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Job Descrption

JOB DESCRIPTION

JOB TITLE: RECEPTIONIST/PATIENT CO-ORDINATOR

REPORTS TO: Operations Manager

Working across 3 sites on a 2 weekly rota, working a 5/6 hour shift between 7.45am – 8pm. Flexibility is essential as hours may change to cover annual/leave and sickness.

JOB SUMMARY

Seeking a local, enthusiastic person to work at our friendly NHS GP Surgery situation between three sites in Eltham SE9. A dynamic team involved in integrated health care delivery to the local community. An opportunity to work closely with other healthcare services.

MAIN DUTIES OF THE JOB

Main responsibilities of the role will include the provision of effective and confidential reception and administrative duties including answering telephone calls, use of clinical IT systems, meeting and greeting of all patients and visitors to the practice in a polite, calm and approachable manner. Other duties will include the management of patient documents, data input and at times some administrative and clerical... support to the clinical and management team.

Applicants should have good communication and IT skills, preferably knowledge of basic medical terminology, but not essential.

JOB RESPONSIBILITIES:

To be helpful and friendly to patients who make contact with the practice by phone or in person providing the best possible patient service.

To be courteous and helpful at all times to patients, visitors and colleagues.

Answering the phone promptly and courteously. To divert calls, take and pass on messages accurately in line with practice procedures.

Ensure that no calls breaching confidentiality are made within earshot of the waiting area.

Making appointments for patients, taking requests for home visits and answering queries in a friendly and helpful manner.

To keep patients informed of any delays or problems when they are in the practice and deal with any concerns that may arise.

To assist with cancelling and rescheduling appointments as required.

Finding notes or other information for clinical staff as requested.

Making phone calls for clinical staff when requested.

Dealing with requests for assistance from Doctors, Nurses and other members of the clinical team.

Ordering ambulances and arranging interpreters for patients as required.

Checking patient details are current and correct and then update patient records.

Ensure total familiarity with all appointments systems including regular & incidental variations.

Running computer appointments system, book appointments & recalls ensuring sufficient information is recorded to retrieve medical records.

To fully understand how the telephone triage system works.

Enter results on the computer when required.

To work as a team member with your admin and reception colleagues.

Deal with patient complaints sensitively and according to the practice complaints procedure.

In conjunction with the Prescriptions clerk, ensure that patients are aware of the 72 hour turn-around for prescription requests.

Be aware of all Reception and office protocols.

Become familiar with Hospital & laboratory courier collections & ensure procedure is adhered to.

Advise patients of non-NHS & private services charges, accept payments & issue receipt.

To open and close the practice at the beginning and end of the day, checking security and setting the alarms as necessary.

To deal with Patient Registrations.

Dealing with internal and external post.

To undertake photo-copying, franking machine and other basic office duties as directed by members of the team.

To deal with queries for further information from hospitals or other local providers about patients.

To assist in preparing and sending out Practice mailings, recall letters and other practice correspondence.

CONFIDENTALITY:

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.

HEALTHY & SAFETY:

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, the practice health & safety manual, and the practice infection control policy and published procedures.

This will 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.

Actively reporting of health and safety hazards and infection hazards immediately when recognised.

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role.

Reporting potential risks identified.

EQUALITY AND DIVERSITY:

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 people’s 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.

PERSONAL/PROFESSIONAL DEVELOPMENT:

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.

QUALITY:

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 team’s performance.

Work effectively with individuals in other agencies to meet patient’s needs.

Effectively manage own time, workload and resources.

COMMUNICATION:

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

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognise people’s needs for alternative methods of communication and respond accordingly.

CONTRIBUTION TO THE IMPLEMENTATION OF SERVICES:

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

Job Types: Part-time, Permanent

Pay: From £11.69 per hour

Benefits:
• On-site parking

Schedule:
• Day shift
• Monday to Friday

Location:
• London (preferred)

Work Location: In person

Application deadline: 20/10/2024

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