Receptionist/Administrator

Job description

Job responsibilities

Reception Duties

Ensure that all patients and visitors at reception and telephone callers to the practice are greeted professionally and politely.

Answer all incoming phone calls from patients and other healthcare professionals. Navigate them to the appropriate clinician, and/or take and pass on messages.

Deal with administrative queries and requests from patients and act as liaison with the clinicians as necessary.

Make, cancel, or rearrange appointments via the clinical system.

Support and assist clinicians as required.

Arrange interpreters as necessary.

Ensure up to date patient information is recorded.

Keeping tidy the workspace and waiting area.

Each evening, perform the lockdown procedure, set alarms, and lock premises.

Monitoring of the recall system

Ensuring equipment on loan to patients is recorded and returned, and the equipment is cleaned fully and is fully functional.

Clerical Duties

Ensure that repeat prescriptions are done accurately and efficiently following protocol.

Open, stamp and scan practice post as instructed following our Workflow Protocol

File electronic scanned documents into computerised record i.e., medical documents, hospital reports and letters as necessary.

Retrieve paper notes from storage unit as requested.

Photocopy documents as required.

Action tasks set by clinicians via the clinical systems and email.

Deal with ad-hoc requests from other members of the Primary Health Care Team.

Data Duties

Registration and documentation of new patients and temporary residents to the practice.

Ensure new patient checks are booked in

Updating pts details on the clinical system

Completion of tasks

Review and action test results when required

Read coding medical data into clinical system and computerised medical record of patient.

Set up and run clinical searches

To provide and maintain information required for public health targets. This will include data checking and liaising with the clinical team to improve performance.

Take part in practice performance related to recalls for patients. This will include maintaining an up-to-date register and working on improvement

General Duties

Be involved generally in the maintaining and encouraging of adequate security measures e.g., locking doors, setting security alarm where relevant.

Leave desk tidy at the end of each day.

Maintain the Health and Safety of all staff, patients, and visitors.

Always ensure confidentiality, only releasing confidential information obtained during employment to those acting in an official capacity with the agreement of the Practice Manager.

Comply and familiarise yourself with the Practices policies and procedures.

Carry out any other duties as reasonably requested by the Clinicians or Practice Management Team.

Confidentiality

While 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 and Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health and 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

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

To raise any Safeguarding concerns, you may have relating to any patient to our Safeguarding Leads or Deputies.

Personal and 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 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.

Person Specification

Experience

Essential

• Experience on Customer Service & communication

Desirable

• 1 years Experience of dealing with the public
• Experience of clinical computer system SystmOne

Skills

Essential

• Ability to demonstrate a methodical, organised, and flexible approach to work.
• Ability to organise and prioritise workloads.
• Effective listening, verbal, and written communication skills.
• Excellent interpersonal and customer service skills, with the ability to communicate effectively with a diverse range of people, establishing and maintaining effective working relationships.
• Ability to always maintain a high level of confidentiality and discretion.
• Caring and empathetic approach to handling patient issues & complaints
• Flexible and reliable
• A mature and professional manner.
• Ability to learn quickly about the business and a willingness to learn.
• Ability to remain calm under pressure.

Desirable

• Basic IT skills

Qualifications

Essential

• 5 GCSEs grade A to C including English and Maths

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

Mill Road Surgery

Address

98a Mill Road

Ecclesfield

Sheffield

S35 9XQ

Employer's website

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