Job responsibilities
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the 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/Practice Manager, dependent on current and evolving Practice workload and staffing levels:
Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
To receive and direct patients and visitors to the Practice, promptly and courteously, ensuring that accurate information is supplied.
To be aware of the practice philosophy and to treat patients/ visitors with respect, and tolerance and offer constructive support to colleagues and general public.
To be responsible with other members of the reception team for maintaining and monitoring the Practice appointments system
Processing appointments; including personal, telephone and online requests for appointments, visits and telephone consultations and ensuring patients are directed to the appropriate healthcare professional
To have working knowledge of the telephone systems (during and after hours) and have an appropriate telephone manner.
Registering patients in accordance with practice guidelines.
Processing repeat prescriptions in accordance with Practice guidelines
Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedure
Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, faxing, photocopying and scanning.
Processing and distributing incoming and franking outgoing mail and emails
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
To deal with delegated tasks efficiently, according to guidelines set, and reporting regularly any problems and targets reached as required.
To be aware of income generating activities, to ensure that all policies are carried out to generate a high income.
To be aware of all Practice procedures and work in accordance with written protocols
Dealing with spillages and samples.
Taking messages and passing on information
Clearing and re-stock consulting rooms as required
Ordering, re-ordering and monitoring of stationery and other supplies
Keeping the reception area, consulting rooms and notice-boards and leaflet dispensers area are always kept tidy and free from hazards in accordance with Practice Policies.
Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
To work flexibly according to the needs of the Practice and provide cover for absent colleagues.
To undertake mandatory and additional training as identified by the practice.
Any other duties, appropriate to the grade, as required by the Practice Manager/ Reception 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 and the practice Infection Control policy and published procedures. This will 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
Actively reporting of health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
Undertaking periodic infection control training
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
Attend admin meetings as and when required
Attend update courses including mandatory training and any other additional courses the practice sees fit for purpose.
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
