Receptionist

Part time Receptionist (up to 20 hours per week)

Main purpose of 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 of the job

• Ensure efficiency of appointment systems and monitor flow of patients into consulting and treatment rooms.
• Manage incoming reception medical requests, emails and tasks within the clinical system to provide prompt patient communication.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover.
• Advise patients of relevant charges for private services, accept payment, record and issue receipts.
• Respond to all queries and requests for assistance from patients and visitors.
• Ensure requests for prescriptions are actioned in accordance with the repeat prescription procedure.
• Register new patients and temporary residents, checking and inputting forms into the computer system.
• Action requests for ambulance transportation and complete the relevant documentation.
• Ensure any complaints are brought to the attention of the Practice Manager and that the practice complaints policy is adhered to.
• Ensure messages are left in an appropriate manner.
• Understand the practice computer system and utilise it to ensure efficiency.
• Ensure compliance with the Data Protection Act (GDPR).
• Update and enter data onto the computer system when necessary.
• Liaise with outside contacts (e.g. Essex ICB, Health Authority, Social Services, Hospitals) in matters relating to patient services.
• Liaise closely with all members of the Primary Health Care Team.
• Ensure all confidential documentation for disposal is disposed of in the appropriate manner (e.g., shredded).
• Provide holiday or sickness cover for other members of staff.
• Administrative duties include processing repeat prescription requests and scanning non urgent documents into the docmail system.
• Take accountability for personal cyclical mandatory training provided on the practice training portal.
• Manage appointment systems: familiarity with all systems, monitor effectiveness and resolve any problems or variations.
• Operate the telephone system: receive and make calls, take messages.
• Start and end of day procedures: open premises at start of day, set alarm, secure premises, switch internal lights off, and activate the alarm at closing.
• Health and safety: report all accidents or dangerous incidents to the Practice Manager; staff are aware of responsibilities under the Health and Safety at Work etc Act (1974).
• The work is highly responsible and requires sympathy, tact and strict confidentiality.
• This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.

About us

Kings Medical Centre is a medium sized GP practice that looks after approximately 8,000 patients from the local area of Buckhurst Hill. We are a professional, family run environment that puts our patients' needs first and supports the training of resident doctors, first year and final year medical students.

Person Specification Skills and Abilities

• Excellent interpersonal and communication skills (verbal and written)
• Ability to deal with patients in a calm, polite and professional manner
• Strong organisational and time management skills
• Ability to prioritise workload in a busy environment
• Good attention to detail and accuracy
• Competent IT skills and ability to learn new systems quickly
• Ability to work independently and as part of a team
• Ability to handle confidential information with discretion
• Friendly, approachable and professional manner
• Empathy and sensitivity when dealing with patients
• Reliable, punctual and flexible
• Ability to remain calm under pressure
• Commitment to equality, diversity and inclusion
• Commitment to providing high quality patient care
• Willingness to work flexible hours (e.g. early mornings, evenings, occasional weekends if required)
• Commitment to maintaining confidentiality and professional standards
• Ability to multitask effectively under pressure
• Problem solving skills and initiative
• Numeracy skills for basic administrative tasks
• Resilience and confidence in managing challenging situations
• Willingness to undertake further training and development
• Knowledge of local health services and community resources

Experience

• Previous experience in a customer facing role
• Experience of handling telephone and face to face enquiries
• Experience working in an administrative or office environment
• Experience managing confidential information
• Experience working in a GP practice, NHS or healthcare environment
• Experience using clinical systems (SystmOne)
• Experience dealing with sensitive or distressed individuals

Qualifications

• Good standard of general education (e.g. GCSEs or equivalent, including English and Maths)
• Training in medical terminology
• NHS or primary care system training (SystmOne)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.