GP Receptionist

Job description

Job responsibilities

SUMMARY

The purpose of the role is to:

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
• Undertake a variety of reception and administration duties to assist in the smooth running of the Practice
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated health care agencies

MAIN DUTIES AND RESPONSIBILITIES

Reception Desk

• Welcome and greet patients, members of the public and visitors to the Practice in an appropriate, friendly and courteous manner and advise of any delays
• Maintaining and monitoring the Practice appointments system
• Accurate recording of all patient-related information into the correct patient medical record including visits and over the reception desk conversations
• Ensure medical records are kept to a good standard of presentation
• File signed prescriptions accurately and undertake patient information checks appropriately on collection of prescriptions
• Ordering of repeat prescriptions using our web-based software (EMIS)
• Checking the Did Not Attend (DNA) appointments with doctors/nurses on the day, following up with the patient and document this on the consultation screen
• Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstructions
• Handling samples presented by the patients appropriately and in line with the practice protocol
• Taking delivery of items ordered by Practice members and storing in the correct location in a timely manner, observing health and safety rules
• Welcome new patient registrations by providing appropriate documentation an information
• Take payments from patients for service including travel vaccines, medicals etc..
• Handling of external and internal post as and when required
• Administration duties such as coding hospital letters.
• Any other duties that may be requested by the Doctors, Practice Nurses or the Practice Manager

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members, attend Practice meetings and contribute as necessary.
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

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
• To work in accordance of all Practice written protocols

Quality

• The post holder will strive to maintain quality within the practice

• Explain practice arrangements and formal requirements to new patients and temporary residents and ensure relevant procedures are completed

• Effectively manage own time, workload and resources

• Work effectively with individuals in other agencies to meet patients needs

• Contribute to the effectiveness of the team by reflecting on own and team activities and be proactive in forward planning and identifying and implementing improvements to enhance the reception teams performance

• Assess own performance and take accountability for own actions, either directly or under supervision

• Alert other team members to issues of quality and risk

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

• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Safeguarding

The Thornton Practice is committed to safeguarding and promoting the welfare of all children and young people and vulnerable adults who attend the surgery, either as patients or when accompanying patients. The post-holder will be expected to share this commitment. If the post-holder has a concern regarding a child or young person or vulnerable adult they have a duty to act upon that concern. This may mean sharing that concern with another professional and following local and national guidance.

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 appraisal, 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
• Annual Resus Training

Information management and technology

• Providing clerical assistance to practice staff as required including word/data processing, filing, photocopying and scanning

• Use of computer system including internet activity which is utilised as a means of communication both internally and externally

Other tasks:

• The ability to work in a well organised and professional manner to meet the demands of the work, maintaining concentration and accuracy

• To undertake any other responsibilities, agreed through consultation to maintain a high standard and efficient service to registered patients

• Possess the ability to self-motivate, organise and prioritise own workload

• Ability to work alone or as part of a team

Important Note

Please note that because the general practice framework is subject to national/local amendments, this job description is likely to alter with time. It is intended to be reviewed and amended in consultation with the post-holder at intervals of no more than twelve months.

Person Specification

Qualifications

Essential

• Maths and English to Grade C / Level 5 or above. Equivalent experience

Desirable

• A Level / NVQ Level 3 qualifications

Experience

Essential

• Strong Customer Service awareness, including strong communication skills
• Empathy / caring
• Logical thinker who can provide a rationale for decision made
• Flexible Team player who recognises the value and importance of working in a team and getting the job done
• Ability to think of the situation presented by the patient and be able to judge the desired outcome
• IT skills

Desirable

• Experience in Primary Care
• Experience in other public facing roles, especially NHS roles and appreciation of Fylde Coast Health services set up
• Experience of work in customer service / health sector across multiple functions
• Strong analytical and influence skills

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

The Thornton Practice

Address

The Thornton Practice

Church Road

Thornton-cleveleys

Lancashire

FY5 2TZ

Employer's website

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