Medical Receptionist/Administrator, Ribblesdale Medical Practice, Bury

Job summary

To ensure patients receive a high quality, professional service and to contribute to the daily practice routine.

More specifically the role shall encompass various administrative tasks and the day to day running of the reception area.

You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in line with their requirements using care navigation methods, in a courteous, efficient and effective way, with the patient at the centre of everything we do.

You will provide general administrative assistance to the GP partners and practice business manager as required, and at all times project a positive and friendly image to patients and other visitors, whether in person or over the telephone.

Main duties of the job

Reception of Patients:

  1. Welcoming patients at the Reception desk in a polite and friendly manner.
  2. Accepting patients on arrival for appointments and routing patient appropriately.
  3. Handling of general enquiries at the reception desk or over the telephone
  4. Anticipating, preventing and dealing with problems at Reception and in the waiting room.
  5. Leaving the reception area tidy and ready for incoming colleagues, ensuring that prescriptions promised for collection are ready and passing on information concerning unsolved and urgent problems to your colleagues as a part of handover.
  6. Dealing with new patients wishing to register at the Surgery, providing them with a New Patient Registration Pack and assisting them to complete the appropriate forms if necessary.
  7. Dealing with notifications of change of address and/or change of name.

About us

An opportunity has arisen to join our highly motivated and high achieving PMS practice team. Ribblesdale Medical Practice is based in the centre of Bury in modern premises with a practice list of approx 7,500 patients. We demonstrate a consistently high performance in the achievement of QoF and the Bury Quality in Primary Care Contract, and have been rated GOOD by the CQC at every inspection.

The practice has 4 GP partners, 1 full time Nurse Practitioner, 1 senior clinical pharmacist, 1 full time practice nurse, 1 full time Assistant Practitioner; and with Training Practice Status we provide placements for Trainee GPs.

We use the EMIS Clinical System and AskMYGP as our online patient access platform.

We are seeking an enthusiastic Medical Receptionist to join our practice administrative team, and would like someone who will actively participate in delivering and maintaining our high standards of patient services and care.

Job description

Job responsibilities

Reception of Patients:

  1. Welcoming patients at the Reception desk in a polite and friendly manner.
  2. Accepting patients on arrival for appointments and routing patient

appropriately.

  1. Handling of general enquiries at the reception desk or over the telephone
  2. Anticipating, preventing and dealing with problems at Reception and in the waiting room.
  3. Leaving the reception area tidy and ready for incoming colleagues, ensuring that prescriptions promised for collection are ready and passing on information concerning unsolved and urgent problems to your colleagues as a part of handover.
  4. Dealing with new patients wishing to register at the Surgery, providing them with a New Patient Registration Pack and assisting them to complete the appropriate forms if necessary.
  5. Dealing with notifications of change of address and/or change of name.

Ask My GP

1. To manage the incoming patient requests that come into practice via our online portal (askmyGP)

2. Route the requests accordingly in line with practice protocols

3. Flag any urgent requests or home visits to the duty doctor

4. Use your initiative to note any potentially urgent requests and highlight accordingly to the appropriate clinician.

5. To respond to patients when administrative tasks have been passed back to reception via a clinician on askmyGP.

6. Send appropriate pre0set messages in line with management of requests and care navigation protocols.

Appointments and Home Visits

  1. Making new and follow-up appointments with clinicians as per practiced policy.
  2. Maintain appointments system for GPs, Practice Nurse, pharmacist and minor surgery Clinics.
  3. Cancel appointments when requested according to the Appointment Cancellation Policy.
  4. Record requests for home visits on the appointments system, taking address, telephone number and the reason for the visit request.
  5. Check Duty Doctor rota list in Reception each day and pass on any late calls to the doctor as soon as possible via mobile, if the doctor is out on the road.
  6. Assist with the ordering of any emergency ambulance at the request of the Clinician.

Prescriptions:

  1. Accept requests for repeat prescriptions via face-to-face, on line, fax or Prescription Box and process as per Repeat Prescribing Policy.
  2. If request is face-to-face, verify with the patient the time the prescription will be ready for collection (usually 48 hours).
  3. Check Prescription Box at regular intervals throughout the day.
  4. Liaise with local Pharmacists re: collections and prescription queries.
  5. Check emails and process any on line prescriptions requests
  6. At the end of the day lock signed prescriptions waiting for collection in the designated filing cabinet. Leave key in agreed place.
  7. Any prescriptions that are more than a month old that have not been collected should be destroyed and coded appropriately on the clinical system, the prescription box should be checked at regular intervals for old prescriptions.
  8. Empty prescription printers and lock blank prescriptions in agreed place.
  9. Record incoming and outgoing prescriptions pads according to Prescription Security Protocol.

