Receptionist

North Hyde Practice

The closing date is 19 March 2021

Job overview

We are looking for an enthusiastic, motivated person to join our team at North Hyde Practice. Applicants should be confident, caring and enjoy working with the public.

Receive, assist and direct patients in accessing the appropriate service or healthcare 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.

You should have excellent organisation and communication skills as well as good IT skills and familiar to EMIS web but not necessary. The position requires undertaking training and continual development.

Main duties of the job

Personal Qualities we look for :

Flexible

Hardworking

Good Communication Skills

Good Customer Care Skills

Team Player

Manage workload and time efficient

IT skills Windows, Email

Awareness of Data Security

Maintain patient confidentiality at all times.

Maintain professional behaviour.

Adhere to all Practice Protocols and Staff Handbook.

Polite and respectful.

About us

We are a friendly practice with a list size of 4200 patients.

Currently our team consists of, 2 Partners, Practice Manager, 1 Practice Nurse, 1 HCA (Health Care Assistant), 2 Receptionists and 3 regular GP locums.

We are a very well balanced team who support each other. We treat each other with dignity and respect and equality. The atmosphere is second to none. All staff feel appreciated and have worked very hard through these difficult times.

Job description

Job responsibilities

Job Description for Receptionist

Job Summary

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

- To provide efficient and effective administrative support to the Doctors and Practice Manager. - To work in conjunction with all other practice staff to create a good environment for the patients.

- To carry out all duties in an accurate and meticulous manner and in accordance with the Data Protection Act.

Principle Responsibilities

Customer Care:

• Greet and receive patients or visitors promptly and courteously.
• Answer the telephone promptly with Good morning/Good afternoon North Hyde Practice. How can I help you?
• Establish patient needs and deal with their requirements effectively and quickly. This may involve asking reason for appointment e.g. when booking with the Nurse.
• Identify the patient and check surgery has correct and up to date telephone contact details (landline and mobile).
• Give the patient information clearly and explain practice processes where relevant and taking into account individual needs.
• Avoid negative jargon.
• Where appropriate offer choice of appointment dates in routine advance booking with same clinician or alternative clinician. Initials of receptionist to be recorded in appointment slot with possible reason where possible.
• Offer on the day appointment with any clinician for urgent patient needs, unwell child or unwell adult.
• To assist with checking in of patients on arrival for appointment if unable to access self check in system.
• To check with clinician if patient more than 15 minutes late or rebook appointment.
• Deal with aggressive or awkward patients in a calm and professional manner.
• Record adverse patient interactions in Incident book and inform Practice Manager.
• Seek help from colleague or Practice Manager if patient is abusive or threatening.
• Greet and welcome visitors and ask to sign Visitor Book.
• Record message for clinician (GP or Nurse) in their message book with patients name and contact details, date and name of receptionist taking the message. Avoid giving a specific time frame of when clinician will return the call.
• Record request for visit on Appointments timetable with reason for visit. Any visit requests after 1pm needs to be discussed with Duty GP before accepting.

Administrative:

• When relevant inform patient of private medical fees (refer to practice policy).
• Issue a receipt to patient for any money taken over the counter and record in invoice/receipt book.
• Filing of all scanned correspondence as per protocol.
• Shredding of scanned correspondence as per protocol.
• Booking patient transport requests for hospital appointments.
• Photocopy or faxing correspondence where appropriate.
• All incoming correspondence received by reception to be placed into scanning tray.
• Providing patient copies of tests results with checking patient details to ensure patient confidentiality maintained.
• Support clinician when requested to chase test results or clinical correspondence.
• Change of patient address requires proof from patient with a copy made before being able to amend patient contact details on system. Copy goes to Administrator/Senior Receptionist for action.
• Change of name requires proof from patient with a copy made for scanning into patient notes before being able to amend patient notes.

Prescriptions:

• Printing repeat prescription requests within 48hrs as per practice protocol.
• Prescriptions may be requested in writing, by fax or online from the practice website.
• Telephone prescription requests only accepted for housebound patients for repeat items otherwise to be managed as a patient query for Duty GP to action.
• Acute item requests or de novo requests to be given to duty GP and dealt with as prescription query. Receptionist not authorised to print.
• Outpatient prescription requests to be photocopied and original placed in scanning tray. Photocopied version to be kept in prescription basket to be actioned by Duty GP.
• Reminder letters to be issued to patient with relevant code inserted in patient notes for overdue medication reviews.
• District Nurse prescription requests or other external health professional request needs to be faxed to the surgery and not accepted over the phone. Faxed request to be photocopied with original placed in scanning tray and copy in prescription basket to be actioned by duty GP.

Registrations:

• Reception to assist with new registrations as per practice protocol.
• Proof of identity and proof of address and residing in practice boundary or within Harrow Borough as per protocol required.
• New patients not to be turned away but to be welcomed and relevant information provided.
• New Patient registration pack to be given to patient includes health questionnaire, practice leaflet and practice newsletter.
• Newly registered patient health check appointment with HCA to be booked unless declined by patient.

Reception:

• Opening of premises and deactivate alarm and getting surgery ready to receive patients in the morning.
• Restore telephone services at opening times and after lunchtime.
• Divert telephone services to answering system or OOH at 1pm and at closing time.
• Reception and waiting room area to be kept tidy at all times.
• Security check and lock up of premises at end of evening surgery. Ensure lights and computers switched off. Activate alarm if last to leave premises.

Data Collection/Recalls:

• Record or check patient up to date telephone contact detail opportunistically with each contact with the patient.
• Assist with Smear recalls in ringing patients and booking appointments with Nurse or Dr Tanvir
• Assist with child immunisation recall for appointments with Nurse.
• Assist with data collection such as smoking status when requested by the practice.
• Activate reminders to patient of their appointments via EMIS Web NHS texting service.

Additional Role

1. Holiday/Sickness Leave cover of Reception Team Colleagues.

2. Participate in Extended hours cover of Reception.

3. Make tea/coffee for clinicians or visitors when required.

4. Any other reasonable task required.

Personal Qualities Flexible

Hardworking

Good Communication Skills

Good Customer Care Skills

Team Player

Manage workload and time efficient

IT skills Windows, Email

Awareness of Data Security

Role of Conduct: Maintain patient confidentiality at all times.

Maintain professional behaviour.

Adhere to all Practice Protocols and Staff Handbook.

Polite and respectful.

Essential Training: Basic Life Support training provided by the GP Surgery.

Awareness of Child Protection issues.

Education/Professional

Development: Participate with in-house staff annual appraisals.

Participate in any mandatory or additional training.

Participate in Practice Development Plan.

Attend the Practice Staff Meetings and contribute to Practice

Development.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• Qualified to NVQ level 2 in Health and Social Care

Desirable

• N/A

Employer details

Employer name

North Hyde Practice

Address

167 North Hyde Road

Hayes

Middlesex

UB3 4NS

Employer's website

https://www.northhydepractice.nhs.uk/