Job responsibilities
Job Summary
To
be responsible for ensuring all reception duties are performed effectively
and to the required standard, meeting the objectives of the practice. Support
the reception manager in promoting equality and diversity, quality,
confidentiality, collaborative working, service delivery, learning and
development and carry out other duties as directed by the reception manager.
Generic Responsibilities
Equality, Diversity
& Inclusion
A good
attitude and positive action towards equality and diversity creates an
environment where all individuals are able to achieve their full potential.
Creating such an environment is important for three reasons: it improves
operational effectiveness, it is morally the right thing to do, and it is
required by law.
Patients and
their families have the right to be treated fairly and be routinely
involved in decisions about their treatment and care. They can expect to be
treated with dignity and respect and will not be discriminated against on
any grounds including age, disability, gender reassignment, marriage and
civil partnership, pregnancy and maternity, race, religion or belief, sex,
or sexual orientation. Patients have a responsibility to treat other
patients and our staff with dignity and respect.
Staff have
the right to be treated fairly in recruitment and career progression. Staff
can expect to work in an environment where diversity is valued, and
equality of opportunity is promoted. Staff will not be discriminated
against on any grounds including age, disability, gender reassignment,
marriage and civil partnership, pregnancy and maternity, race, religion or
belief, sex or sexual orientation. Staff have a responsibility to ensure
that you treat our patients and their colleagues with dignity and respect.
Safety,
Health, Environment and Fire (SHEF)
This practice
is committed to supporting and promoting opportunities for staff to maintain
their health, well-being, and safety. You have a duty to take reasonable care
of health and safety at work for you, your team, and others, and to cooperate
with employers to ensure compliance with health and safety requirements. All
personnel are to comply with the Health and Safety at Work Act 1974,
Environmental Protection Act 1990, Environment Act 1995, Fire Precautions
(workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to
maintaining an outstanding confidential service. Patients entrust and permit
us to collect and retain sensitive information relating to their health and
other matters, pertaining to their care. They do so in confidence and have a
right to expect all staff will respect their privacy and maintain
confidentiality at all times. It is essential that if, the legal requirements
are to be met and the trust of our patients is to be retained that all staff
protect patient information and provide a confidential service.
Quality & Continuous
Improvement (CI)
To preserve and improve the
quality of our output, all personnel are required to think not only of what
they do, but how they achieve it. By continually re-examining our processes,
we will be able to develop and improve the overall effectiveness of the way
we work. The responsibility for this rests with everyone working within the
practice to look for opportunities to improve quality and share good practice.
This practice continually
strives to improve work processes which deliver health care with improved
results across all areas of our service provision. We promote a culture of
continuous improvement, where everyone counts, and staff are permitted to
make suggestions and contributions to improve our service delivery and
enhance patient care.
Induction Training
On arrival at the practice
all personnel are to complete a practice induction programme; this is managed
by the Reception Manager.
Learning and Development
The effective use of training
and development is fundamental in ensuring that all staff are equipped with
the appropriate skills, knowledge, attitude, and competences to perform their
role. All staff will be required to partake and complete mandatory training
as directed by the training coordinator, as well as participating in the
practice training programme. Staff will also be permitted (subject to
approval) to undertake external training courses which will enhance their
knowledge and skills, progress their career and ultimately, enable them to
improve processes and service delivery.
Collaborative Working
All
staff are to recognise the significance of collaborative working. Teamwork is
essential in multidisciplinary environments. Effective communication is essential,
and all staff must
ensure they communicate in a
manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at St Stephens Medical
Partnership must adhere to the information contained with practice policies
and regional directives, ensuring protocols are adhered to at all times.
Staff will be given detailed information during the induction process
regarding policy and procedure.
Security
The security of the practice
is the responsibility of all personnel. Staff must ensure they remain
vigilant at all times and report any suspicious activity immediately to their
line manager. Under no circumstances are staff to share the codes for the
door locks to anyone and are to ensure that restricted areas remain
effectively secured.
Professional Conduct
At St Stephens Medical
Partnership, staff are required to dress appropriately for their role.
Administrative staff will be provided with a uniform whilst clinical staff
must dress in accordance with their role.
Leave
All
personnel are entitled to take leave. Line managers are to ensure all their
staff are afforded the opportunity to take their all of their leave
entitlement each year.
Working as a Team
The
receptionist will seek to embed the culture of working as a team at St
Stephens Medical Partnership by being willing to assist and support colleagues
with queries.
Primary Responsibilities
The following
are the core responsibilities of the receptionist. There may be on occasion,
a requirement to carry out other tasks; this will be dependent upon factors
such as workload and staffing levels.
Answer
incoming phone calls in a timely manner, transferring calls or dealing with
the callers request appropriately
Process repeat
prescriptions in accordance with the 48-hour turnaround policy
Complete all
tasks in a timely manner
Complete Docman
tasks in a timely manner following practice procedures
Participate in
the receptionist rota for lunch and cover.
Be flexible in
the approach to work and cooperate with the Lead Receptionist to ensure a
fair distribution of work across the team.
Provide fair
and proportionate cover in accordance with your contract of employment.
Facilitate the
induction of new members of staff.
Process
personal, telephone and e-requests for appointments
Signpost
patients to the correct service
Initiating
contact with and responding to, requests from patients, team members and external agencies
Read code data
on Emis Web.
Photocopy
documentation as required.
Maintain stocks
of paperwork to support reception (i.e., registration packs, ACR kits)
Data entry of
new and temporary registrations and relevant patient information as required
Input data into
the patients healthcare records as necessary
Direct requests
for information i.e., SAR, insurance / solicitors letters and DVLA forms to
the administrative team
Manage all
queries as necessary in an efficient manner
Maintain a
clean, tidy, effective working area at all times
Monitor and
maintain the reception area and notice boards
Support all
clinical staff with general tasks as requested
Participate in
patient recalls for clinics
Secondary Responsibilities
In addition to the primary
responsibilities, the receptionist may be requested to:
Provide
services across both Partnership sites to ensure adequate cover for holiday
and sickness absences and assist with room occupancy capacity.
Partake in
audit as directed by the audit lead
Support junior reception
staff development, providing guidance and direction
Ensure the
completion of opening and closing procedures in accordance with practice
policy
Management of
repeat prescriptions, ensuring they are processed accurately and efficiently
Support the
health promotion lead and display promotional material on the allocated
noticed boards and in the waiting room
Practice Standards to be embodied by
all employees:
1.
Attendance and punctuality reliability, good work ethic
2.
Communication and behaviour- listening skills, empathy,
flexibility, initiative, conflict resolution.
3.
Time management- identifying areas of priority.
4.
Customer/Patient service empathy, professionalism,
problem solving.
5.
Mandatory training
6.
Setting a good example for other team members- investing
time in others, teamwork.
7.
Job knowledge
8.
Written communication quality and accuracy.
9.
Integrity being open, honest, accountable, and willing
to learn from mistakes.
10.
Self-awareness knowing limitations, able to identify
areas for improvement