Job responsibilities
Job Title: Receptionist
Accountable to: Practice Manager & GP Partners
Reporting to: Senior Receptionist & Administration Manager
Job Summary:
The receptionist is an important member of the Practice team. The purpose of the job is to provide a point of contact for patients, and act as a focal point of communication between patients, doctors and other medical and non-medical staff. The ability to communicate confidently and effectively with patients, doctors, colleagues and other agencies is therefore vital.
Job Responsibilities:
At the start of the day, open up the surgery and prepare for morning surgery. Pass any messages on as necessary. Ensure the security of the premises before leaving.
Understand and offer care navigation to patients, ensuring the patient sees the most appropriate clinician for their need. Arrange patient appointment times and record patient arrivals on the Practice computer system.
Receive and note messages by telephone, record requests for home visits and other services provided by the Practice. Ensure messages are appropriately passed via the SystmOne appointment system to the relevant person.
Answer patient queries both in person and over the telephone, including results of investigations, hospital appointments and give advice on administrative matters. Refer to other members of the Practice Team where appropriate.
Ensure accurate and detailed information is given when accepting new patients, inform them of the way the Practice functions and issue them with a Practice Leaflet.
Prepare repeat prescriptions on computer in readiness for the doctors authorisation and signature. Review the need for follow-up according to Practice protocols and action as needed.
Check the action lists from doctors concerning pathology results and communicate these to patients by phone or letter. Ensure the Task list is actioned in a timely and effective manner.
Liaise effectively with doctors, nurses and other Practice staff including attached professional staff such as midwives, district nurses and health visitors, other external agencies such as the PCN ARR staff, hospitals, chemists, social services, to ensure relevant information is passed on appropriately.
In collaboration with your Senior Receptionist, ensure responsibility to provide reception cover when a team member is on annual or sick leave.
Additional Duties:
- Other administrative duties that may be required to assist with the smooth running of the surgery.
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, 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 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-judgemental 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.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
- Attending & contributing to TARGET and practice meetings.
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