Job responsibilities
Medical Receptionist
Main Purpose of Post
To provide a point of contact for patients and act as a focal point for communication between patients, doctors and other medical staff. To provide efficient, accurate administrative support for clinicians, patients and colleagues
Responsible To: Practice Manager
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RECEPTION DUTIES
Respond to all queries and requests for assistance from patients and other visitors
Greet patients and direct them from reception into waiting area.
Ensure patients without appointments but in need of urgent consultation are seen according to surgery protocol
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed
Advise patients of relevant charges for private services, accept payment and issue receipt for same
Enter on computer any requests for home visits and provide a computer print-out
Action requests for ambulance transport
Ensure all incoming and outgoing mail is directed appropriately
Ensure reception and waiting areas are kept neat and tidy
Taking fees from patients, entering in cash book and issuing receipts.
Ensuring sufficient forms and documents are available in Reception
Work safely at all times in accordance with practice policy
The performance of any other reasonable duties requested by the Doctors, Practice Manager or Reception Administrator
OPERATION OF TELEPHONE SYSTEM
Receive and make calls as required in accordance with surgery protocol. Divert calls and take messages in accordance with surgery protocol
MANAGEMENT OF APPOINTMENT SYSTEM
- Ensure total familiarity with all appointment systems in effect including regular and incidental variations
- Book appointments and recalls ensuring correct information is recorded
- Ensure appropriate booking of appointments in line with practice protocol
- Monitor effectiveness of the system and report any problems or variations required
START AND END OF DAY PROCEDURES
Open up premises at the start of each day, switch off alarm system and make all necessary preparations to receive patients
Follow End of Day procedures and ensure preparations for the next working day are complete
ANY OTHER DELEGATED DUTIES CONSIDERED APPROPRIATE TO THE POST
SPECIAL REQUIREMENTS OF THE POST
- An understanding, acceptance and adherence to the need for strict confidentiality
- An ability to use own judgement, resourcefulness, common sense and knowledge, to respond to patients enquiries and requests
- Excellent communication skills
- Ability to prioritise workload
- Accuracy and attention to detail
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 carer, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organization, 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 and 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, to ensure equitable division of 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
