Receptionist

Job description

Job responsibilities

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

DUTIES:

• Open premises, switch off burglar alarm, check heating and check surgery is tidy. Turn answer phone off.
• Welcome patients on arrival.
• Ensure waiting room is tidied after each surgery.
• Handle enquiries and make new and follow-up appointments.
• Check inbox and reception book at start of shift
• Answer telephone and deal with or re-direct as appropriate.
• Take written requests for repeat prescriptions.
• Prepare prescriptions including accessing website and mail manager.
• Register new patients for VOS
• Delete old prescriptions over 3 months old
• Destroy old uncollected letters (check with relevant GP first)– letters should be dated before filing
• Action returned workflows from GPs in Docman
• Find and file medical records on request
• Take requests for home visits and contact doctors if not on premises – according to practice policy.
• Registration of patients – according to practice policy. Inform of new patient check up and issue practice information booklet and sample bottle.
• Update consultation manager and book NPHC for new registrations.
• Send SMS messages via NHS mail
• Record all messages via GP books and complete where possible. Pass any left over messages to oncoming staff.
• Make refreshments for doctors and staff. Wash up.
• Make appointments for medical examinations
• Attend practice/receptionist meetings in order to keep up to date with policies and changes etc.
• Leave reception area tidy for incoming colleagues. Check heating, lighting, windows and doors.
• Chaperoning – on request
• Bag up shredding
• Set burglar alarm at end of day.

Administration

• To have a thorough knowledge of all practice procedures.
• To work in accordance of written protocols & practice handbook.
• Pulling/filing notes
• Fax and photocopy as requested
• Take messages for practice & relate to appropriate team members, dealing with replies as needed (as TASKS)

Reception

• Receiving patients consulting with members of practice team
• Handing completed repeat prescriptions to patient and checking names and address.
• Be able to cover all reception positions as necessary

Appointments

• Process appointment requests for today, future appointments from patients by telephone and in person.
• Deal with visits requests

Computer

• Registrations of new patients – computer data entry and medical records.
• Process patients change of address – computer data and medical records. Have knowledge of practice area.
• Process repeat prescription request in accordance with practice guidelines.
• Process practice mail including fax & electronic communication.
• Scan documents to practice computer system.

Telephone

• Have working knowledge of telephone system, during and after hours.

Other Tasks

• Clear rooms after surgeries
• Ensure building security – have thorough knowledge of doors/windows/alarm.
• Make Official visitors welcome & offer refreshments as necessary.
• Any other tasks allocated by managers e.g. making drinks for other occupied staff members when appropriate.

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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
• Undertaking periodic infection control training (minimum annually)
• 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 people’s 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 individual performance review, 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 team’s 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 people’s 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

Person Specification

Experience

Essential

• Experience of working at reception or customer service with good communication skill and team working.

Desirable

• Experience within the NHS. GP practice familiarity with IT system.

Qualifications

Essential

• Beeches Surgery
• Person Specification Secretary/Receptionist
• JOB TITLE:SECRETARY/RECEPTIONIST
• RECRUITING MANAGER:Practice Manager/GP/Partners
• DATE:November 2019
• QUALIFICATIONSEssentialDesirable
• Good standard of general education
• GCSE Mathematics
• GCSE English
• AMSPAR Medical Secretary Diploma
• RSA III Word Processing/Information Technology
• European Computer Driving Licence (ECDL)
• EXPERIENCEEssentialDesirable
• Practical experience of working with others
• Experience of using own initiative
• Experience of working in a secretarial role within a General Practice Office environment
• Practical experience of liaising with other Healthcare Professionals, Primary Care Trusts, Patents, Solicitors and other External Organisations
• Practical experience of computerised recording systems
• SKILLSEssentialDesirable
• Excellent communication skills (Written and Oral)
• IT skills
• Time Management and the ability to work to deadlines
• Negotiation and conflict management
• Problem solving skills
• Interpersonal skills
• BEHAVIOURSEssentialDesirable
• Planning and organising
• Performing under pressure
• Adaptability
• Taking the initiative
• Team working
• Self motivated
• Flexibility
• KNOWLEDGEEssentialDesirable
• A detailed understanding of a General Practice Office environment
• Working knowledge of medical terminology
• An understanding of the GMS/PMS contract competency framework
• An understanding of the Practice clinical system

Desirable

• As Above

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

Beeches Surgery

Address

9 Hill Road

Carshalton

Surrey

SM5 3RB

Employer's website

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