Receptionist

Job description

Job responsibilities

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.

Person Specification

Experience

Essential

• Good standard of education, including qualifications in English and Maths at a pass level and above (A-C or 9-4). Competent user of Microsoft Office software, particularly Outlook, Excel and word. Experience of working in an office environment. Experience of working with the public/patients. Experience of handling telephone calls.

Desirable

• Experience of working within Primary Care. Experience of working within a reception role. Experience of high call volumes. Experience of using medical computer systems.

Knowledge/Skills

Essential

• Excellent computer and keyboard skills. Excellent communication skills, both verbal and written. Excellent interpersonal skills.

Desirable

• Experience of working within a health care setting. Knowledge of medical terminology.

Other

Essential

• Ability to be flexible when needed. Able to cover for colleagues for unplanned absence.

Qualities and Attributes

Essential

• Must be accurate, with good attention to detail. An understanding, acceptance, and adherence to the need for strict confidentiality. Ability to use your own judgement, resourcefulness, and common sense. Organised. Proactive approach to all areas of the role. Pleasant and articulate with a sense of humour. Ability to work under pressure and use own initiative. A team player who has the ability to work within a multi-skilled team. Ability to adapt to a changing environment.

Employer details

Employer name

New Court Surgery

Address

Borough Fields Shopping Centre

Royal Wootton Bassett

Swindon

Wiltshire

SN4 7AX

Employer's website

https://www.newcourt-wilts.nhs.uk/ (Opens in a new tab)