Receptionist

Job description

Job responsibilities

Job Description- Receptionist

Job Title- Receptionist

Reports to- Lead Receptionist / Deputy Practice Manager / Practice Manager

Hours- Contractually Agreed

Job summary

Reception staff will be the first point of contact for patients, contractors and visitors as well as carrying out general office management tasks.

Will be responsible for the general reception duties within the practice and work with established processes, policies and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries.

Will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Will provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Will maintain excellent communication skills, a compassionate and friendly nature with both patients and the rest of the primary care health care team.

Job responsibilities

Administration

Have a thorough knowledge of all practice procedures.

Work in accordance with written protocols.

Ensure Emis and Docman tasks a checked and actioned daily within appropriate timescales.

Pull / file notes for surgeries and update as necessary.

Process and distribute incoming and outgoing mail.

Fax and photocopy as requested.

Scan new patient questionnaires in the medical record.

Reception

Meet and greet patients consulting with members of practice team.

Process repeat prescriptions within timely manner and checking names and addresses and in accordance with practice guidelines.

Process e-consults and triage appropriately using the clinical navigation tool.

Ensure the waiting room area is always monitored for patients who have been waiting a long time.

Appointments

Process appointment requests for today and future appointments from patients via AccuRx, telephone and in person.

Deal with visits requests.

Print and update appointment lists.

Computer

Register new patients computer data entry and medical records.

Process patients change of address computer data and medical records (have knowledge of practice catchment area).

EMIS Access and Online registrations.

Process and update PDS differences.

Telephone

Have working knowledge of telephone system, during and after hours.

Answer telephones within 6 to 8 rings and deal with patient requests in a timely manner.

Ensure telephone volumes are set at appropriate levels to avoid missed calls.

Other Tasks

Clear rooms and tidy waiting room after surgeries.

Ensure building security have thorough knowledge of doors / windows / alarm.

Receive specimens from patients and divert to nurses / doctors as appropriate.

Assist with the training of new staff.

The post-holder will be required to assist in covering for colleagues during periods of absence, pressure and crisis.

The post-holder will be expected to undertake any duties reasonably requested by the doctors or Line Managers in order to maintain the efficient operation and smooth running of the practice.

The Partners reserve the right, which has been delegated to the Practice Manager and Deputy Practice Manager, to re-distribute duties and functions amongst members of staff from time to time, and requests for such changes shall not be unreasonably refused.

All staff should be aware that the business of the practice is to provide a service to patients and that at times the post-holder may be asked to work outside the scope of this job description in order to ensure patient service is maintained.

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, 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.

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.

Undertaking periodic infection control training (minimum annually).

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 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 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.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognise 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.

Other Delegated Duties

This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.

Person Specification

Qualifications

Essential

• Excellent communication
• Basic typing skills
• Good level of literacy / numeracy
• Ability to work to set standards in reception.
• Proactive and methodical approach to tasks
• Good team player
• Methodical approach to tasks
• Ability to remain calm under pressure
• Knowledge of EMIS
• Ability to work additional hours as requested
• Minimum of 2 years experience dealing with the public

Desirable

• N/A

IT Skills

Essential

• Good all round knowledge of Information Technology.

Desirable

• Good knowledge of EMIS.

Experience

Essential

• Experience of working in a GP Surgery.

Desirable

• Experience of working in a GP Surgery.

Employer details

Employer name

Bedford Hill Family Practice

Address

120 Bedford Hill

Balham

London

SW12 9HS

Employer's website

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