Job responsibilities
JOB TITLE: RECEPTIONIST / ADMIN ASSSISTANT
PAY GRADE: GRADE 2
REPORTS TO: OFFICE/PRACTICE MANAGER
Job Summary:
The
purpose of the role is to:
- Give full clerical support to
clinicians to maintain the smooth running of the practice.
- 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.
- Receive, assist and direct
patients in accessing the appropriate service or healthcare professional
in a courteous, efficient and effective way.
Duties and Responsibilities:
The duties and responsibilities
to be undertaken will include most or all of the items in the following list,
however duties may be varied from time to time under the direction of the
Office/Practice manager, dependent on current and evolving practice workload
and staffing levels:
RECEPTION
·
Open-up/lock-up practice premises, maintaining security I
accordance with practice protocols.
·
Receive patients/visitors meeting with members of the practice
team
·
Deal with general enquiries
·
Process requests for appointments, ensuring callers are directed
to the appropriate healthcare professional
·
Register new patients and process change of details
·
Clear and re-stock consulting rooms as per duty rotas
·
Keep the reception area, notice-boards and leaflet dispensers
tidy and free from obstructions and clutter
TELEPHONE
·
Process telephone requests for appointments, ensuring callers
are directed to the appropriate healthcare professional
·
Navigate the clinical system to book appropriate appointments
both here and for other sites
·
Deal with ad-hoc queries from both patients and other healthcare
providers
GENERAL
·
Have a knowledge of practice procedures and work in accordance
with written protocols
·
Take messages and pass on information in the most appropriate
way
·
File and retrieve paperwork, including photocopying and scanning
as appropriate
·
Process new patient records, ensuring packets are prepared in
accordance with practice procedures
· Computer
data entry, processing and recording information in accordance with practice
procedures eg capturing mobile phone numbers; smoking data for QOF etc
·
Book ambulances routinely and in an emergency
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 people’s needs for alternative methods of
communication and respond accordingly.
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, colleague, 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, the practice Health & Safety Manual, and the practice Infection
Control policy and published procedures. This will include:
· Using
personal security systems within the workplace according to Practice guidelines
· Identifying
the risks involved in work activities; reporting potential risks identified to
line manager and undertaking such activities in a way that manages those risks
· Using
appropriate infection control procedures, maintaining work areas in a tidy,
clean and safe way and free from hazard. Initiating remedial / corrective action where
needed.
· Actively
reporting of health and safety hazards and infection hazards immediately when
recognised
· Keeping
own work areas and general / patient areas generally clean, assisting in the
maintenance of general standards of cleanliness consistent with the scope of
the job holder’s role
· Awareness
of practice facilities and equipment in relation to infection control, ensuring
that provision of hand cleansing facilities, wipes etc are sufficient to ensure
a good clean environment, reporting lack of facilities to line manager.
· Making
effective use of training to update knowledge and skills
· Undertaking
periodic infection control training (minimum annually)
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 people’s 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
- Ensuring
all mandatory training is up to date and completed timely. This will
include (but will not be limited to) CPR and anaphylaxis; safeguarding
etc.
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 team’s performance
- Work effectively
with individuals in other agencies to meet patients needs
- Effectively
manage own time, workload and resources.
- Adhere
to practice policies, standards and guidance
- Participate
in audit where appropriate.
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