GP Receptionist

Job description

Job responsibilities

JOB SUMMARY

The Practice Philosophy is:

Comprehensive patient-centred care.

Welcoming environment for patients

Well-motivated, caring and efficient team

AIMS OF THE POST:

To provide a responsive and friendly service to patients, whilst maintaining a professional manner. To work as an effective member of the patient services team and wider practice team, helping the Partners and staff to provide the highest possible quality of care to patients. To be polite and willing to help.

To provide a comprehensive service to our patients, on the telephone, in person and by electronic communication. To ensure strict confidentiality.

Effective communication within the practice is vital. When dealing with patients and outside agencies, the post-holder will contribute towards ensuring that everyone who deals with them holds the practice in high regard. Absolute discretion is required in protecting patient confidentiality. The post-holder will be required to work flexibly at the reception desk or in the call takers room, taking responsibility for admin functions and providing admin support to the wider team. You will be required to cover absences of other members of the team.

MAIN DUTIES AND RESPONSIBILITIES

Reception Duties

Ensure that all patients and visitors at reception and telephone callers to the practice are greeted professionally and politely.

Answer all incoming phone calls from patients and other healthcare professionals. Divert them as appropriate, and/or take and pass on messages.

Deal with administrative queries and requests from patients and act as liaison with the clinicians, as necessary.

Input patient requests into our Patient Triage system Anima as well as making/cancelling/rearranging appointments via the SystmOne clinical system.

Support and assist clinicians as required.

Arrange interpreters, as necessary.

Ensure up to date patient information is recorded.

Give test results where appropriate.

Deal with requests and completed medical reports. Including the receipt of fees for such reports.

Keeping tidy the workspace and waiting area.

Each morning, open premises, do security and heating and ventilation checks.

Each evening, perform the lockdown procedure, set alarms and lock premises.

Clerical Duties

Ensure that repeat prescriptions are accurately and efficiently prepared following protocol.

Monitor incoming electronic test results to ensure prompt review by clinicians.

Data entry of new and temporary registrations and relevant patient information e.g. smoking status, BP, ethnicity, medication from hospital letters.

Retrieve paper notes from storage unit as requested.

Photocopy documents as required.

Action tasks set by clinicians via the clinical systems and email.

Patients

Deal with patients in a courteous, empathetic and efficient manner.

Act as front of house contact for the Practice at our reception desk and by telephone.

Keep patients informed of any appointment running late.

Deal with incoming telephone enquiries in the call room.

Get to know regular patients and build up a professional rapport and understanding of needs.

Ensure confidentiality of information (written/electronic/oral) inside and outside of workplace.

Follow all practice procedures to meet Caldicott and security requirements.

Ensure compliance of the GDPR

Follow procedures to comply with Health and Safety standards, including COSHH where appropriate to ensure the safety of staff, patients, visitors and premises.

Deal with complaints promptly, professionally, with empathy and following Practice protocol.

Data

Prompt and accurate notes made on patient records either on the clinical systems or where needed on paper records.

To demonstrate ability to use SystmOne, Anima, Microsoft Outlook, DOCMAN, Microsoft Word and Excel and other programmes and software as required.

Communication

To be a good communicator

Consult with clinicians and professionals inside and out of the Practice community in a professional manner and follow through on actions and requests.

To develop and maintain effective communications with all colleagues.

Supports others in the reception team and in the larger Practice team.

Quality

To identify any issue or changes needed to working practice and report to line manager.

To take part in practice meetings and ongoing professional development, as necessary.

To abide by the Practice protocols and guidelines for the Practice

Demonstrate commitment to continued professional development.

Demonstrate computer literacy.

Participate in the induction and training of all members of practice staff.

Record keeping

To keep adequate and appropriate records to ensure an effective audit trail.

You are required to keep adequate record of training completed.

General Duties

Be involved in the maintaining and encouraging of adequate security measures e.g. locking doors, setting security alarm where relevant.

Leave desk tidy at the end of each day.

Maintain the Health and Safety of all staff, patients and visitors.

Ensure confidentiality by using discretion and only releasing confidential information obtained whilst employed to those acting in an official capacity with the agreement of the Practice Manager.

Comply and familiarise yourself with the Practices Safeguarding policies and procedures.

Perform any other duties as reasonably requested by the Doctors or the Practice Leadership Team

Other

This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required. The responsibilities may alter to meet the needs of our patients and business. All members of staff should be prepared to take on additional duties or relinquish existing duties to maintain the effective running of the practice.

Person Specification

Experience

Essential

• Strong communication skills including face to face conversations and with good telephone manner
• IT skills experience of using Word/Excel and basic typing ability
• Experience of working within a customer service environment for a minimum of 2 years.
• Ability to work within a team

Desirable

• Experience of having worked in a primary care setting
• Ability to multitask
• Flexibility to work extra hours where required to cover for leave, illness and vacancies

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

Morthen Road Group Practice

Address

2 Morthen Road

Wickersley

Rotherham

S66 1EU

Employer's website

https://www.morthenroadsurgery.co.uk/ (Opens in a new tab)