Job responsibilities
JOB TITLE: RECEPTIONIST-ADMINISTRATOR
Job Summary:
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
- Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
- Be able to adapt to the challenges and changes facing General Practice.
Job Responsibilities:
Receptionist Duties:
- Answering the telephone, taking messages and passing them on appropriately.
- Directing patients to digital platforms
- Manage the reception desk ensuring surgeries run smoothly and efficiently.
- Processing all requests for repeat prescriptions in accordance with practice guidelines
- Checking patients records and issuing reminders for long term condition reviews/blood tests etc.
To provide point of contact for patients and act as a focal point of communication between patients, Doctors and other members of the Primary Health Care Team.
- Be able to cover all reception/administration tasks as necessary
- Typing referral letters/Choose & Book referral letters
- Process appointment requests by telephone and in person
- Taking requests for home visits and ensure they are recorded and processed correctly.
- Liase with hospitals, primary health care team, social services, etc.
- Computer data entry updating patient records/working remotely/send digital information to patients and directing patients to digital platforms
- Open/close the practice as and when necessary ensuring the reception, office and consulting rooms are prepared in readiness for the morning session
- Photocopy and shred as required.
- Maintaining confidentiality at all times
- Receive patients and visitors courteously and efficiently
- To have a thorough knowledge of all Practice procedures and policies
- To work in accordance of written protocols
- Any other tasks allocated by Practice Manager / GPs
- All staff are required to take their share of providing cover, when necessary for colleagues who may be absent due to holidays or illness. This is a mandatory requirement of the role.
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual appraisal, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources
- Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly
- Contribution to the Implementation of Services:
The post-holder will:
- Apply Practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate