Job responsibilities
Job Title: Senior Receptionist
Responsible To: Practice Manager/HR Manager
The following is an outline only of the main duties and responsibilities, all of which should be undertaken as per surgery protocols.
Management duties
- Supervision of the reception team and function as a whole.
- Training of new reception team members in line with department/practice policies and procedures, ensuring ongoing reviews are conducted.
- Ensuring the planning and implementation of the departmental staff rota
- Attend practice meeting where required and disseminate the information.
- Order reception staff Uniforms
Reception Duties
- Receive patients and ensure flow of patients to appropriate doctors.
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedure are completed.
- Advise patients of relevant charges for private services, accept payment and issue receipts for the same.
- Enter requests from outside agencies for completion of forms by the doctor into the request spreadsheet, stating the date received and all relevant information including date of completion and payment.
- Respond to all queries and requests for assistance from patients and other visitors.
- Deal with prescription requests and computerisaton of repeat prescription system.
- Book patient appointments and arrange recall of patients for clinics.
- As required, under the instruction of the doctors, liaise with other professional bodies, i.e. hospitals, solicitors, etc.
- Access and complete Patient and Admin Tasks on a daily basis.
- Access and complete emails on a daily basis.
Management of Medical Records
- Retrieve and re-file records as required ensuring strict alphabetical order is adhered to.
- Ensure correspondence, reports, results, etc., are filed correctly.
Telephone System
- Receive and make telephone calls as required. Divert calls and take messages as appropriate.
Computer System
- Input and extract data from the clinical computer system.
- Check the computer system for results and immunisation details
- Retrieve and action emails
- Action and respond to Tasks, both admin and patient
Start and end of day procedures
- Open up premises at the start of the day, set alarm to day function and make all necessary arrangements to receive patients.
- Secure premises at the end of the day, ensuring the building is totally secured, internal light off and alarm activated.
The role of General Practice is continually changing and as such it is expected the above job description will change over time.
Special requirements of the post:
- An Understanding, acceptance and adherence to the need for strict confidentiality.
- An ability to use own judgement, resourcefulness and common sense to respond to patients enquiries and requests.
- Excellent communication skills.
- A willingness to undertake any other duties required to ensure the smooth running of the practice.
- A flexibility to do overtime to cover sickness and holiday within the practice team.
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
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 recognises 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 recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise 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 and be aware of the CQC essential standards.
- Discuss with other members of the team how the policies, CQC standards and guidelines will affect own work
- Participate in audit where appropriate
This is not intended to be an exhaustive list of responsibilities but more of an outline framework against which the post holder will be given flexibility to define the detail. Any changes will be the subject of consultation with the post holder.
You are requested to be flexible.