GP Receptionist/Administrator

Job description

Job responsibilities

Job Summary:

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

Provide support and assistance to clinicians and managers, working as a team for the betterment of our patients.

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.

Main duties and responsibilities of post:

Duties may be varied from time to time under the direction of the Practice Manager dependent on workload and staff levels.

These include:

Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.

Maintaining and monitoring the practice appointments system, online consultation, face to face and telephone consultations.

Utilise and ensure efficiency of the appointments system and monitor flow of patients into consulting and treatment rooms.

Ensure that patients without appointments who need urgent consultation' are seen in a logical and non-disruptive manner or directed to most appropriate service.

Prepare repeat prescriptions following practice protocol and set out for verification and signature of doctor.

To open and date stamp mail daily. Scan to doctor and patient records using appropriate clinical codes.

Monitor Generic email on a daily basis and action as appropriate.

To carry out workflow and pathology instructions of the doctor.

Answer telephones promptly in a polite and professional manner and manage calls appropriately. Ensuring that complete information is obtained from caller.

To check and update patients addresses and telephone numbers and other contact information on the clinical system.

Familiarise with practice policies and protocols as part of training and an ongoing basis.

Attend training courses and complete online learning relevant to role.

Attend practice meetings.

Deal efficiently with general enquiries from patients.

To contact patients to make appointments for chronic disease reviews/QOF/DES/LIS and enter relevant data onto the computer. To phone patients for recall and data collection purposes and correctly record data in patients medical record.

Check and file records received from PCSE for new patients. Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover. Combine with temporary records and prepare for summarising.

To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately. To be courteous and helpful to the patients at all times.

Register new patients following practice protocol. Process information digitally in accordance with registration guidelines.

Arrange transport for patients hospital appointments.

Ensure that clean desk policy is complied with, and patient confidential documents are shredded on a daily basis.

Maintain supplies of stationery available in reception area.

Ensure that all consulting rooms are checked at the end of each consulting sessions and left tidy and secure.

To book interpreters for patients when needed.

Recognise peoples needs for alternative methods of communication and respond accordingly

Provide cover for colleagues when sick or on annual leave.

Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

To ensure confidentiality is maintained at all times.

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Behave in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, comply with Health and Safety Policy.

To comply with and actively promote the Equal Opportunities Policy.

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources.

Undertaking other tasks requested by Practice Manager in order to maintain efficient operation of the practice.

Any other reasonable tasks at the request of the Practice Manager.

This Job Description is not definite and may be subject to change as the needs of the Practice change. The nature of the Practice requires that all staff are aware of a colleagues responsibilities and demonstrate a willingness to help. From time to time staff may be required to take on additional duties or relinquish existing ones.

Confidentiality guidelines:

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 postholder 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

Promote and maintain health & safety in the practice as per practice policy.

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 following training.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way which is free from hazards.

Actively reporting any health and safety hazards or infection hazards immediately when recognised.

Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.

Undertaking periodic infection control training.

Reporting potential risks identified.

Equality and diversity

Support the equality, diversity and rights of patients, carers, colleagues and all people they come into contact with.

Act 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.

Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Behave in a manner that is welcoming to all, non-judgmental and respects their circumstances, feelings priorities and rights.

Personal 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 and demonstrating skills and activities to others who are undertaking similar work

Person Specification

Qualifications

Essential

• Educated to GCSE A to C or equivalent including English
• Basic IT skills

Desirable

• Information Governance Certificate
• Confidentiality Certificate
• Adult and Child safeguarding Certificates

Knowledge and skills

Essential

• Ability to be flexible to working hours able to change and adapt, respond rapidly to changing circumstances
• Punctual and meets deadlines
• Has the ability to communicate with clarity and intelligibility in written and spoken English

Desirable

• Willingness to work in a busy environment
• Uses a non-judgmental approach to patients and colleagues regardless of the sexuality, ethnicity, disability, religious beliefs or financial status

Experience

Essential

• Experience of working in a GP practice
• Experience of EMIS Web
• Experience of working with the public

Desirable

• Experience of working in reception

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

Kiyani Medical Practice

Address

Langthorne Health Centre

13 Langthorne Road

London

E11 4HX

Employer's website

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