Telephone:

  1. Answer telephone calls promptly (within 3 rings), politely and discretely so that other patients cannot hear confidential medical information.
  2. Take and transfer calls accordingly.
  3. Make appointments, record requests for home visits, deal with queries from other health care professionals and patients.
  4. Receive and record telephone messages via the pink acute appointments.

Personal calls should not be made to avoid blocking up the practice telephone lines.

Correspondence:

  1. Incoming mail to be sorted and opened by designated member of the reception team; with the receipt of anything marked private and confidential (unless hospital stamped) taken out and passed directly to the named person.
  1. Sort outgoing mail and frank ready for posting. Place mail for the NHS Milk Run collection in the appropriate place ready for collection.
  2. Take post to post box as per Ribblesdale Post Rota before last post collection of the day.
  3. Download the electronic mail and scan any incoming clinical letters onto patients record and route to the appropriate clinician.

Computer

  1. Daily use of the clinical software system EMIS and Docman following appropriate training.
  2. Enter data onto patients records in accordance with practice policies.
  3. Note summarising medical records in accordance with Practice Protocol.
  4. Maintain Death Register on Docman
  5. Assist with QOF (Quality and Outcome Framework) using clinical audit and the recall system.
  6. Scanning/processing of hospital letters and documents, read coding letters as appropriate
  7. Ensure correspondence, reports and results are filed electronically in the correct patient record.
  8. Participate in audits
  9. Register new patients and deduct patients leaving the Practice over the computer links.

Communication

1. Record information which is accurate and legible.

  1. Process messages to all Clinicians and other members of staff in a timely and accurate manner and according to the in house protocols.
  2. Liaise with other Health Care Professionals and agencies as requested
  3. Open emails on a daily basis to ensure good channels of communication, both internal and external, is maintained.
  4. Attend staff meetings
  5. Attend LTI sessions
  6. Work as a team member, when possible being flexible and supportive to colleagues

Security

1. At the start of the day, check GP consulting rooms and recover prescriptions from locked cupboard.

2. On leaving the building for the evening check each PC is switched off. Check electrical appliances are switched off as necessary.

3. On leaving the building for the evening follow the Leaving the Building at the end of the Day Procedure. Also follow Saturday morning and weekday extended hours procedure for leaving the Building on those days (if appropriate)

4. You will be required to abide by the protocols which cover both security of the building and Information Security. Any breeches of security must be reported to the Practice Manager immediately.

General Housekeeping

1. Repair and maintenance of medical records.

2. Assist with maintaining supplies of stationery; order prescriptions, medical certificates etc…

3. General housekeeping of the waiting room and consulting rooms after each session.

4. Check Doctors name plates are changed prior to each surgery session.

5. Keep the Doctors consultation rooms adequately stocked with stationery, specimen bottles and lab forms.

6. Retrieve/file medical records as required.

7. Check fridges daily for any lab specimens

Other duties:

Any other duties delegated by the Doctors or Practice Manager/Head Receptionist considered appropriate to the post.

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:

  1. Participation in annual appraisal and personal development plan.
  2. Comply with Practice training programme to maintain and update skills.
  3. Participation in mandatory training which includes annual Fire Training, Basic Life Support and Information Governance Training
  4. Participation in in-house training and monthly Learning Time Initiative sessions.
  5. Participate in Complaints and Significant event audits as appropriate/required.

6. Assist in training and supervision of new staff and occasionally other temporary

Staff, such as medical students and students on work experience placements.

Person Specification

Experience

Essential

  • Computer literacy and proficient keyboard skills
  • Experience of Microsoft packages
  • Excellent communication skills
  • Reception/office experience

Desirable

  • Experience of Emis clinical System
  • Experience of working in general practice/primary care setting

Qualifications

Essential

  • 5 GCSEs including Maths and English

Desirable

  • Business Administration Level 2 or equivalent
  • ECDL, IT qualification
  • AMSPAR Qualification
  • Medical Terminology Certificate

For more information about this job vacancy please contact Lynsey Jayne Philbin, Practice Business Manager, philbin.lynsey@nhs.net, 01617621650.

Connect with Ribblesdale Medical Practice on Workforce Connect

Ribblesdale Medical Practice, Townside Primary Care Centre, 1 Knowsley Place, Knowsley Street, Bury, BL9 0SN (view map). For more information about the practice please visit https://www.ribblesdalemc.nhs.uk/.

Closing date: 30/04/2023Job type: Part timeStaff group: Administrative and ClericalJob location: BuryEmployer: Ribblesdale Medical PracticeSalary: Depending on experience £10.42 starting