Receptionist / Admin

Job description

Job responsibilities

OUTLINE OF DUTIES & RESPONSIBILITES

To greet patients in a friendly and courteous manner at all times

To answer telephone calls in a polite and professional manner

To make appointments for the doctors surgeries and nurses clinics using the Practice clinical information system

Answering patient queries regarding various Practice policies and initiatives

Advise patient when completing new patient registration forms, explaining the surgery policies

To listen to patient complaints, making sure that they are addressed and dealt with appropriately

To retrieve patients medical records for various clinics and surgeries and file back patient medical records in the correct order

Fax correspondence as requested and record

To scan all hospital correspondence accurately using the Docman System

Process repeat prescriptions as per the Practice policy

Ensure all forms are passed to the appropriate destination and completed and checked by you when required

Receiving and recording requests for home visits in line with expected standards

Receiving, recording and booking requests for transport

Direct accurate patient information to the appropriate clinician using EMIS Web

To cover duties for other members of staff, this may arise in the case of absence, sickness and holidays

Chaperone GP if required, following training

Shared responsibility for reception, waiting rooms and consulting rooms upkeep and tidiness including leaflets and posters

To ensure that strict confidentiality protocols are adhered to

Attend and contribute to staff meetings

To comply with Health & Safety Procedures and report any areas of concern to the Practice Business Manager

Opening and closing of premises when required

To undertake any other duties as may be determined from time to time to ensure the efficient running of the Practice.

Add registrations to the system as per policy

Promote, encourage and activate patient on-line access

Ensure relevant/appropriate contacts with patients are documented in notes

Ensure email, tasks, Docman and EMIS email are checked daily.

Open and process post according to agreed practice policy

Frank and post out-going mail as per policy

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 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
• Complete all required regular training
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
• Ensure you are aware of the organisations safeguarding policys and procedures and know how to action any concerns.

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
• Comply with Information Governance requirements

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, 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

Personal Qualities

Essential

• 1. Education to GCSE (or equivalent) including English language & Math.
• 2. Ability to be discrete and maintain absolute confidentiality.
• 3. Excellent telephone manner.
• 4. Good verbal and written communication skills in English.
• 5. Accuracy and an eye for detail.
• 6. A calm, pleasant and reassuring personality.
• 7. Ability to work under pressure and as part of a team.
• 8. Ability to be flexible regarding hours/tasks.
• 9. Previous experience in a healthcare setting/dealing with the general public

Desirable

• 1. Previous experience in a GP Surgery.
• 2. EMIS & Docman experience.
• 3. Experience using Microsoft Office.
• 4. Ability to work on own initiative.
• 5. Ability to work confidently within the role, referring matters to reception supervisor, doctors or practice manager as appropriate

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

Bridge House Medical Practice

Address

96 Umfreville Road

London

N4 1TL

Employer's website

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