Job responsibilities
HOURS: 35 HOURS
Summary of
Post:
Receive, assist and direct patients
in accessing the appropriate service or healthcare professional in a courteous,
efficient and effective way.
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
First line of contact and response
to issues that impact on appointments ie staff reporting in sick
Your
Responsibilities:
Reception
Overall responsibility for the open and closing the reception
area, consulting rooms and all other rooms in use during the normal working day
Ensure an effective and efficient reception service is provided to
patients and any other visitors to the practice.
Dealing with the Care Navigation (triaging) system
Booking and cancelling appointments
Receive and make telephone calls as required. Transfer calls and take messages, ensuring
accuracy of detail and prompt appropriate delivery.
Communicating &
liaising with the Clinical Team
Explain practice arrangements and formal requirements to new
patients wishing to register.
Advise patients of relevant charges for private services, accept
payment and issue receipts.
Accepting requests for repeat prescriptions and process as
required.
Taking messages,
requests and records/ pass information accurately
Filing, scanning &
workflow, photocopying sorting post,
EMIS workflows for
patient deductions, registrations and GP2GP errors
Scanning in new Lloyd
George records received from PCSE
Oversight and responder
to Practice group emails dealing with appropriate queries
Ensure that the Reception room and waiting area is kept clean
& tidy at all times.
Be able to cover all reception duties in the case of sickness and
annual leave, as necessary
Deals with death notifications and liaises with GP re MCCDs
Deals with private work ie insurance reports and invoicing as well
as any private letter requests
Specific responsibilities/duties as
team leader
Retains
normal Receptionist Duties, in addition to:
1st
line responsible for reception service
Be
aware of queries forming and provide an experienced ear when necessary
Completes
Reception team induction
Supports
Reception Team members training
Oversee
the whole Wellington team training in terms of who needs to do what and when
including all mandatory training requirements
Reception
annual leave planning and authorisation
Reception
rota, organising cover
EMIS
clinic screens planning and inputting
Chairs
Reception Team meetings
Manages
first line complaints
Attends
as Reception representative at Local Management Team Meetings
Acts
as point of mentorship and support for Reception Team
Conducts
Reception Team appraisals and 1:1s as required
Act
as a focal point for communication, advising reception and administrative staff
on methods of communication and best practice
Reviewing
and updating all reception procedures as required
Implementing
new reception processes / systems as appropriate
Reception
use of the F12 PTP) Pre-triage process) adherence and refinement etc
Pulling
together / keeping updated a bible of admin processes
Liaison
with Practice Manager acts as advocate for actions relating to the team
Administration
To have a thorough knowledge of all Practice procedures
To work in accordance with written protocols
Attend staff meetings & training as required
Scanning & Workflow - ensure correspondence, reports, results
etc are filed promptly and in the correct records
Action tray to be cleared daily
Shredding of scanned letters & prescription requests
To check
Doctors have a supply of paper, forms & relevant booklets in their rooms
Appointments
Process appointment requests for today and book future
appointments from patients by telephone and in person
Enter requests for home visits into the Doctors diary, ensuring
careful recording of all relevant details and where necessary refer to GP. Liaise with Paramedic home visiting service
when required
Computer
Use of EMIS Web clinical system ensuring all access is relevant,
accurate and appropriate
Process repeat prescription requests in accordance with practice
guidelines
Ensure
computer updates are install and the PCs are logged off before leaving the
surgery in the evening.
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 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.
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.