Care Co-ordinator / Medical Receptionist

Integrated Care System; Grimsby; On-site; GBP 22,000 - 24,000; Part time

Job summary

A healthcare organization in Grimsby is seeking a care coordinator/medical receptionist to join their team for 26 hours per week. The ideal candidate must have excellent communication skills, customer service experience, and IT literacy. Duties include greeting patients, answering phone calls, and managing appointment bookings. A friendly and approachable demeanor is essential. Flexibility in working hours is required, including potential evening and Saturday shifts.

Benefits

Flexible working hours

Supportive work environment

Qualifications

• Previous experience in a receptionist role is desirable.
• Excellent verbal and written communication.
• Proactive attitude with the ability to remain calm in difficult situations.

Responsibilities

• Greet patients and direct them to the appropriate services.
• Answer telephone calls promptly and courteously.
• Handle patient queries regarding appointments and prescriptions.

Skills

Excellent communication skills

Customer service skills

IT literacy

Ability to work under pressure

Team player

Education

GCSE English Grade C / 4 or above

GCSE Math Grade C / 4 or above

Tools

Emis Web

Microsoft Word

Job description

An opportunity has arisen for a care co -ordinator / medical receptionistto join our friendly team for 26 hours a week. Applicants should be approachable,friendly and able to demonstrate excellent communication and telephone skills.

You will be challenged on a daily basis so will need to remaincalm and professional in difficult situations. You will be committed deliveringexcellent customer service, have an understanding and sensitive nature to allour patients requirements. Duties will include dealing with the public onarrival at our main reception desk including reception desk duties, answeringthe telephone and dealing with general queries including checking of patientsresults, booking appointments, repeat prescribing, arranging home visits and telephoneconsultations, data entry, filing, photocopying duties, etc.

Previous experience of working in general practice is desirablealthough full training will be given.You will possess excellent verbal and written communication skills, excellentcustomer service skills and be IT literate. You should have the ability torecord and relay information accurately and confidentially.

The successful candidate will have a fixed shift pattern working between 8am and 6.30pm Monday to Friday; however applicants should also be flexible to cover sickness, holidays and a extended access, up until 8pm (currently Mon, Wed, Thu) and Saturdays between 9am to 5pm (which we currently deliver 1 week in 4 and share between staff).

Main duties of the job

Main duties are to greet both patients and other colleagues to the building and ensure the phone is answered promptly. To communicate with the practice staff to ensure the smooth running of the Practice and to maintain a good standard of service.

Telephone Duties: Ensure Phone is answered promptly and politely including:

• Making appointments
• Prescription requests
• Giving out results
• General enquiries
• Contacting other providers

General Reception Duties:

• Greeting and directing patients and visitors to the building
• Registering new patients
• Making appointments
• Responding to the needs of Clinical staff
• Infection Prevention & Control awareness (dealing with incoming samples)
• Fire Warden Duties as and when necessary
• Dealing with cash payments from patients
• Inputting and extracting information from our computer Emis
• General housekeeping of reception and waiting area
• Ensuring incoming post is dealt with
• Open and lock the building as necessary

Prescriptions:

• Dealing with requests and enquires for repeat and acute prescriptions

About us

Pelham Medical is a welcoming practice in the centre ofGrimsby aiming to provide high quality care in a supportive environment.

This is a busy practice serving a large and variedpopulation therefore can be extremely challenging. Applicants should beapproachable, friendly and able to demonstrate excellent communication andtelephone skills.

We require an individual who is an excellent team player,have a proactive attitude, hardworking and motivated and with a personalitythat will complement the current team.

We strive to provide a family friendly workplace and aim tobe flexible in this regard while also maintaining effective services. Werecognise for our employees this is important to be able to more easily balancefamily and work life.

Appointment to any position is conditional on satisfactoryregistration, license and qualification checks, and that any informationdisclosed on the application form will be checked.

Pelham Medical Group is based in the town centre ofGrimsby. We employ experienced and respected GP's whose specialtiescover; Diabetes, Substance Misuse, Paediatrics, Womens Health, Micro-suctionand Musculoskeletal. Our practices have CQC ratings of "Good"in all areas.

Job responsibilities

PRINCIPALACCOUNTABILITIES:

To deliver an efficient, care co-ordinator / medical reception role directing patients to the most appropriate person or service and also to provide a high level of customercare and general advisory service to the practice population as per rotarequirements ensuring flexibility atall times.

To work with thepractice team towards the future development of the practice whilst at alltimes working within the spirit of the governing rules and regulationsadopted by primary care and promoting an excellent standard of customer careat all times.

KEYWORKING RELATIONSHIPS:

Practice Manager,Assistant Practice Manager, GPs and all other clinical staff and attached staff,administration & reception teams.

SPECIALIST RESPONSIBILITIES

-Toprovide a high level of customer care at all times to our patients andvisitors to the practice.

-Maintaineffective communication with clinical staff on a day to day basis.

-Toprovide a combined front reception desk / telephone acre co-ordinator role to thepractice to include face to face and over the telephone interactions, offeringpatient choice at all times.

-Tohave a full knowledge of the protocols and processes in place for the role.

-Tohave a full knowledge of the practice complaints processes, PALS, patientfees, practice boundary and various other practice related information toensure provision of a general advisory service to our patients and visitors.

