Job responsibilities
Job title
Medical Receptionist/Administrator
To be responsible for
undertaking a wide range of reception duties and the provision of general
support to the multidisciplinary team.
Duties can include, but are not limited to, greeting, and directing
patients, effective use of the appointment system, booking appointments, processing
incoming post, processing of information, and assisting patients as required. PRISM referrals, rejections, advice and
guidance and 2 week wait referrals.
To act as the central
point of contact for patients, the distribution of information, messages and
enquiries for the clinical team, liaising with multi-disciplinary team
members and external agencies such as secondary care and community service
providers.
Equality, Diversity and Inclusion
A good attitude and positive action towards Equality Diversity
& Inclusion (ED&I) creates
an environment where all individuals can achieve their full potential.
Creating such an environment is important for three reasons it improves
operational effectiveness; it is morally the right thing to do, and it is
required by law.
Patients and their families have the right to be
treated fairly and be routinely involved in decisions about their treatment
and care. They can expect to be treated with dignity and respect and will not
be discriminated against on any grounds including age, disability, gender
reassignment, marriage and civil partnership, pregnancy and maternity, race,
religion or belief, sex or sexual orientation.
Patients have a responsibility to treat other
patients and our staff with dignity and respect.
Staff have the right to be treated fairly in
recruitment and career progression. Staff can expect to work in an
environment where diversity is valued, and equality of opportunity is
promoted. Staff will not be discriminated against on any grounds including
age, disability, gender reassignment, marriage and civil partnership,
pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Staff have a responsibility to ensure that they treat our patients and their
colleagues with dignity and respect.
Safety, Health, Environment and
Fire (SHEF)
Billesdon Surgery is committed to supporting and
promoting opportunities for staff to maintain their health, wellbeing and
safety.
The post holder is to manage and assess risk within
the areas of responsibility, ensuring adequate measures are in place to
protect staff and patients and monitor work areas and practices to ensure
they are safe and free from hazards and conform to health, safety and
security legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of
health and safety at work for themselves, their team and others and to
cooperate with employers to ensure compliance with health and safety
requirements.
Confidentiality
Billesdon Surgery is committed to maintaining an
outstanding confidential service. Patients entrust and permit us to collect
and retain sensitive information relating to their health and other matters
pertaining to their care. They do so in confidence and have a right to expect
all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are
to be met and the trust of our patients is to be retained, all staff must
protect patient information and provide a confidential service.
Quality and Continuous
Improvement (CI)
To preserve and improve the quality of Billesdon
Surgery outputs, all personnel are required to think not only of what they do
but how they achieve it. By continually re-examining our processes, we will
be able to develop and improve the overall effectiveness of the way we work.
The responsibility for this rests with everyone
working within Billesdon Surgery to look for opportunities to improve quality
and share good practice and to discuss, highlight and work with the team to
create opportunities to improve patient care.
Billesdon Surgery continually strives to improve
work processes which deliver healthcare with improved results across all
areas of our service provision. We promote a culture of continuous
improvement where everyone counts, and staff are permitted to make
suggestions and contributions to improve our service delivery and enhance
patient care
Induction
At Billesdon Surgery, you will be required to
complete the induction programme and the practice management team will
support you throughout the process.
Learning and development
The effective use of training and development is
fundamental in ensuring that all staff are equipped with the appropriate
skills, knowledge, attitude and competences to perform their role. All staff
will be required to partake in, and complete mandatory training as directed
by the Practice Manager. It is an
expectation for this post holder to assess their own learning needs and
undertake learning as appropriate
The post holder will undertake mentorship for team
members and disseminate learning and information gained to other team members
to share good practice and inform others about current and future
developments (e.g., courses and conferences).
The post holder will provide an educational role to
patients, carers, families and colleagues in an environment that facilitates
learning.
Collaborative working
All staff are to recognise the significance of
collaborative working and understand their own role and scope and identify
how this may develop over time. Staff are to prioritise their own workload
and ensure effective time-management strategies are embedded within the
culture of the team.
Teamwork is essential in multidisciplinary
environments and the post holder is to work as an effective and responsible
team member, supporting others and exploring the mechanisms to develop new
ways of working and work effectively with others to clearly define values,
direction and policies impacting upon care delivery
Effective communication is essential, and all staff
must ensure they communicate in a manner which enables the sharing of
information in an appropriate manner.
All staff should delegate clearly and appropriately,
adopting the principles of safe practice and assessment of competence.
Managing information
All staff should use technology and appropriate
software as an aid to management in the planning, implementation and
monitoring of care and presenting and communicating information.
Data should be reviewed and processed using accurate
SNOMED/read codes to ensure easy and accurate information retrieval for
monitoring and audit processes.
Service delivery
Staff will be given detailed information during the
induction process regarding policy and procedure.
The post holder must adhere to the information
contained within Billesdon Surgery policies and regional directives, ensuring
protocols are always adhered to.
All staff are required to dress appropriately for
their role.
Leave
All personnel are entitled to take leave. Line
managers are to ensure all their staff are afforded the opportunity to take 5
weeks leave each year and should be encouraged to take all their leave
entitlement.
Public holidays will be calculated on a pro-rated
basis dependent on the number of hours worked.
Primary key
responsibilities
The following are the core responsibilities of the Receptionist.
a. Maintain
and monitor the practice appointment system
b. Process
personal and telephone for appointments
c. Answer
incoming phone calls, transferring calls or dealing with the callers request
appropriately
d. Signpost
patients to the correct service
e. Initiating
contact with and responding to, requests from patients, team members and
external agencies
f. Processing
daily incoming post
g. PRISM
referrals, rejections, advice and guidance and 2 week wait referrals
h. Photocopy
documentation as required
i. Data
entry of new and temporary registrations and relevant patient information as
required
j. Input
data into patients healthcare records as necessary
k. Direct
requests for information, i.e., SAR, insurance/solicitors letters and DVLA
forms to the administrative team
l. Manage
all queries as necessary in an efficient manner
m. Maintain
a clean, tidy, effective working area at all times
n. Monitor
and maintain the reception area and notice boards
o. Support
all clinical staff with general daily tasks as requested
Secondary responsibilities
In addition to the primary responsibilities, the Receptionist may be
requested to:
a. Support
administrative staff, providing cover during staff absences
b. Action
incoming emails and correspondence as necessary
c. Scan
patient related documentation and attach scanned documents to patients
healthcare records
d. Complete
opening and closing procedures in accordance with the duty Rota
e. As
required at Bushby Surgery, support the dispensary in the management of
repeat prescriptions, ensuring they are processed accurately and efficientl