Job responsibilities
Reception duties include the following: (this list is not exhaustive)
Booking telephone appointments through inbound calls.
Calling and messaging patients with regards to their care needs - managing appointments and health campaigns and working with priorities set by the management team.
Updating patient records - Accurate information and full documentation of actions.
Processing online consultation forms.
General administrative tasks.
Ability to differentiate differing needs of a wide population and adjust processes and protocols to suit the patient need.
Safeguarding vulnerable patients - full training provided as first point of contact to recognise and flag safeguarding concerns.
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. Efficiently use numerous IT applications to maintain accurate patient records.
The post holder will form part of the multidisciplinary team providing high quality care for patients of the practice. The role of Receptionist is fundamental to the smooth running of the practice and has a unique role in building relationships with patients
The post holder will be the first point of contact for patients at the practice. The role is varied and includes face to face work with the public and administration duties. The post holder will need to have a clear understanding of customer care and be able to work as part of a team.
Job Responsibilities:
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits into the visit list, ensuring careful recording of all relevant details and where necessary refer to On-Call Doctor.
- Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours (2 working days) or forwarded to the correct pharmacy
- Prepare notes/labels for specific clinics held, ensuring completion of all associated paperwork i.e. Travel Clinic paperwork
- Advice patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Patient notes and correspondence:
o Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
o Ensure correspondence, reports, results etc are scanned/filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
o Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.
- Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
- Premises: SECURITY
o Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
- Ensure that all new patients are registered onto the computer system promptly and accurately
- Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
- Overtime is also needed to help cover annual leave and staff sickness, this overtime is mutually agreed with the Reception Team Leader.
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, raise and review significant events and help with audits and surveys to maintain quality assurance.
- 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