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Receptionist

St Stephen's Health Centre - NHS
St Stephen's Health Centre, Bow, London E3
£20,475.00 - £21,547.50 a year - Permanent, Full-time

Location

St Stephen's Health Centre, Bow, London E3

Benefits
Pulled from the full job description

  • Company pension
  • On-site parking

Full job description

St Stephen’s Health Centre

Clinical Receptionist job description & person specification

Job Title

Clinical Receptionist

Line Manager

Reception Supervisor

Accountable to

Operations Manager

Hours per week

37.5 Hours Per Week

Job Summary

The candidate for this role must have 1-2 years of experience in a healthcare setting. To ensure all interactions with patients and the public are in a professional, friendly and polite manner, always respecting patients’ confidentiality. To adhere to all practice policies, procedures and protocols at all times. Perform all assigned administrative duties in a timely and efficient manner.

Mission Statement

St Stephen’s Health Centre is an NHS healthcare provider.

We are a team, working in partnership with our local community to help promote and support health and wellbeing.

St Stephen’s is committed to providing an environment that is caring, kind and respectful to our patients and staff.

Generic Responsibilities

All staff at St Stephen’s Health Centre have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Deputy Practice Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at St Stephen’s Health Centre must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At St Stephen’s Health Centre, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure all of their staff are afforded the opportunity to take a minimum of 27 days leave each year, and should be encouraged to take all of their leave entitlement.

Primary Responsibilities

  • Open and close surgery, ensure that the sign is correct, all lone workers to be alerted of closing
  • All patients and visitors are to be greeted in a courteous and polite manner
  • To monitor and administer the following Filing tasks:
  • Keeping all patient identifiable data stored securely, appropriately and not visible to the public.
  • Input in order of attendance in electronic appointment system for appropriate session holder and record reason, as appropriate.
  • Pull out patient paper medical records/test requests, as requested.
  • Ensure all details on patient electronic medical records are complete and correct i.e. contact number, NHS no, next of kin, carer details, address, etc. Review ALERTS to ensure still relevant, if not update or delete, as appropriate.
  • PDS – check that it is BLUE, if not, review and correct.
  • Sort and date stamp all incoming post ensuring that it is scanned and put for the Coders attention
  • Scanning – all documentation received should be scanned within 24-48hrs ensuring accurate Read codes are used to record the following:
  • New patient registration: ensure all details on the registration form are complete together with the patient questionnaire are signed by patient. Essential information includes;
  • When making follow-up appointments, seek advice of relevant timeframe from GP/Nurse.
  • Responding to incoming calls/mail/email/documents
  • All calls are to be answered with “Good morning/afternoon (as appropriate) your name, how can I help?”
  • Record all messages in Emis Web, messaging system or TASK, as appropriate and send to relevant team member. Ensure you note; the name, contact number, purpose of call/message and date. Follow-up verbally if team member is not on site at the time to ensure action was taken.
  • Check for incoming emails/documents i.e. out of hours (LCW OOH/COOP), emergency admissions, discharges bring to the GPs attention, as appropriate.
  • All invoices/bills to be placed for PM attention.
  • Prepare repeat prescription orders and file as EPS or manually for GPs attention, as appropriate. Records collections of scripts by patient, chemist etc., at all times.
  • Health & Safety – Staff to ensure that all public areas of the practice are free from obstruction and all surfaces are clean/ dry to avoid slips or injury to patients and visitors.
  • Locum Cover - GPs to be given the following:
  • Tour of premises ensuring they know where emergency exits are
  • Shown where staff rest room and kitchen located
  • Locum Folder opened on desktop
  • GP logged in to computer and EMIS
  • Advised of main referral hospitals, referral process
  • Advised all bloods are done on site and all other services i.e. smoking cessation, mother & baby, chronic diseases, Diabetes and Minor surgery.
  • Advised how to use the telephone system, and preferences of how to call in patients.
  • Advised that E-referral is operational, therefore all referrals (care pathways/hospitals/community clinics) are done during the session, with a hard copy given to reception. OR photocopy letter placed in referral file, if given to the patient. GP to send task for all referrals and 2WWs
  • Give brief overview of clinical system, if needed
  • Remind all consultations are to be READ CODED, no free texting.
  • Record time of arrival and departure accurately noting any administrative time completed.
  • To complete all associated administration including filing (scanning), patient test/report, hospital appointment follow-ups, referrals, disease recalls etc., within practice guidelines and procedures.
  • Action all tasks, within 5- 10 working days or within the specified timescales as required.
  • Complete all filing/administration for each session by the end of the day.
  • Infection Control - All specimens are to be handled with gloves at all times.

