Job responsibilities
To provide a point of contact for patients and
act as a focal point of communication between patients, doctors and other
medical staff.
To deal efficiently with patient-related
administration and data entry requirements.
To provide general assistance to the practice team and project a
positive and friendly image to patients and other visitors, both on the
telephone and in person
General duties and Reception Duties:
1.
Ensure an effective, efficient and
responsive reception service is provided to patients and all other visitors
to the practice, including monitoring flow of patients into consulting and
treatment rooms.
2.
Deal with general enquiries, both over the
telephone and in person, in a courteous manner and explain procedures where
necessary. Take and disseminate messages when required.
3.
To deal with difficult patients,
in reception and on the phone, in a calm manner and seek management support
as and when required.
4.
Receive, assist and direct
patients in accessing the appropriate service or healthcare professional in a
courteous, efficient and effective way.
5.
Explain practice arrangements and
formal requirements to new patients and those seeking temporary cover. Ensure
necessary procedures are completed.
6.
Produce repeat prescriptions
according to practice procedures and ensure timely distribution of completed
prescriptions.
7.
Advice patients of relevant
charges for private services, accept payment and issue receipts for the same.
8.
Ensure reception and waiting areas
are kept neat and tidy.
9.
Receive and accurately record
requests for home visits, assessing urgency in accordance with the Practice
protocol.
10. Re-stock
practice rooms and re-order as appropriate.
11. Participate
in proactive forward planning identifying and implanting improvements within
and beyond key result areas.
12. To
deal with complaints from the patients and other visitors and deal with them
in line with the practice policy and procedures.
13. Assist
with the production of general letters and reports, medical insurance
reports, letters and referrals for professional staff as and when required.
Management of Appointment Systems
and medical records
1.
Ensure total familiarity with
appointment systems through training and self-assessment on System One.
2.
To signpost patients to the most
appropriate healthcare professional i.e. ANT, HCA, Nurse and/or GPS.
3.
Book appointments ensuring sufficient
information is recorded to retrieve medical
and computer record and to identify the
purpose of the appointment.
4.
To support other healthcare
professionals with patient recall, as and when required.
5.
Monitor effectiveness of the
system and report any problems.
6.
Retrieve and re-file records as
required ensuring that strict alphabetical order is followed.
7.
To scan hospital letters and other
patient-related documents into patients computer records, as and when
required.
Start and End of Day Procedures
1.
Open up premises at the start of
day and make all necessary preparation to receive patients.
2.
Secure premises at end of day;
ensure the building is totally secured for the Albany Practice area.
Other
1.
Manage the conflicting priorities
and prioritise work through discussion with the line manager.
2.
The post-holders work assignment
is determined by the requirements of the Practice, GP Partners, Admin Manager,
and the patients needs and will take instructions on a day-to-day basis,
from the line manager.
3.
To participate in all activities
to achieve KPI and QOF targets.
4.
Each receptionist will be
responsible for undertaking specific additional delegated tasks as mutually
agreed, or as requested by the line manager or GPS.
5.
To provide holiday and sickness
cover for colleagues when required.
Equality and Diversity
The post holder will
support the equality, diversity and rights of patients, carers and
colleagues, to include:
1. 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.
2. Respecting the privacy, dignity, needs
and beliefs of patients, carers and colleagues.
3. Behave in a manner which is welcoming
to and of the individual, is non-judgmental and respects their circumstances,
feelings priorities and rights.
Confidentiality
1.
In
the course of seeking treatment, patients furnish the Practice with 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.
2.
In
the performance of the duties outlined in this Job Description, the
Administration Manager will have access to confidential information relating
to patients and their Carers, Practice staff and other healthcare
workers. The Administration Manager
will 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.
3.
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, Environment and Fire (SHEF)
The
post holder will assist in promoting and maintaining their own and others
health, safety & security and wellbeing at work to ensure compliance with
H&S requirements. All personnel are to comply with H&S at Work Act
1974, Environmental Protection Act 1990 & 1995, Fire Precautions
Regulations 1999 and other statutory legislation.