Receptionist

Job description

Job responsibilities

Main duties and responsibilities

Reception desk duties

Ensure each patient/visitor to the practice always receives a high-level of customer care/service

Ensure that the patient journey is to a high standard, and any queries are dealt with effectively and in an empathetic manner

Monitor the flow of patients into the consulting and treatment rooms.

Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner.

Provide support to all clinical staff as and when required ensuring that communication with patients is always maintained

Respond to all queries and requests for assistance from patients and other visitors, including assisting patients to complete the relevant NHS forms

Action any admin tasks and requests in an efficient and effective

Ensure that requests for prescriptions are actioned where possible within one working’ day.

Follow Practice procedures for opening and closing of all sites

Ensure total familiarity with all the appointment systems including the regular and incidental variations.

Book appointments and recalls.

Call Handling Duties

Provide a high level of service when covering the phones and ensure patients are signposted appropriately

Answer phones in a timely manner and ensure they are dealt with in an effective way

Ensure the practice guidance for identifying patients and greeting patients when they call the practice is always followed

Manage all telephone and home visit requests as per the practice process ensuring that all patient contact information is up to date.

Participate in 121 meeting to review the quality of calls through call recordings and reflect on any improvements if required

Carry out any other reasonably delegated duties considered appropriate to the post

Communication and relationships

Liaise with members of the Practice, other NHS organisations and outside agencies.

Communicate sensitively and effectively with others, using active listening and adapting communication style and method as necessary to meet their needs, participating in meetings as required.

Team working

Understand own role and scope in the practice.

Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner.

Organisation/Quality

Ensure that any data entered into the computer is done accurately.

Understand and follow the requirements of confidentiality (including General Data Protection Regulation - GDPR) and the Freedom of Information Act and refer on any queries as appropriate.

Participate in quality improvement initiatives, including Significant Event Analysis and PAIRS.

Support the aims and objectives of the Practice and contribute to the on-going development of the Practice as required.

Follow Practice policies, including Health and Safety, Security and Confidentiality.

Practice development and clinical governance

Participate in primary healthcare team meetings when required.

Provide data, as requested, for practice development plans and report.

Be aware of practice policies on risk management / incident reporting and health and safety and operate appropriate procedures for minimising risk.

Be aware of issues related to own development and be committed to participate in training and education.

Training, learning and development

Undergo regular appraisal, supervision and training as necessary to update skills and knowledge

To ensure compliance with the Practice Mandatory Training Programme

To participate in the monthly Practice Synergy Sessions

Provide training to other staff in work relevant to this post.

Participate in the induction of new staff, students and other attached professionals

Equality and diversity

Respect the privacy, dignity and beliefs of patients, carers, visitors and co-workers. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc.

Be aware of procedures regarding protection of children and vulnerable adults, including Practice and NHS policies. Follow the guidance and policies and take action in an appropriate manner.

Management of risk / health, safety and security

Follow Health & Safety Policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the incident reporting system.

Use the personal security systems within the workplace according to Practice guidelines.

Follow infection control procedures.

Employees must take reasonable care for the Health and Safety of him/herself and / or others who may be affected by his/her acts or omissions at work.

No person shall intentionally or recklessly interfere with or misuse anything provided in the interests of Health, Safety or Welfare.

Confidentiality

All information relating to patients and staff gained through your employment and after leaving employment with Brownlow Health is confidential. Disclosure to any unauthorized person is a serious disciplinary offence or may result in litigation.

Other

Any other reasonable delegated duties considered appropriate to the post.

Give good and regular attendance.

Maintain a tidy and organised work area.

The post-holder:

Is advised that the job description describes responsibilities as they are currently required and these are subject for review and updating in the light of changing service needs. Any changes will be subject to consultation as part of the annual appraisal.

Should be aware that job descriptions are not fixed although every effort is made to ensure that the responsibilities reflect what you are being asked to do. However by the nature of the business that Brownlow Health undertakes this demands flexibility in order to provide a service to our patients and Doctors. The job title and description may be amended and you may be asked to undertake additional duties not specified that may be reasonably required

May be expected to work at any of the medical practice sites in line with service needs

This job description is not intended to be exhaustive but to indicate the main areas of responsibility. It may be changed after consultation with the post holder

Person Specification

Personal skills and Abilities

Essential

• Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
• The ability to work independently and use initiative
• The ability to produce work that is accurate, thorough and well presented.
• A friendly and approachable manner, good with people skills, showing understanding, care and assertiveness when appropriate.
• A conscientious approach and commitment to working in an adaptable and flexible manner.
• The ability to work calmly and effectively and deal with multiple demands even when busy.
• The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
• The ability to deal with personal information sensitively and respect peoples right to confidentiality.
• The ability to work positively as a member of a busy team.
• The ability to influence others positively, negotiate constructively and resolve conflict successfully.
• The ability and willingness to engage with individuals to improve their personal performance.
• The ability to give good and regular attendance.

General

Essential

• A commitment to support the delivery of the best possible service to a diverse inner-city population.

Desirable

• Training or qualifications in customer service, administration, IT or other related areas.
• Experience of clerical work.

Knowledge, training and experience

Essential

• A sound general education to GCSE level or equivalent, or equivalent working experience.
• A good standard of grammar and spelling in the English language.
• Experience of using computers, with good keyboard skills.
• Experience of dealing with the general public, preferably in a customer service environment.
• Good administrative and organisational skills, with the ability to prioritise work.

Desirable

• Recent experience within a GP setting or office environment
• Experience of GP database systems

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

Brownlow Group Practice

Address

Brownlow Health @ Pembroke Place

70 Pembroke Place

Liverpool

Merseyside

L69 3GF

Employer's website

https://www.brownlowhealth.co.uk/ (Opens in a new tab)