Medical Receptionist/Administrator

Job description

Job responsibilities

Job responsibilities

JOB TITLE: RECEPTIONIST

REPORTS TO: RECEPTION MANAGER/PRACTICE MANAGER

HOURS: 22.5

Job Summary:

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

Job Responsibilities:

Administration

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols
• Maintenance of filing systems and data input according to protocol for reports from outside agencies
• Filing of letters /reports when requested.
• Filing of letters/pulling of notes when requested
• Fax and photocopy as requested
• Scanning of letters and reports when requested
• Summarizing of new patient records in accordance with summarizing protocol

Reception

• Receiving patients consulting with members of practice team
• Handing completed repeat prescriptions to patient and checking names and address.
• Be able to cover all reception position as necessary
• Respond to all queries and requests for assistance from patients, practice team, hospital and visitors or refer to appropriate person

Appointments

• Process appointment requests for today future appointments from patients by telephone and in person.
• Deal with visits requests
• Ensure effectiveness of appointment system and monitoring flow of patients in the surgery.

Computer

• Registrations of new patients computer data entry and medical records.
• Making full use of practice computer system taking into account protocols
• Process patients change of address computer data and medical records (have knowledge of practice area.
• Process repeat prescription request in accordance with practice guidelines.

Telephone

• Have working knowledge of telephone system, during and after hours.
• Answer the telephone and make calls as required in a polite manner, taking messages as necessary and as directed

Other Tasks

• Ensure building security have thorough knowledge of doors/windows/alarm.
• Making of drinks (rota system) or when requested by senior member of staff
• Any other tasks allocated by managers

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.

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, to include:

• 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 recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize 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

Qualifications

Essential

• Essential
• Good education with good level of literacy skills
• Reception or customer care training
• Telephone technique training

Desirable

• Desirable
• Windows-based IT training
• European computer Driving Licence
• NVQ in Customer Care
• AMSPAR reception

Experience

Essential

• Essential
• Previous reception or clerical background
• Excellent interpersonal and communication skills both verbal and written
• Computer literate in the use of a windows-based PC
• Keyboard skills
• Ability to cope with more than one task at a time and move between tasks as required
• Ability to work unsupervised
• Ability to cope in a stressful or emergency situation
• Evidence of collaborative working within teams

Desirable

• Desirable
• AMSPAR/equivalent
• Use of windows-based software and internet
• Decision making and problem solving skills
• Use of medical software systems ie SystmOne

Personal Attributes

Essential

• Essential
• Committed to providing patient centered care
• Ability to work as part of a multi-disciplinary team
• Flexibility to cover additional sessions
• Ability to use own judgement resourcefulness, common sense
• and knowledge to respond to queries and requests
• Able to manage own time effectively
• Ability to recognize and adhere to the need for strict
• confidentiality

Desirable

• Desirable
• Pragmatic approach to day to day challenges
• Able to respond positively to changing priorities and demands

Personal Attributes

Essential

• Desirable
• Pragmatic approach to day to day challenges
• Able to respond positively to changing priorities and demands

Desirable

• Desirable
• Pragmatic approach to day to day challenges
• Able to respond positively to changing priorities and demands

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

30 Kingsway Surgery

Address

30 Kingsway

Waterloo

Liverpool

L22 4RQ

Employer's website

http://www.30kingswaysurgery.nhs.uk/ (Opens in a new tab)