Job responsibilities
JOB TITLE: TELEPHONIST/RECEPTIONIST
REPORTS TO: RECEPTION LEAD/ASST PRACTICE MANAGER
SALARY SCALE: £11.44 PER HR PAY RISE PENDING
HOURS: 36hrs per week over 5 days. We are willing to accept applicants wishing to work part time.
- 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.
- To provide administrative support and services to all members of the Practice team.
- To provide Receptionist/Telephonist cover as required.
Job Responsibilities:
Management of appointment system/Telephonist duties
- Ensure total familiarity with all appointment systems including regular and incidental variations.
- Book all appointments and rearrange as necessary either by accepting or making telephone calls.
- Care navigate as appropriate.
- Promote and book Hereford Remote Health Service and Taurus Enhanced Access appointments as appropriate.
- Monitor effectiveness of the system and report any problems or variations to the Reception Lead.
- Answer the telephone and deal with all enquiries, messages and requests in accordance with Practice protocols.
- Deal with home visit requests.
Reception
- Receiving patients that are consulting with members of the Practice team.
- Handing completed prescriptions to patient and checking names and address as per Practice policy.
- Deal with the diary box prescription requests for the following month.
- Filing medication ready for patient collection.
- Dealing with any patient enquiries or queries.
Miscellaneous
- Attend Practice meetings/training.
- Tidy and update patient waiting area if necessary.
- Make tea/coffee for staff when necessary.
- Any other tasks allocated by managers.
- To undertake any necessary work as may be required and appropriate to maintain a high standard and efficient service.
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 business organization. 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 authorized 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.
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 patient 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.
- 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.
This job description is not exhaustive and may be adjusted periodically after review and consultation. The post-holder will be expected to carry out any reasonable duties which may be requested from time to time.