Reception Coordinator - Winchester, United Kingdom - Twyford Surgery

Twyford Surgery

Verified Company

Winchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Job Title

Reception Coordinator

Line manager / Accountable to:
Practice Manager / Operations Manager

Full time / part time

Salary - Depending on experience

Job Summary
To carry out all the duties of a medical receptionist and in addition:

To coordinate the surgery's reception services
To facilitate effective communication between patients, members of the primary care team, secondary care and other associated healthcare agencies
To ensure that issues and queries are resolved promptly and efficiently
To ensure all the operational processes within reception run smoothly

Coordination Responsibilities
Coordinate the surgery's reception services, including but not limited to:

Champion patient self-care, training patients and staff as necessary on the surgery's interactive health kiosk
Administer the reception staff rota, organising and facilitating cover for staff on annual leave or sick leave. Escalate staffing issues to practice management as necessary
Monitor and make changes to the patient appointments system, checking room availability, ensuring appointments best utilise available capacity
Be a link between reception, management, and administrators, helping prioritise workload on reception to hit key targets for the quality of patient care
Train new and existing employees with reception duties as directed by management, and to be involved in the recruitment process for new members of staff
Be responsible for quality improvement in the surgery's registration processes, including registration of babies and all associated immunisations for parent and child
Liaise with the practice manager and operations manager regarding long term objectives for the surgery's reception services
Monitor and improve the quality of the reception and waiting room patient experience, including responding to and actioning minor complaints
Monitor appointment attendance and work with management to improve the quality of attendance
To be involved with risk management such as chasing missing results and organising any necessary follow up appointments.

Reception Responsibilities

Perform receptionist duties, including but not limited to:

Greeting patients and other visitors in a polite and compassionate manner, both on the premises and over the telephone
Checkingin patients, booking, cancelling, and rearranging appointments as necessary
Dealing with enquiries from patients and other care providers whenever possible, referring to the appropriate colleagues as appropriate
Checking pathology results, and relaying these to patients as appropriate
Ensure maintenance of accurate electronic and physical health care records, including updating patient information as necessary
Perform reception duties at the surgery's branch site. This includes giving patients their prescriptions, taking payments as necessary and helping patients access the medicines collection unit at the site
Taking responsibility for opening and closing the premises as required, completing all necessary checks and safeguards while doing so
Registering new and temporary patients
Using the EMIS workflow system to complete tasks from clinicians and management as needed
Sort incoming correspondence, ensuring it is processed in the appropriate way
Ensure sample forms for all investigations are printed and prepared appropriately
This list of duties is not exhaustive and there will be other tasks and responsibilities needed from the role as directed by practice management and the partners

Education, Training and Skills

To have excellent IT skills, to include Microsoft Office, Outlook and Excel
To be an experienced GP receptionist, with experience of the EMIS web clinical system
To participate in any relevant training/courses/conferences
To complete mandatory training
To maintain your own continuing professional development, keeping up to date with developments

Behaviour expectations

At Twyford Surgery, all our staff work as a team to deliver our long-term objectives, first and foremost of which is the improvement of patient care.

To achieve this, certain behaviours are expected of our staff, including but not limited to:

Having a "happy to help" work ethic
To not attribute blame, and to take responsibility over your actions and their outcomes
To treat all patients and staff with respect and compassion
To not escalate friction or conflict, but address what actions need to be taken
To listen to understand, not just to reply
Have an approach of continuous improvement
To support colleagues with staffing when available, e.g. helping cover sickness and absence
To be flexible to the needs of the surgery and its patients

Information management

To maintain appropriate confidentiality of information relating to the organisation and its staff and maintain compliance with the Data Protection Act.
To be responsible for maintaining the conf