receptionist Ramsgate, England
Job description
Job Description
Receptionist – Care Navigator
Reports to: Reception Manager
Hours:
Location: E ast Cliff Practice
Salary: Invicta Health Band 3
Purpose of Job:
As a receptionist, you will provide an important role in supporting the practice team with the day-to-day running of the practice by undertaking a variety of general and clinical administration duties. You will act as the first point of contact for patients contacting the practice, and work effectively to receive, assist, and direct them in accessing the appropriate healthcare professional or service in a courteous manner ensuring confidentiality. You will provide a welcoming, friendly, and positive image to patients and visitors either in person, via email or via the telephone, portraying the practice in the highest possible professional basis.
Main Responsibilities
Front Desk
Tend to the front desk ensuring to greet patients and visitors on their arrival to the practice in a welcoming manner.
Ensure all patients and visitors to the practice are signed in and directed to the relevant waiting area.
Inform the relevant host for example, the GP, Nurse or Practice Manager of any patients or visitors arrival
Accept payments and issue receipts for non-NHS services.
Book ambulances/appropriate transport for patients according to protocols.
Assist patients with requests for Blood Forms, Urine Forms and Xray forms, printing where necessary.
Assist patients to use the POD, checking blood pressure and stats.
Receive samples from patients, refusing those that have not been requested and/or expected.
Keep the reception area, noticeboards and leaflet dispensers clean, tidy and free from obstructions and clutter.
Support in ensuring the reception area remains a calm environment for all. Politely and safely addressing any disruptive behaviours, escalating to management where appropriate.
Registrations and Appointments
Process registrations both regular and temporary ensuring complete information and appropriate ID.
Book in, amend and cancel general (GP/Nurse), clinic (Flu) and third party (Physio) patient appointments in line with practice appointment procedures, ensuring optimum efficiency of the appointment system.
Monitor the incoming E-Consult messages booking an appropriate appointment or directing to the most appropriate department.
Monitor the 111 clinical screen and directing as appropriate
Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice’s protocols.
Ensure that patients without appointments but who need 'urgent consultations’ are booked into appropriate slots and referred to a GP where necessary.
Once trained, chaperone patients to their GP appointment as and when requested, this can include intimate examinations.
Prescriptions and Certificates
Receive and process prescription requests accurately and in accordance with practice guidelines
Raise any prescription queries with the appropriate department including status check of whether it has been issued and where it is.
Advice and guidance
Provide advice (non-medical) and contact details of third-party services to patients as required. For example, suggesting a patient contact the Urgent Mental Health Team.
Respond to and/or redirect all general enquiries, explaining procedures where necessary and processing paperwork where required.
Process referrals for the District Nurse
Action EMIS tasks and DOCMAN workflow in a timely manner
Communication
Answer incoming telephone calls in a timely and professional manner, ensuring calls are documented and actioned and/or redirected as appropriate.
Communicate with GP’s, Nurses, and the Clinical Team as necessary including passing information across to be processed, chasing documentation, results, and appointment information.
Communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers.
Liaising with GP/Clinicians, forwarding concerns, chasing for samples, letters, prescriptions and other paperwork.
Monitor the reception email account and action any requests needed, raising any urgent enquiries to your line manager where relevant.
Data Handling
Document information received from patients or third-party agencies, accurately on
EMIS. For example, urgent blood results from path labs, patients home blood pressure readings and any urgent referral advice provided to them.
Undertake manual and electronic filing and retrieving of paperwork ensuring up-to- date maintenance of both computerised and manual filing systems (i.e. patient notes).
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
Equipment and Stock Control
Efficient filling of sample pots, testing kits, appointment cards, registration paperwork and other necessary aids.
Clearing and re-stocking stationery items in work areas as required ensuring low stock levels are reported to the relevant leads and ensuring a clear desk policy.
Safely accept and record receipt of any vaccine/medication deliveries, ensuring safe storage of items and informing relevant departments
Pack specimens ready for collection by the local hospital.
Miscellaneous
Opening and locking up of practice premises (where needed) and maintaining security in accordance with practice protocols at all times.
Keep up to date with any new guidance and changes within the team.
Supporting in the training of new reception team members.
Complete any special duties as outlined by your line manager
General Duties
To work collaboratively and professionally with colleagues across Invicta Health, building and maintaining relationships.
To contribute to the development of services, including processes, templates and principles.
To take part in any statutory and mandatory training or other training and development programmes as requested.
Any other reasonable duties as directed by your line manager.
Confidentiality, Equality and Diversity
In the undertaking of the duties outlined above the post-holder will have access to confidential and sensitive information. This must be kept strictly confidential at all times.
Policies and procedures relating to the protection of personal and sensitive data must be always adhered to and only divulged to authorised persons.
The post-holder will support the equality, diversity, and rights of patients & colleagues in a manner that is consistent with Invicta Health policies and legislation.
The privacy, dignity and beliefs of patients, carers and colleagues must be respected.
The post-holder should behave in a manner which is welcoming, non-judgmental and respectful of the circumstances and rights of all visitors to the practice.
Data Protection
Under the Data Protection Act 1998:
You must not at any time use the personal data held by the organisation for a purpose not described in the Register entry or disclose such data to a third party.
If you are in any doubt regarding what you should or should not do in connection with the Data Protection Act, then you must contact your manager.
Health & Safety
Employees must be aware of the responsibility placed on them under the Health and
Safety at Work Act (1974) to maintain a healthy and safe working environment for both staff and visitors. Employees also have a duty to observe obligation under the organisation safety policies, and to maintain awareness of safe practices and assessment of risk.
Infection Control
All staff, collectively and individually, have a duty of care in following best practice in adherence to guidelines which is a fundamental requirement in underpinning the management of Infection, Prevention and Control.
Safeguarding Children and Vulnerable Adults
Safeguarding of individuals who come into contact with our services whether a child or young person, person with Learning Disabilities or an older or vulnerable adult, is the responsibility of all employees of the organisation in whatever capacity they are employed.
Safeguarding Children
The organisation adheres to the KCC Child Protection Procedures, and all employees have a duty of care and a responsibility to safeguard and promote the welfare of children.
I agree to the above job description.
Name (please print):
Date:
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This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the organisation. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the organisation.
This job description is intended as a basic guide to the scope and responsibilities of the post and is
not exhaustive. It will be subject to regular review and amendment as necessary in consultation with
the post holder.
Person Specification
Criteria Essential Desirable
Education/Qualifications Good level of education including competent levels of numeracy and literacy
Knowledge / Experience Understand the importance Knowledge of office of maintaining patient and management systems data confidentiality. and procedures
Able to use judgement and Experience of working experience in helping to with Microsoft packages determine the relevant including, word, excel urgency of requests for and power point information received from Experience of working patients and other external with EMIS and DOCMAN organisations. Previous administration experience within a
Experience of setting up and medical environment maintaining effective
Knowledge and administrative filling systems understanding of the
Experience of work involving
National Health Service regular and accurate data inputting
Key Skills Able to communicate effectively and collaboratively across varied disciplines.
Able to work in a well- organised and professional manner, maintaining concentration and accuracy
Able to manage conflicting priorities
Possess an aptitude for dealing with potentially difficult or demanding situations.
Good telephone manner
Criteria Essential Desirable
Personal Attributes Willingness to learn and adapt to change
Highly customer focused
Understanding and approachable
Strives for excellence.
Honest and fair.
Leads by example.
Positive ‘can do’ attitude.
Job Types: Part-time, Permanent
Part-time hours: 20 per week
Salary: £10.92 per hour
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Ramsgate: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Work Location: In person
Application deadline: 04/08/2023
