Receptionist/Administrator Rainham, London, England
Job description
South Hornchurch Medical Practice is looking to recruit a part-time Receptionist/Administrator to work 20 hours a week over four days. Salary is negotiable depending on experience.
Please see job description below.
JOB TITLE: Medical Receptionist/Administrator
MAIN PURPOSE OF Working as a key member of the primary health care team
POST: To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff.
MAIN DUTIES AND RESPONSIBILITIES OF THE POST
1. Reception Duties a) To welcome patients in a friendly manner and monitor the flow of patients into consulting and treatment rooms. b) Make appointments for patients in accordance with the surgery protocol. c) Ensure that patients with an urgent need are seen in a logical and non-disruptive manner in accordance with the surgery protocol. d) Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed. e) Advise patients in advance (where possible) of relevant charges for private services, accept payment and issue receipts for same. f) Respond appropriately to all queries and requests for assistance from patients and other visitors. g) Enter requests for home visits in the appropriate recording system, stating time received and including all relevant information and where necessary refer to the Duty Doctor. h) Ensure that requests for prescriptions are actioned where possible within two working days.
Produce prescriptions using the computerised practice formulary. i) Action requests for ambulance transportation and enter details in the appropriate recording system. j) Ensure reception and waiting areas are kept neat and tidy. k) Maintain patient confidentiality and respect patient privacy at all times. l) To conduct oneself in a professional manner maintaining courtesy, discretion and patience at all times. m) Attend staff meetings and carry out any other delegated duties considered appropriate to the post n) To be flexible and work with colleagues to cover for absence due to holiday and sickness. o) Manage deliveries ensuring items for cold storage are dealt with promptly p) Ensure outgoing mail from all departments is posted promptly. q) Deal with tasks sent internally and externally. r) Ensure that collegues are provided with information about any unresolved or urgent matters. s) Act as a chaperone when requested by a clinician (after training has been completed and
DBS check received).
2. Management of Appointment Systems
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a) Ensure total familiarity with all appointment systems in effect, including regular and incidental variations. b) Book appointments ensuring sufficient information regarding the reason for the appointment
(where appropriate) is recorded in accordance with the surgery protocol. c) Monitor effectiveness of the system and report any problems or variations required. d) Ensure patients are booked with the most appropriate clinician as far as possible.
3. Management of Medical Records a) Where records are computerised, data input should be accurate and identifiable by always using personal ID login. ID login should be maintained by changing login ID when prompted by the system. b) Retrieve and re-file records as required, ensuring that strict alphabetic order is adhered to. c) Ensure correspondence, reports, results etc are allocated to the appropriate doctor for review and are filed in correct record. Scan appropriate documents into the computerised records. d) Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover.
4. Operation of Telephone System a) Receive and make calls as required, ensuring all enquiries are dealt with promptly and efficiently. b) Divert calls and take messages as appropriate. c) Ensure that the system is operational at the beginning of each day and switched over to night service and answer phone is operational at the end of each day if applicable.
5. Start and end of day Procedures a) Open up premises at the start of day and make all necessary preparation to receive patients in accordance with opening the building procedure. b) Secure premises at the end of the day, ensure the building is totally secured, internal lights off and alarm activated in accordance with the building closing down procedure.
6. Training a) Undertake training where relevant to the tasks and responsibilities associated with the job. c) Undertake all mandatory training on a regular basis. d) Participate in an annual review, including taking responsibility for maintaining a record of own personal and/or professional development. e) Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work.
Additional Duties
Carry out other duties, or occasionally one off duties, as required by the Practice.
KNOWLEDGE AND SKILLS
1. Communication
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- Communicate in an approachable and understanding manner with a range of people on a variety of potentially difficult matters and in sometimes difficult situations.
- Communication will take place by way of meetings, phone calls, written communication and E-mails.
- Provide and receive routine, sensitive, confidential, contentious and complex information. This will require tact and reassurance skills.
- Empathy and insight are required during communication with patients and staff.
- Recognise the need for alternative methods of communication to overcome different levels of understanding and cultural background.
- Be prepared to involve a senior member of staff where appropriate.
