Job responsibilities
Job Title: Receptionist
Accountable
to: Support Manager
Job Purpose
To be the first point of contact
for patients and families and service users in a clinical environment.
To provide an efficient and
effective patient reception/administration function within the primary care
setting.
General Requirements
As part of a reception team
supporting a busy practice you will be the first point of call, either over the
telephone or face to face on reception, for patients/ service users; families
and visitors to the practice, using appropriate communication skills to support
access to the practice and the booking of appointments.
Principal Duties
Operating the administrative
functions of the services telephone booking system.
Front of house, welcome role,
meeting and greeting patients coming into the practice.
Work as a member of the reception
team providing all aspects of reception duties including taking & recording
messages, booking of appointments for patients and answering telephone
enquiries.
Process new patient registrations
and temporary registrations.
Respond appropriately to verbal
complaints and refer any unresolved issues to support/operational management
when necessary.
Use appropriate methods to
communicate effectively within a team i.e. email, attending meetings.
Carry out a variety of clerical
duties as and when required i.e. scanning, filing, faxing and photocopying.
Chaperone for a clinician if
requested.
Open post received on site(s) and
deal with it appropriately, scanning into SystemOne where required. To record
episodes from incoming items of post and log correctly. Provide administrative support for data
quality.
To assist with the daily
production of prescriptions, nomads & repeat dispensing.
To assist the support manager and
other practice staff with the induction of any new or temporary receptionist
staff.
Act upon Doctors requests to
follow up patients i.e. liaise with other agencies, secondary care, patients,
families and carers on the practices behalf (Tasks).
Deal with incoming telephone
calls and act upon each appropriately i.e. offer and book an appropriate
appointment, refer for further clinical advice.
Take and record messages for
clinical staff e.g. home visits and further medical advice.
Shared responsibility for
reception, waiting room and consultation rooms upkeep and tidiness including
leaflets and posters.
Reporting of faults, equipment
breakdown or failure, building maintenance to the support manager.
Process and acknowledge receipt
of monies from patients, as required.
Be aware of Health & Safety
policies and procedures and report any occurrences of incidents to management,
using the incident reporting procedure.
Opening and securing of premises
as required.
Other
To be responsible for continuing
personal development
To have an annual PDR with line
manager.
Support, network and provide
cover for sites across the Clover Group, as required.
Service Development
Assist in development of practice
policies and procedures.
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 implement
and lead on the full range of promotion and management of 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 (but will not be limited
to):
Ensure job-holders across the practice adhere to their
individual responsibilities for infection control and health and safety, using
a system of observation, audit and check, hazard identification, questioning,
reporting and risk management.
Maintain an up-to-date knowledge of health and safety
and infection control statutory and best practice guidelines and ensure
implementation across the business
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 across the
business
Making effective use of training to update knowledge
and skills, and initiate and manage the training of others
Using appropriate infection control procedures,
maintaining work areas
in a tidy and safe way and free
from hazards, and initiation of remedial/corrective action where needed
Actively identifying, reporting, and correction of
health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general/patient areas
generally clean, identifying issues and hazards/risks in relation to other work
areas within the business, and assuming responsibility in the maintenance of
general standards of cleanliness across the business in consultation (where
appropriate) with other senior managers
Undertaking periodic infection control training
(minimum annually)
Routine management of own team/team areas, and
maintenance of work space standards
Demonstrate due regard for safeguarding and promoting
the welfare of children.
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 that is welcoming to and of the
individual, is nonjudgmental 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
General
The main duties and
responsibilities shown above are not exhaustive but should merely be regarded
as a guide. The post-holder will be
expected to conduct any reasonable activities according to the service needs at
that time. These will be subject to
periodic review and may be amended to meet the
challenging needs of the service. The post-holder will be expected to
participate in this process and the organisation would aim to reach agreement
to changes.
