Job description

Job responsibilities

The following are the core responsibilities of the Medical Secretary in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

a. Type letters, reports and associated documentation as required and within the specified timescales as appropriate for the referral

b. Liaise with external agencies such as hospitals and community services, ensuring referrals are processed efficiently

c. Manage all enquiries in an effective manner

d. Process calling letters as requested

e. Scan documentation and attach scanned documents to patients healthcare records

f. Accurately input and code SNOMED CT data on the clinical IT system

g. Process referrals using the electronic referral system (ERS)

h. Process requests for information i.e., SAR, insurance/solicitors letters and DVLA forms

i. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

j. Manage all administrative queries as necessary

k. Conduct clinical system searches as requested

l. Support all clinical staff with general administrative tasks as requested

1. Maintain a clean, tidy, effective working area at all times

n. Be an integral part of the general practice team

o. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children

p. Undertake all mandatory training and induction programmes

q. Contribute to and embrace the spectrum of clinical governance

r. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed

Person Specification

Qualifications

Essential

• A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
• Typing qualification, i.e., OCR or RSA Diploma

Desirable

• NVQ Level 2 in Health and Social Care
• Level 3 in Medical Terminology

Knowledge and Skills

Essential

• Excellent communication skills and effective in communicating and understanding patient needs
• Competent in the use of MS Office and Outlook
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• Ability to use own initiative, discretion, and sensitivity
• Understanding of clinical coding
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Ability to work as a team member and autonomously
• Sensitive and empathetic in distressing situations
• Good organisational skills
• Clinical IT system user skills and the ability to record accurate notes
• Ability to effectively utilise resources
• Punctual and committed to supporting the team effort
• High levels of integrity and loyalty
• Clear, polite telephone manner
• Flexible and cooperative
• Motivated
• Understanding of safeguarding adults and children

Desirable

• Demonstrate personal accountability, emotional resilience and ability to work well under pressure

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of using EMIS web (clinical system)

Desirable

• Experience of working in a healthcare setting as a medical secretary

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.

Employer details

Employer name

Eastview Surgery

Address

81-83 Crosby Road North

Waterloo

Liverpool

Merseyside

L22 4QD

United Kingdom

Employer's website

https://www.eastviewsurgery.nhs.uk (Opens in a new tab)

Job description

Job responsibilities

The role is essential to supporting the smooth day-to-day running of the practice and ensuring patients receive a helpful, efficient and respectful service.

Main Duties and Responsibilities Reception and Front Desk

• Welcome patients and visitors in a friendly, caring and professional manner.

• Check patients in for appointments and assist with general enquiries.

• Support the smooth flow of patients through the practice.

• Communicate with clinicians and other team members when required.

• Keep the reception area calm, tidy and organised.

• Respect patients privacy and maintain confidentiality at all times.

• Telephone Calls and Patient Enquiries

• Answer incoming telephone calls promptly and courteously.

• Book, amend and cancel appointments accurately using EMIS.

• Respond to general enquiries and direct patients to the appropriate service or member of staff.

• Follow practice procedures when receiving urgent or emergency calls and escalate concerns immediately where required.

• Take clear and accurate messages and pass them to the appropriate clinician or administrator promptly.

• Communicate sensitively with patients who may be worried, distressed or frustrated.

Administrative and Computer-Based Duties

• Update patient contact details, appointment information and records accurately.

• Process online appointment requests, messages and administrative queries.

• Maintain accurate patient records, tasks and worklists on EMIS Web.

• Monitor emails, call queues and other practice communication systems.

• Support the smooth running of the days appointments and reception services.

• Complete general administrative duties, including printing letters, preparing lists and entering data.

• Follow practice procedures for filing, communication and information sharing.

Teamwork and Communication

• Work closely with reception colleagues to maintain appropriate cover for the front desk and telephone lines.

• Communicate clearly and professionally with clinicians, administrators and management.

• Provide additional cover during colleagues annual leave or sickness where required.

• Attend team meetings, training sessions and practice updates.

• Contribute ideas that could improve patient services or working processes.

• Promote a positive, respectful and supportive working environment.

Professional Conduct and Compliance

• Follow all practice policies and procedures, including those relating to confidentiality, safeguarding, information governance and data protection.

• Maintain a professional, respectful and positive approach.

• Report incidents, risks or concerns promptly to the Reception Lead or Practice Manager.

• Complete all required mandatory training.

• Keep knowledge of practice systems, policies and procedures up to date.

• Work within the responsibilities and boundaries of the role.

Skills and Attributes Essential

• Excellent communication and telephone skills.

• A friendly, polite and approachable manner.

• Confidence using computers and learning new systems.

• Good organisational skills and the ability to manage competing priorities.

• Ability to remain calm and professional in a busy environment.

• Strong attention to detail and accuracy.

• A reliable, flexible and supportive approach to teamwork.

• Understanding of the importance of patient confidentiality.

• Commitment to providing a high standard of patient service.

Desirable

• Previous experience in a GP practice, healthcare setting or customer-facing role.

• Experience using EMIS Web or another clinical record system.

Equality, Diversity and Inclusion

The postholder must promote equality, diversity and inclusion and treat all patients, visitors and colleagues with dignity, fairness and respect.

Health and Safety

The postholder must take reasonable care of their own health and safety and that of others who may be affected by their work. Any hazards, incidents or concerns must be reported promptly in accordance with practice procedures.

Confidentiality and Data Protection

All patient, staff and practice information must be treated as confidential. The postholder must follow UK GDPR, data protection requirements, NHS information governance standards and practice policies.

General Responsibilities

The postholder will be expected to:

• Uphold the values and reputation of Eastview Surgery

• Follow all practice policies, procedures and applicable NHS requirements.

• Take responsibility for their own learning, training and professional development.

• Contribute to a positive, supportive and inclusive workplace.

• Carry out other reasonable duties appropriate to the role.

This job description provides an overview of the role and is not exhaustive. Duties may change as the needs of the practice develop, following appropriate discussion with the postholder and their line manager.

Person Specification

Experience

Essential

• Previous experience working in a receptionist, customer service, or administrative role.
• Experience dealing with the public, both face-to-face and over the telephone.
• Experience using EMIS Web, computers and managing multiple tasks at once.

Desirable

• Experience working in a GP surgery, NHS, or other healthcare setting.
• Experience using EMIS Web or similar clinical systems.
• Experience working as part of a busy front-line or call-handling team.

Qualifications

Essential

• Good general standard of education (GCSE level or equivalent in English and Maths).
• Experience in EMIS Web
• Experience of Microsoft 365
• Confident using computers and able to learn new software systems.

Desirable

• Customer service or administration qualification (e.g. NVQ Level 2 or 3, or equivalent).
• Training or experience in a healthcare, call handling, or reception environment.
• Evidence of continuing personal development.

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.

Employer details

Employer name

Eastview Surgery

Address

81-83 Crosby Road North

Waterloo

Liverpool

Merseyside

L22 4QD

United Kingdom

Employer's website

https://www.eastviewsurgery.nhs.uk (Opens in a new tab)