Job responsibilities
JOB DESCRIPTION
JOB TITLE: Receptionist
REPORTS TO: Team Leader
HOURS: up to 37.5 hours per week
Job Summary:
This post provides administrative and reception support within the practice. The post holder will ensure administrative tasks are carried out both in relation to reception duties and the registration/deduction of patient details. Provide 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
Duties and Responsibilities:
Duties and responsibilities may be varied from time to time under the direction of the Team Leader, dependent on current and evolving Practice workload and staffing levels:
Reception
- Welcome patients and visitors to the surgery and treat them all with courtesy and respect regardless of sex, age, origin and capability.
- Answer the telephones as a priority according to the practice protocol.
- Deal with any problems in a courteous and respectful manner
- Use the computerised appointments system according to the practice protocols to ensure that all patients have the appropriate access to clinicians.
- Ensure that patients who need urgent care are accommodated according to practice protocols.
- Respond to all queries and requests from patients and visitors to the surgery.
- Process tasks from Clinicians and administrative colleagues
- Scan documents
- Be patient oriented and happy to support Patient Participation Group
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 promote and maintain 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 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.
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.
- PLT Sessions
- Mandatory training as advised from time to time
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
Criteria
Essential
Desirable
Qualifications & Experience
Educated to GCSE/O Level Grade C or above in English and Mathematics or equivalent knowledge or competencies.
Experience of working as part of a team
Worked within a Customer Service environment.
Experience of working in an administrative office environment
Experience of working in the NHS
Knowledge
An understanding, acceptance and adherence to the need for strict confidentiality
Experience of using clinical systems
Experience of using SystmOne
Skills & Abilities
Excellent communication skills, with the ability to communicate with a wide range of people at all levels.
Excellent telephone manners and customer service skills
Good organisational skills.
IT literate (including use of standard software packages .i.e. Microsoft Office 365).
Numerate and analytical.
Self-motivated ability to work on own initiative, with minimum supervision (while also knowing when to report to line manager).
Ability to solve problems within area of work/knowledge
Effectively manage own time, workload and resources
Ability to challenge current processes and willing to try new ways of working to achieve more effective and efficient outcomes.
Ability to adapt to and respond to change.
Other
Flexible, enthusiastic and committed
Pleasant and articulate
Able to work under pressure and respond effectively to a changing environment.
