GP receptionist

Job description

Job responsibilities

Job Title: Flexible Patient Care Co-ordinator

Grade: Practice Reception Grading

£11.74 starting salary (increasing after 2 years continuous service)

Primary Purpose: To provide a front line service in an efficient manner for all patients and visitors to the Practice, in order to facilitate effective access to healthcare for patients.

To promote a helpful and supportive image of the Practice at all times in line with the Practices commitment to the highest possible standards of patient care.

To carry out general administrative and clerical duties and tasks, fully utilising IT software and systems available

To contribute to the development of the Practice's services through Quality Improvement.

To work as part of a team to ensure reception runs smoothly.

Other related delegated duties considered appropriate to the post as directed.

Responsible to: Head of Reception & Patient Experience

Contractual Requirements: 37.5 hours per week

Core hours You will be required to work in the afternoons (Monday Friday). Even though starting and finishing times may vary during the week, you will still be working within our PM Reception Team anytime between the hours of 11am and 7:45pm.

KEY AREAS OF RESPONSIBILITY

PERFORMANCE IS SATISFACTORY WHEN:

Reception Duties

To respond to enquiries whether in person or on the telephone in a friendly welcoming manner.

Ensure good customer service skills are utilised to portray an efficient and professional manner.

To manage all incoming calls, ensuring that each call is dealt with professionally and promptly, with tact and sensitivity.

To respond to calls within 5 rings and to ensure that the approved organisational style is adhered to.

To explain Practice arrangements and formal registration requirements to new patients and those seeking temporary treatment. Provide information for online access, pharmacy 1st,

e-consult, HUB and the POD.

Forms are completed accurately and procedures followed.

Services actively promoted and explained by the team.

To make patient appointments including e-booking of appointments at the Royal London Hospital.

To be made in line with agreed procedures.

To ensure that patients are not left waiting for unreasonable lengths of time without explanation.

Patients are kept informed of any delays.

To alert Doctors of any latecomers or extra patients following agreed procedures.

Appropriate information is communicated.

To pass home visit requests to the appropriate doctor and enter the relevant information on the computer.

Visits are accurately recorded according to procedures.

To ensure that the waiting area and reception are kept tidy at all times.

Regular checks made and actioned accordingly.

To alert Duty Doctor of emergencies that to be seen.

Follow agreed procedure.

Occasional chaperoning of patients as required.

Training undertaken and policy followed.

Admin/Clerical Duties

To support clinicians and staff through the completion of tasks, fully utilising IT skills.

To actively participate in clearing EMIS tasks. Urgent tasks to be actioned within target and non-urgent tasks should be completed within 2 days.

Chase up of hospital appointments, letters and results

Recall for patients needing reviews/tests/vaccinations etc.

Full utilisation and demonstration of competency of IT packages including EMIS Web, MS-Outlook, NHS mail, MS Word, MS Teams, AccuRx texting etc.

To provide administrative support to the GP Triage Room as required.

Provides proactive and helpful support to clinicians providing Urgent Care as required.

To prepare repeat prescriptions as directed ensuring that requests are actioned within the agreed time frame.

Prescriptions are prepared according to the agreed protocols.

To open and sort mail according to agreed procedures and timescales given.

Mail is sorted, stamped and distributed appropriately without undue delay.

To ensure post is franked and taken to the Post Office in the absence of the Administrative Assistant.

Ensure correct postage is used and taken to the Post Office in a timely fashion.

To collect data and compile statistics as required.

To ensure the information is gathered accurately.

Back up and security procedures are followed.

Trays are checked regularly for incoming/ outgoing post/ scripts etc. and actioned with undue delay. All actions taken are recorded on EMIS, including confirmation details.

Back up and security to be actioned daily in the morning.

To carry out clerical and administrative duties as requested by GPs and members of the Management Team.

Duties are carried out to standards given.

