Receptionist

Job description

Job responsibilities

1. RECEPTION DUTIES

a) Encourage patients to complete triage forms online where possible, and taking triage information from patients where needed to provide to the Duty Doctor.

b) Support the Duty Doctor by reacting to triage assessments taking the necessary actions in a timely manner.

c) Contact patients via telephone, text or letter, to advise them of the need to arrange, or arrange and rearrange appointments and access to the service.

d) Check patient identity and enable patient access to online services.

e) Ensure efficiency of appointment system and monitor flow of patients in waiting room/consulting rooms.

f) Check and action personal and shared emails on each working day.

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

h) Undertake general admin, such as assigning floreys, arranging domiciliary blood tests, undertaking tasks as allocated by colleagues, and booking specialist clinics.

i) Register new patients and temporary residents, returning relevant forms quarterly. Administer changes to patient contact details and check communication consents.

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

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

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

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

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

o) To work reasonable overtime to cover colleagues absences and meet the needs of the service, i.e flu vaccination clinics.

2. MEDICAL RECORDS

a) Print out information from the patient record, as requested.

b) Prepare records for PCSE when patients leave the Practice.

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

3. HEALTH AND SAFETY

a) Adhere to the Practice's Health and Safety Policy and maintain a safe working enviroment.

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

4. 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. Annual mandatory training, including basic life support, must be undertaken.

b) The postholder must maintain confidentiality at all times, safeguarding patient and colleague data.

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

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

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

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

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

1. Reception Team
2. General Practitioners
3. Practice Nurses
4. Dispensary Colleagues.

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.

Knowledge and skills

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)