Medical Receptionist / Administrator

September 10, 2024

Redwood Surgery

Bangor

PART TIME & OTHER

Redwood Surgery
Bangor Health Centre
Newtownards Road
Bangor BT20 4LD
Tel: 028 91 638700
JOB DESCRIPTION
TITLE: Medical Receptionist / Administrator
LOCATION: Bangor Health Centre
REPORTING TO: Practice Manager and GP’s
REMUNERATION: £12.00 per hour
HOURS OF WORK: 9.30-18.00 Wed & Fri
Flexibility required to cover between 08.30-18.00 for holidays and sickness. At times weekend and evening work may be required to cover clinics.
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 members of staff. This will include both telephone and face-to-face contact.
SPECIAL REQUIREMENTS FOR POST

An understanding, acceptance and adherence to the need for strict confidentiality.
An ability to use your own judgement, resourcefulness, common sense and local knowledge to respond to patient enquiries and requests.
Excellent communication skills.
A high standard of punctuality and neatness.

MAIN DUTIES & RESPONSIBILITIES OF THE POST
1 RECEPTION DUTIES
a) Ensure appointment system is properly organised and monitor flow of patients into consulting/treatment rooms b) Ensure patients without appointments, but who need an “urgent consultation” are seen in a logical and non-disruptive manner
c) Explain practice arrangements and formal requirements to new patients and those seeking temporary medical cover, ensure procedures are complete d) Advise patients of relevant charges for private services, accept payments and issue receipts e) Respond to all enquiries and requests for assistance from patients and other visitors f) Ensure reception and waiting areas are kept neat and tidy at all times
2 COMPUTER a) Be familiar with all aspect of appointments, registration, patient history, surgery lists and recall systems as are necessary to carry out daily duties b) Record contacts with patients by telephone in accordance with practice protocol c) Be familiar with all aspects of scanning system and management of clinical correspondence d) Back-up the computer system in accordance with practice protocol
3 EMERGENCY SITUATIONS, PROBLEMS AND DIFFICULTIES a) Be familiar with responding to a patient in an emergency b) Respond appropriately to a patient who is rude, aggressive or difficult in accordance with the practice Zero Tolerance procedure c) Be familiar with the Practice Complaints Procedure
4 MANAGEMENT OF APPOINTMENT SYSTEM a) Ensure total familiarity with appointment system in effect including regular incidental variations b) Book appointments ensuring sufficient information is recorded to retrieve medical records c) Monitor effectiveness of the system and report any problems or variations required
5 OPERATION OF TELEPHONE SYSTEM AND MESSAGE TAKING a) Receive and make calls as required in a courteous manner.
Divert calls and take messages as appropriate b) Inform patient of times when doctors are available for telephone consultations
6 RECEIVE AND DIRECT VISITORS
a) Receive and Direct Visitors in accordance with the practice protocol b) Ensure the Reception Desk is always manned
7 DEALING WITH PATIENT REQUESTS FOR REGISTRATION
a) Ensure practice arrangements and formal requirements are explained to patients requesting registration b) Ensure they are given the appropriate paperwork c) Give a practice booklet
8 DIRECT PATIENTS TO APPROPRIATE HEALTH CARE
PROFESSIONALS FOR ADVICE
a) Be aware of the services the practice provides in relation to health improvement/chronic disease management b) Keep up with practice leaflets c) Know relevant potential sources of information inside/outside the practice d) Health promotion material
9 CONSULTING ROOMS/STATIONERY
a) Check Drs and nurses consulting rooms at the end/start of day to ensure adequate supplies of stationary including prescription b) Check all equipment is switched on/off including computers c) Keep own work area clean and tidy d) Ensure adequate supplies of paper are available for the fax machine and photocopier e) Identify person responsible for ordering stationary and consumables f) Procedure for receiving, checking and storage of stationary and consumables
10 MAIL HANDLING
a) Open and distribute incoming mail in accordance with protocol b) Mail from outside the practice c) Circulars and hand delivered mail d) Prepare outgoing mail e) Routine, Urgent items f) Awareness of availability of stamps and identification of persons responsible for ordering g) Know/learn how to use electronic mail, including faxing and e- mail
11 RECEIVE TELEPHONE CALLS AND ELECTRONIC MAIL
a) Ensure confidentiality is maintained whilst making/receiving calls by using ability to put caller on hold b) Receive and make calls as required c) Divert to appropriate people d) Take and record messages in accordance with protocol e) Ensure system is operational at the beginning/end of each day
14 ADMINISTRATIVE PROCEDURES
Be aware, assist and ensure practice protocols are met when dealing with the following:- a) Patient change of address b) PIP forms c) Sick lines d) Medical/Insurance reports e) Private medicals f) Requests for letters g) Contacting hospitals/out of hours h) Local development schemes e.g. flu campaign i) Recording out of hours information j) Filing of prescriptions/new patient information k) Make up new patient charts l) Retrieving and re-filing of medical charts
15 START AND END OF DAY PROCEDURES a) Switch on computers, and make all necessary preparations to receive patients b) At the end of the day ensure telephone has moved to OOH message c) Clear Dr’s trays as appropriate
16 OTHER
This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or the Manager
PERSON SPECIFICATION
Essential Criteria
1. Candidates must hold 5 GCSEs (A-C) or equivalent, including English and Maths (one of which must be English Language) PLUS a minimum of one year’s experience in an administrative/office setting or direct customer service within the last 5 years
OR
NVQ/GNVQ Level 2 PLUS a minimum of one year’s experience in an administrative/office setting or direct customer service within the last 5 years
2. To be IT literate with a minimum of 6 month’s experience of working effectively with Windows Programmes or equivalent
3. To possess effective communication skills.
4. To demonstrate an ability to work as part of a team and on own initiative.
5. To demonstrate an ability to prioritise workload
6. To demonstrate an approach to work which is flexible and adaptable to meet the needs of the service
7. To have a polite and friendly manner towards patients, colleagues and all visitors to the practice and on the telephone
8. To demonstrate an understanding, acceptance and adherence to the need for discretion and confidentiality.
9. To demonstrate an approach to work which is both collaborative and co-operative
10. To carry out all duties in a reliable and consistent manner
11. To be flexible to cover in times of annual leave and sickness
Desirable Criteria
1. Work experience within the Health Service
2. To have an IT qualification
Applicants please note:
Whilst elements of the essential criteria will form the basis for short-listing, these may become more stringent by tightening the existing criteria.
WE ARE AN EQUAL OPPORTUNITIES EMPLOYER
ALL STAFF MUST COMPLY WITH THE NO SMOKING POLICY
All STAFF MUST COMPLY WITH THE DRESS CODE
HOW TO APPLY
We require an application form to be completed to apply.
You can click 'apply now' and we will send you an application form as an attachment to complete and return to us or email us directly on
redwood.recruitment.z00253@gp.hscni.net
We will not be accepting CVs as a form of application.
Job Types: Part-time, Permanent
Pay: £12.00 per hour
Expected hours: 15 per week
Benefits: