NHS GP Receptionist

Job description

Job responsibilities

Job Summary:

To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

Primary key responsibilities

following are the core responsibilities of the receptionist/administrator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Maintaining and monitoring the practice appointment system

Process personal, telephone and e-requests for appointments

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

Action all incoming faxes

Signpost patients to the correct service

Process incoming and outgoing mail

Initiating contact with and responding to, requests from patients, team members and external agencies

Process referrals to external agencies such as secondary care using the electronic referral system (ERS)

Process calling letters are requested

Process all DNA letters in accordance with current policy

Action GP2GP tasks

Read code data on the clinical system

Photocopy documentation as required

Process repeat prescriptions, ensuring they are processed accurately & efficiently

File and store records as required

Data entry of new and temporary registrations and relevant patient information as required

Input data into the patients healthcare records as necessary

Scanning of patient related documentation and attaching scanned documents to patients healthcare records

Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team

Manage all queries (including administrative queries) as necessary in an efficient manner

Carry out system searches as requested

Maintain a clean, tidy, effective working area at all times

Monitor and maintain the reception area and notice boards

Support all clinical staff with general tasks as requested

Secondary responsibilities

In addition to the primary responsibilities, the medical administrator may be requested to:

Partake in audit as directed by the audit lead

Support administrative and reception staff, providing cover during staff absences

Complete opening and closing procedures in accordance with the duty rota

Ordering and monitoring of stationery supplies

Generic responsibilities

All staff at SJWMP have a duty to conform to the following:

Equality, Diversity and Inclusion (EDI)

A good attitude and positive action towards EDI creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons it improves operational effectiveness, it is morally the right thing to do and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the:

Health and Safety at Work Act 1974,

Environmental Protection Act 1990,

Environment Act 1995,

Fire Precautions (workplace) Regulations 1999

Coronavirus Act 2020

Other statutory legislation which may be brought to the post holders attention.

Confidentiality

The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.

It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.

Quality and Continuous Improvement (CI)

To preserve and improve the quality of this organisations outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.

SJWMP continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in and complete mandatory training as directed by the practice. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate.

The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).

The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Collaborative working

All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.

Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery

Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.

Plans and outcomes by which to measure success should be agreed.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.

Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.

Security

The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

Staff are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English

Experience

Essential

• Experience of dealing with the public

Desirable

• Experience of working in a GP practice

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

St Johns Wood Medical Practice

Address

Brampton House

60 Grove End Road

London

NW8 9NH

Employer's website

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