Job responsibilities
JOB DESCRIPTION
JOB TITLEReceptionist
REPORTING TO Reception Manager
PLACE OF WORK Trowbridge Health Centre/Wingfield Road Surgery
HOURS: Core opening hours Monday Friday between 08.00 20.00
Occasional Saturday working (on rotation)
Job Summary:
As the first point of contact, either in person or via the telephone, to be courteous and respectful of every patient and other visitors and their individual needs
Contribute to working co-operatively and efficiently with other members of the reception/admin teams to ensure the smooth running of patient services
Ensure the waiting areas, reception areas and workstations are kept well organised, clean, and tidy to maintain a professional appearance.
Main responsibilities:
Administration
- To have a thorough knowledge of all practice procedures
- To work in accordance with written protocols
- Filing incoming documents
- Carry out your own designated tasks with care and efficiency
- Regularly check your NHS email account and daily notifications, responding efficiently and acting promptly to any Practice information/tasks relevant to your work
Reception
- Ensure the service provided at Front Desk is professional, effective and efficient
- Deal with all general enquiries; explain practice procedures to patients and visitors clearly and confidently
- To assist patients with prescription requests, ensuring urgent requests and prescription queries are dealt with promptly and appropriately
- Accept appropriate payments and issue receipts
- Receive and make telephone calls as required. Transfer calls to colleagues and take full and accurate messages.
- Ensure all patient information entered on to the clinical system is accurate and appropriate
Appointments
- Make new and follow up appointments appropriately, following the current protocol. Always seek guidance when needed.
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.
To monitor service provision to ensure that services are being delivered in line with contract
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.
To attend team meetings/training events which may fall outside of your normal working hours
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.
Changes to this Job Description:
The duties and responsibilities outlined in this list are neither definitive nor restrictive and
may change in detail from time to time as the post develops to meet the changing needs of
the surgery.
