Receptionist (Doctor's Surgery)

Job description

Job responsibilities

ROLE SPECIFIC

To welcome all patients and visitors to the Practice at reception in a courteous and professional manner, ensuring they access services as appropriate and providing additional support as required i.e., interpreters

Answer incoming calls and process requests in line with current protocols

To use the electronic appointment system, booking and cancelling appointments, maintaining, and monitoring the system

Carrying out a range of administration tasks relating to clinical services and patient care, including but not limited to:

o Data entry on the clinical systems

o Extracting data

o Filing

o Scanning of documents

o Registering new patients

o Processing e-Consultations and Online Patient Services tasks

o Collecting and preparing pathology samples for transfer to the lab

o Reviewing and taking appropriate action to process incoming emails

Ensure that requests for repeat prescriptions are generated accurately and efficiently, following practice protocol

Process incoming and outgoing patients notes and medical reports in line with protocols

Opening and distributing post

Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies

To offer general assistance to colleagues/practice teams, communicating with clinical staff to complete requests and resolve problems

Opening and closing practice premises and maintaining security in line with protocols

Ensure Reception and Waiting rooms/Public areas are kept clean and tidy and reporting problems as they arise

Contribute to the Practice meeting targets set either internally or external i.e., QoF

Completing general administrative duties to support the Practice operation as required

CONFIDENTIALITY & DATA PROTECTION

Adhere to the Practices confidentiality agreement, Privacy Notice, and associated policies

Ensure the safe, secure, and appropriate handling of personal information and sensitive personal information, in accordance with the General Data Protection Regulations and Data Protection Act 2018

Be aware of the importance of protecting any confidential information about patients, staff members or the public

Report any confidential matter to the Practice Manager and/or Partners

Contribute to the creation of a safe space in which staff can discuss confidential and/or sensitive matters in support of their overall wellbeing and job experience

QUALITY

Apply Practice policies, standards, and guidance to own work

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

COMMUNICATION

Ensure effective communication with patients, carers, colleagues and others as required.

Recognise the importance of effective communication within the team

Strive to communicate effectively with other team members, patients, and carers

HEALTH & SAFETY

Adhere to all Health and Safety statutory obligations and legislation

Be aware of own responsibility for health and safety

Maintain high standards of hygiene

EQUALITY & DIVERSITY

Support the equality, diversity, inclusion, and rights of patients, carers, staff, and the public by acting in a way that recognises the importance peoples rights, respecting privacy, dignity, needs and beliefs of patients, carers, and staff, and behaving in a manner that is welcoming, non-judgemental and respecting of circumstances, feelings, priorities, and rights

Report instances of discrimination such as bullying, teasing, harassment, or exclusion of individuals, or any other equality problems within the Practice

PERSONAL & PROFESSIONAL DEVELOPMENT

Participate in any training implemented by the Practice in relation to this role

Participate fully in the Practices annual appraisal process

Identify and raise opportunities for own personal and/or professional development

Take responsibility for own development, learning and performance

Demonstrate skills and activities to others who are undertaking similar work

GENERAL

Attend and participate in meetings, as required

Ensure all administration records required are completed in an accurate and timely manner (including patient records)

Undertake other such duties as required by the Practice and/or the Partners, in light of the ever-changing environment and needs

Person Specification

Experience

Essential

• Good level of spoken English
• Experience of working with patients / customers both face to face and by telephone
• Experience in telephone call handling

Desirable

• Experience of working in a healthcare setting
• Experience of using an electronic appointment booking system
• Experience of using an electronic medical record system or similar
• Understanding of medical terminology

Knowledge and Skills

Essential

• Able to use IT systems competently (with appropriate training).
• Capable of maintaining accurate records and documentation.
• Good written and verbal communication skills.
• Able to develop and maintain positive working relationships.
• A willingness to work with others and respect their views.
• Ability to work as a team and on own initiative.
• Ability to remain calm under pressure.
• Flexible to the challenging demands of a busy surgery.
• Professional approach always.

Qualifications

Essential

• Good level of general education

Desirable

• GCSE grade A to C in English and Maths

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

Quedgeley Medical Centre

Address

Olympus Park

Quedgeley

Gloucester

GL2 4NF

Employer's website

https://quedgeleymedicalcentre.nhs.uk/ (Opens in a new tab)