Job responsibilities
Job Title: Reception Lead
Accountable to: Reception Manager & Practice Management team
Duties: Reception duties, overseeing front desk management and daily
Operations.
Site: Woodley and Wokingham road sites
To greet patients cheerfully and at all times maintain a high practice image. Supervise and provide day to day guidance to the team, including training new staff and managing schedules to ensure adequate coverage.
To answer telephone and deal with requests for appointments and information as laid down in the practice guidelines clearing the line for the use of others as quickly as possible.
To be competent in the use of Anima as a booking and messaging tool.
To constantly be aware that callers may be stressed, concerned or otherwise effected by their own condition or that of a dependant or relative.
Be able to problem solve quickly including those related to IT.
Attend regular meetings and Liaise with the Reception Manager and Practice Management Team as well as all other colleagues at the practice, including the Clinical and non clinical teams.
To relay messages to practice staff via the EMIS web email message system or via NHS mail system.
To provide support to the designated person responsible for collating cover as required when colleagues may be absent for reasons of sickness or holiday.
When opening the surgery to ensure that the waiting room and consulting rooms are properly prepared.
To dispose of confidential waste safely and securely at the end of each day. Adhering to GDPR policy.
To record any monies in petty cash books, and adhering to strict GDPR consent policy when handing over documents to patients.
To cheerfully carry out the daily tasks thus ensuring a contribution to high morale in the practice team.
It is the duty of the Services Team Member who leaves the premises last to ensure the practice is secure. All windows should be tested to ensure they are latched and locked. Press the enter key on all keyboards to ensure the last user has logged off both EMIS Web and the Network, if not carry out a restart before switching off the screen.
Other duties
To provide support when other members of staff are absent for reasons of sickness or holiday when requested.
To generally offer support to any member of the practice who might need assistance.
To check new patients and change of details forms are within the practice boundry.
Take all registration forms from patients and check details before sending to Admin.
Photocopy relevant information for the purpose of registering a patient or change of name.
To actively ask patients and to record data when it becomes known; either by being asked verbally or via alerts on the EMIS Web system i.e.
Phone numbers
Change of name
Change of address
Smoking status
It is the duty of each staff member to check alerts for patients from the EMIS Web clinical system
To give test results as and when requested, providing the GP has recorded they have seen the result. If the result is in but the GP has not written a comment then reception staff must tell the patient that you are unable to interpret the result as you are not clinical however the GP concerned will look at write a note for you to give the patient. A PN can then be sent to the GP asking them to look at result for comment.
SMART cards are issued to all reception staff and are the property of the NHS. These cards are to be used at all times for registering patients or keeping records up to date via the spine
Do not let other use your smart card!
Print medication request and prepare for GP signature or EPS and File repeat medication requests
All scripts are to be filled in alphabetical order. Any correspondence to be collected by patients also needs to be added to the collection box in strict alphabetical order. Following correct protocols for handing out scripts.
Prepare internal post for collection
Receive parcels, if they are relating to vaccinations making sure you adhere to the cold chain policy
Prepare blood and specimen bags for collection
Stamp all outgoing post and take at lunch time by a.m. staff or evening by p.m. staff.
Look at PN (patient notes) and action daily
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 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
