Job responsibilities
Primary Responsibilities
The following are the core responsibilities for the role. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
a. Maintain and monitor the practice appointment system.
b. Identify and book appointments and home visits in line with practice protocols.
c. Process personal, telephone and e-requests for appointments.
d. Deal with angry and stressed people safely and appropriately as they present in person or by telephone.
e. Answer incoming telephone calls, transferring calls or dealing with the callers request appropriately.
f. Understand how to prioritise patients in need of urgent medical attention who present to reception in person or by telephone and direct them appropriately.
g. Deal with requests from patients and clinical team members for emergency calls, following protocols and dialling 999 as required.
h. Signpost patients to correct services.
i. Process incoming and outgoing mail.
j. Initiating contact with and responding to, requests from patients, team members and external agencies.
k. Liaising with external agencies such as hospitals and community services.
l. Photocopy documentation as required.
m. Data entry of new and temporary registrations and relevant patient information as required.
n. Input data into the patients healthcare records as necessary.
o. Process requests for information including Subject Access Requests (SARs), insurance and solicitors letters and DVLA forms, etc. to the administration team.
p. Advise patients of relevant charges for private services and accept payments in line with practice protocols.
q. Manage all queries (including administrative queries) as necessary in an efficient manner.
r. Maintain a clean, tidy, effective working area.
s. Monitor and maintain the reception area.
t. Support all clinical staff with general tasks as requested.
u. Assist with any other duties that may be required to ensure the smooth running of the practice.
Secondary Responsibilities
In addition to the primary responsibilities, the receptionist may be requested to:
a. Partake in Significant Event Analysis as required.
b. Participate in performance review and annual appraisal.
c. Support other reception and administrative staff, providing cover during staff absences.
d. Complete opening and closing procedures in accordance with the duty rota and protocols.