Receptionist

Job description

Job responsibilities

Job summary

The purpose of the role is to

• Offer 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

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

• Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team

• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Duties and responsibilities

The duties and responsibilities to be undertaken by members of thepracticeadministration team may include any orall ofthe items in the following list.Duties may be varied from time to time under the direction of theOperationsorBusiness manager, dependent on current and evolvingpracticeworkload and staffing levels:This list is none exhaustive:

• Opening up/lockingup ofpracticepremises andmaintainingsecurityin accordance withpracticeprotocols

• Maintaining andmonitoringthepracticeappointments system

• Processingin person andtelephone requests for appointments,visitsand telephone consultations,and ensuring callers are directed to theappropriate healthcareprofessional

• Checking PATCHsorequivalentand passing on to theappropriate clinician

• Processing and distributing incoming (and outgoing) mail

• Taking messages and passing on information

• Filing and retrieving paperwork

• Processingrepeatsprescriptionsin accordance withpracticeguidelines

• Computer data entry/data allocation and collation; processing and recording informationin accordance withpracticeprocedures

• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

• Clearing and re-stocking ofconsulting rooms asrequired

• Providing clericalassistancetopracticestaff asrequiredfrom time to time, including word/data processing, filing,photocopyingand scanning

• Provision of refreshments for staff and visitors asrequired; loading and emptying the dishwasher and keeping the kitchen area clean and tidy

• Keeping the reception area,noticeboardsand leaflet dispensers tidy and free from obstructions and clutter

• Monitoring of stationary and other supplies

• Putting up posters on the notice board in the waiting room

• Manage the answering machine for Target / Bank Holidays

• Monitoring NHS net email daily

• Managing recalls and LTC lists and invites as per administrative role the individual is trained for.

• If trained for this;processing claims forcontraceptionand minor surgery.

• Handling pathology samples and ensuring they are sent off correctly.

• Producing vaccination lists and inviting / booking those due in the month.

• Monitoring paper records in/ outof PCSE.

• Confirming appointments.

• Managing rooms and appointing staff to rooms for the next day.

• Registrations EDI andSummarising

• Managing andmaintainingGP onlinerequests

• DNA management and processing

• GDPR processes for SARS, patient access & digital requirements

• Completion of auditsrequired

• Update SOP or policy in own area of work

Confidentiality

In the course ofseeking 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 performanceof the duties outlined in this job description, the post-holder may have access to confidential information relatingto patients and theircarers, practicestaffand other healthcare workers.They may also have accessto 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 healthcareworkersor the business of the practice may only be divulged to authorisedpersonsin accordance withthe practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & safety

The post-holder willassistin promoting andmaintainingtheir own and others health,safetyand security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to practice guidelines

• Identifyingthe 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

• Usingappropriate infectioncontrol procedures,maintainingwork areas in a tidy and safe way,free from hazards

• Actively reporting health and safety hazards and infection hazardsimmediatelywhen recognised

• Keeping own work areas and general/patient areasgenerally clean,assistingin the maintenance of general standards of cleanliness consistent with the scope of the job holders role

• Undertaking periodic infection control training

• Reporting potential risksidentified

• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and diversity

Thepost-holder will support the equality, diversity and rights of patients,carersand 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 that 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 ,with 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 anddemonstratingskills and activities to others who are undertaking similar work

Quality

The post-holder will strivetomaintainquality 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 meetpatientsneeds

• Effectively manage own time,workloadand 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,standardsand 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

Experience

Essential

• Applicants should meet the following criteria
• Previous experience in a GP practice or healthcare setting is desirable but not essential, as full training will be provided
• Strong IT and keyboard skills, with the ability to learn new systems
• Excellent time management skills
• Self-motivated and a positive attitude with good attention to detail and the ability to follow protocols
• Good communication and customer service skills
• A calm, empathetic manner, especially when under pressure
• A positive, supportive team player who is willing to help colleagues and contribute to a friendly working environment

Qualifications

Desirable

• Desirable but not essential
• NVQ II or above in administration
• NVQ Customer Service
• Up to date NHS mandatory training

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

Station Lane Medical Centre

Address

Station Lane Medical Centre

Station Lane

Featherstone

Pontefract

West Yorkshire

WF7 6JL

Employer's website

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