Receptionist / Administrator

Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Receptionist / Administrator

REPORTS TO: Deputy Practice Manager

Job Summary:

The purpose of the role is to:

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Undertake a variety of duties to assist in the smooth running of the practice.

Facilitate effective communication between patients, members the primary health care team and other attached staff.

Duties and Responsibilities:

Administrative duties such as processing and recording information in a timely manner.

Ensure an effective and efficient 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.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.

Booking ambulances and interpreters as required.

Registering patients on the on-line system and dealing with on-line prescriptions.

Dealing with the day to day running of the computer system and entering patient information on to the computer as required.

Making sure the reception area is left tidy and ready for use by incoming colleagues, together with information about any unsolved or urgent matters.

Observe patient confidentiality at all times.

Charging patients the appropriate amount for private work (medical reports) , providing a receipt to the patient and recording the charge in the Petty Cash book.

Handle all specimens if applicable in accordance with Health and Safety policies.

Be familiar and comply with all Practice policies, rules and guidance.

Ensure all records are accurately maintained and securely stored.

Attend and participate in practice meetings.

Undergo training as may be required to develop your skills and abilities.

Attend refresher and update training for medical emergencies and CPR.

Act in accordance with the practice rules and code of conduct.

All staff at The Crookes Practice have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates and environment where all individuals are able to 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, gender, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief 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, gender, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your 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 and other statutory legislation.

Confidentiality

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

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, 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 practice to look for opportunities to improve quality and share good practice.

This practice 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.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Administration Manager.

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 and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at The Crookes Practice must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At The Crookes Practice staff are required to dress appropriately for their role.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• GCSE Mathematics & English
• NVQ Level 2 in Health and Social Care

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Competent in the use of Office and Outlook

Desirable

• Experience of reception duties
• Experience of working in a health care setting
• SystmOne user skills

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Knowledge / Skills

Essential

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

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 Crookes Practice

Address

203 – 205 School Road

Crookes

Sheffield

South Yorkshire

S10 1GN

Employer's website

http://www.thecrookespractice.co.uk/ (Opens in a new tab)