Job responsibilities
REPORTS TO: RECEPTION LEAD/PRACTICE MANAGER
HOURS: 30
Job Summary:
Receive, assist and direct patients in accessing the appropriate service
or healthcare professional in a courteous, efficient and effective way.
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
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures.
- To work in accordance of written protocols
- Fax and photocopy as requested
Reception
- Receiving patients consulting with members of practice
team
- Be able to cover all reception position as necessary
- Respond to all queries and
requests for assistance from patients, practice team, hospital and
visitors or refer to appropriate person
Appointments
- Process appointment requests for today future
appointments from patients by telephone and in person.
- Deal with visits requests
- Ensure effectiveness of
appointment system and monitoring flow of patients in the surgery.
Computer
- Making full use of practice computer system taking into
account protocols
- Process repeat prescription
request in accordance with practice guidelines.
Telephone
- Have working knowledge of telephone system, during and
after hours.
- Answer the telephone and make
calls as required in a polite manner, taking messages as necessary and as
directed
Other Tasks
- Ensure building security have thorough knowledge of
doors/windows/alarm.
- Any other tasks allocated by
managers
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.
