Receptionist

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 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.

Job Responsibilities:

Administration

To have a thorough knowledge of all Practice procedures.

To work in accordance of written protocols.

Fax and photocopy as requested.

Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.

Reception

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.

Receiving patients consulting with members of Practice team.

Handing completed repeat prescriptions to patient and checking names and address.

Be able to cover all reception position as necessary.

Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.

Appointments

Deal with all general enquiries, explain procedures and process appointment requests for today/ future appointments from patients by telephone and in person.

Deal with visit requests.

Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

Computer

Ensure that all new patients are registered onto the computer system promptly and accurately.

Process patients change of address computer data and medical records (have knowledge of Practice area.

Scan letters onto patients records ensuring the correct patient records are used.

Telephone

Have working knowledge of telephone system.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Other Tasks

Clear rooms after morning and afternoon surgeries.

Ensure building security have thorough knowledge of doors/windows/alarm.

Any other tasks allocated by managers.

Provide patients with test results after the doctor has reviewed results.

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

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 audit where appropriate

Person Specification

Experience

Essential

• Computer literate with an ability to use the required GP clinical systems.
• General office skills, photocopier, scanning, shredding.
• Awareness of Data Protection Act and need for confidentiality of
• Information.
• Attention to detail, able to work accurately, identifying errors quickly and easily.
• Excellent understanding of data protection and confidentiality issues.
• Excellent verbal and written communication skills with team members,
• patients, carers, and other healthcare professionals, with the ability to
• adjust communication style.
• Committed to own continuing personal development and an ability to
• support others to develop and progress.

Desirable

• Experience of working in a medical or primary care setting.
• Has a planned and organised approach with an ability to prioritise their
• own workload to meet strict deadlines.

Personal Attributes

Essential

• Works effectively independently and as a member of a team.
• Flexible approach to meet service needs and ensure a stakeholder focused response.
• Self-motivated and proactive.
• Continued commitment to improve skills and ability in new areas of work.
• Demonstrate excellent interpersonal and communication skills.

Qualifications

Essential

• GCSEs at grade C or equivalent (or 4-9), including English and Maths

Desirable

• Training in administration/clerical duties at NVQ level or above.
• NVQ Level 2/3 in Customer Services or Health Care or related discipline.

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

NHS North Of England Commissioning Support Unit

Address

Marine Medical Group

Thoroton Street

Blyth

Northumberland

NE24 1DX

Employer's website

https://www.necsu.nhs.uk (Opens in a new tab)