “Opening Up” procedure policy. Ensure all rooms are secured at the end of the day and alarm is set as per the “Locking Up” procedure policy. Any other delegated duties considered appropriate to the post.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description the post holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health and Safety

The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health and Safety Policy to include: Using personal security systems within the workplace according to practice guidelines. 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. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Equality and Diversity

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice procedures, policies and current legislation. Respecting the privacy, dignity, needs and beliefs or patients, carers and colleagues. Behaving in a manner which is welcoming to an individual, is non‑judgemental and respects their circumstances, feelings, priorities and rights.

Personal and Professional Development

The post holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post holder will strive to maintain quality within the practice and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance. Work effectively with individuals in other agencies to meet patients’ needs. Effectively manage own time, workload and resources.

Communication

The post holder should recognise the importance of effective communication with the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise people’s needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services

The post holder will: Apply practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audits where appropriate. As requested by the Practice Manager prepare statistical or data reports.

Special Requirements of the Post

An understanding, acceptance and adherence to the need for strict confidentiality. An ability to use own judgement, common sense and local knowledge to respond to patients’ enquiries and requests. An aptitude for learning—knowledge of medical terminology is important in this job. Reliability. Flexibility towards working hours. To be interested in trying out new methods and procedures. Willing to question areas of uncertainty and an ability to cope with exceptions to the normal routine.

Person Specification

Special Working Conditions: Flexible to the needs of the reception and the practice. Able to ensure correct uniform and presentation standards are met at all times.

Job Related Personal Skills: Good communication skills—oral and written on a day to day basis with the general public. Excellent customer care skills. Good interpersonal skills and an ability to actively listen. Willing to work co‑operatively with others. Commitment to equality of opportunity in employment and service delivery.

Qualifications: Good IT/Computer skills sufficient to operate word processing and excel spreadsheet skills. An understanding and commitment to customer care. Willingness to undertake further job related training. Administration qualification to NVQ Level 2 standard or similar. Knowledge of Data Protection and Financial Regulations.

Experience: Experience of general office administration. Sufficient to be able to undertake day to day related activities with a minimum of supervision. Previous or current employment within a healthcare setting. Experience of working as a Receptionist in a GP Practice.

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.