Receptionist

Job description

Job responsibilities

JOB TITLE RECEPTIONIST/ADMIN

REPORTS TO Reception Manager

HOURS full-time/part-time

Job Summary

The purpose of the role is to

Offer 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

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

Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team

Duties and Responsibilities

The duties and responsibilities to be undertaken by members of the Practice reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception manager, dependent on current and evolving Practice workload and staffing levels:

To provide and maintain a high level of service to both patients and practice staff.

To provide patients with all appropriate information regarding services provided in the practice.

Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional

Liaise effectively with patients, general practitioners, hospital staff and other professional bodies to ensure the smooth running of the practice.

To provide and collate information regarding activity to ensure full compliance with national and local standards

Use clinical computer systems to action any information received by the NHS England and or PCSE via the GP links

Dealing with patients face to face on the front desk

Opening up and locking-up of Practice premises and maintaining security in accordance with Practice protocols

Maintaining and monitoring the Practice appointments system

Processing incoming (and outgoing) Emails

Taking messages and passing on information

Filing and retrieving paperwork

Processing repeat prescriptions in accordance with Practice guidelines

Computer data entry/data allocation and collation processing and recording information in accordance with Practice procedures

Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers

Providing clerical assistance to the Practice staff as required including word data processing filing photocopying and scanning

Receive check and clear deliveries

To operate the computerised systems used within the practice

Registering patients online as well as registering those who have completed PRF1 registration form

Deal with all general enquiries explain procedures and make new and follow-up appointments

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

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

The above duties and responsibilities are intended to represent current priorities and are not meant to be an exhaustive list. The post holder may be asked to undertake other reasonable duties and responsibilities.

Person Specification

Qualifications

Essential

• GCSE grade A-C (9-4) in English and Maths (or equivalent)
• NVQ in Customer Service or equivalent experience
• Experience working with the general public
• Experience in administrative roles
• Experience working in a healthcare setting

Desirable

• Previous experience as a GP receptionist
• Previous experience as a general receptionist
• Knowledge of the EMIS system

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

West Hampstead Medical Centre

Address

West Hampstead Medical Centre

9 Solent Road

London

NW6 1TP

Employer's website

https://www.westhampsteadmedicalcentre.com/Home (Opens in a new tab)