Job responsibilities
Job Summary:
It is the responsibility of each receptionist to assist in the smooth
running of the Practice in general, and the reception area in particular, and
to project a positive and friendly image to our patients and other
professionals who may contact us either in person or via the telephone.
To facilitate patients accessing the clinical
care provided by the practice.
To support the clinical staff in providing that
care.
To act as first point of contact for anyone
accessing the practice.
Accountable to: General Practitioners (for medical matters) Practice
or Assistant Manager (for all other matters)
KEY RESPONSIBILITIES:
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To ensure that all visitors and telephone callers
to the practice are greeted professionally.
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To ensure all telephone calls are managed appropriately.
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To manage the flow of patients arriving at the
reception desk, for appointments, prescriptions or queries.
- To ensure the clinical staff receive medical
records as requested.
-
To ensure that repeat prescriptions are generated
accurately and efficiently, within the 48 hours specified by the practice.
KEY TASKS:
Reception duties:
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Greeting and booking in or patients for surgeries
and clinics.
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Dealing with patient enquiries efficiently and
courteously.
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The receiving and recording of telephone messages
taking appropriate action.
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Making appointments on EMIS, by processing
appointment requests for today, future appointments from patients in person and
on the telephone.
- Restoring the telephone service in the morning
and checking for any messages.
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Dealing with all telephone queries/requests from
patients, and acting as liaison with the Doctors/Nurses as necessary.
Pulling and filing medical records as necessary.
-
Processing repeat prescriptions and filing for
collection within 48 hours.
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Taking home visit requests.
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Advising patients of relevant charges for private
services.
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Receiving specimens from patients ensuring all
their details have been recorded whilst following Health & Safety policy.
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Tidying waiting room after surgery, ensuring
premises are kept tidy between visits from the cleaning staff.
Administration duties:
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To have a thorough knowledge of all practice
policies and procedures.
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To work in accordance of written protocols.
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Provide administrative support for clinical
staff.
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Filing patient records and correspondence when
necessary.
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Opening and distribution or practice post.
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Registering new patients following the
Registration Protocol.
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Scanning of documents onto the medical system.
All scanning should be cleared daily.
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To send letters to patients as necessary.
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Changing details on EMIS i.e. Change of address,
telephone numbers etc.
- Other Information:
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Cover for other Reception team members may be
required for sickness and annual leave.
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Ensuring building security/premises at the end of
the day and ensure the building is totally secured, internal lights off and alarm
activated.
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To carry out any other duties agreed between
employee and the practice to ensure the smooth running of the practice.
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 Staff Handbook and the Practice
Infection Control Policy, this will include:
Using personal security systems with 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
Keeping own work areas and general/patient areas
free from hazards.
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 recognises 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.
Participate in audit where appropriate.
Communication: The post-holder should recognise the importance of effective
communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise peoples needs for alternative methods
of communication and respond accordingly
NHS Pension Scheme: The post holder will automatically be enrolled in
the NHS Pension Scheme (subject to eligibility checks) unless they wish to opt
out.
