Job responsibilities
JOB TITLE: RECEPTION / ADMINISTRATION
ASSISTANT
REPORTS
TO: RECEPTION
MANAGER
Job
summary:
Care Navigate - 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, either in person or via the
telephone
Job
responsibilities:
o Ensure
an effective and efficient reception service is provided to patients and any
other visitors to the practice
o Deal
with all general enquiries, explain procedures and make new and follow-up
appointments.
o Using
your own judgment and communication skills ensure that patients with no prior
appointment but who need urgent consultation are seen in a logical and
non-disruptive manner.
o Explain
practice arrangements and formal requirements to new patients and those seeking
temporary cover and ensure procedures are completed.
o Receive
and make telephone calls as required.
Divert calls and take messages, ensuring accuracy of detail and prompt
appropriate delivery.
o Enter
requests for home visits into the computer, ensuring careful recording of all
relevant details and where necessary refer to duty doctor/ANP.
o Action,
repeat and acute prescription requests and ensure that they are ready for
collection by the patient within 48 hours, or sooner if appropriate, through the computer system
o Prepare
lists and notes for all surgeries and clinics held, ensuring completion of all
associated paperwork.
o Advise
patients of relevant charges for private (non General Medical Services)
services, accept payment and issue receipts for same.
o Enter
patient information on to the computer as required.
- Patient
notes and correspondence:
o
Retrieve and
re-file records as required, ensuring strict alphabetical order is adhered to
o
Ensure
correspondence, reports, results etc. are scanned if appropriate and read
coded promptly in the correct records, ensuring that all recent correspondence
is available when patients are seen.
o
Ensure manual
records are kept in good repair with all necessary information on the outside
cover clearly visible.
Kitchen/Waiting Area
- Ensure the kitchen/ waiting area is kept
clean and tidy and keep in order in turn with other staff.
o
Open up
premises at the start of the day when first to arrive, de-activate alarm and
make all necessary preparations to receive patients.
o
When last to
leave at the end of the day, ensure that the building is totally secured,
internal lights are off and the alarm activated.
- Undertake any other additional duties
appropriate to the post as requested by the Partners or the Practice
Manager or Reception Manager
Key Skills:
Knowledge
of EMIS clinical system
Desirable
Knowledge
and experience or Word and Excel applications
Essential
Computer
third party applications and IT skills
Essential
Communicate
effectively with the rest of the PHCT in relation to job role and practice
initiatives
Essential
Customer
Service skills when dealing with the patients and outside agencies
Essential
Ability
to analyse data and act on results accordingly
Essential
Ability
to problem solve within scope of job description
Essential
Effectively
manage own time, workload and resources
Essential
Confidentiality:
- In the course of seeking treatment, patients
entrust us with, or allow us to gather, sensitive information in relation
to their health and other matters.
They do so in confidence and have the right to expect that staff
will respect their privacy and act appropriately
- In the performance of the duties outlined in
this job description, the post-holder may have access to confidential
information relating to patients and their carers, practice staff and
other healthcare workers. They may
also have access to information relating to the practice as a business
organisation. All such information from any source is to be regarded
as strictly confidential
- Information relating to patients, carers,
colleagues, other healthcare workers or the business of the practice may
only be divulged to authorised persons in accordance with the practice
policies and procedures relating to confidentiality and the protection of
personal and sensitive data
Health & safety:
The post-holder will assist in promoting and maintaining
their own and others health, safety and Security as defined in the practice
health & safety policy, the practice health & safety manual, and the
practice infection control policy and published procedures. This will include:
- Using personal security systems
within the workplace according to practice guidelines
- Identifying the risks involved in
work activities and undertaking such activities in a way that manages
those risks
- Making effective use of training
to update knowledge and skills
- Using appropriate infection
control procedures, maintaining work areas in a tidy and safe way and free
from hazards
- Actively reporting of health and
safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general
/ patient areas generally clean, assisting in the maintenance of general
standards of cleanliness consistent with the scope of the job holders
role
- Undertaking periodic infection
control training (minimum annually)
- Reporting potential risks
identified
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 recognizes the
importance of peoples rights, interpreting them in a way that is
consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and
beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to
and of the individual, is non-judgmental and respects their circumstances,
feelings priorities and rights.
Personal/professional development:
The post-holder will participate in any training programme implemented
by the practice as part of this employment, such training to include:
- Participation in an annual individual
performance review, including taking responsibility for maintaining a
record of own personal and/or professional development
- Taking responsibility for own development,
learning and performance and demonstrating skills and activities to others
who are undertaking similar work
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
- 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
- Work effectively with individuals in other
agencies to meet patients needs
- Effectively manage own time, workload and
resources
Communication:
The post-holder should recognize the
importance of effective communication within the team and will strive to:
- Communicate effectively with other team
members
- Communicate effectively with patients and
carers
- Recognize peoples needs for alternative
methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
- Apply practice policies, standards and
guidance
- Discuss with other members of the team how
the policies, standards and guidelines will affect own work
- Participate in audit where appropriate