Job responsibilities
JOB TITLE: RECEPTIONISTREPORTS TO: SENIOR RECEPTIONIST/ PRACTICE MANAGEMENT
Main purpose of this role:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Relationships within the practice:
Management and responsibility is provided by the Reception and Practice Management overseen by the Partners. Assistance and guidance will also come from other Forest Medical team members such as receptionists, medical secretary and clinicians.
Job Responsibilities:
Duties and responsibilities may include any or all of the following:
Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
Deal with all general enquiries, explain procedures and make new and follow-up appointments.
Using your own judgment and communication skills ensure that patients who need an urgent consultation are seen in a logical and non-disruptive manner.
Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Enter requests for home visits ensuring careful recording of all relevant details and where necessary refer to Duty Doctor
Process and action repeat prescription requests in accordance with Practice guidelines and ensure that they are processed within 48 hours.
Action requests for ambulance transportation
Ensure reception and waiting areas are kept neat and tidy.
Uphold and abide to agreed Practice Patients Charter and assist in the distribution of relevant Practice leaflets, Research information, Health Promotion questionnaires etc to patients.
Advise patients of relevant charges for private (non-General Medical Services) services. Accept payment and issue receipts.
Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
Administer the practices call recall systems for disease management and vaccinations.
Patient notes and correspondence:
o Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
o Ensure correspondence, reports, results etc are scanned into the correct patient record and allocated to the appropriate clinician.
Premises:
o Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
- Ensure that all new patients are registered onto the computer system promptly and accurately.
- Ensure administrative paperwork is well stocked.
- Order and monitor stationery and other supplies
- Deal with confidential waste appropriately
- Wear appropriate clothing or uniform provided by the Practice.
- Undertake any other additional duties appropriate to the post as requested by the Partners or the Management
- Be flexible in arrangements to cover colleagues annual leave and sick leave.
This list is not exhaustive and you will be expected to perform different tasks as necessitated by your changing role within the practice and the overall business objectives of the practice.
Confidentiality:
While 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, 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
Infection Control:
Conduct infection control risk assessments
Inform the management of suspected and confirmed outbreaks of infection.
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.
Attending Protected Learning Time events (fourth Wednesday of most months)
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
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.
Contribution to the Implementation of Services:
The post-holder will:
- Apply Practice policies, standards and guidance.
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
- Participate in audit where appropriate.