Medical Receptionist

Overview

Willowbank Surgery in Keady are currently seeking full-time and part-time Medical Receptionist/Care Navigator.

LOCATION: Willowbank Surgery
JOB TITLE: Medical Receptionist/Care Navigator
REPORTS TO: Practice Manager
RESPONSIBLE TO: Practive Manager
ACCOUNTABLE TO: GP Partners
HOURS: 37hrs per week – temporary / maternity cover

Job Summary:

• To achieve the aims of the practice by carrying out reception, telephone and clerical duties competently and efficiently.
• To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other health personnel.
• Receive, assist and direct patients in a courteous, efficient and effective manner
• Provide general assistance to the Surgery team and project a positive and friendly image to patients and other visitors, either in person or on the telephone
• Responsible to the Practice Manager

Job Responsibilities:

Reception

• Receive and direct patients consulting with members of Surgery team
• Respond to all queries and requests for assistance from patients and visitors at reception in an efficient and courteous manner
• Explain Surgery arrangements to new patients and those seeking temporary cover, adhering to relevant procedures

Telephones

• Receive and make calls as required, passing on messages appropriately
• Ensure that telephones are at all times answered promptly and politely
• Divert calls and take messages as appropriate ensuring accuracy of detail and prompt appropriate delivery
• Ensure that telephone system is operational as per surgery guidelines
• Deal with patient requests for appointments, prescriptions and home visits as per Surgery protocol
• Processing prescription requests etc ensuring that they are ready for collection within the timescale set by the practice
• Book ambulances and interpreters when required and record details when booking completed

Appointments System

• Maintain the appointment system of the practice following practice protocol
• Book appointments for patients ensuring sufficient information is recorded to identify patient/medical needs
• Ensure that patients without appointments but needing ‘urgent consultation’ are directed appropriately

Information Technology/Scanning

• Ensure accurate and prompt scanning of patient clinical letters into clinical system
• Identify relevant clinical information contained in patient correspondence for coding
• Code or free text the clinical information on to the patient record
• Deal with patient blood results appropriately as directed by the Doctors
• Input data efficiently and promptly into clinical system
• Run IT searches if appropriate
• Email
• Adhere to current GDPR legislation

Training

• Will be required to participate in regular practice based learning events including CPR training

Administration

• Have a thorough knowledge of all Surgery procedures

Other Duties

• Any other tasks allocated by Practice Manager

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 Carers, Surgery staff and other healthcare workers. They may also have access to information relating to the Surgery 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 Surgery may only be divulged to authorised persons in accordance with Surgery 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 Surgery Health and Safety Policy and the Surgery Infection Control policy and published procedures. This will include:

•  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
• 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 Surgery 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.

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
• Participate and attend staff training

Quality:
The post-holder will strive to maintain quality within the Surgery 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 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 Surgery 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

Equal Opportunities
The practice is an Equal Opportunities employer and the post holder will be expected to adhere to all equal opportunities principles

Information Technology Security Policy

You are required to work within the remit of the practice information and security policy.

As a consequence of the above unauthorised / inappropriate use of computers including the internet, email, passwords, computer packages etc. will be regarded as gross misconduct and will be treated as such under the disciplinary procedure.

Smoking Policy
The practice operates a “smoke free” policy and all employees must comply with this