Job responsibilities
Job Summary:
To ensure that visitors and clients are received in an excellent and professional manner, and assist the Reception Team Leader in ensuring that all reception areas operate a high quality service at all times, helping to provide the seamless delivery of Front of House services.
Job Responsibilities:
To provide the professional greeting of clients and visitors, to the highest standards.
To manage all enquires accurately, not limited to but including the booking/changing/cancelling of appointments, whether in person or via the telephone for practice clinical services.
To efficiently support the appointment system for practice clinical services, and monitor flow of patients into consulting and treatment rooms.
Administration
To contribute to the development and implement professional standards for the greeting and management of reception services to our customers, in conjunction with the Reception Team Leader and wider practice leadership team.
To assist the Reception Team Leader in dealing with complaints in accordance with Partnerships Complaints Procedure as appropriate.
To explain partnership arrangements and formal requirements to new patients, and ensure their smooth and efficient registration.
To advise patients of relevant charges for private services, accept payment andissue receipts in line with practice policy.
To ensure that patients without appointments; but who require urgent consultationare dealt with in a logical and non-disruptive manner in line with partnership policy.
To assist that requests for home visits and urgent appointments are dealt with efficiently and in accordance with partnership policy.
To administrate regular patient satisfaction surveys are undertaken and collated as requested by the Reception Team leader.
To assist the Reception Team Leader in capturing that other patient feedback is incorporated into Partnerships standards as far as possible to improve services in conjunction with the Reception Team Leader and Practice leadership team.
Attend staff meetings for reception as appropriate.
Regularly contribute to the delivery of the above programmes by bringing new ideas to the workplace.
Working with Back of House Team
Work in conjunction with Administration team to ensure that all paperwork (incoming and outgoing) is processed efficiently and accurately.
Work with the Administration team to ensure coordination and support as appropriate for practice recall programmes.
Assist the Reception Team Leader in ensuring that prescription requests are processed accurately and efficiently, and in a timely manner in accordance with practice policy.
Information Technology
Have full understanding of patient appointments and registration systems, including the telephony systems.
Have a working knowledge of all pertinent software and hardware, including Docman, Accurx, and EMIS web as required by the job role.
Deal with IT problems in the first instance relating to the reception team, and liaise asappropriate with the IT technical lead, and/or Reception Team Leader.
Building
Ensure consulting rooms are stocked with appropriate and secured paperwork prior to consulting sessions.
Deal with opening and closing of the building, ensuring all security/alarms systems are in place, including all windows and doors, and lighting and IT systems are adequately secured.
Information
To assist the Reception Team Leader in ensuring that the Clinical and non-clinical staff as well as the practice leadership team are kept fully informed of changes in procedures, and issues arising from the front of house team in a timely way.
Act as a source of information, for both patients and Practice staff with respect toFront of house issues.
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 Partnership 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 Partnership may only be divulged to authorised persons in accordance with the 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, to 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
Reporting potential risks identified to the management.
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 Partnership 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 Partnership, 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 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.
This job description is designed to reflect duties currently incorporated in this post. These may change in light of a change in the service provided by the Partnership, but any such change will be fully discussed with the post holder.
