Job responsibilities
Job title: Receptionist
Reports to: Reception and Operations Team Leads
Objectives of
the Receptionist
Offer 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, at New
Court Surgery.
Receive, assist
and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective manner.
Undertake a
variety of administrative duties to assist in the smooth running of the
Practice including the provision of clerical support to clinical staff and
other members of the Practice team.
Facilitate
effective communication between patients, members of the primary health care
team, secondary care and other associated healthcare agencies.
MAIN DUTIES & RESPONSIBILTIES:
The duties and
responsibilities to be undertaken by members of the Practice Reception team may
include any or all of the items in the following list. Duties may be varied
from time to time under the direction of the Reception and Operations Team
Leads, dependent on current and evolving Practice workload and staffing levels.
Opening/locking
up of the Surgery premises and maintaining security in accordance with Practice
protocols as needed.
Maintaining and monitoring the Surgeries appointments system.
Processing
telephone requests for appointments, visits and telephone consultations and
ensuring callers are directed to the appropriate healthcare services.
Taking accurate messages and passing on information as required in a
timely manner.
Maintaining and actioning both electronic and paper documentation.
Processing
prescriptions in accordance with Practice guidelines.
Initiating
contact with and responding to requests from patients, other team members and
associated healthcare agencies and providers.
Photocopying
and scanning as required.
Keeping
the reception area, notice-boards and leaflet dispensers tidy and free from
obstructions and clutter
Flexibility to work additional hours to cover unplanned
colleague absence is essential.
This list is not exhaustive and other reasonable tasks
maybe added by management as and when required.
Confidentiality:
While
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 always 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.
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.
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.
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 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.