2. Time Management
- Deal with tasks and responsibilities in a punctual and timely manner.
- Prioritise and organise tasks in a manner that maintains and promotes quality.
- Deal calmly with interruptions to planned workflow.
- Ability to work alone and make decisions without supervision as appropriate.
3. Team working
- Work as an effective and responsible team member, supporting others and developing positive relationships with colleagues.
4. Service Improvement
- Seek to provide suggestions and recommendations to improve services to the Deputy
Practice Manager, Surgery Manager and Reception Supervisors.
- Positive attitude to problem solving and change.
5. Quality
- Maintain a high level of quality and pride in own work.
6. Health, Safety and Security
Assist in promoting and maintaining own and others’ health, safety and security as defined by the Practice Health and Safety policies, to include: a) Using personal security systems within the workplace according to Practice guidelines. b) Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. c) Making effective use of training to update knowledge and skills. d) Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. e) Reporting potential risks identified.
7. Equality and Diversity
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Support the equality, diversity and rights of patients, carers and colleagues, to include: a) Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. b) Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. c) Behaving in a manner which is welcoming to and of the individual, is non- judgmental and respects their circumstances, feelings, priorities and rights.
8. Developing Self
- Consider self-awareness, self-management, drive for improvement, personal integrity and collaborative working.
Confidentiality
Access to medical records is governed by the Caldicott principles and is only allowed when there is a justifiable purpose that has been approved by the practice. Any information gained about a patient must not be shared with a third party either within the practice or outside unless that patient has given their consent
The practice has a strict policy concerning confidentiality and any breach of the requirements will be regarded as gross misconduct and as such will be grounds for dismissal, subject to the provision of the disciplinary procedure.
The Data Protection Act (1998) and Computer Misuse Act (1990) also render an individual liable for prosecution or a civil claim in the event of unauthorised disclosure or modification of electronically stored information.
Safeguarding
Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and post holders to share this commitment.
Legislation places a statutory duty on all organisations and professionals to work together in the interest of protecting vulnerable children, young people and vulnerable adults. All healthcare professionals, including those staff and volunteers who work within a healthcare setting have a duty to safeguard and support the welfare of children, young people and vulnerable adults and this practice is committed to this principle. The practice will provide training and induction programmes to include safeguarding to all existing and new staff and volunteers to promote these aims and raise awareness of the duties and responsibilities it places on our staff.
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All health professionals working directly with children, young people and vulnerable adults should ensure that safeguarding and promoting welfare forms an integral part of all stages of the care they offer. Other health professionals who come into contact with children, young people and vulnerable adults, parents and carers in the course of their work also need to be aware of their safeguarding responsibilities.
PLEASE NOTE THIS JOB DESCRIPTION IS GENERIC FOR ALL PRACTICES.
DURING INDUCTION YOU WILL BE PROVIDED WITH A PRACTICE SPECIFIC
ONE.
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PERSON SPECIFICATION
Essential Desirable
Education and Good general secondary education Further administration
Qualifications including Maths and English qualifications
IT qualifications/ experience
Experience of working with the public Experience of answering telephone
Experience or in a customer care environment. calls in a high call volume
Experience of working in a busy environment office environment. NHS administration experience
Experience of a changing work environment
Good IT/ keyboard skills Excellent IT skills including
Knowledge and Verbal communication skills (on the Microsoft Word and Excel
Skills telephone and face to face)
Organisation/ prioritisation skills
Verbal – reasoning skills
Confidentiality
Flexible approach Ability to prioritise
Personal Aptitude for learning new skills Awareness of diversity issues
Qualities Customer service, listening skills
Comfortable working to agreed protocols
Accurate and thorough approach
Honest and caring
Empathy, helpful while being efficient
Ability to cope with change
Other Team player
Highly motivated
Positive attitude
Maintains high standards
Courteous and professional
Calm approach
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Job Type: Part-time
Part-time hours: 20 per week
Salary: £10,840.00-£11,500.00 per year
Benefits:
- On-site parking
Flexible Language Requirement:
- English not required
Schedule:
- Monday to Friday
Work Location: In person
