Job responsibilities
JOB TITLE: RECEPTIONIST
REPORTS TO: PRACTICE MANAGER AND SENIOR PARTNERS
Job Summary:
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.
The post requires someone with initiative, enthusiasm, excellent communication skills and empathy with patients and colleagues.
Reception duties
To deal with ALL enquiries with complete confidentiality
Answer incoming telephone calls, deal with general enquiries.
Document and transfer messages and forward to appropriate member of team.
Process emails, Emis tasks and Accurx messages and incoming mail received from colleagues and patients.
Book appointments and requests for home visits.
Receive and record requests for repeat prescriptions.
Greet visitors and deliveries made to the surgery.
To be able to sign post using local resources and provide information to patients.
Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
Manage queries as necessary in an efficient manner.
Support all clinical staff with general tasks as requested.
To provide cover for colleagues on leave.
Register new and temporary patients
Invite patients with long term conditions for annual reviews
Complete general clerical duties i.e. scanning and changing back up tapes and opening and locking main entrance door.
To have a thorough knowledge of all Practice procedures.
To work in accordance of written protocols
To assist the Practice Manager and Partners with any tasks deemed necessary.
Appointments
Process appointment requests for today future appointments from patients by telephone and in person.
Deal with home visits requests
Computer
Registrations of new patients computer data entry and medical records.
Process repeat prescription request in accordance with practice guidelines.
Process GP links, workflow and registration queries.
Telephone
To answer the phone in a prompt and courteous manner, without delaying the enquiry unless positive it is not urgent.
Have working knowledge of telephone system.
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.
Other
Attend regular practice and reception meetings to discuss the running of the surgery and services provided as well as any other meetings as required
To attend appropriate training sessions and complete mandatory online training
To follow all protocols and procedures e.g. Information Governance, Confidentiality and equal opportunities guidelines.
Administrative duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving practice workload and staffing levels
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 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.
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 practice audits where appropriate.