Job responsibilities
Overall Responsibility
The Medical Receptionist plays a key role as a member of the reception team in providing efficient - helpful and sympathetic care to patients - developing skills in equating Practice protocol with patients demands through sensible use of initiative - a flexible approach and working to consistent high standards of accuracy - they will provide valuable help and support to all colleagues
Confidentiality
- In the course of seeking treatment patients entrust and 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 carers, practice staff and other health 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 practice policies and procedures relating to confidentiality and the protection of sensitive data
Prime Responsibility
The principal responsibilities of the Medical Receptionist comprise the following duties which are covered by rotation as directed by the Practice Manager or Senior Receptionists
The list cannot be considered as being fully exhaustive as the requirements within general practice are subject to continuous change and other duties may well be implemented - with training where necessary
Reception desk duties
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
- Greet all patients and visitors with a friendly positive manner
- Deal with all general enquiries and explain practice procedures where necessary
- Make new and review follow-up appointments
- Follow practice guidelines in dealing with urgent appointment requests
- Refer to Pharmacies using the Think Pharmacy First criteria
- Advise patients of relevant charges for private services ie HGV medicals - accept payment and issue receipts for same - Collect payments using electronic means
- Accept specimen samples from patients and forward to relevant clinician
- Sign in all visitors to the practice to comply with Health & Safety requirements
- Explain practice requirements to those patients seeking to register with the practice
- Enter consultation numbers for each doctor into the visit book at the end of both morning and evening surgeries
- Tidy the reception waiting area at the end of both morning and evening surgeries
- Be aware and respond appropriately to the air flow - heating and lighting in the reception waiting area for the comfort of patients
- Hand out prescriptions to patients and their representatives following practice policy
- Report to other colleagues when handing over reception duties making sure to explain any unresolved or urgent matters
- Ensure patients are kept informed of clinicians that may be running late
Telephone Switchboard
Answer incoming calls in an efficient and helpful manner - making appointments as requested by patients or advising on next steps where there are queries when possible -passing calls to relevant extensions with all due speed and courtesy
Take and pass on messages accurately for doctors and other staff
Take prescription requests from patients and processing accordingly when required
Give out results in accordance with practice guidance
Make routine - review and urgent appointments appropriately - referring to Dr on Call when necessary
Reception General
Attend to queries from colleagues and patients in a helpful and efficient manner
Process new patient registrations
Ensure that the office is left tidy and ready for use by incoming colleagues
Report to colleagues about any unresolved or urgent matters when leaving for lunch or at the end of a shift
Provide chaperone service to doctor, as and when required, in accordance with Practice protocol
Request for home visits to be received and dealt with in accordance with Practice protocol
Daily replenishment of all forms etc in doctors rooms
Prescriptions
Processing of acute and repeat prescriptions when needed - generally done by Pharmacy Technicians
Updating prescription information and attaching messages for patients when required all in accordance with Practice protocol
Dealing with alignment of medicines
Dealing with dosette box requests and pharmacy queries
Medical records
- Extraction when necessary
Filing
Filing of letters and results when appropriate in accordance with Practice protocol - when required.
Laboratory Forms - Claim Forms etc
Prepare blood forms for District Nursing when needed
Complete details on various forms initiated by doctors
Outside Agencies
Liaise with Social Services and other such bodies in accordance with Practice protocol
Clinics
Provide assistance to all clinicians as and when required
Computer
General use of TPP Systmone clinical computer system - input of data as appropriate to the role
Strict adherence to IT policy
Correct use of Smartcards
Training
Participate in all relevant and appropriate training to their role
Participate in an annual appraisal
Demonstrate skills and activities to other staff who undertake similar work
Premises
Open up premises at the start of the day - if arriving first - de-activate alarm and make all necessary preparation of rooms
If last to leave at the end of the day - ensure building is fully secured and lights are off and alarm is activated - This is very infrequent
Quality
Assess own performance and take accountability for own actions - either directly or under supervision
Contribute to the effectiveness of the team by making suggestions on ways to improve and enhance the teams performance
Effectively manage own time - workload and resources.
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 their own work
Participate in any audit where appropriate.
Miscellaneous Responsibilities
Ongoing concern for the welfare of patients
Identify any areas of concern and report to the Practice Manager or other members of the team
Distribute mail in accordance with rota or as requested
Ensure Emails incoming are dealt with in the absence of the administrators
Make beverages on a rota basis for the team
All staff - as detailed from time to time may be asked to undertake other duties that may be of a temporary nature
