Job responsibilities
Job summary:
The purpose of the role is to:
• 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
• Undertake a variety of administrative duties to assist in the smooth
running of the practice including the provision of secretarial and
clerical support to clinical staff and other members of the practice
team
• Facilitate effective communication between patients, members the
primary health care team, secondary care and other associated
healthcare agencies
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice
reception/administration team may include any or all of the items in the
following list. Duties may be varied from time to time under the direction of the
practice manager, dependent on current and evolving practice workload and
staffing levels:
• To have a thorough working knowledge of all practice procedures
• To work in accordance with practice protocols
• Maintaining and monitoring the practice appointments system
• Processing personal and telephone requests for appointments,
visits and telephone consultations and ensuring callers are directed
to the appropriate healthcare professional.
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information accurately
• Filing and retrieving paperwork
• Processing repeat prescriptions in accordance with practice
guidelines
• Computer data entry/data allocation and collation; processing and
recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients,
other team member and associated healthcare agencies and
providers
Apprentice Receptionist
• Clearing and re-stock consulting rooms as required
• Providing clerical assistance to practice staff as required from time
to time, including word/data processing, filing, photocopying and
scanning
• Ordering, re-ordering and monitoring of stationery and other
supplies
• Dispose confidential waste appropriately
• Provision of refreshments for staff and visitors as required; loading
and emptying the dishwasher and keeping the kitchen area clean
and tidy
• Keeping the reception area, notice-boards and leaflet dispensers
tidy and free from obstructions and clutter
• Ensure building security – have thorough knowledge of
doors/windows/alarm
• Participate in team meetings
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, 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 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
• 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
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified
Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers
and colleagues, to include:
Apprentice Receptionist
• 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
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 patient’s
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 people’s 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
