We are seeking to recruit a Patient Care Co-Ordinator (Medical Receptionist) to join our friendly, well organised, semi-rural GMS practice in the Staffordshire Moorlands. We are a long established, friendly practice with a very enthusiastic, highly trained and efficient team who are all committed to providing the best possible care for our patients. The surgery is in a purpose built Primary Care Centre with a list size of 10,800 patients.
Work pattern : 30 hours per week Monday to Friday - shift patterns between 7.45 am and 6.30 pm. Flexibility needed to cover staff absences.
JOB SUMMARY
The purpose of the role is to:
Offer general assistance to the Practice team and project a positive image to patients and other visitors. To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way and to undertake a variety of administrative duties to assist in the smooth running of the practice.
SPECIAL REQUIREMENT OF THE POST
This person must be capable of performing accurately any function requested of them to assist the practice to run efficiently.
To present a calm and friendly image to patients.
Ability to use own judgment, resourcefulness and common sense and be able to work under pressure without direct supervision.
To have excellent communication skills and patience.
To be reliable and flexible.
To have the ability to work in a team orientated environment.
To observe strict confidentiality on all matters relating to the practice and its patients
MAIN DUTIES AND RESPONSIBILITIES
To have a thorough knowledge of all practice procedures.
Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
Deal with all general enquiries, explain procedures and process appointment requests for today and future appointments from patients by telephone and in person in line with the Care Navigation protocol.
Using own judgement and communication skills ensure that patients with no prior appointments but who need urgent consultation are seen in a logical and non-disruptive manner.
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
Deal with home visit requests, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Print out brief summary including present prescriptions and last five entries off computer.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Processing and distributing incoming (and outgoing) mail.
Deal with Net Account as appropriate.
Photocopy as requested.
Action repeat prescription requests via EPS. If urgently required ensure that these are ready by the same afternoon/following day.
Hand out completed repeat prescriptions to patients and check names and addresses.
Record patient deaths on computer and inform all practice members via email.
Advise patients of relevant charges for private (non General Medical Services) service, accept payment and issue receipts for same.
Enter patient information on to the computer as required.
Process patients change of address - computer data and medical records.
Patient notes and correspondence:
Retrieve and re-file medical records as required, ensuring strict alphabetical order is adhered to.
Ensure correspondence, reports, results etc. are filed promptly and in the correct electronic records.
Ensure Lloyd George records are kept in good repair with all necessary information on the outside cover is clearly visible.
Ensure that all new patients are registered onto the computer system promptly and accurately.
Be able to cover all reception positions as necessary.
Attend monthly Staff and bi monthly Clinical Governance meetings
Provision of refreshments for staff and other visitors as required, keeping the kitchen area clean and tidy.
Undertake any additional duties appropriate to the post as requested by the Partners, Practice Manager or the Office Supervisor.
CONFIDENTIALITY
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 carer’s, 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.
HEALTH AND 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.
Undertaking periodic infection control training (minimum annually).
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.
EDUCATION/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.
Attend training days/In House training as deemed appropriate.
To undertake project work as directed by the Office Manager – e.g. Patient Satisfaction Surveys.
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 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 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.
Participate in audit where appropriate
The above job description is not exhaustive and is subject to review and amendment. The post holder may be required to undertake any further duties appropriate to the role as delegated by the practice.
Job Types: Part-time, Permanent
Pay: £12.71 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: In person
