Reception / Administrator

Job description

Job responsibilities

Post Title: Receptionist/Administrator Responsible to: Reception Manager Hours: Full time including Saturday morning rota Purpose of Post To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team in order that we may provide a caring and efficient service to the patients. To act as the first point of call for patients at the practice; receiving and directing them, answering their enquiries. Reception Duties General to all reception team members Receiving and Directing Patients Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary. Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays To book interpreters for patients when needed To take in fees from patients where applicable and issue receipts To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed Operation of Telephone System Receive and make calls as required. Divert calls and take messages as appropriate Ensure phones are answered within 5 rings where at all possible. Ensure that system is operational at the beginning of each day. Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed longer than usual. Administrative Duties To register new patients who are in the practice area and inform patients of practice facilities. Register patients on the clinical system ensuring all details needed for the registration authority are completed. To check and update patients addresses and telephone numbers and other contact information on the clinical system. To take in prescription requests and give out prescriptions once issued, ensuring they are logged as appropriate in the prescription diary. To generate prescriptions as required. To post outgoing letters at the end of each shift To undertake photocopying and faxing as needed including photocopying patients notes when requested to do so by Administrator. To phone patients for recall and data collection purposes and correctly record data in patients medical record. Photocopy the practice leaflet ensuring that there is always a supply available at reception. Make up registration packs (GMS1 & New Patient Health Check Form) Complete tasks sent via EMIS Web, Docman, EZDoc (or any other clinical system or document management system which may replace these). Complete tasks put on the reception clipboard Email referrals as requested by clinical team. Chase referrals with support of GP Support Administrator Patient Records To extract any paper records that may be needed urgently for a clinician requesting old medical records from patient services when they do not arrive in a timely fashion To assist with the scanning or patient related documents when the workload requires it Start and End of Day Procedures At the start of the day, make all necessary preparation to receive patients To ensure that the reception area is tidy and ready for use. Opening reception shutters Turn on ALL computers Log in to Windows, EMIS, MJOG, NHS Mail & Practice E-mail Unlock Courtyard Fire Exit Turn on BP machine, Check in Screens and TV (on BBC1 on mute) Open main doors at 08.00hrs prompt. To tidy waiting area i.e. collect together magazines, etc at the end of morning and evening surgery Ensure ALL computers are LOGGED OFF Close main doors Lock Courtyard Fire Exit Turn off the BP machine, Check in Screens and TV Tidy the Reception area in readiness for the AM surgery Take any mail and post it Totally secured (windows & doors locked/lights out etc), General Tasks To ensure confidentiality is maintained at all times. Chaperone for the GPs if requested to do so. To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or practice manager. To attend Reception meetings when scheduled To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible T To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community In certain circumstances it may be necessary to help cover for colleagues who are absent, or provide additional hours or take on additional duties in times of pressure/crisis 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. 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. Mandatory Training Basic Life Support, Adults & Children Child Protection (Safeguarding Children) Safeguarding Adults GDPR Information Governance & Data Security Infection Control Basic Life Support Fire Safety Health and Safety Equality & Diversity Moving & Handling Level 1 Mental Health & DoLS Sepsis Whistleblowing Duty of Candour Preventing Radicalisation Dealing with Violent Patients Conflict Resolution Chaperone Awareness All Team Members are expected to complete the above within one week of employment. With regard Child Protection, It is the Practices responsibility to ensure that all Team Members are aware of whom their Line Manager is and who the current Safeguarding GP is for the Practice. It is the responsibility of every Team Member to report any concerns that they may have about a child or that childs interaction with another person, or their surroundings. 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. Changes in government policy may result in a change in working hours or assigned duties.

Person Specification

Experience

Essential

• Experience in a GP Practice or Health Care Organisation
• Previous reception or call centre experience

Desirable

• Experience in a GP Practice or Health Care Organisation

Qualifications

Essential

• Computer literate
• Knowledge of clinical databases including EMIS Web
• Ability to use Microsoft Office programs (Word & Excel)
• Ability to file accurately
• Education to GCSE level, NVQ level 2 (or equivalent)
• Administrative qualification
• Good written & spoken skills

Desirable

• Experience in a GP Practice or Health Care Organisation
• Previous reception or call centre experience
• Experience working in a environment with direct contact with the public

Working Knowledge of Emis

Essential

• Good communication skills, in person and over the telephone
• Possessing sensitivity, tact and diplomacy
• Self-motivated with a high degree of personal integrity
• An organised approach to work Reliable
• Flexible with an adaptable approach
• Ability to work on own initiative
• Ability to maintain strict confidentiality
• Able to work under pressure
• Calm and patient manner Ability to work to deadlines and under pressure.
• Ability to multitask and prioritise own workload
• Time management skills

Desirable

• Computer literate
• Ability to use Microsoft Office programs (Word & Excel)
• Ability to file accurately
• Education to GCSE level, NVQ level 2 (or equivalent)

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

The Clapham Family Practice

Address

Mary Seacole Centre

89 Clapham High Street

London

SW4 7DB

Employer's website

http://www.claphamfamilypractice.co.uk/ (Opens in a new tab)