Receptionist

Job description

Job responsibilities

DR BERNI 42 KINGSWAY

MEDICAL RECEPTIONIST JOB DESCRIPTION

POST: Medical Receptionist

RESPONSIBLE TO: Practice Manager

SPECIAL REQUIREMENTS OF THE POST

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

To have excellent communication skills and patience.

To be reliable and flexible.

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

MAIN DUTIES AND RESPONSIBILITIES

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

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

3. Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

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

5. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

6. Enter requests for home visits onto computer as per procedure, and into the visit book ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.

7. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.

8. Prepare lists (if required) for all surgeries and clinics held, ensuring completion of any associated paperwork.

9. Ensure adequate supply of stationery, hospital forms and proformas are available for doctors and re-order as necessary.

10. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.

11. Enter patient information on to the computer as required.

12. Patient notes and correspondence:

a) Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

b) Ensure correspondence, reports, results etc are scanned promptly on to the correct records, ensuring that all recent correspondence is available when patients are seen.

13. Record details of accidents, verbal complaints from patients and any unpleasant, intimidating or threatening behaviour by patients to staff, inform Practice Manager for investigation and possible action.

14. Make and serve refreshments, ensure the kitchen is kept clean and tidy and air the waiting room in turn with other staff.

15. Premises:

a) Open up premises at the start of the day when first to arrive, de-activate alarm if necessary switch computers on, and make all necessary preparations to receive patients.

b) When last to leave at the end of the day ensure telephone transfer is on and ensure computers, portable electrical appliances ie fans, heaters etc and internal lights are all switched off. Ensure that the building is totally secured and the alarm activated.

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

This is not intended to be an exhaustive list of responsibilities, but to indicate the main areas of responsibility. It may be changed after consultation with the post-holder.

Person Specification

Qualifications

Essential

• Qualifications
• Good standard of education
• Qualification/Understanding of Microsoft Office
• A demonstrable commitment to professional development
• Experience
• Experience of working in a public reception environment
• Experience of dealing with the public via telephone
• Experience of Emis clinical system (preferable but not essential)
• Experience of Microsoft Office software including e-mail
• Experience of dealing with the public/patients
• Knowledge/Skills
• Excellent keyboard and computer skills
• Excellent communication skills

Desirable

• Qualities/Attributes
• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of an integrated multi-skilled team
• Pleasant and articulate
• Able to work under pressure
• Able to work in a changing environment
• Able to use own initiative
• 5. Other
• Flexibility of working hours/able to work at the desired times
• Experience of Primary Care (preferable but not essential)
• 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, safe way and free from hazards
• Actively reporting 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 holder 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 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 that 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 team 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
• 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

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

Dr Berni

Address

40-42 Kingsway

Waterloo

Liverpool

L22 4RQ

Employer's website

https://www.42kingsway.nhs.uk/ (Opens in a new tab)