Practice Receptionist in Rugeley

We are seeking a friendly and motivated individual to join our Reception Team. Strong communication skills and a good working knowledge of Microsoft Word are essential. Previous experience in a patient-facing or client-facing role is highly desirable. The Horsefair practice group is a busy and often fast-paced environment, and we pride ourselves on being a supportive and welcoming team. This position is for 1 full time post.

Practice opening hours: Monday to Friday, 8:00 am to 6:30 pm.

Brief Summary of Role: To provide the first point of contact, via telephone and face to face, to patients and visitors to the Practice; directing them to the most appropriate service for their needs. To undertake clerical duties as necessary and to enter relevant data onto the computer system. To support clinicians during their surgeries; and liaise with all members of the Practice Team to ensure the efficient, effective provision of our General Practice Service.

Main duties of the job:

• To greet patients and visitors in a friendly, approachable and empathetic manner.
• To listen to their requests and to direct them to the most appropriate Service.
• To inform our patients of the varied services available to them at the Practice.
• To book, cancel and re-arrange appointments as necessary.
• To answer telephone enquiries promptly and professionally.
• To act as chaperone within a clinical consultation when requested.
• To undertake coding of clinical information and enter this on patients medical records.
• To liaise with other agencies such as the ambulance service, hospital clinics, other practices and community services.
• To open and distribute incoming post in line with practice procedure.
• To be responsible for generating repeat prescriptions.
• To be responsible for the management of patient records in line with practice procedures.

About us: The Horsefair Practice Group is a teaching/training group of practices of over 21,000 patients and delivers high quality care to our patients. The Horsefair Practice Group runs 2 GP Practices: Sandy Lane Surgery, based at Sandy Lane Health Centre, and The Horsefair Practice, with branches at Sandy Lane Health Centre, Armitage Surgery, and Hillsprings Surgery.

Job responsibilities:

• To provide the first point of contact to patients and other visitors to enable access to appropriate services in a professional and courteous manner.
• To undertake clerical duties as necessary and to enter relevant data onto the computer system.
• To provide support for clinicians to enable the effective day-to-day running of the practice.
• Staff may be asked to work flexibly in terms of the jobs that they do, the hours they work and occasionally for business need the location from which they work.

Main Responsibilities:

Reception:

• To ensure that patients and visitors are greeted professionally and courteously and directed to the appropriate services.
• To deal with queries effectively and efficiently in line with practice procedures.
• To book patients in with the most appropriate clinician using guidance provided by management.
• To be responsible for the appointment diary and appointment system by making, changing, and cancelling appointments as requested.
• To answer telephone enquiries promptly and professionally in line with practice procedures.
• 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 be responsible for diverting and restoring the telephone service.
• To act as chaperone within a clinical consultation when requested.
• To ensure that all general areas are kept tidy and presentable.
• To ensure all literature and posters within the practice are up to date.
• To respond appropriately in emergency situations.
• To understand the common needs and safeguarding issues of vulnerable patient groups including elderly housebound and those with long-term conditions.
• Keeping a supply of Welcome Packs, Registration documentation and patient forms (Consent; Complaints; NHS Expenses Claims forms etc.) available.
• Accepting, advising and checking registration documentation; that it meets practice and NHS Policy requirements.
• Keeping Waiting Room and Reception Desk tidy at all times.
• Checking that patients aren’t unnecessarily waiting and ensuring that the Front Desk queue is at a minimum at busy times.

Administration:

• To undertake general filing in a timely and accurate manner.
• Providing Welcome Packs to new patients.
• To undertake read coding of clinical information and enter this on patients medical records.
• To scan incoming patient information onto the medical system.
• To undertake photocopying/scanning in a timely and accurate manner.
• To be responsible for liaising with other agencies such as the ambulance service, hospital clinics, other practices and community services.
• To be responsible for opening and the distribution of incoming post in line with practice procedure.
• To provide clerical support as and when required.
• To be responsible for completing forms, letters and referrals as requested by practice staff.
• To be responsible for the set up of clinicians rooms ready for use.
• To be responsible for generating repeat prescriptions.
• To be responsible for the management of patient notes/Docman tasks in line with practice procedures.
• To be responsible for the adequate supply of stationery.

Computer/IT:

• To utilise medical software systems to enable the effective handling of patients and practice information and information supplied by other agencies.
• To be responsible for reading and the action emails on a daily basis.
• To input data accurately onto patient records and software systems.
• To be responsible for allocating lab reports and prescription requests to clinicians.
• Registration of new patients and removal of deceased patients in accordance with current practice Policy.
• Understanding of QOF targets so actions are performed in keeping with these targets, which will include data collection and advising patients when reviews are overdue.

Qualifications:

• A good working knowledge of Microsoft Word.
• GCSE (or equivalent) in English and Maths.
• Experience in working in a patient-facing or client-facing environment.
• The ability to work as part of a strong team, within a busy, professional environment.
• You will be conscientious; flexible; empathetic; have attention to detail; and can apply a common sense approach.

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.