Job responsibilities
To be part of a practice team providing an efficient and effective reception service to the practice team, patient and visitors to the practice.
General Reception Duties:
- General office duties to include filing, photocopying, typing, answering the telephone and dealing with general enquiries
- To receive and direct patients and visitors on arrival at the practice
- To be a 'Care Navigator' and navigate patients to the most appropriate health professional / service when booking appointments following guidance flow charts
- To advise and assist patients with online triaging requests when needed and action any tasks assigned to the reception team in the online triaging software
- To make, amend and cancel clinical appointments for patients, both face to face and over the telephone, using the practice computerised appointment system including booking patients into hub appointments
- To record accurate messages and requests for home visits and prescriptions etc. for all clinicians ensuring appropriate and timely dissemination
- To deal with messages from clinicians and ensure appropriate documentation of actions taken
- To disseminate test results to patients (paying particular attention to patient confidentiality and practice protocols) including call/recall letters for blood results
- To generate computerised repeat prescriptions for signature by GP and via Electronic Prescription Service (EPS), paying particular attention to accuracy and ensuring that all prescriptions for collection are locked away at the end of the day
- To receive and make telephone calls as required, divert calls and take messages ensuring accuracy of details and prompt appropriate delivery
- To access emails regularly for updates and to action prescription requests, send fit notes and deal with other relevant emails in a timely manner
- Accurate data entry of new registrations and temporary resident patients when required including registration of patients for online services
- To check patient details at every encounter (address, phone/mobile numbers etc) and update details when informed of changes by patient
- To be a chaperone for GP on request if a member of the nursing team is not available
- Responsibility for the day to day handling and recording of petty cash received from patients
- Responsible for the unlocking of cupboards, drawers etc. at the beginning of the day and locking away items at the end of the day following the practice security procedures
- To be responsible for locking of all treatment / consulting rooms at the end of the day
- To be fully conversant with the practice clinical software system through induction and ongoing training and development
Other Relevant Duties:
- To plan and organise own day to day work and to resolve straightforward job related tasks and minor problems with support from Senior Receptionist where necessary
- To assist in the planning and organising of reception staff rotas to provide cover for holidays and sickness in liaison with the Senior Receptionist
- To ensure appropriate handover arrangements with colleagues at the end of each shift
- Attendance at the weekly Monday reception meeting and input into agenda items
- To make refreshments for the practice team and visitors
- To assist in the training of new or less experienced reception staff in the duties required of them
- To take part in annual appraisal and Personal Development Review (PDR)
- To ensure regular involvement in ongoing training and personal development relative to the role and attendance at mandatory In House Training events
- To undertake any other duties as may be determined from time to time which are commensurate with the role and grade
Other information:
- To ensure that all duties are performed accurately and efficiently with particular attention to detail
- To be able to multi-task and maintain a professional and sensitive approach in a busy office environment
- To be able to work as a flexible member of the reception team in providing cover for holidays and sickness, sometimes at short notice.
- To ensure effective lines of communication at all times, both verbally and written
- To daily access the practice email system and use as an effective and preferred means of communication as appropriate
- To comply with the practice security guidelines / health and safety / fire regulations including roll call register
- All duties are to be undertaken with firm commitment to patient confidentiality, the Data Protection Act and in accordance with the relevant policies and protocols of the practice.
This job description is not intended to contain a complete list of duties, but has within it the main duties attached to the post. If appropriate, the job description may be amended at a future date in consultation with the Post Holder to take into account any changing work patterns that are likely to be of a permanent nature.