MAINTASKS

FRONT DESK RECEPTION DUTIES:

• Meetand greet patients upon arrival including visitors to the practice providingrelevant assistance to their reason for attending.
• Promotinga high standard of customer care at all times promoting a positive image ofyourself and the practice.
• Bookingappointments for patients presenting at the front reception desk for allclinics and services using EMIS Web clinical system ensuring sufficient information is recordedand appointment record cards are given to patients.
• Dealwith all patient and visitor enquiries in a polite and efficient manner.
• Signpostingour patients and visitors to relevant information and services available.
• Ensuringadherence to information governance standards at all times including correctchecking of patient details when entering patient records and full knowledgeof information governance & information security policies and protocols.
• Prepare repeat prescription requestsin accordance with practice policy when patients requests at the frontreception desk, via email or using online services.
• Provide a prescription collectionpoint service to patients and chemists etc.
• Provide a high level of communicationat all times with patients, visitors, clinical and other practice staff, andusing tasks and screen messages appropriately.
• Complete start and end of dayprocedures to open premises activate/deactivate the alarm and make allnecessary preparations to receive patients and secure the building at the endof the day.
• Maintain up-to-date and compliantmedical records adhering to our paperless system, noting births/deaths,change of name/address etc.
• Register new patients and arrange newpatient health checks.
• Promote the use of the automatedarrival machine to our patients educating them in its useas and when required to do so.
• Complete filing duties and other reception/administrationduties as routinely necessary relevant to the front reception area.
• Ensure reception and waiting area arekept neat and tidy and free from hazards.
• Receive and pass on messages, and acton patient instructions efficiently, accurately and appropriately.
• Maintainstocks of Practice Leaflets and other patient related materials at all times.
• Receivingand recording patient samples for testing.
• Receiptof payment for private services for patients, issuing receipts and followingpetty cash protocols.
• Receivingand distributing incoming mail etc.
• Completionof new patient registrations using EMIS Web and co-ordination of new patientregistration forms.
• Promotinga high standard of customer care at all times promoting a positive image ofyourself and the practice.
• Dealwith all patient and other administrative enquiries in a polite and efficientmanner, following customer service protocols at all times.
• Dealwith telephone queries in an efficient manner, following customer serviceprotocols at all times.
• Co-ordinategeneral reception & administrative tasks on a daily basis ensuring dailytasks are allocated and completed before the end of your shift.
• Keeppractice notice boards and displays up to date at all times preparing anddisplaying relevant patient related and health promotion information.
• Maintainup to date and compliant medical records adhering to our paperless systemnoting births/deaths, change of addresses etc.
• Providea high level of communication at all times with patients, visitors, clinicaland other practice staff, using tasks, e-mails and screen messagesappropriately.
• Maintaina clear desk policy and shred all confidential papers no longer required.
• ActionQoF pop-ups and Summary Care Record PDS/spine differences.
• Anyother duties as deemed necessary by your Line Manager.

COMMUNICATION

• Communicateeffectively with the whole practice team, patients, visitors and attachedstaff.
• Receiveand pass on messages using appropriate methods such as e-mail, tasks, screenmessaging and other written methods & processes in place.
• Listento patients and staff and deliver solutions appropriate to their needs.
• Communicateany problems with the appropriate person immediately.
• Reportproblems with the IT systems to your Line Manager.
• Reportany problems with your workload to your Line Manager.
• Communicateto our patients and visitors following our customer service standards andprotocols at all times.

CLINICAL

• Thispost is reception/administrative, there will be no clinical duties or skillsrequired.
• However,it is imperative that you continuously develop your understanding of theclinical systems used by the practice to ensure efficiency and accuracy.

TEAM WORK

• Workas part of a team to ensure that the main priorities of the business arefulfilled with due care and concern on a daily basis -these tasks must beworked in priority order.
• Contribute to the management and continuousimprovement of service delivery and overall team performance.
• Actas a role-model and promote team work.
• Establish and maintain the trust of staff, linemanager, colleagues and other agencies.
• Identify and minimise interpersonal conflict.
• Contribute to the development and implementation ofpolicies, practice quality standards, andprocedures and guidelines that are team specific.
• Achieve consistency in standards of your role at alltimes.
• Ensures adherence to policies and procedures.
• Adherenceto the quality & performance requirements as defined for your role at alltimes.

Tohave a full knowledge of and work towards at all times the practice Codes ofConduct.

LEADERSHIP

In general no leadership will be required however youmay be required to assist in overseeing the work of a trainee/apprentice/workexperience placements and delegate tasks in accordance with anytraining/mentorship plans in place and ability.

To provide coaching and mentoring as and when requiredto do so for any trainees/apprentices/work experience placements.

TRAINING

• Requiredto undertake training specific to the role and maintain up to date skills.
• Providetraining in specific tasks to identified members of staff.
• Undertakemandatory training as directed by the Practice.
• Requiredto attend protected time sessions as directed by the Partners or members ofthe Practice management team.

GENERAL

Other work and general duties asdelegated within the overall remit of the post.

This job description reflects thecurrent main organisational priorities for the post.

In the context of change taking placewithin the NHS, these priorities will develop and change in consultation withthe post holder in line with service business needs and priorities.

You are required to be flexible inyour working hours during periods of holidays, sickness and other absences inorder to meet the needs of the Practice.

Person Specification

Qualifications

• GCSE English Grade C / 4 or above
• GCSE Math Grade C / 4 or above
• Knowledge / completion of Mandatory Training for Healthcare

Personal Qualities, Skills & Abilities

• Accurate inputting of information
• To be able to work independently, and as part of a team.
• Recognise when to seek advice from others
• To be able to work within different teams and environments
• Be capable of working to deadlines
• To integrate well as part of a team
• To aspire to provide high standards
• Enthusiasm to develop the role and continuously learn.
• Accepting of others must be a team player and non-judgmental in a diverse environment
• Ability to learn effectively/quickly
• Good organisational skills

Experience

• Worked within a team.
• Customer Service experience
• Good standard of education possesses good computing skills and the ability to use Microsoft Word and e-mail
• Previous receptionist and/or administrative experience
• Experience of working within Primary Care
• Knowledge of and experience of using Emis Web clinical system

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.