Parkgrove & East Craigs

Medical Practice

22b Parkgrove Terrace

Edinburgh

EH4 7NX

Tel:01313126600

Fax:01313127798

10 Bughtlin Market

Edinburgh

EH12 8XP

Tel:01313396670

Fax:01313178629

JOB TITLE:Medical Receptionist

RESPONSIBLE TO:General Manager/Partners

THE POST:

The purpose of this post is to provide a high quality, professional reception service to patients, doctors, staff, colleagues, health service professionals and others. You will be the first point of contact to our patients providing an excellent standard of customer care. This post is a varied and challenging position that requires the ability to work efficiently and accurately to ensure the smooth running of the practice. Customer service skills are required.

This post will involve reception work at both East Craigs and Parkgrove Medical centres and the post holder must be able to travel between sites.

MAIN DUTIES AND RESPONSIBLITIES:

  • Filing, record keeping and distribution of documents are undertaken promptly and efficiently.
  • Enquiries from patients and other agencies are dealt with efficiently and courteously.
  • Opening and closing the premises as required; setting the alarm system; checking the premises are secure and the waiting room is tidy at the end of each day.
  • Ensuring patient records are available to doctors and practice nurses during surgeries and clinics if required.
  • Answering general enquires from patients, explaining practice procedures, making new and follow-up appointments, receiving and processing requests for repeat prescriptions.
  • Dealing with requests for home visits and liaising with district nurses and health visitors.
  • Liaising with hospitals and other outside agencies (eg social work/benefit agencies) regarding patients as per instruction.
  • Coding/summarising Patient Records
  • Processing patient registrations
  • Ordering and recording of ambulance requests.
  • Ensuring an adequate supply of stationery and health board forms are available to all clinical staff.
  • Collection, opening, distribution and posting of mail as necessary.
  • Undertaking any typing, audio typing and photocopying as required.
  • Undertaking the accurate completion of any necessary statutory forms relating to patients/GP’s (e.g. temporary residents).
  • Ensuring that the reception area is left tidy and ready for use by incoming colleagues and that they are provided with information about any unresolved or urgent matters.
  • Passing on messages, faxes and laboratory results accurately and efficiently.
  • Maintaining confidentiality within the practice at all times.
  • Assisting patients around the premises if required.
  • Assisting as chaperone, etc as requested by doctor/practice nurse, in exam of patients
  • Undertaking any other reasonable activities deemed necessary for the smooth running of the practice, including changes to hours or additional hours

Parkgrove & East Craigs Medical Practice

Post: Medical Receptionist

PERSON SPECIFICATION

Criteria / Essential / Desirable
Personal Traits / Team player
Motivated
Enthusiastic
Customer service focused
Tact and diplomacy
Qualifications & Training
Level of education, professional qualifications, training and learning programmes/courses. / Minimum 3 standard grades including English and Maths / HNC/SVQIII in Business Administration or equivalent experience
Experience and Knowledge
Type of experience, level at which experience gained. Depth and extent of knowledge. / Experience in a medical reception environment.
Experience in usingdatabases
Experience in creation and maintenance of Excel spreadsheets. / Use of Vision, Docman, SCI Gateway
Audio Typing/Secretarial skills
Familiar with medical terminology
Skills/Abilities
Range and level of skills, i.e. communication (oral, written, presentation), planning/ organisation, numeracy, leadership etc. / Well developed keyboard skills
Good organisation and communication skills
Manage time effectively, prioritising work to meet competing demands
Specific Job Requirements
Environmental conditions, unsociable hours, car driver etc. / Dealing with difficult situations
Managing anti-social behaviour and verbal abuse
Confidentiality

If you do not meet the essential criteria as detailed above then please do not apply for this post as you will not be short-listed

What qualities I need to do my role:

Interpersonal skills

Works to resolve internal conflict among team members

Demonstrates good time keeping and attendance

Shows concern for the appearance of the practice

Recognises the value of people with different skills and talents

Is tactful, compassionate and able to consider the needs of others

Delivers difficult or sensitive information openly, honestly and with empathy

Customer Service (Internal & External)

Establishes and maintains effective relationship with customers; earns their trust and respect

Has a well developed customer focused mindset and acts with customers in mind

Strives to present a professional image in customer communications and provision of service

Shows willing to handle customer criticisms, complaints and/or special requests

Motivation

Is able to make a case for his/her views and opinions

Can effectively persuade others to build commitment to ideas

Helps to create a positive atmosphere which encourages others to achieve

Is able to take risks and view honest mistakes as a learning experience

Teamwork

Shares credit and recognition with the rest of the team

Is willing to pitch in and help other members of the team

Willingly shares own knowledge and expertise with team members and does not “protect” own territory

Works as an effective member of the team and “pulls his/her weight”

Communication

Shares information widely and does not withhold from others

Stays focused and is easily understood in conversation

Actively listens and is receptive to others’ opinions and points of view

Encourages dialogue in an open and direct way

Continuous Improvement

Is adaptable and willing to work with new systems and processes

Does not resist the ideas of others

Actively seeks and promotes new ways of working

Strives for innovation even when this may prove unpopular

Organisation and time management

Is able to manage competing priorities effectively

Meets deadlines and obligations on time

Delivers well in stressful or time pressured situations

Has a methodical and structured approach

Problem solving and decision making

Gathers information from a range of sources before making a decision

Focuses on the key issues of a problem and does not get bogged down in unnecessary detail

Can apply new ways of thinking to existing problems

Considers the impact and implications of a decision before taking action