Secondary Responsibilities

Administration

  • Carry out bi-monthly stock checks, assigned by the Reception Supervisor, recording all orders and kept for minimum for 6 months on file.
  • Monitor delivery of stock and record as appropriate. Ensure to check contents / delivery note before signing receipt.
  • Keep all receipts for presentation for reimbursement to the Practice Manager, where appropriate.
  • To assist in the preparation of patient medical records/reports/invoices, record the following details in the patient medical records:
  • All received /returned medical records should be recorded in patients’ medical records and sent in bag/clearly marked with EMIS Number in RED and date received. Put for filing for the summariser and then filed on completion of process.
  • To manage the specialist clinics/appointments/patient information; ensuring that all medical records screen information/ALERTs are READ and ACTIONED as appropriate.
  • Scanning/Docman to be done daily. Patient results/ letters etc. to be entered into medical records using read codes ONLY. All staff to be familiar with disease register/other coding to ensure accurate codes are used.
  • Referrals – all referrals, where appropriate, are booked through Ereferrals. Patient informed via SMS for 2WWs referral only informing of their appt. Spread sheet updated daily/weekly recording all referrals completed and stored for clinical monthly meetings.
  • To manage, assigned disease registers, recalls, monitoring attendance and recalling of patients, minimum THREE recall (within 2 months). This can be done via SMS, telephone or letters, as appropriate. Where patients have been recalled three times and not attended. May send second batch of 3 recalls, if not attended refer to GP to exception report.
  • To assist as required, the PM/GP in the completion of audits/claims information for submission to the NHS England, Brent Council, Kilburn Coop, CCG on a monthly/quarterly basis, as appropriate. Software includes: Open Exeter, Health Intelligence, CQRS, and any other portals. This may include Child immunisations, Cytology, smoking, disease register, DNA reports as well as annual contracts.
  • Review generic practice email and personal email daily. Review minimum TWICE per day (AM and PM).
  • Delete messages from NHS mail to prevent memory being exceeded. This is to ensure emails are received at all times.
  • To attend monthly /weekly Practice meeting, training sessions, supervision and appraisal meetings as appropriate with line manager. Meetings to include; Regular review of duties, training, practice administration and procedures.
  • To report to Practice Manager/ Senior Receptionist, absences and holidays and record on appropriate proforma. Any absences to be reported before 8am on the day OR 4pm the previous day, in order to arrange suitable cover. All holidays to be booked 6 weeks in advance and agreed by the Practice Manager.
  • To undertake any other duties which the GP or Practice Manager may from time to time require.

The person specification for this role is detailed below.

Person Specification – Receptionist / Administrator

Qualifications

Essential - Educated to GCSE level or equivalent

Desirable - GCSE Mathematics & English (C or above)

Experience

Essential - Experience of working with the general public

Essential - Experience of Clinical Coding

Essential - Experience of working in a health care setting

Essential - A minimum of 3 years in a healthcare setting

Skills

Essential - Excellent communication skills (written and oral)

Essential - Strong IT skills

Essential - Clear, polite telephone manner

Essential - Competent in the use of Office and Outlook

Essential - EMIS

Desirable - accuRx

Essential - Effective time management (Planning & Organising)

Essential - Ability to work as a team member and autonomously

Desirable - ERS

Desirable - Cerner

Essential - Good interpersonal skills

Essential - Problem solving & analytical skills

Essential - Ability to follow policy and procedure

Personal Qualities

Essential - Polite and confident

Essential - Flexible and cooperative

Essential - Motivated

Essential - Forward thinker

Essential - High levels of integrity and loyalty

Essential - Sensitive and empathetic in distressing situations

Essential - Ability to work under pressure

Other requirements

Essential - Flexibility to work outside of core office hours

Essential - Disclosure Barring Service (DBS) check

This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.

Job Types: Full-time, Permanent

Salary: £20,475.00-£21,547.50 per year

Benefits:

  • Company pension
  • On-site parking

Schedule:

  • 8 hour shift
  • Monday to Friday

Ability to commute/relocate:

  • London, E3 5ED: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 31/03/2023
Expected start date: 03/04/2023