Job responsibilities
Job title: RECEPTIONIST/ADMINISTRATOR
Reports to: OFFICE MANAGER
Overall purpose
of the role:
Provide
general assistance to and work as part of the entire practice team
Project
a positive and welcoming image to patients and other visitors, either in person
or on the telephone
Receive,
assist and direct patients to the appropriate service or healthcare
professional in a courteous and practical way
Undertake
a variety of administrative duties to assist in the smooth running of the practice
including the provision of clerical and secretarial support members of the practice
team
Support
effective communication between patients, members of the wider primary health
care team, secondary care, community health teams and all other associated
health and social care agencies involved in patient care
Contribute
to the amount of reception and admin cover so that it is sufficient that all
daily, weekly and regular tasks are and remain up-to-date and patients needs
are met
Participate
actively in the development and continuous improvement of the practice and the
quality of the services to patients and all members of the local health
community
Duties and responsibilities:
The duties and
responsibilities to be undertaken by members of the practice reception and administration
team may include any or all of the items in the following list. Duties may be varied from time to time under appropriate
line management, dependent on current and evolving practice workload, staffing
levels and necessary internal and external changes:
Maintaining
a thorough and up-to-date knowledge of all practice procedures at all times
Opening
up/closing and locking-up of practice premises and maintaining security in
accordance with practice protocols and equipment
Maintaining
and monitoring the practice appointments system, providing feedback on issues
arising from appointments and implementing agreed changes/improvements
Processing
personal and telephone requests for appointments, visits and telephone
consultations and ensuring callers are suitably advised and/or directed to the most
appropriate healthcare professional to meet their need as assessed through
accurate two way communication
Processing
and distribution of incoming and outgoing mail including trips to the Post
Office
Taking
messages and passing on information in an accurate and timely manner with
regard to urgency, confidentiality and providing answers/replies wherever
appropriate for internal and external two way communication
Organising,
filing and retrieving hard copy medical records and other hard and electronic
information as required
Processing
repeat prescriptions safely and in accordance with practice protocols
Scanning
of patient and non-patient related information
Computer
data entry/data allocation and collation; processing and recording information
in accordance with practice procedures
Patient
call and recall for the management of long term conditions and for the
prevention of disease
Managing,
maintaining and keeping up-to-date patient registers for childhood
immunisations, cervical cytology and any other current public health programmes
and ensuring the higher targets are met by the practice
Working
as part of the reception/admin team to deliver enhanced services and all other
health quality programmes as required year on year
Initiating
contact with and responding to requests from members of the practice team, patients,
the wider primary healthcare team and associated health and social care
agencies and providers
Adhering
to the information governance requirements of the NHS at all times
Providing
administrative/clerical assistance as required to include, use of email, the
internet, word/data processing, filing, faxing, photocopying and scanning
Ordering,
re-ordering and monitoring of stationery and all other necessary office,
household and clinical supplies
Clearing
and re-stocking of consulting and treatment rooms as required
Maintaining
a clean, tidy and professional working environment
Keeping
all areas of the practice tidy and clear of any unnecessary or out-of-date
items in particular in the reception area, the porch and entrances to the
practice, together with noticeboards and leaflet dispensers as well as watering
plants etc
Dealing
with household, office and clinical waste in accordance with practice protocols
Making
refreshments for members of the practice team and visitors, loading, emptying
and maintaining the dishwasher and keeping the kitchen and coffee-making areas
clean and tidy
Any
other tasks, duties and responsibilities not covered in this job description
that are practically and reasonably expected as part of the role in the
practice environment at the time
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 postholder
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 and treated 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
Where
staff and/or their family members are patients of the practice:
Health
& Safety:
The postholder will assist in promoting and maintaining their
own and others health, safety and security as defined in the practice Health
& Safety Policy, the practice Health & Safety Manual, and the practice
Infection Control policy and published procedures. This will 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
Actively reporting of health and safety hazards and infection
hazards immediately when recognised
Undertaking periodic infection control training when required
Reporting potential risks identified
Equality
and diversity:
The postholder
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 postholder
will participate in any training programme implemented or selected by the practice
as part of this employment to include:
Participation
in an annual appraisal/individual performance review including taking
responsibility for maintaining a record of the postholders own personal and/or
professional development
Taking
responsibility for the postholders own development, learning and performance, together with demonstrating skills and
activities to others and sharing knowledge with colleagues who are undertaking
similar work
Quality:
The postholder
will strive to maintain high quality and safe care and patient services within
the practice and will:
Alert
other team members to issues or potential issues of quality and risk
Assess
their own performance and take accountability for their own actions either
directly or under supervision
Contribute
to the effectiveness of the team by reflecting on their 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 their own time, workload and resources
Communication:
The postholder should recognise the importance of
effective communication within the team and will strive to:
Communicate
effectively with all patients and carers
Communicate
effectively with all other team members
Recognise
peoples individual needs for alternative methods of communication and respond
accordingly
Contribution
to the implementation of services:
The postholder
will:
Apply
practice policies, standards and guidance
Discuss
with other members of the team how the policies, standards and guidelines will
affect their own work
Participate
in audit where appropriate
