Receptionist/Administrator

Job description

Job responsibilities

Duties and Responsibilities:

The duties and responsibilities to be undertaken by members of the Practice reception 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 Receptionist supervisor/Assistant Practice Manager, dependent on current and evolving Practice workload and staffing levels:

• Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Filing and retrieving paperwork
• Processing 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
• Clearing and re-stock consulting rooms if requested by GPs.
• Maintenance of patients' notes including starting a new wallet when required and dividing the contents in a logical manner
• Registering of patients
• EDI link administration
• Lloyd George notes administration
• Providing clerical assistance to Practice as required from time to time, including word/data processing, filing, photocopying and scanning
• Ordering, re-ordering and monitoring of stationery and other supplies
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Helping with the sorting of filing of medical records in order that they are in the form used in the Surgery
• Informing patients about their pathology test results
• Processing of outgoing mail.
• Periodically checking the fax to make sure it is operational and has an adequate paper supply before leaving in the evening
• Any other appropriate jobs delegated to you by the Senior Receptionist, the Secretary to the Practice Manager, or the Practice Manager.

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 recognizes 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 recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize 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
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Person Specification

Qualifications

Essential

• Good sound basic education
• GCSE Maths or equivalent
• GCSE English or equivalent
• Excellent communication skills
• (Written and Oral)
• General office procedures
• Customer Care Skills
• Practical experience of working with others
• Experience of using own initiative
• Experience of using clinical systems
• Ability to work as part of an integrated multi-skilled team
• Flexible, reliable and responsive to change
• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work under pressure
• Concentration required daily, e.g. ability to deal with occasional exposure to distressing circumstances or emotional events
• Ability to cope with occasional exposure to aggressive behaviour
• Ability to work with competing priorities
• Ability to deal tactfully and empathetically with distressed or anxious patients and carers
• Ability to communicate effectively via telephone or group discussion
• Good interpersonal skills
• Proven customer care skills
• Flexible attitude to working hours and able to cover staff sickness at short notice

Desirable

• Qualification or experience in Reception office work
• A detailed understanding of a General Practice Office Environment
• Working knowledge of medical terminology
• Able to deal with difficult people
• An understanding of the Practice clinical system SYSTM ONE
• Practical experience working as a GP Receptionist

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

Great Oakley Medical Centre

Address

1 Barth Close

Great Oakley

Corby

Northamptonshire

NN18 8LU

Employer's website

https://www.greatoakleymedicalcentre.co.uk/ (Opens in a new tab)