Job responsibilities
JOB DESCRIPTION RECEPTIONIST/ADMINISTRATOR
RESPONSIBLE TO:
The Receptionist/Administrator is responsible on a day to day basis to the practice manager
PURPOSE OF JOB:
The purpose of the Receptionist/Administrator's job is to ensure that:
- Patients are able to access health services including contact/make an appointment to see a doctor in the appropriate manner depending on need and that all patient records are up-to-date and available for all users when required.
- To contribute to maintaining practice administrative systems such as data input, new patient registrations, correspondence, results and repeat prescribing systems.
KEY RELATIONSHIPS/CONTACTS
Internal:
- Practice Manager
- Partnership Manager
- GPs
- GP Trainees
- Practice Nurse Team
- All Reception/Dispensary/Admin colleagues
- Community Nursing Team members
- Any other visiting health care professionals
External:
- Patients, carers and relatives
- Local pharmacies
- Local hospitals
- Local laboratory services
- Ambulance Service
- Out of hours service
- Practice suppliers
GENERAL
The Receptionist/Administrator will adhere at all times to the practices agreed protocols and procedures, will contribute to updating them as required and will protect patient confidentiality at all times.
TELEPHONES
Reception staff will answer the various incoming outside lines into reception and also the internal lines.
- Handle patients telephoning with an emergency in accordance with the practices protocol.
- Provide future/on-the-day appointments/telephone advice slots/triage slots in accordance with practices agreed protocol.
- Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies.
- Forward calls to team members.
- Answer patient enquiries.
- Record and pass on messages.
- Assist patients checking the availability of their prescription or with a query.
- Book ambulances as required/requested.
RECEPTION DESK
Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately. This will include the following list, which is not exhaustive:
- Handle patients presenting at reception as an emergency in accordance with the practices protocol.
- Provide future/on-the-day appointments/triage slots in accordance with the practices Access Protocol.
- Assist patients to check in for their appointments, referring to Patient Check-In whenever possible.
- Process requests for repeat and acute prescriptions.
- Advise walk-in patients about how to access the service according to patient need.
- Assist with repeat prescriptions
- Welcome and provide practice information/registration protocol details for patients wishing to register with the practice.
- Process changes of address/patient details.
- Record and pass on messages.
- Assist with unlocking and locking the surgery and ensure adherence to security procedures.
RECORDS
Receptionist/Administrators will contribute to the updating and maintenance of all patient records. This will include the following. The list is not exhaustive:
- Update registration and clinical details.
- Input new patient registration data.
- Transmit new registration and de-registration data updates to Practitioner Services (registration details and records transfers).
- Highlight incoming mail for coding.
- Provide data for home visits (printed visit summary sheets).
- Scan incoming correspondence and workflow to correct clinician, after training.
- Process incoming new patient records including arranging summarisation.
- Accurately re-file any paper records accessed by clinicians in alphabetical order.
- Repair damaged Lloyd George/A4 records.
MESSAGES
Receptionist/Administrators will accurately record and pass on patient details and the content of the message in accordance with the practices message protocol.
Receptionist/Administrators will contact patients by phone or using standard letters in accordance with doctors instructions and to agreed timescales.
Recording Deceased Patients
Receptionist/Administrators will ensure that they record any deaths according to the practices protocol and inform the appropriate professionals in the practice
Processing payments
Receptionist/Administrators will accept and process payments for non-NHS services provided by the practice
Receptionist/Administrators will:
- Communicate effectively, promptly and courteously with patients, carers and relatives.
- Use the most expedient and appropriate means to communicate information to other team members.
- Communicate appropriately and accurately with colleagues outside the practice and with due reference to the common law of confidentiality and the Data Protection Act.
- Immediately inform a member of staff if a patient appears ill or if their behaviour causes concern (including correct use of Emergency/Security protocols).
- Be aware of Child and Adult Safeguarding issues and communicate concerns in accordance with practice protocol.
DECISION-MAKING CONTRIBUTION
Receptionist/Administrators will attend and contribute to meetings in the practice (staff meetings, significant events). This will include contributing to the development and review of practice protocols.
QUALITY AND PERSONAL DEVELOPMENT
Receptionist/Administrators will:
- Participate in the practice appraisal system.
- Perform tasks to the best of their ability and contribute to the performance of the team.
- Take action to report/tackle identified issues which affect quality or present risk to patients, team members or the practice.
TRAINING
- Receptionist/Administrators will take part in all relevant training as directed by their Managers whether this be by attending external courses, attendance at Quest Sessions or via e-learning modules.
- If for any reason they are unable to attend mandatory training sessions in-house, they will be expected to attend these elsewhere to fulfil the practices need to have such training.
CONFIDENTIALITY
In the course of their duties, Receptionist/Administrators will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential.
Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected.
HEALTH AND SAFETY
All Receptionist/Administrators will be aware of and comply with the practices Health and Safety Policy. This will include:
- Minimising risk to self and others in the workplace.
- Identifying and reporting hazards/risks and contributing to control measures.
- Adhering to all relevant policies including infection control, cold chain
- Contribute to keeping the working area and patient areas tidy and free from hazards.
- Using protective equipment and clothing if necessary and in accordance with the practices policy.
EQUALITY AND DIVERSITY
Receptionist/Administrators will comply with the practices Equality and Diversity Policy, including:
- Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity.
- Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010.
COMPLAINTS
Receptionist/Administrators will provide patients who wish to complain with a copy of the practices complaints procedure and will explain how a patient should proceed if they want to complain face to face or in writing.
The Receptionist/Administrator will from time to time undertake work on special projects as agreed with the Practice Manager and/or GPs.