Receptionist

Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Receptionist

RESPONSIBLE TO: The Practice Manager

JOB PURPOSE

The Receptionist/Administrator is responsible for day-to-day reception and administrational tasks with the objectives of:

ensuring that patients receive the best possible service;

ensuring that clinicians are efficiently supported to perform to the highest standards;

ensuring that Practice policies and procedures are followed;

acting the first-line advocate for patient concerns and complaints;

performing the duties of and working as an integral and effective member of the reception/admin team;

• effectively managing own time, workload and resources.

CORE TASKS AND FUNCTIONS

Core functions of the post are described below. However, this is not to be regarded as an exclusive list and tasks and responsibilities may be added or removed as required from time to time. The post-holder is expected to demonstrate flexibility in supporting the objectives of the Practice and to adapt to circumstances on a day-to-day basis.

Patient services

Ensure waiting area and displays are well maintained and up to date;

Ensure phones are answered promptly;

Ensure patients and other callers are promptly and courteously managed;

Undertake assigned tasks including patient liaison, document processing, updating records, stock control, organisation of consulting rooms and other areas etc.

Deal with complaints in accordance with practice complaints procedure and evaluate suggestions;

Co-ordinate SOS doctors requests;

Ensure Practice policies are followed and accurate records are kept, with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths;

Liaise with Practice Manager concerning organisation of work;

Liaise with other members of the primary health care team, outside agencies and practice volunteers as required;

Administration

Maintain inventories and arrange replacement of stocks of clinical consumables and stationery;

Receive and document payments for non-NHS services such as taxi medicals, HGV medicals, travel claim forms, travel vaccinations, minor surgeries etc.;

Check new patient registration records;

Ensure scanning is kept up to date;

Distribution of incoming post.

Information technology and Data Security

Have full understanding of the appointment and clinical management systems;

Have a working knowledge of Practice software and hardware;

Have a clear understanding of patient data security and enforce compliance within the team.

Health & safety

Maintain an up-to-date knowledge of health and safety and infection control;

Identify and minimise risks involved in work activities;

Identify and report health and safety hazards and infection hazards promptly;

Demonstrate due regard for safeguarding and adult protection.

Equality and Diversity:

Support the equality, diversity and rights of patients, carers and colleagues;

Recognise the importance of peoples rights consistent with practice and policies and legislation;

Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues;

Behaving in a manner that is welcoming, non-judgmental and respectful of others circumstances, feelings and legal rights.

Personal/professional development:

Participate in any training programme implemented by the Practice;

Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development;

Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work;

Communication:

Recognize the importance of effective communication within the team;

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Person Specification

Qualifications

Essential

• Good general education; GCSEs or equivalent.
• Standard grade or equivalent in English and Math.

Desirable

• Customer Care/ Administration ,
• NVQ or equivalent
• Use of medical terminology.

Experience

Essential

• Experience working in a reception desk or customer service/facing position.
• Within medical or NHS setting is preferable .

Desirable

• Previous experience with SystemOne
• Customer Care/ Administration Experience,
• Able to use IT systems well.

Skills, Knowledge & Aptitude

Essential

• Well-developed interpersonal and communication skills.
• Ability to communicate effectively in person by telephone and in writing.
• Able to take down accurate information.
• Basic knowledge of IT systems/word processing and other programs such as word/Excel

Personal Attributes

Essential

• Ability to recognise and adhere to need for strict confidentiality.
• Efficient and able to multi-task.
• Helpful, friendly, reliable and flexible.
• Ability to work within clear guidelines but also to use own judgment and initiative.
• Ability to remain calm under pressure.

Desirable

• Use of medical terminology.

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

Allendale Road Surgery

Address

Allendale Road Surgery

35 Allendale Road

Greenford

UB6 0RA

Employer's website

https://www.allendalesurgery.co.uk/ (Opens in a new tab)