Job responsibilities
JOB DESCRIPTION FOR PRACTICE RECEPTIONIST
MULLION & CONSTANTINE GROUP PRACTICE
Main purpose:
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.
Duties and responsibilities:
Administration
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To have a thorough knowledge of all practice policies and procedures
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To work in accordance with written protocols
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Pulling and filing notes for surgeries and updating as necessary
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Dealing with Royal Mail post and NHS courier post as necessary
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Photocopy as requested
Reception
Appointments
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Process appointment requests and amendments for today and future appointments from patients by telephone and in person
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Deal with home visit requests
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Amend or delete patients appointments as necessary
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Arrange District Nurse visits for patients
Computer
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Registration of new patients check identity
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Advise patients of change of address if within practice catchment area
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Process requests for patient online access in accordance with practice guidelines
Telephone
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Have working knowledge of telephone and bleep system during and after hours
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Manage all incoming calls into reception, advise and allocate accordingly
Other Tasks
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Act in accordance with policies and procedures in the event of a fire alarm regarding patient safety
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Ensure building security have thorough knowledge of doors, windows, and alarm
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Any other tasks as directed
Confidentiality:
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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
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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
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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 and Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety, and security as defined in the practice health and safety policy, the practice health and safety manual, and the practice infection control policy and published procedures. This will include:
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Using personal security systems within the workplace according to practice guidelines
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Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
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Making effective use of training to update knowledge and skills
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Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
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Acting on health and safety hazards and infection hazards immediately when recognised
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Keeping own work areas and general patient areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
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Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include:
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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
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Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues
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Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights
Personal and Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment. Such training to include:
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Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
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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:
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Alert other team members to issues of quality and risk
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Assess own performance and take accountability for own actions, either directly or under supervision
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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
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Work effectively with individuals in other agencies to meet patients needs
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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:
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Communicate effectively with other team members
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Communicate effectively with patients and carers
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Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
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Apply practice policies, standards, and guidance
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Discuss with other members of the team how the policies, standards and guidelines will affect own work
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Participate in audit where appropriate