Job responsibilities
Duties and
responsibilities:
The duties and responsibilities to be
undertaken by members of the practice administration team may include any or
all of the items in the following list.
Duties may be varied from time to time under the direction of the senior
receptionist/practice management team, dependent on current and evolving
practice workload and staffing levels:
Ensure the telephones are
answered in a timely manner and any issues are recorded and reported to the
management team when they arise
Opening up/locking up of
practice premises and maintaining security in accordance with practice
protocols
Maintaining and monitoring the
practice appointments system
Processing personal, telephone
and electronic requests for appointments, visits and telephone/ electronic
consultations
Ensure people contacting the
practice are directed to the most appropriate healthcare professional or system
to address their issue
Processing and distributing
incoming (and outgoing) mail via scanning and workflow
Taking messages and ensuring
they are processed in the most appropriate way
Filing and retrieving paperwork
when needed
Processing repeat prescriptions
in accordance with practice guidelines
Computer data entry/data
allocation and collation; processing and recording information in accordance
with practice procedures
Initiating contact with and
responding to requests from patients, other team member and associated
healthcare agencies and providers
Process and respond to requests
from clinicians for support and information in a timely manner
Clearing and re-stocking of
consulting rooms as required
Providing clerical assistance to
practice staff as required filing, photocopying and scanning
Ordering, re-ordering and
monitoring of stationery and other supplies when required
Dealing with clinical and
non-clinical waste when required
Dealing with spills according to
practice protocols
Ensuring reception and the
patient facing areas are kept tidy at all times.
Provision of refreshments for
staff and visitors as required; loading and emptying the dishwasher and keeping
the kitchen area clean and tidy
Keeping the noticeboards updated
and relevant
Support the team in emergency
situations and participate in training around such situations
Participate in the recall of
patients via phone call, text, email and letters supporting the systems
administrator to improve practice outcomes
Provide support to the
management team and practice coordinator from an administrative point and help
support project and practice developments
Provide flexibility of hours to
include extended hours and weekend working
Provide flexibility of location
so that cross site cover can be provided when the need arises
Process all GP2GP, EPS, GP Links
and other electronic GP processes and participate in training on all existing
and new services.
Process and collate all new
paper notes into the practice, chasing overdue notes and sending requested
notes back.
Ensure timely processing of
reports and all requests for information by outside agencies
Ensure fees are processed
(according to practice protocols) when appropriate
Liaising with other NHS services
with regard to the above and related processes when required.
Take complaints and process them
according to the practice policy
Show high level of customer
service and reflect on own and whole team development needs in this area
Help develop and improve the
customer experience
Engage with new technologies to
improve the patient and practice experience
Ensure new patients have a
smooth registration process and are processed according to the practice
protocols with particular reference to carers, childhood immunisations and safe
registration of family units.
Ensure practice policies
relating to patients are followed such as the Carers policy
To carry out any other duties commensurate
with the general purpose of the post
Experience of working with the public
Experience of working within a pressurised environment
Previous Receptionist experience, preferably within a healthcare
setting or similar
Experience
of working in a GP Practice
GP Reception experience
Excellent communication skills verbal and written
Excellent interpersonal skills with a sympathetic and
caring approach to the public
An
understanding, acceptance and adherence of the need for strict confidentiality
& data protection issues
Computer literate
Willingness to take advice, follow instruction and
undertake delegated duties
Ability to prioritise workload and multitask
Able
to work within a team
Language other than English speaking
Knowledge Emis Web
Flexible approach to work
Professional
appearance and conduct
Self-motivated
Friendly and approachable manner
Sense of
humour