Job responsibilities
Job Title
Receptionist & Administrator
Responsible to
Practice Manager
Job purpose
To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients
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
Job responsibilities:
Reception
1
Greet patients and visitors to the practice.
2
Book in, amend and cancel patient appointment inline with practice appointments procedures ensuing optimum efficiency of the appointment system.
3
Ensure those patients without appointments but who need 'urgent consultations are booked into appropriate slots and referred to a GP where necessary.
4
Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols.
5
Ensure computerised appointment system is up-to-date.
6
Respond and/or redirect all patient and visitor requests accordingly.
7
Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed.
8
Be able to cover all reception positions as necessary
9
Advise patients of relevant charges for private services, accept payment and issue receipts for same.
10
Action all practice emails
11
To ensure patients samples are sent/given to appropriate department/person
12
Ensure reception and waiting areas are kept neat and tidy
13
Re-stocking of information leaflets as appropriate
14
Answering incoming telephone calls, ensuring calls are documented and redirected accordingly.
15
Undertake administration tasks as allocated by Manager.
16
Action start and end of day procedures.
17
Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).
Administration
1
To have a thorough knowledge of all practice procedures
2
To work in accordance of written protocols
3
Action repeat prescriptions in an efficient manner, following the practices procedures
4
Action patient queries via the practice website
5
Action Electronic Letters from the Hospitals and other agencies
6
Scanning of all patient letters
7
Action tasks as requested by clinicians and management
8
Typing of referral letters
9
Contact of patients with results etc via text, letter and telephone
10
Action any e-referrals as deemed necessary by a Doctor/Nurse
11
Photocopy medical records as requested
12
Registrations of new patients computer data entry and medical records
13
Process patients change of address computer data and medical records (have knowledge of practice area
14
Ensure correspondence, reports, results etc. are filed electronically in correct patient record
Responsibility for patient care
- To direct patients using care navigation
- To be sensitive to the patients needs and requirements
- To adhere to patient confidentiality
Other Tasks
- Clear rooms after surgeries
- Ensure building is secure have thorough knowledge of doors/windows/alarm.
- Any other tasks allocated by managers
- Other general administrative duties as may be requested by doctors, nurse or practice manager.
- Acting as chaperone for clinical staff if needed
- Ensuring areas are kept tidy
- Ensuring trolleys and doctors offices are stocked
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
Safeguarding
Have a good understanding of child and adult safeguarding.
Have the confidence raise safeguarding concerns.
Have the knowledge and understanding on how to refer and raise a safeguarding concern.
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 holders 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 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 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 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