Job responsibilities
JOB
DESCRIPTION
JOB TITLE: RECEPTIONIST
ACCOUNTABLE TO: PRACTICE
MANAGER & PARTNERS
REPORTING TO: PRACTICE MANAGER & ASSISTANT MANAGER
HOURS: UP TO 30 HOURS PER WEEK
Job Summary:
The receptionist
is an important member of the Practice team.
The purpose of the
job is to provide a point of contact for patients, and act as a focal point of
communication between patients, doctors and other medical and non-medical
staff. The ability to communicate
confidently and effectively with patients, doctors, colleagues and other
agencies is therefore vital.
Job Responsibilities:
At the start of the day, open up the surgery and
prepare for morning surgery. Pass any
messages on as necessary. Ensure the security of the premises before
leaving.
Arrange patient appointment times and record
patient arrivals on the Practice computer system.
Receive and note messages by telephone,
record requests for home visits and other services provided by the
Practice. Ensure messages are appropriately
passed via the SystmOne appointment system to the relevant person.
Answer patient queries both in person and
over the telephone, including results of investigations, hospital appointments
and give advice on administrative matters.
Refer to other members of the Practice Team where appropriate.
Ensure accurate and detailed information is
given when accepting new patients, inform them of the way the Practice
functions and issue them with a Practice Leaflet.
Prepare repeat prescriptions on computer in
readiness for the doctors authorisation and signature. Review need for
follow-up according to Practice protocols and action as needed. Organise
prescriptions for collection or post.
Provide assistance in separately designated
hours with prescription related queries, where possible actioning repeats in
line with agreed protocols, ensuring patients are called for review as
necessary.
Check the action lists from doctors
concerning pathology results and communicate these to patients by phone or
letter. Ensure the Task list is actioned in a timely and effective manner.
Liaise effectively with doctors, nurses and
other Practice staff including attached professional staff such as midwives,
district nurses and health visitors, other external agencies such as the CCG,
hospitals, chemists, social services, to ensure relevant information is passed
on appropriately.
In collaboration with your reception manager,
ensure responsibility to provide reception cover when a team member is on
annual leave.
Additional Duties:
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 recognises 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.
- Taking
responsibility for own development, learning and performance and
demonstrating skills and activities to others who are undertaking similar
work
- Attending &
contributing to practice meetings
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 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
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
