Job responsibilities
JOB DESCRIPTION
JOB TITLE: Medical Receptionist
ORGANISATION: Crwys Medical Centre
REPORTS TO: Practice Manager/Assistant Practice Manager
LOCATION: Wedal Road, Heath, Cardiff
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 visitors, either in person or via the telephone.
MAIN TASKS PRINCIPAL DUTIES AND RESPONSIBILITIES
Patient/Customer Care:
To act as the first point of call to all patients/customers
Direct patients to the appropriate healthcare professional within the practice, e.g. Doctor, Practice Nurse, Health Visitor, Healthcare Assistant.
Helping new patients register with the surgery providing the necessary paperwork and checking returned paperwork is complete.
Responding to patient requests for information about other NHS services
To ensure that excellent customer care is being delivered at all times
Operations:
Handling telephone and face to face requests for appointments and making the appointments on the computerised appointments system
Booking in patients when they arrive at the surgery
Advising patients of the results of routine tests
Receiving and checking repeat prescription requests. Printing repeat prescriptions
Giving completed prescriptions to patients and to local pharmacies who collect them
Calling patients to arrange for routine appointments, e.g. for immunisations, asthma checks, diabetes checks etc
Receiving and documenting payments for non-NHS services such as taxi medicals, HGV medicals, travel claim forms, some travel vaccinations etc
Registering new patients and removing patients who have left on the computerised record system
Checking consulting rooms each morning turning on computers, checking couch roll etc
Providing information to the Midwife on newly pregnant patients
Checking fridges, lights, windows computers etc at the end of each day
Straightening/tidying the waiting room at the end of the day
Photocopying, scanning and filing of paper records
Booking patient transport [occasional]
To maintain and develop effective communication across the team
To assist the Practice Manager and Assistant Practice Manager to achieve targets and deadlines set by the LHB and The Practice.
Any other reasonable tasks at the request of the Practice Manager/ Assistant Practice Manager
Copying medical records as and when required
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, 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
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
Actively reporting of health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standard of cleanliness consistent with the scope of the job holders role
Undertaking periodic infection control training ( minimum annually )
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 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
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