Job summary
Invicta Health has an exciting opportunity for a Receptionist to join the team on a part time basis, 20 hours per week.
We reserve the right to close this vacancy early if we receive sufficient applications for the role.
Main duties of the job
As Receptionist, you will provide an important role in supporting the practice team with the day-to-day running of the practice by undertaking a variety of general and clinical administration duties. You will act as the first point of contact for patients contacting the practice, and work effectively to receive, assist, and direct them in accessing the appropriate healthcare professional or service in a courteous manner ensuring confidentiality. You will provide a welcoming, friendly, and positive image to patients and visitors either in person, via email or via the telephone, portraying the practice in the highest possible professional basis.
About us
Invicta Health is a non-profit company, with a passion for primary care. We have a wide range of services such as hub-based GPs services, GP surgeries, services in Urgent Care Centres and A&E, a Community Primary Care mental health service, GP staff training service and the list is growing all the time.
We are formed by a federation of General Practitioners working in Canterbury and South Kent Coast areas of East Kent. Our aim is to provide local, high quality services for local people by collaborating with other established organisations in the health and social care community.
What perks can we offer you?
- NHS Pension
- Learning and Development opportunities
- Progression opportunities
- Competitive annual leave entitlement
- Incremental pay progression
- Flexible working
- Approved blue light card provider
- Salary Sacrifice Schemes
- Car Lease Scheme
- Employee Assistance Programme
Job description
Job responsibilities
Front Desk
Tend to the front desk ensuring to greet patients and visitors on their arrival to the practice in a welcoming manner.
Ensure all patients and visitors to the practice are signed in and directed to the relevant waiting area.
Inform the relevant host for example, the GP, Nurse or Practice Manager of any patients or visitors arrival
Accept payments and issue receipts for non-NHS services.
Book ambulances/appropriate transport for patients according to protocols.
Assist patients with requests for Blood Forms, Urine Forms and Xray forms, printing where necessary.
Assist patients to use the POD, checking blood pressure and stats.
Receive samples from patients, refusing those that have not been requested and/or expected.
Keep the reception area, noticeboards and leaflet dispensers clean, tidy and free from obstructions and clutter.
Support in ensuring the reception area remains a calm environment for all. Politely and safely addressing any disruptive behaviours, escalating to management where appropriate.
Registrations and Appointments
Process registrations both regular and temporary ensuring complete information and appropriate ID.
Book in, amend and cancel general (GP/Nurse), clinic (Flu) and third party (Physio) patient appointments in line with practice appointment procedures, ensuring optimum efficiency of the appointment system.
Monitor the incoming E-Consult messages booking an appropriate appointment or directing to the most appropriate department.
Monitor the 111 clinical screen and directing as appropriate
Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols.
Ensure that patients without appointments but who need 'urgent consultations are booked into appropriate slots and referred to a GP where necessary.
Once trained, chaperone patients to their GP appointment as and when requested, this can include intimate examinations.
Prescriptions and Certificates
Receive and process prescription requests accurately and in accordance with practice guidelines
Raise any prescription queries with the appropriate department including status check of whether it has been issued and where it is.
Advice and guidance
Provide advice (non-medical) and contact details of third-party services to patients as required. For example, suggesting a patient contact the Urgent Mental Health Team.
Respond to and/or redirect all general enquiries, explaining procedures where necessary and processing paperwork where required.
Process referrals for the District Nurse
Action EMIS tasks and DOCMAN workflow in a timely manner
Communication
Answer incoming telephone calls in a timely and professional manner, ensuring calls are documented and actioned and/or redirected as appropriate.
Communicate with GPs, Nurses, and the Clinical Team as necessary including passing information across to be processed, chasing documentation, results, and appointment information.
Communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers.
Liaising with GP/Clinicians, forwarding concerns, chasing for samples, letters, prescriptions and other paperwork
Monitor the reception email account and action any requests needed, raising any urgent enquiries to your line manager where relevant
Data Handling
Document information received from patients or third-party agencies, accurately on EMIS. For example, urgent blood results from path labs, patients home blood pressure readings and any urgent referral advice provided to them.
Undertake manual and electronic filing and retrieving of paperwork ensuring up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
Equipment and Stock Control
Efficient filling of sample pots, testing kits, appointment cards, registration paperwork and other necessary aids.
Clearing and re-stocking stationery items in work areas as required, ensuring low stock levels are reported to the relevant leads and ensuring a clear desk policy.
Safely accept and record receipt of any vaccine/medication deliveries, ensuring safe storage of items and informing relevant departments
Pack specimens ready for collection by the local hospital.
Miscellaneous
Opening and locking up of practice premises (where needed) and maintaining security in accordance with practice protocols at all times.
Keep up to date with any new guidance and changes within the team.
Supporting in the training of new reception team members.
Complete any special duties as outlined by your line manager
General Duties
To work collaboratively and professionally with colleagues across Invicta Health, building and maintaining relationships.
To contribute to the development of services, including processes, templates and principles.
To take part in any statutory and mandatory training or other training and development programmes as requested.
Any other reasonable duties as directed by your line manager.
Person Specification
Qualifications
Essential
- Good level of education including competent levels of numeracy and literacy
Experience
Essential
- Understand the importance of maintaining patient and data confidentiality.
- Able to use judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations.
- Experience of setting up and maintaining effective administrative filling systems
- Experience of work involving regular and accurate data inputting
Desirable
- Knowledge of office management systems and procedures
- Experience of working with Microsoft packages including, word, excel and power point
- Experience of working with EMIS and DOCMAN
- Previous administration experience within a medical environment
- Knowledge and understanding of the National Health Service
Key skills
Essential
- Able to communicate effectively and collaboratively across varied disciplines.
- Able to work in a well-organised and professional manner, maintaining concentration and accuracy
- Able to manage conflicting priorities
- Possess an aptitude for dealing with potentially difficult or demanding situations.
- Good telephone manner
Personal Attributes
Essential
- Willingness to learn and adapt to change
- Highly customer focused
- Understanding and approachable
- Strives for excellence.
- Honest and fair.
- Leads by example.
- Positive can do attitude.
Job Type: Part-time
Pay: £12.14-£12.65 per hour
Expected hours: 20 per week
Work Location: In person
Application deadline: 25/11/2024
Reference ID: ReceptionistEC
