Job Description

HOURS:

Tuesday 08:00 - 13:00 Thursday 13:00 - 18:30 Friday 08:00 - 13:30
We are looking for an enthusiastic and self-motivated Surgery Receptionist/Administrator to join our established, friendly general practice team.

Please note we are not located in Sudbury, we are located in Clare, Suffolk, CO10 8NY.

Our patients depend on us, so candidates need to be reliable in attendance and punctuality and have an accurate and thorough approach to work.

Candidates must have excellent communication skills, a clear, pleasant telephone manner, be able to work under pressure within a fast pace environment and be IT literate.

The position is for 16 hours per week, working shifts between the hours of 8am-7pm

Candidates will be expected to cover other colleague's annual leave.

Previous experience in a Medical Reception role is desirable, however full training is available for the right candidate.

REPORTS TO: MANAGEMENT TEAM

RESPONSIBLE TO: OPERATIONAL MANAGER

ACCOUNTABLE TO: PARTNERS

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Provide administrative support and services to all members of the practice team.

Main duties

Greet patients and visitors to the practice, respond and/or redirect accordingly Book in, amend and cancel patient appointment in line with practice appointments procedures ensuing optimum efficiency of the appointment system Ensure that patients without appointments but who need 'urgent consultations' are booked into appropriate slots and referred to a GP where necessary Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice's protocols. Print off home visit summary sheets. Ensure computerised appointment system is up-to-date Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed. Set-up of new patients onto the computer system Advise patients of relevant charges for private services, accept payment and issue receipts for same Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions - when required Ensure correspondence, reports, results etc. are filed electronically in correct patient record Ensure reception and waiting areas are kept neat and tidy Re-stocking of information leaflets/ registration and information packs, as appropriate Answering incoming telephone calls, ensuring calls are documented and redirected accordingly Undertake administration tasks as allocated on rota organised by line manager Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes) Check emails on a daily basis. Regularly check and action messages on clinical system Amalgamation of new patient records Check fridge daily for lab specimens for courier collection Send urgent referral forms to hospitals etc. when required Ensure all items from Dr fridges are removed each evening Action daily tasks from the reception duty check list This job description is not exhaustive and may be adjusted periodically after review and consultation You will also be expected to carry out any reasonable duties, which may be requested from time-to-time
Work safely at all times in accordance with Legislative requirements and Practice Policies and Procedures.

Equipment and Machinery

Comply with appropriate use of Personal Computer system/s including internet activity which is utilised as a means of communication both internally and externally To manage and record patient appointments, registering new patients data, accessing patient data as necessary and when undertaking audits Photocopying machines
The post-holder is responsible for, in concert with others, maintaining the accuracy of the Practice's Clinical System.

Assignment of work

The post-holder's work assignment is determined by the requirements of the Practice, GP Partners, the Practice Management team and the patients

The Practice Management Team provides immediate line-management for the post-holder. However, the post-holder is expected to be self-directed and self-motivated using their own initiative and requiring minimum input from the Manager. The Post-holder's work is formally reviewed by annual appraisal by their line manager

The post-holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements.

Decisions and judgements

The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including:

Establishing and maintaining effective lines of communication with the GPs and Practice Management Team Communicating clearly and effectively with staff to aid the smooth running of the Practice Responding to requests or queries for support as they arise in an appropriate and timely manner Prioritising workload and requests for support Making the most effective use of resources available
Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations.

Most Challenging part of the Job

Managing the many conflicting priorities that the post requires

Ensuring practice protocols are followed for the prioritisation of work

Providing and maintaining a professional and effective dialogue with patients.

Communication and relationships with Stakeholders

Internally with the GPs, Practice Management Team and colleagues, to help ensure that practice aims and objectives are met

Internally and externally with stakeholders with regard to the needs of the Practice and patients registered at the Practice

Externally with patients registered at the Practice.

Physical, Mental, Emotional and Environmental demands of the Job

The post-holder is required to have keen hand/eye co-ordination to undertake primary task/s

The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion

The post-holder is required to work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy

The post-holder is often required to work independently of others and to be self-determined

The post holder is required to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations.

Knowledge training and experience required to do the job

The post-holder must be understanding and approachable to patients and able to respond to patient requests

The post-holder is required to have well-developed keyboard skills

The post-holder must be able to communicate effectively and collaboratively across varied staff disciplines

The post-holder must clearly understand the importance of maintaining patient and data confidentiality

Educated to GCSE level or equivalent

Has good Microsoft Excel and Word knowledge

Is willing to undertake further training as required and agreed

Person Specification

The post holder is required to have:-

Qualifications, Training & Education

Essential

Educated to GCSE level or equivalent Microsoft Excel skills to basic or intermediate Word processing skills to intermediate or advanced level Willingness to undertake further training as required and agreed

Desirable

Chaperone Training Customer Service or related qualification Basic Life Support and Safeguarding Training

Experience

Essential

Ability to handle customer complaints Experience of dealing with patient enquiries Experience of working within policies, procedures and guidelines Experience of working within a team and independently

Desirable

Experience of working in a GP practice Good level of experience and understanding of SystmOne, in particular, booking and managing appointments Experience of working in an ever-evolving environment with an ability to cope with regular change

Personal Qualities & Attributes

Essential

Ability to work on own initiative without supervision and prioritise own workload Ability to solve problems and be managed remotely. Ability to work under pressure with conflicting demands Self-motivated Ability to adapt to a changing workload and priorities Ability to relate to all levels of the organisation confidently and effectively Ability to create and maintain effective working relationships Ability to work in line with strict guidelines in respect of confidentiality

Skills & Aptitudes

Essential

Customer/patient care awareness and skills Strong communication and interpersonal skills Effective time management skills Strong organisational skills and attention to detail
Job Type: Part-time

Pay: From 12.21 per hour

Expected hours: 16 per week

Benefits:

Company pension Free flu jabs Sick pay
Work Location: In person