Receptionist

Job description

Job responsibilities

1) JOB IDENTIFICATION

JOB TITLE: Receptionist

LINE MANAGER: Reception Manager

ACCOUNTABLE TO: Practice Manager

SALARY:

HOURS OF WORK: To be discussed

Additionally, all Reception staff must be flexible and be able/willing to undertake additional hours when necessary to cover staff leave/sickness, etc.

2. JOB PURPOSE

To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff and undertake associated administrative duties.

3. DIMENSIONS

Responsible for assisting the population of 12,000 patients make appropriate appointments.

Attendance at Staff Meetings, approximately one a month.

Participation in annual appraisal.

Attendance at necessary training events as required.

4. KEY RESPONSIBILITIES

1. RECEPTION DUTIES:

a) Book appointments and recalls in line with Practice Policy, signposting patients to ensure they receive help from the correct person at the best time.

b) Ensure efficiency of appointment system and monitor flow of patients into consulting and treatment rooms.

c) Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedures are completed.

d) Register new patients and temporary residents.

e) Advise patients of relevant charges for private services, accept payment and issue receipts.

f) Respond to queries and requests for assistance from patients and other visitors.

g) Take requests for home visits in line with agreed procedures.

h) Action requests for ambulance transportation and record details, in line with agreed procedures.

i) Process pathology results in line with agreed procedures.

j) Ensure reception and waiting areas are kept neat and tidy.

k) Liaise with members of the primary health care team, as required, and communicate information to them via the systems set up within the practice.

2. MEDICAL RECORDS:

a) Retrieve and re-file records as required, ensuring that procedures are followed.

b) Print out computer-generated reports, as requested.

c) Prepare records for Health Authority when patients leave the Practice.

d) Ensure records are kept neat, tidy and in good repair.

f) Scan relevant documents into the electronic patient medical record, ensuring correct details are recorded.

g) Ensure all necessary correspondence is bought to the attention of the relevant clinician

h) Undertake patient related administration as directed by the Reception Manager, such as identifying relevant patients and sending correspondence or inputting data, as required.

3. OPERATION OF TELEPHONE SYSTEM:

a) Receive and make calls as required in an efficient and polite manner, in line with Practice policy. Divert calls and take messages as appropriate.

b) Ensure that system is operational at the beginning of each day and switched over to night service and answerphone at the end of each day (if applicable).

4. HEALTH AND SAFETY:

a) Adhere to the Practices Health and Safety Policy and maintain a safe working environment.

b) Open up and secure building as directed, ensuring that all security procedures have been followed (if applicable)

5. GENERAL:

a) The postholder will be encouraged to attend training courses commensurate with his/her development and in accordance with the needs of the individual and the Practice.

b) The postholder should notify the Line Manager of any concerns relating to the above responsibilities.

c) The postholder will be required to take part in the appraisal scheme.

d) The postholder will be encouraged to attend relevant lunch time meetings and remuneration will be made for this in line with Practice policy (e.g staff meetings, working group meetings).

e) This job description covers the main duties which the post holder is expected to undertake. These duties may be revised from time to time, in consultation with the post holder.

Any information to which the postholder has access with regard to patients or staff must be treated in the strictest confidence.

5. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB

Responding to patient need appropriately and managing demand.

6. COMMUNICATIONS AND RELATIONSHIPS

Reception staff will regularly communicate with all members of the practice team, building good rapport and supportive relationships with clinicians, dispensary staff and administrative staff.

Key relationships

• Reception Team
• General Practitioners
• Practice Nurses
• Practice Manager
• Nursing Team Leader
• Clerical/admin staff
• District Nurses
• Health Visitors

Person Specification

Experience

Essential

• Previous relevant experience of reception/customer care

Desirable

• Previous relevant experience of primary care
• Previous experience of undertaking work of a confidential nature

Qualifications

Desirable

• NVQ Level 2/3 Customer Care or equivalent

Additional criteria

Essential

• Evidence of the ability to remain calm under pressure
• Evidence of excellent team-working and communication skills
• Evidence of the ability to work independently using initiative as well as part of a team
• Evidence of familiarity with IT, specifically Microsoft Word, Excel and Outlook
• Evidence of an understanding, acceptance and adherence to the need for strict confidentiality and discretion
• Evidence of flexibility and the ability to undertake additional hours, if required (eg sickness cover/annual leave cover)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Shipston Medical Centre

Address

Shipston Medical Centre

Badgers Crescent

Shipston on Stour

Warwickshire

CV36 4BQ

Employer's website

https://www.shipstonmc.warwickshire.nhs.uk/ (Opens in a new tab)