Job responsibilities
JOB SUMMARY: This
member of staff is a very important ambassador for the surgery, the first point
of contact and a vital link to all the services the surgery offers.
JOB PURPOSE
Providing
a friendly, efficient and confidential service to patients by booking their
appointments and handling their general enquiries. Supporting the primary
health care team by preparing their surgeries and dealing with their day to day
enquiries.
The
post holder will be required to provide Reception support to the Surgery Team. You will be dealing with telephone enquiries
from patients, medical staff and other healthcare professionals.
CORE VALUES
Working to NHS and
Practice Plans and helping to meet local and national targets.
Maintaining
and improving quality of service.
A
positive and professional attitude with a willingness to help other colleagues,
along with a smart and tidy appearance.
KNOWLEDGE, SKILLS AND
EXPERIENCE REQUIRED
Applicants
will be required to demonstrate effective communication and organisational
skills.
Applicants
must be able to work on their own initiative, both independently and within a
team.
Applicants
will be required to demonstrate previous experience in dealing with the general
public and liaison with healthcare professionals would be advantageous.
CORE BEHAVIOURS AND SKILLS
Provide a
confidential, efficient and accurate Reception and Administration service.
Ensure
accuracy and completeness of information entered on to the Patient Clinical
System in line with Practice policies.
Communicate
sensitively and effectively with patients, External Companies, the Clinical
Team, and Reception/Administration colleagues.
Respect of patient confidentiality and an understanding that patients
have an entitlement to have their affairs dealt with confidentially.
A
willingness to undergo all training requirements necessary for the post.
CORE KNOWLEDGE AND UNDERSTANDING
It is an
essential requirement that the post holder has previous experience of dealing
with the general public in a working environment, preferably in an NHS
setting.
The
applicant should be educated to GCSE English grade C or above, the applicant
should also possess an excellent standard of written and spoken English.
It is
desirable that you have knowledge of Microsoft Packages and Patient Clinical
Systems such as System One or similar, along with the use of email.
HEALTH AND
SAFETY/RISK MANANGEMENT
All
staff are responsible for working with their colleagues to maintain and improve
the quality of services provided to our patients and other service users. This includes complying at all times with the
Practice Policies, including Health and Safety policies, and
reporting incidents using the Practice Incident Reporting system.
EQUALITY AND
DIVERSITY
The
jobholder must comply with all policies and procedures designed to ensure
equality of employment and that services are delivered in ways that meet the
individual needs of patients and their families. No person, whether they are staff, patients
or visitors should receive less favorable treatment because of their gender,
ethnic origin, age, disability, sexual orientation, religion etc.
TRAINING AND PERSONAL
DEVELOPMENT CONTINUOUS PROFESSIONAL DEVELOPMENT
The
jobholder must take responsibility in agreement with the Practice Manager for
his/her own personal development by ensuring that Continuous Professional
Development remains a priority. The
jobholder will undertake all mandatory training required for the role.
RESPECT FOR PATIENT
CONFIDENTIALITY
Respect
patient confidentiality and be aware of the guidelines for this. Individual
patients have an entitlement to have their affairs dealt with confidentially. There are established rules and conventions
applying to professional staff and you should, where appropriate, familiarise
yourself with these. In any event, no
member of staff should divulge information about the identity of the medical
condition of any patient to anybody who does not have a clear entitlement and
need to receive it and should ensure that, if consent is given by the patient
that it is clearly documented. Staff
need to be aware of the Data Protection Act.
Similar
constraints apply to the passage of personal information about members of
staff.
COMMUNICATION &
WORKING RELATIONSHIPS
The
post holder will be required to develop and maintain good working relationships
with all staff. This will involve
considerable liaison with patients, hospitals and other administration staff
throughout the Practice.
There
will also be considerable liaison with external organisations.
YOUR
APPOINTMENT IS SUBJECT TO A THREE MONTH PROBATIONARY PERIOD, DURING WHICH TIME
ONE WEEKS NOTICE WILL BE ACCEPTABLE BY EITHER PARTY
Receptionist
Duties
Politely answering
the telephone, transferring calls, the taking and passing on of any messages.
Accurate and timely
management of electronic patient records including data input.
Management of
internal tasks , notifications and messages
Making appointments
for patients either face-to-face or over the telephone.
Arranging Ambulances
to collect patients, arrange Translators to attend surgery with a patient.
Taking details of
patients requiring home visits.
Locking &
unlocking of doors and cabinets prior to and after surgery to ensure security
measures are in place.
Starting all relevant
computers in a morning and checking for error messages, any of which should be
reported to the Reception Manager or Practice Manager. Ensuring all computers
are logged off in an evening to maintain security.
Receiving and
directing patients and visitors.
Providing information as required.
Maintaining and
developing filing system in the most accurate manner.
Providing assistance
to other members of the team as and when necessary and undertaking duties that
are commensurate with the level of this post and are specified by your Reception
Manager .
Repeat prescription
management
Scanning of patient
correspondence onto the patients clinical record
Maintenance of
waiting room displays and patient information literature.
Any computer work
deemed necessary.
Providing a chaperone for clinical staff
and patients as and when necessary.
Handling samples to send to the labs.