Job responsibilities
REPORTING TO LINE MANAGER: Rose Denis-Girard
GP LEAD: Dr E Kong
APPOINTMENT
The receptionist is the first contact point for patients and visitors to our practice. At all times the receptionist should command a professional, friendly and polite manner. As part of the administrative team, the receptionists role is to assist in the smooth and efficient running of the practice, to adhere to protocols and policies at all times in line with the practices strategy, goals and values.
The post-holder will:
- Be responsible to the Practice Manager for their actions, responsibilities and practice tasks.
- Work with all the staff in the practice and should carry out tasks with them in a professional manner, seek to establish and maintain productive relationships with them in order to promote mutual understanding and the highest standards of service delivery.
- Liaise with the Practice Manager on all matters concerning administration, pay and service conditions.
- Identifying his/her own training and development needs to be discussed within staff appraisal.
(Performance will be appraised annually in accordance with the Staff Appraisal Scheme).
Key Tasks
Administrative / Reception
Be aware of the importance of the receptionists role in ensuring that every patients visit is as pleasant and effective as possible.
Greet patients at the desk and if required escort them to and from the surgery, dealing with the patients in a pleasant and accommodating manner.
Make appointments for patients in person or on telephone for their visits.
Be able to communicate comfortably and effectively with patients about money and accept payments for treatments in the appropriate manner.
Dealing with financial transactions leading to full reconciliation at the end of the day.
Answer the telephone in a personal way and make telephone calls to patients as appropriate.
Opening up of reception, checking answer phone and emails, etc. to start the business of the day.
Ensure waiting area is welcoming at all times.
Be capable of using a computer system within the Practice effectively. Operate the appointment system in the Practice on the computer. Clinical system used Systm 1.
Administer the patient recall system.
Be responsible for the input of patient information and change of contact details onto the computer database.
Be able to type letters if necessary.
Ensuring that the Practice Manager knows about patient complaints and comments.
Ensure lab work is dispatched on time.
Ensure all incoming parcels are actioned according to reception protocol.
Maintain and accurately file records and update information from patients.
Ensure patients are given all necessary paper work and all forms are signed and dated correctly. These are then updated on the practice software.
Check on daily appointment text reminders to patients that have not been delivered
Complete any reasonable duties requested by the Practice Manager.
General
Ensure that medical emergency procedures, fire procedures, accident reports and the checking and maintenance of stock levels and equipment are maintained.
Help provide a comfortable, attractive, clean and uncluttered environment for the patients.
Maintain professional attire and a professional manner and appearance.
Ensure the practice reception areas are clean and tidy at all times.
Be flexible with hours of work in the case of a patient emergency.
Be flexible with hours of work to cover sickness and holidays, if required, which will occasionally may be outside of your normal working pattern.
Business Planning/Training
Participate in Practice marketing plans.
Participate in courses and/or training as requested.
Participate in Practice Meetings.
Such other duties as is reasonable to perform.
HEALTH AND SAFETY
All practice staff are to comply with the Practice Health & Safety Policy whilst taking all possible steps to safeguard the health, safety and welfare of staff patients and colleagues during working hours, in accordance with the Health and Safety at Work Act 1974.
CONFIDENTIALITY
All practice staff are to be aware of the need to preserve strict confidentiality in dealing with patients and should not disclose information obtained in confidence except to authorised persons or organisations as instructed. All practice staff are to comply with the Practice Confidentiality Policy.
DATA PROTECTION
All practice staff are required to comply with the Data Protection Act 1984 which regulates the use of computerised information. All practice staff must comply with the Practice Data Protection Policy and Data Security Policy. All requests for records are communicated to the Practice Manager.
NO SMOKING POLICY
The Practice has a no smoking policy on the Practice premises including surrounding areas.
STATEMENT OF RESPONSIBILITIES
The job description and allocation of particular responsibilities may be amended by agreement from time to time.