Job responsibilities
JOB SUMMARY:
Receive, assist and direct patients in accessing the
appropriate service or healthcare professional in a courteous, efficient and effective
way.
Provide general assistance to the practice team and project
a positive and friendly image to patients and other visitors in a courteous,
efficient and effective manner.
MAIN DUTIES AND RESPONSIBILITIES:
All receptionists are expected to carry out core duties, as
described below. These are grouped into specific areas of the job. In addition,
there are specialist duties carried out by receptionists; at least two
receptionists must be capable of carrying out each of these specialist
functions. These are allocated to staff after initial orientation in the job
and further training will be given for these.
Core Duties:
A. Face to face patient contact at reception desk ''front of
house''
• Ensure an effective, efficient, welcoming and polite
reception service is provided to patients and any other visitors to the
practice.
• Deal with all general enquiries, explain procedures and
make new and follow-up appointments on the computer.
• Using judgement and communication skills to ensure
patients with no prior appointment, but who need urgent consultation are seen.
• Explain practice arrangements and formal requirements to
new patients and those seeking temporary cover and ensure procedures are
completed.
• Be aware of what is going on in the waiting area and alert
to problems.
B. Telephone Skills
• Make appointments over the telephone using the
computerised booking system ensuring patients are given the option of their
preferred doctor or an urgent appointment with any doctor and helping them make
an informed decision regarding this.
• Take messages and advice calls for doctors, entering these
on the computer with accuracy of detail following the protocol.
• Enter requests for home visits onto the duty doctor
computer screen and passing them to the duty doctor as they come in ensuring
careful recording of all relevant details.
• Giving results out to patients according to the result
protocol.
• Dealing with calls from other professionals enquiring
about patients or wishing to speak to doctors.
C. Repeat Prescriptions
• Understand the repeat prescription system in the surgery
and be able to follow the protocol.
• Deal with prescription requests including checking
prescriptions before given and when to ask for urgent requests to be passed to
the duty doctor.
• Helping patients understand the system.
• Keeping the prescription inbox tidy and up to date.
• Monitoring the email inbox and EMIS for incoming requests
for repeats.
• Prepare repeat prescriptions according to the practice
protocol
D. Paperwork and IT
• Be aware that as a paperless practice every piece of
information coming into the practice must be handled according to the in-house
protocols for paperwork in an accurate and timely manner.
• Understand with training how the computer system works for
clinical records and all other administrative tasks.
• Be able to record relevant information on the computer
according to reception protocols.
• All patient contacts and information given out must be
entered into the computer records.
• All results given to patients are recorded when given
either on the phone or in person.
• Be able to use the computer to help a patient with
enquiries.
• Investigate and resolve problems in the day-to-day use of
computers, printers and other IT related equipment.
• Ensure the effective running of the practice’s IT network
and e-mail system.
• Daily computer back-up.
• Ensuring back-up tapes sent to appropriate organisation re
validation.
• Be the first point of contact with the helpdesks of the
clinical and other system suppliers and keep a track of problems and actions.
• To become proficient in all areas of the It systems and be
able to train other users, both clinical and non clinical.
• Report to the Practice Manager any significant events
relating to the IT system.
• Assist the Practice Manager in the ongoing development and
implementation of the Practice’s IT system and policies.
• Dealing with registrations and deductions
E. Patient Paper Records.
• Retrieve and re-file records as required, ensuring strict
alphabetical order is adhered to.
• Ensure that records are kept in good repair with all
necessary information on the outside cover clearly visible.
• Tidy up (“cosmeticise”) notes received from the PCSE ready
for summarising according to protocol.
• Record on the computer where notes are in the building.
F. General Duties
• Open up premises at the start of the day, de-activate
alarm and make all necessary preparations to receive patients as per the list
of morning duties.
• Close down the building at the end of the day ensuring
that all the duties for closing down are completed.
• Make and serve refreshments, ensure the kitchen is kept
clean and tidy and air the waiting room in turn with other staff.
• Stock Doctors’ rooms with standard consumables and change
clinical waste bags and boxes following health and safety procedures.
• Any other additional duties appropriate to the post as
requested by the Partners or Practice Manager
Additional duties with experience and training:
• Administer the production of patient reports for insurance
purposes.
• Administer the production of patient reports for
solicitors.
• Deduct patients.
• Administer the forward log of requests for post natal, medical
check and minor operations, and book patients in when appointments become
available.
• Manage the computer server back ups
• Check patient records and record indicators for smears,
mammograms and childhood immunisations
• Check invoices from out of hours organisations against the
practice clinical records
• Prepare the weekly despatch to PCSE
• Administer systems for other specific types of forms
• Managing Incoming Computer test results
• Scanning
• Secretarial support/typing letters
Personal Development and Training
• To take part in an annual confidential appraisal with the
Practice Manager and a named Partner.
• To attend reception staff meetings as required and other
training sessions as offered.
• To identify training needs with the Manager and take part
in informal training sessions for these needs.
• To be willing to learn and be open to feedback.
Health and Safety
The post-holder will assist in promoting and maintaining
their own and others’ health, safety and security as defined in the practice
Health and Safety Policy.
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 people’s
rights, interpreting them in a way that is consistent with practice procedures
and policies, current legislation.
• Respecting privacy, dignity, needs and beliefs of
patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the
individual, non-judgmental and respects their circumstances, feelings and
rights.
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.
• Work effectively with individuals in other agencies to
meet patients’ needs.
• Effectively manage own time, workload and resources.
You will be expected to:
• Observe strict confidentiality on all matters relating to
the Practice and it’s patients.
• To read and follow practice protocols as in the staff
manual.
• Bring a high level of responsibility to your job
