Practice Receptionist in Teddington

We are looking for a full-time practice receptionist to join our friendly team on a fixed term 12 month contract (covering maternity leave). Our receptionists work closely with the clinical team to provide a high quality service for our patients in a supportive environment.

Main duties of the job

You will be based within the reception team, working mainly on the front desk - helping patients to access services and responding to their queries. You will also undertake administrative tasks, such as scanning, prescription management, responding to emails and arranging clinics.

About us

Park Road Surgery is based in Teddington, in SW London. We are a busy surgery, with about 13,000 patients. Our team comprises of 10 GPs, 2 nurses, a HCA, phlebotomist, 2 pharmacists and a full team of receptionists/administrators. We are a training practice and so have 2 trainee doctors with us as well. Our team work closely together within a supportive environment. We use the Medicus clinical system. This is a new system and we are proud to have helped to develop it. Training will be given to new members of staff on the clinical system.

Job responsibilities

• Reception

• Receiving patients at the Practice
• Receiving and handing completed repeat prescriptions to patients and checking names and addresses
• Respond to patient queries appropriately e.g. requests for test results
• Be able to cover all reception positions as necessary
• Completing tasks as requested by clinicians

• Process appointment requests for all types of appointments from patients by telephone, online and in person
• Taking booking information from patients and booking or referring them to appropriate service
• Booking in patients as they arrive and monitor and assist in waiting room as required
• Deal with visits requests
• Assist patients who require emergency treatment as required

• Coding the information into the practice clinical system
• Auditing data collection standards in the practice
• Scanning of letters and relevant correspondence into patients notes
• Summarisation of patients notes when requested
• To ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required by the doctors, nurses and manager
• Troubleshoot clinical database
• Report faults to software supplier and track progress, where required
• Pro-actively initiate data quality improvement projects

• To have a thorough knowledge of all Practice procedures and to work in accordance with written protocols
• Ensure that correspondence and medical records received (whether in paper form or electronically) are actioned appropriately
• Shred and photocopy as requested
• Respond to online triage requests and emails, in line with practice policy

• Registrations of new patients computer data entry and medical records
• Enabling patients to sign up for online services and the NHS App
• Process patients change of address computer data and medical records
• Process repeat prescription request in accordance with Practice guidelines
• Data entry on to the computer system e.g. immunisations, administrative notes
• Processing repeat prescription requests received online
• Processing online patient triage requests and responding to them appropriately
• Responding to emails queries from patients or other parties

• Sort and summarise all new patient notes arriving in the surgery
• Update patient record to indicate records have been received
• Ensure notes are in date order, separating letters and results and removing any redundant or duplicate paperwork and adding summary cards as necessary
• Update patient record with all major past history including last smear if relevant
• Add relevant code to patient record to indicate notes have been summarised
• Mark notes to indicate they are summarised and file

• Clear rooms after surgeries and restock as required
• Ensure that reception and the waiting area are kept clean, in line with IPC requirements
• Have working knowledge of telephone system, during and after hours
• Ensure building security have thorough knowledge of doors/windows/alarm
• Provide assistance to clinicians during their clinics as required
• Any other tasks allocated by manager

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.

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & 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
• Reporting potential risks identified
• Follow Infection Prevention and Control (IPC) guidelines including the wearing of PPE as required and the cleaning of work stations and communal areas

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

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

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 teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

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

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

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 audit and team meetings where appropriate

Qualifications

• GCSEs at grade C or equivalent (or 4-9), including English and Maths
• Training in administration/clerical duties at NVQ level or above
• NVQ Level 2/3 in Customer Services or Health Care or related discipline

General

• Works effectively independently and as a member of a team
• Flexible approach to meet service needs and ensure a stakeholder focused response
• Self-motivated and proactive
• Continued commitment to improve skills and ability in new areas of work
• Demonstrate excellent interpersonal and communication skills
• Commit to a DBS Check
• Able to undertake the demands of the post with reasonable adjustments if required

Experience

• Computer literate with an ability to use the required GP clinical systems
• Attention to detail, able to work accurately, identifying errors quickly and easily
• Excellent understanding of data protection and confidentiality issues
• Excellent verbal and written communication skills with team members, patients, carers, and other healthcare professionals, with the ability to adjust communication style
• Committed to own continuing personal development and an ability to support others to develop and progress
• Experience of working in a medical or primary care setting
• Awareness of Data Protection Act and need for confidentiality of Information
• Has a planned and organised approach with an ability to prioritise their own workload to meet strict deadlines

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.