Morris House Group Practice
The closing date is 14 March 2021
This post requires someone with initiative, enthusiasm, excellent communication skills and empathy with patients and colleagues. Well organised, reliable and with a flexible approach to team work.
The role involves reception and admin duties both patient facing and over the phone. You will liaise with team members to provide a reception service including answering patient and visitor general enquires and booking appointments. Admin duties will include patient records maintenance, recording repeat prescriptions and processing patient emails received via the surgery website all in accordance with protocols.
You will be required to ensure the professional image of the practice is maintained whilst acting as the first point of contact with patients and visitors.
We have a strong team-based approach resulting in a happy and supportive environment for the entire practice.
Main duties of the job
The successful candidate will:
- Have experience of working with others
- Be highly motivated and innovative self starter
- Be discreet and able to maintain confidentiality
- Have a professional and personable presentation and demeanour
Have excellent customer service skills and ability to communicate confidently with the general public over the phone and face to face
Excellent communication skills and the ability to problem solve and resolve issues calmly under pressure
It literate with a high standard of accuracy and quality
Information management- able to collect, organise and input data efficiently
Time Management: able to work to deadlines
Please see attached full job description
We serve approximately 13,500 socially and culturally diverse patients from a large modern healthcare centre in the vibrant borough of Haringey.
We are active in supporting the professional development and personal interests of our team and where appropriate ongoing study or courses will be supported. Offering a lot of opportunities to develop your customer service skills
We are an innovative and educationally focussed practice and are looking for applicants with a similar working ethos to join our multidisciplinary team of dynamic and caring staff consisting of doctors, pharmacists, paramedics, nurses and healthcare assistants.
Full training will be provided including working protocols and procedures. You will work with an experienced team of administration staff as well as working closely with the medical team.
Morris House Group Practice
Job Description Medical Receptionist
Responsible to: Shift Lead, Reception Manager
Hours: 20-25 hours per week (Monday Friday)
The post requires someone with initiative and enthusiasm with excellent communication skills and empathy with patients and colleagues. Well organised, reliable with a flexible approach to team work.
To liaise with team members in providing a reception service
Respond and redirect all patient and visitor requests accordingly
Receive incoming telephone calls, answer general enquiries and transfer or document calls and messages as appropriate.
Book in patients based on the reception script and visitors in line with practice appointments and visitors procedures.
To be aware of other local resources and community organisations, and provide information to patients.
Collect payments from patients for non-NHS services.
To provide cover for colleagues on leave. This will include cover for late/early shifts.
- Receive and record requests for repeat prescriptions in line with the set protocol
- Distribute mail as appropriate and open all incoming general mail and mail for clinicians (unless marked personal or instructed otherwise). Sort out all patient correspondence in line with protocols.
- To scan all patient correspondence onto the computer, process correspondence for actioning.
- To archive old patient correspondence.
- To process emails received from patients via the surgery website.
- Record all requests for medical reports.
- Register new patients according to the practice area onto EMIS computer system.
- Amend patients records to show change of name, address etc. onto the computer system, checking if these changes apply to others in the household.
- To send out appointment letters, or contact patients by telephone to change or book appointments.
- To be responsible for allocated personal tasks towards target achievement.
- To cover the personal tasks of other reception staff during periods of leave.
- To collect and provide audit data.
- To be aware of, and to operate within, practice protocols and guidelines - e.g. confidentiality, health & safety.
Ensure that the professional image of the practice is maintained through the highest standards of staff behaviour and appearance and the look appearance of waiting-room facilities.
Attend to and resolve any ad hoc issues and problems as they arise in the day-to-day running of reception. Escalate these to line management where appropriate.
Act as the first point of contact in dealing with and resolving complaints about staff or the service.
Maintain effective two-way communication with patients and the practice team.
Develop own skills to facilitate minor running repairs/fixes to equipment and IT.
Develop and assist in the development of protocols, standard procedures and performance standards.
Maintain waiting-room notice boards, both electronic and paper.
Assist management in interaction with the Patient Participation Group.
Attend to or report ad hoc building or facilities issues as they arise in the day-to-day running of the practice.
Deal with general administrative issues related to the reception service.
Order stationery and general office supplies as needed and maintain stocks and control of the same.
Attend regular and ad hoc staff meetings as required.
Provide cover for absent staff when necessary.
Undertake other relevant duties assigned by management from time to time in order to ensure the smooth running of the practice.
Health and Safety
Under the Health and Safety at Work Act 1974, as an employee, you must take reasonable care for the health and safety of yourself and for other persons who may be affected by your acts or omissions at work. The Act also states that you must not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.
You will assist in promoting and maintaining your own and others health, safety and security as set out in applicable Practice polices and protocols. This will include:
Using personal security systems within the workplace as directed.
Identifying risks involved in work activities and managing those risks.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Reporting health and safety hazards and infection hazards immediately when recognised.
Keeping own work areas and general / patient areas clean and assisting in the maintenance of general standards of cleanliness.
Equality and Diversity
Morris House is committed to developing, supporting and sustaining a diverse workforce, representative of the community it serves, through the creation of a work environment where staff are able to do their jobs to the best of their abilities without having to face discrimination or harassment. All employees have a responsibility to ensure that they understand the standards we expect and to promote and adhere to the policies and measures adopted by the practice.
You will support the equality, diversity and rights of patients, carers and colleagues by:
Acting in a way that recognizes the importance of peoples rights and that is consistent with practice policies and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a welcoming manner which is non-judgmental and respects the circumstances, feelings priorities and rights of others.
Vulnerable Adults, Children & Young People
All members of staff have a duty to safeguard and promote the welfare of vulnerable adults, children and young people in all relevant areas of their work. This will include timely attendance at relevant training events and compliance with practice procedures.
You will participate in any training or development programme implemented by the practice as part of your employment. This will include:
Participating in an annual development review including taking responsibility for maintaining a record of your own personal and/or professional development.
Taking responsibility for your own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Keeping abreast of legislative changes and guidance relating to your role.
You will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk.
Assess your own performance and take accountability for your own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on your own and team activities and making suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage your own time, workload and resources.
You should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognize peoples needs for alternative methods of communication and respond accordingly.
Knowledge & Skills
- Highly motivated & innovative self-starter
- Discreet and able to maintain confidentiality
- Professional and personable presentation and demeanour
- Excellent customer service skills and ability to communicate confidently with the general public
- Excellent communication skills: able to listen effectively, clearly articulate and adapt communication style to facilitate understanding
- Confident in dealing with people face to face and over the phone
- Problem solving; able to explore and resolve issues calmly under pressure
- IT literate
- Attention to detail- through and able to maintain a high standard of accuracy and quality
- Information management- able to collect, organise and input data efficiently
- Time Management: able to work to deadlines
- Experience using Docman and Emis Web
- Practice experience of working with others
- Experience of using IT in a working environment
- Working in General Practice or the NHS
- Medical terminology
- Experience of customer service
- Experience of working within a medical environment
- Experience of working under own initiative
- Undergraduate degree
- Relevant diploma or other qualification in business, healthcare or management
- High level of numeracy and literacy as demonstrated through GCSE or A-level qualifications or equivalent.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Morris House Group Practice
239 Lordship Lane