Receptionist / Administrative Support - West Cornforth Medical Centre

• To provide a high standard of patient service.
• To have thorough knowledge of practice procedures and to work in accordance of written protocols.
• Provide general assistance to the practice team to both clinical and non clinical.
• Project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• Receive, assist and direct patients in accessing the appropriate service or healthcare they require.
• Resolve queries/problems from patients, clinicians and associated staff.
• Deal with external agencies such as other practices, secondary care and 3rd party organisations.
• To ensure the provision of a high quality patient service within a safe, efficient working environment by providing effective support to clinicians and staff.
• Undertake all clerical, reception and administration duties applicable to the medical practice.

• 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 patient’s needs
• Effectively manage own time, workload and resources

• Opening/closing premises.
• Preparing /organising rooms i.e. stock replenishment and ensuring an adequate supply of stationery is at hand for clinicians.
• Ensuring the reception area is tidy, safe and welcoming.
• Making appointments for health care professionals using the surgery premises.
• Dealing with External agencies – e.g. District Nurses, Health Visitors, secondary care, 3rd sector organisation and Primary Care Bodies.
• Greeting and directing patients on arrival and checking patients them into their appointments.
• Dealing with patient’s general/routine enquiries and requests.
• Answering telephones – receiving and forwarding messages.
• Making patient appointments and giving appointment cards.
• Registering new patients, temporary residents, emergency patients and those requiring immediate necessary treatment.
• Arranging appointments for medicals and other non-routine appointments.
• Ordering emergency ambulances and distribution of correct telephone number for routine ambulance bookings.
• Dealing with requests for home visits, taking accurate information and entering the information onto the medical system.
• Making and dealing telephone calls as required.
• Dealing with requests and handing out repeat medication prescriptions.
• Open and distribute internal & external Mail.
• Posting of letters and parcels.
• Taking specimen samples to collection point.
• Receive and action messages for internal and external members of staff
• Ensure information regarding any urgent or unresolved matters are passed to the appropriate person/line manager at the end of your working hours.
• Emptying pathology lab results bag.
• Date stamping results and appropriate filing of information.
• Filing of medical records, letters and test results.
• Ordering and sorting of the medical records and their maintenance (replacing worn out covers etc.) where necessary.
• Keeping all data on the medical system up-to-date.
• Recording and checking answering machine throughout the day.
• Entering patient information onto the computer in a timely and accurate manner.
• The handing out of letters, completed forms, completed passport applications, specimen bottles, self-certifications forms.
• Accepting requests for the completion of forms, e.g. hospital pre-admission drug check lists, private health insurance claim forms, passports, etc. (checking if there is a fee payable, informing the patient of the charge).
• Taking and receiving payments for services, e.g., insurance claims.
• Ensuring petty cash items are recorded on patient notes and entered correctly in the income or expenditure columns.
• Summarization of patient’s medical records on the medical system.
• Scanning documentation into the patients medical records.
• Utilising clerical and secretarial skills to ensure that letters/referrals/medical reports are undertaken in a timely manner (if required/applicable).
• Utilising Choose and Book (if required/applicable).
• Utilising ICE or other systems (if required/applicable).
• To assist with target led areas: QOF, KPI’s, DES, LES and NES etc.
• The handling of complaints in line with company procedure.

Essential

• Effective communicator, with the ability to liaise appropriately at all levels
• Proficient in the use of computerised systems (Microsoft Word and Excel) to a level to enable the production of high standard of work
• Demonstrable team working skills
• Very good interpersonal skills

Desirable

• Process management
• Demonstrate an understanding of the data protection act and patient confidentiality, clinical and information governance and Caldicott requirements.

Essential

• Capacity to work calmly under pressure and to deadlines
• Conscientious
• Attention to detail
• Self-starter
• Flexible and proactive attitude
• Enthusiasm for the role
• Flexible approach to work, in line with the needs of the service such as evening or weekend working as necessary
• Able to work as part of a team