Maintenance of Medical Records and Filing Systems

To register new patients with the Practice, ensure that appropriate forms are completed, medical records compiled and details recorded on computer, including clerking in new sets of notes.

Registration details are accurately completed. A smart card is used for all data entry.

To carry out all necessary filing and maintenance of filing

Filing system meets demands placed upon it and is done in alphabetical order.

To ensure correspondence, reports, results are filed in the correct patients records without due delay.

Details are filed correctly and within timescales given.

To be competent in the use of EMIS web, MS-word and Outlook and other IT packages required.

Competencies demonstrated.

General Staff Duties

All staff are expected to be reliable and trustworthy and to

work as part of the Primary Health Care Team to ensure

an efficient service is provided.

An efficient service is provided following Practices policies and procedures.

To undertake any training needed for the provision of an efficient service.

Proactively alert Manager of any training needs.

To participate in the Practice Quality Improvement programmes

Positive attitude to change and active participation in projects and attendance at meetings as required.

To attend and participate in regular team/staff meetings and training.

Attendance at relevant meetings/training is satisfactory.

All staff are expected to have an understanding, acceptance and adherence to the need for strict confidentiality in all matters relating to the Health Centre Staff, patients or other contacts and to maintain confidentiality of all electronically stored personal data in line with the provisions of the Data Protection Act and the Practices Information Governance policy.

Only disclosable information is given. All information concerning patients and staff must be treated as strictly confidential at all times. Breaches of confidence will result in disciplinary action which may involve dismissal.

All staff are expected to be healthy and safety and security conscious, be aware of their responsibilities and to follow agreed procedures

To ensure that organisation of Reception & waiting area is tidy, clean, and minimises risk to self and others.

Hazards or security issues within own authority to be put right promptly. Matters outside own authority to be accurately reported to the appropriate person without delay.

Staff should be aware of, practice and promote good infection control procedures.

All staff must ensure that waste produced within the Practice is disposed of in such ways that control risk to health, or safety of staff and the public alike in accordance with relevant legislation and procedures contained within the policy.

To abide by the terms of the staff handbook and other practice policies and procedures.

Compliance in all areas of the handbook and Practice policies.

To undertake any other duties not within this Job description as reasonably required.

Duties not unreasonably refused.

EQUAL OPPORTUNITIES

It is the aim of the Practice to ensure that no job applicant or employee receives less favourable treatment on the grounds of sex, race, colour, religion, marital status, sexuality, age or disability and that no-one is placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable.

DISCLOSURE AND BARRING SERVICE

All staff working for the Practice with patient contact are subject to a Disclosure and Barring Service check.

OCCUPATIONAL HEALTH

All staff working for the Practice are subject to an Occupational Health check.

CHANGES TO THE JOB DESCRIPTION

Due to the dynamic nature of Primary Care, the duties of the post may need to change to reflect future developments within the NHS. No job description can be entirely comprehensive. This job description is intended to provide a detailed guide to the work initially required. It may be changed from time to time to meet changing circumstances. The post holder is expected to be flexible and co-operative in accordance with the needs of the Practice.

This post is subject to a criminal records check.

Signed ____________________________________________ Date _____________________________

Updated May 2021

Person Specification

Qualifications

Essential

• Good general education.
• Literate and numerate.
• Using initiative and prioritising work.
• Ability to work as a team member and independently.
• Good communication and interpersonal skills.
• Problem solving abilities.
• Good telephone manner.
• Accurate and efficient data input.
• Good organisational skills.
• Ability to pay close attention to detail.

Desirable

• Internet skills.
• EMIS.
• Previous NHS experience.
• Previous reception experience.
• Microsoft word.
• Knowledge and understanding of data protection issues.

Experience

Essential

• Dealing with members of the public
• General clerical/reception experience including use of computerised system

Employer details

Employer name

Chrisp Street Health Centre

Address

100 Chrisp Street

London

E14 6PG

Employer's website

https://www.chrispstreet.org/ (Opens in a new tab)