Job responsibilities
Job
Title : Medical Receptionist
Location : Rosebank Health 4 sites
Accountable
to : Assistant Practice Manager/ Reception Supervisors
Hours
per week : part time (Minimum 20 hours per week) and full time 37.5 hours per week
The hours will be scheduled on a
monthly basis.
The
Post Holder may be required to work occasionally on a Saturday morning. The
Post Holder will be required to cover for other members of the Reception Team
as required in times of high workload, holidays or sickness.
Place of work
The
Post Holder will be working over our four sites in Gloucester but this may be subject
to change in the future. The Post Holder
will be required to travel between all of the
Practices surgeries as necessary and will therefore be expected to provide his/her
own transport.
Key Responsibilities
Reception
1. Welcome patients that come into
the surgery to consult with members of the Primary Health Care Team.
2. Provide a professional and
efficient service to patients and always be mindful of the physical and mental
state of those patients.
3. Resolve problems resulting from
patients arriving late or at the wrong location.
4. Distribute health promotion or
health related leaflets and information to patients as necessary.
5. Ensure reception and waiting
areas are kept neat and tidy.
6. Cover all other reception
duties, following training, as necessary.
7. Undertake other relevant duties commensurate with the Post.
Telephone
1. Respond to calls from patients
in a supportive and professional manner.
2. Ensure all calls are answered
as quickly as possible.
3. Follow practice protocols
regarding phone manner.
4. Transfer calls to the relevant
members of the practice team.
5. Deal with appointment requests, give test results and
handle prescription queries over the phone.
Appointments
1. Book, cancel and amend
appointments using the Practice computer appointment system in accordance with
Practice protocols.
2. Ensure appointments are booked
as efficiently and appropriately as possible using the practice A-Z.
3. Manage requests for urgent care and routine GP, ECP and Physiotherapy appointments by submitting a SystmConnect questionnaire on a patients behalf, as per the practice A-Z.
4. Deal with requests for home visits in accordance with
Practice protocols or as directed.
Patient Registration
1. Explain practice registration
arrangements and requirements to new patients and temporary residents.
2. Process the registration of new
patients in accordance with Practice protocols.
3. Process changes of address and
name onto the patients paper and electronic records in accordance with
Practice protocols.
4. Assist patients to register for access to online services / NHS APP.
Prescriptions
1. In accordance with Practice
protocols, process requests for repeat and acute prescriptions.
2. File prescriptions that have
been signed by the clinical staff and ETP tokens.
3. Locate prescriptions or ETP
tokens ready for patients to collect.
4. Resolve problems when
prescriptions are not ready for a patient to collect as expected.
5. Contact patients at the request of the medicines management
team regarding their prescription.
Results and Patient Communication
1. Contact patients at the request
of clinicians to book appointments following tests and other investigations.
2. Contact patients at the request of clinicians to inform
them of their test results as directed by clinicians.
Data Input
1. Accurately input data into
Practice computer system and patients electronic record. This may include
coding of clinical information, such as diagnosis and diagnostic test results
in accordance with Practice protocols.
2. Provide data and information to
Primary Health Care Team members and others as directed.
3. Report incidents of inaccuracy or incorrect data input to
the Assistant Practice Manager.
Administration
1. Liaise with other members of
the Primary Health Care Team where necessary to carry out the duties of the
Post.
2. Accurately file paper based
records as directed.
3. Receive and distribute internal
and external mail and documentation.
4. Have a good working knowledge
of the telephone system.
5. Receive and distribute surgery
supplies as necessary.
6. Clear, tidy and restock items
in consultation rooms following morning and afternoon surgeries.
7. Set up consultation rooms and patient areas at the start of
the day and close up at the end of the day.
Workload planning
1. The post holder will be managed
by the Reception Management Team but is expected to be self-motivated and use
their own initiative within guidance.
2. Prioritise own workload and
requests for support to make the most effective use of resources available.
3. Use judgement and experience to
determine the relevant urgency of requests received from patients and other
external organisations.
4. Bring to the attention of the Reception Supervisor problem
areas, backlogs and areas of difficulty.
Personal Development
1. Following adequate notice
undertake appropriate training whenever reasonably possible. Such training may
be provided internally or externally.
2. Take part in Protected Learning
Time and other training deemed necessary by the Practice. Such events that
maybe held internally or externally. If these are not scheduled within normal
working hours the Post Holder will be paid for the additional hours worked.
3. All employees have a
responsibility to participate in regular appraisal (at least annual) with their
line manager and to identify performance standards for the post.
4. As part of the appraisal
process employees have a joint responsibility with their line manager to
identify any learning development needs in order to meet the agreed performance
standards.
Confidentiality
1. Maintain patient and Practice
confidentiality at all times
2. Enter into a Confidentiality Agreement with the Practice
which will continue after employment ceases.
Working Safely
1. Carry out all duties in
accordance with guidelines, protocols and policies.
2. Follow Practice guidance and
protocols with regard to building security and have thorough knowledge of
securing doors, windows and alarm systems.
3. Ensure that all duties of the post are carried out at all
times so that they conform to:
i. Practice related policies,
protocols, guidelines and procedures.
ii. The legal requirements of the Sex Discrimination Act 1975
(as amended), the Race Relations Act 1976 (as amended) and the Disability
Discriminations Action 1995 where applicable.
iii. All health and safety legislation and Practice procedures.
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 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.
This is a developing role within the Practice and the
Post Holder will be expected to be flexible and meet the changing needs of the
Practice. This job description is an outline only and may be amended from time
to time following discussion with and the agreement of the Post Holder
