Job responsibilities
Job
Title
Medical Receptionist
/ Administrator
Line
Manager
Office
Manager
Accountable
to
Practice
Manager
Hours
per week
37.5
Job
Summary
To be responsible for
undertaking a wide range of reception and administrative duties and the
provision of general support to the multidisciplinary team. Duties can
include but are not limited to, greeting and directing patients, patient
registration, booking appointments, processing of information (electronic and
hard copy) and assisting patients as required. To act as the central point of
contact for patients, the distribution of information, messages and enquiries
for the clinical team, liaising with multidisciplinary team members and
external agencies such as secondary care and community service
providers.
Mission
Statement
Our
aim is the provision of high quality, evidence based, effective care for all
of our patients delivered by a cohesive, happy team.
Generic
Responsibilities
All
staff at Fell Cottage Surgery have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards Equality, Diversity and Inclusion creates and environment where all individuals are able to achieve
their full potential. Creating such an environment is important for three
reasons: it improves operational effectiveness, it is morally the right thing
to do, and it is required by law.
Patients and their families have the right to be
treated fairly and be routinely involved in decisions about their treatment
and care. They can expect to be treated with dignity and respect and will not
be discriminated against on any grounds including age, disability, gender
reassignment, marriage and civil partnership, pregnancy and maternity, race,
religion or belief, sex or sexual orientation. Patients have a responsibility
to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in
recruitment and career progression. Staff can expect to work in an
environment where diversity is valued and equality of opportunity is
promoted. Staff will not be discriminated against on any grounds including
age, disability, gender reassignment, marriage and civil partnership,
pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Staff have a responsibility to ensure that you treat our patients and their
colleagues with dignity and respect.
Safety, Health,
Environment and Fire (SHEF)
This practice is committed to supporting and
promoting opportunities to for staff to maintain their health, well-being and
safety. You have a duty to take reasonable care of health and safety at work
for you, your team and others, and to cooperate with employers to ensure
compliance with health and safety requirements. All personnel are to comply
with the Health and Safety at Work Act 1974, Environmental Protection Act
1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and
other statutory legislation.
Confidentiality
This
practice is committed to maintaining an outstanding confidential service. Patients
entrust and permit us to collect and retain sensitive information relating to
their health and other matters, pertaining to their care. They do so in
confidence and have a right to expect all staff will respect their privacy
and maintain confidentiality at all times. It is essential that if, the legal
requirements are to be met and the trust of our patients is to be retained
that all staff protect patient information and provide a confidential
service.
Quality & Continuous Improvement (CI)
To
preserve and improve the quality of our output, all personnel are required to
think not only of what they do, but how they achieve it. By continually
re-examining our processes, we will be able to develop and improve the
overall effectiveness of the way we work. The responsibility for this rests
with everyone working within the practice to look for opportunities to improve
quality and share good practice.
This
practice continually strives to improve work processes which deliver health
care with improved results across all areas of our service provision. We
promote a culture of continuous improvement, where everyone counts and staff
are permitted to make suggestions and contributions to improve our service
delivery and enhance patient care.
Induction Training
On arrival at the
practice all personnel are to complete a practice induction programme; this
is managed by the Office Manager.
Learning and Development
The
effective use of training and development is fundamental in ensuring that all
staff are equipped with the appropriate skills, knowledge, attitude and competences
to perform their role. All staff will be required to partake and complete
mandatory training as directed by the training coordinator, as well as
participating in the practice training programme. Staff will also be permitted (subject to
approval) to undertake external training courses which will enhance their
knowledge and skills, progress their career and ultimately, enable them to
improve processes and service delivery.
Collaborative Working
All
staff are to recognise the significance of collaborative working. Teamwork is
essential in multidisciplinary environments. Effective communication is
essential and all staff must ensure they communicate in a manner which
enables the sharing of information in an appropriate manner.
Service Delivery
Staff
at Fell Cottage Surgery must adhere to the information contained with
practice policies and regional directives, ensuring protocols are adhered to
at all times. Staff will be given detailed information during the induction
process regarding policy and procedure.
Security
The
security of the practice is the responsibility of all personnel. Staff must
ensure they remain vigilant at all times and report any suspicious activity
immediately to their line manager. Under no circumstances are staff to share
the codes for the door locks to anyone and are to ensure that restricted
areas remain effectively secured.
Professional Conduct
At
Fell Cottage Surgery, staff are required to dress appropriately for their
role. Administrative staff will be provided with a uniform whilst clinical
staff must dress in accordance with their role.
Leave
All
personnel are entitled to take leave. Line managers are to ensure all of
their staff are afforded the opportunity to take all of their leave
entitlement.
Primary
Responsibilities
The
following are the core responsibilities of the receptionist/administrator. There
may be on occasion, a requirement to carry out other tasks; this will be
dependent upon factors such as workload and staffing levels:
a.
Maintaining and monitoring the practice appointment
system
b.
Process personal, telephone and e-requests for
appointments
c.
Answer incoming phone calls, transferring calls or
dealing with the callers request appropriately
d.
Signpost patients to the correct service
e.
Process incoming and outgoing mail
f.
Initiating contact with and responding to, requests from
patients, team members and external agencies
g.
Process referrals to external agencies such as secondary
care using the electronic referral system (ERS)
h.
Process letters are requested
i.
Action GP2GP tasks
j.
Read code data on Emis Web
k.
Photocopy documentation as required
l.
File and store records as required
m.
Data entry of new and temporary registrations and
relevant patient information as required
n.
Input data into the patients healthcare records as necessary
o.
Scanning of patient related documentation and attaching
scanned documents to patients healthcare records
p.
Process requests for information i.e. SAR, insurance /
solicitors letters and DVLA forms to the administrative team
q.
Manage all queries (including administrative queries) as
necessary in an efficient manner
r.
Carry out system searches as requested
s.
Maintain a clean, tidy, effective working area at all
times
t.
Monitor and maintain the reception area and notice boards
u.
Support all clinical staff with general tasks as
requested
Secondary
Responsibilities
In
addition to the primary responsibilities, the medical administrator may be
requested to:
a.
Partake in audit as directed by the audit lead
b.
Produce meeting agendas and record the minutes of meetings
c.
Support administrative and reception staff, providing
cover during staff absences
d.
Complete opening and closing procedures in accordance
with the duty rota
e.
As required support in the management of repeat
prescriptions, ensuring they are processed accurately and efficiently
f.
Ordering and monitoring of stationery supplies