Receptionist

Job description

Job responsibilities

Main Duties and Responsibilities

Service (not exhaustive)

• Dealing with patient requests either face to face, or on the telephone
• Booking, cancelling all types of appointments/consultations and home visits
• Directing enquiries to the appropriate people and understanding the callers expectations through effective questioning
• Chaperone during clinical consultations as requested
• To receive samples from patients according to practice procedure
• Handling difficult situations in a calm and professional manner
• Dealing appropriately with prescription requests in line with practice protocols
• Administration tasks as requested
• Possible working across inter-surgery departments

Data & Computer Skills (not exhaustive)

• Effective use of reception computer and telephone systems
• SystmOne Clinical System Book, cancel and edit appointments. Fill in templates.
• Effective use of NHS.net for e-mail
• Maintain accurate electronic records
• Scan documents to patient medical records
• Process on-line documentation as requested

Teamwork

• Prioritise workload according to daily requirements, through consultation with other team members
• To develop and maintain effective working relationships with colleagues
• To be flexible with other members of the team when covering absence i.e. moving across the sites as requested
• Maintaining a pleasant and tidy working environment
• To be punctual
• May be required to do overtime to support with other team members leave and this will be included in the contract of employment
• Record information and activities undertaken with patients and carers in an accurate and timely fashion using manual or computer systems and Read codes

Clinical Governance

• Contribute to the development and maintenance of sound clinical governance and risk management.
• Support the development/implementation on any new ways of working/policies that need to be introduced across SAHC.
• Support SAHC in operating a quality assurance but no blame culture that adheres to best practice around incident reporting and whistle blowing.

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.

All such information from any source is to be regarded as strictly confidential.

Equality and Diversity

The postholder 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 which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

• The postholder 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.

Person Specification

Qualifications

Essential

• Educated to GCSE grade C and above in Maths and English or equivalent

Desirable

• NVQII in customer care
• AMSPAR certificate
• CLAIT certificate or equivalent

Experience

Essential

• Previous experience within general practice
• Good keyboard/IT skills
• Experience of working in a busy environment

Desirable

• Knowledge of Data Protection Act and how this is applied in General Practice
• Experience of using SystmOne computer system
• Awareness of the importance of safeguarding and procedures
• Previous experience of working in a pressured environment

SKILLS

Essential

• Self-motivated with the ability to use own initiative
• Ability to cope with change
• Able to work on own initiate and as part of a multi-disciplinary team
• Be able to multi-task and follow tasks through to their conclusion
• Ability to work with changing, and sometimes conflicting priorities, with supervision
• Ability to remain clam, friendly and professional under pressure
• Ability to solve problems within area of work/knowledge
• Good level of computer literacy.
• Effective oral communication and interpersonal skills

Desirable

• Demonstrable experience of SystmOne.
• Flexible in approach to work
• Interested in/aptitude for learning new skills/taking on new challenges

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

St Austell Healthcare

Address

1 Wheal Northey

St Austell

Cornwall

PL25 3EF

Employer's website

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