RECEPTIONIST/ADMINISTRATOR

Job description

Job responsibilities

Specific requirements of the post

Ability to use own judgement, resourcefulness and be able to work under pressure without direct supervision.

To have excellent communication skills and patience.

To be dependable and flexible.

To observe strict confidentiality on all matters relating to the practice and its patients.

Main duties and responsibilities

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.

Receive and route patients and visitors on arrival, always ensuring a friendly welcome.

Answer the telephone quickly and efficiently in a polite manner.

Follow Practice procedures and protocols accordingly.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Using your own judgement and communication skills.

Receive and make calls as required for Doctors, Nurses, other members of the Primary Health Care Team and the Practice Manager. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Record requests for home visits onto the computer, ensuring careful recording of all relevant details and where necessary refer to Doctor-on-call.

Action repeat prescription requests and ensure that they are ready for collection by the patient as per protocols.

Prepare communication to patients regarding urgent/routine appointments and prescriptions with regards to letters, summaries, results etc received and follow-up appropriately.

Open and distribute mail when required, ensuring that they are all date stamped.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are followed.

Ensure availability of stationery and /or other documents in both reception area and consulting rooms.

Retrieve information from the computer as and when required.

Enter patient information onto the computer as required. To include appropriate coding of all clinical information and correspondence.

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 promptly in the correct records in order that all correspondence is available when patients are seen.

o Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.

Systematically record all patient activity within their computer records, e.g. DNA, cancelled appointment, telephone encounter etc.

To initiate the surgery complaints procedure on receipt of a verbal or written complaint and inform the Complaints Manager.

Ensure all forms requested are dealt with efficiently and the correct procedures followed.

Advise patients of relevant charges for private (non-GMS) services, accept payment and issue receipts for same.

Cover staff absence for sickness and holidays as set out in the contract of employment.

Premises: -

a. Open premises at the start of the day when first to arrive, de-activate alarm and make necessary preparations to receive patients.

b. 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 following the closing routine protocol.

c. Report any faults to the Operational Manager.

In turn with other staff, make and serve refreshments, ensure the kitchen and waiting room is kept clean and tidy, ensure magazines, posters and all other health promotion material are current and appropriate.

Undertake any other additional duties appropriate to the post as requested by the Partners, Practice Manager or the deputy or Reception Manager.

Use any new and existing IT systems.

Be prepared to respond to patients when they raise a query with a doctor.

Take on any new training the Doctors may request, that may offer an improved service to our patients.

Signpost Patients to different appointment in the Additional Roles via the Primary Care Network E.g. Clinical Pharmacist, Social Prescriber etc.

Process or forward any emails received on the generic Manor Court email address.

Help and support their colleagues throughout the Surgery when needed.

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:

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.

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 or 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.

Participation in one-to-one reviews.

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.

Collaborate effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload, and resources.

Participate in raising and learning from adverse events.

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.

Person Specification

Qualifications

Essential

• GCSE or Equivalent

Desirable

• ECDL /computer experience
• Previous reception experience in a health care environment
• Clerical experience
• Experience of using EMIS LV software

Experience

Essential

• Experience and ability of clear and concise message taking
• Ability to communicate effectively with a wide range of individuals including public and professionals/companies/suppliers/NHS colleagues
• Ability to use own initiative and work under pressure
• Understanding, acceptance and adherence to the need for confidentiality
• Clear handwriting/accurate spelling
• Ability to multi-task whilst maintaining attention to detail
• Ability to work without direct supervision and determine own workload priorities
• Self-Motivating
• Skills/Knowledge, Qualities & Attributes
• Ability to communicate effectively with a wide range of individuals including public and professionals/companies/suppliers/NHS colleagues
• Ability to use own initiative and work under pressure
• Understanding, acceptance and adherence to the need for confidentiality
• Clear handwriting/accurate spelling
• Ability to multi-task whilst maintaining attention to detail
• Ability to work without direct supervision and determine own workload priorities
• A head for statistics and analysis
• Self-Motivating
• Judging performance by results
• Flexibility essential
• Ability to work in an ever changing environment

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Manor Court Surgery

Address

5 Manor Court Avenue

Nuneaton

Warwickshire

CV11 5HX

Employer's website

https://www.manorcourtsurgery.co.uk/ (Opens in a new tab)