Job responsibilities
Reception Team
Manage and lead the Reception team and maintain suitable processes for the smooth running of activities
Ensure that existing reception systems are functioning efficiently and effectively
Work closely with the Patient Admin Lead to provide support for patient administration
Monitor systems and make suggestions for improvement
Be responsible for the day-to-day running of the team including managing routine HR issues
Implement objectives for the Reception team and evaluate progress, oversee implementation of objectives and identify any barriers to reaching these objectives. These objectives will be agreed in line with overall practice objectives.
Provide feedback to the team about practice matters, run reception meetings, attend other team meetings as required, and represent the team to the rest of the practice in practice meetings
Disseminate information to the whole practice team in relation to Reception including appointment availability and any agreed system changes
Ensure that the team delivers high quality services to patients
Ensure that the registration processes for new patients (including the provision of appropriate information to patients) are followed and to review and make suggestions for changes to this system.
Implement the practice confidentiality policy and ensure training for all staff is included as part of their induction and that regular updates take place.
Ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year
Help to develop information about the services provided by the practice and work with the admin team to ensure that the practice website and leaflet contains up to date information about Reception.
Be prepared to regularly undertake reception duties in the case of unplanned absence of reception staff
Attend external meetings to assist the development of the practice
Patients
Work with the Business Manager and others foster and develop a patient focused service with a strong customer ethos
Ensure that patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys.
Ensure that all Reception staff are adequately trained to handle complaints sensitively
Be involved with the practice patient participation group, working with the Practice Manager and GP leads
Maintenance of the Reception and Waiting Area
Ensure that the reception and waiting areas are comfortable and there are suitable means to display and make information for patients available
Ensure that the waiting rooms, reception area and storage areas are kept clean and tidy.
Liaise with the Building Services Manager regarding any maintenance work identified in the patient and reception areas
Implement practice policies and procedures regarding health and safety in reception and waiting areas
Contribute to the updating of the practice business continuity plans (including IT)
Have a clear understanding of telephone systems, daytime and out of hours
Have a clear understanding of the security and fire alarms
Confidentiality
In the course of 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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will 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
Actively reporting of health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
Undertaking periodic infection control training (minimum annually)
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 recognizes 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
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 recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize 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