Receptionist

Job description

Job responsibilities

Description of the Role

The primary purpose of the role is to greet patients and visitors, answer telephone calls, use the clinical system and other software programmes to make appointments, deal with test results and to signpost patients to the most appropriate service for their need, such as Pharmacists, Physio, Self Care or Social Prescriber.

In addition, you will respond to tasks from clinical and non-clinical staff, liaise with external community services and emergency services and provide general administration. The appointee will proactively communicate information between relevant patients, doctors and professionals.

KEY RESULT AREAS:

General reception duties:

• To deliver a quality reception service, dealing directly with patients, relatives and carers either face to face or by telephone. Reception services include general enquiries, booking or cancelling of appointments, logging of accurate information (e.g. visit requests).
• Facilitating efficient lines of communications between patients and clinicians at all times ensuring the practice runs efficiently and effectively.
• To provide a first point of contact for patients dealing with queries as appropriate.
• To deal with patients requests for appointments and home visits in line with Practice policy, booking as appropriate, thus ensuring the efficient running of the practice.
• To ensure that the reception office, waiting area and consulting rooms are kept prepared, safe and tidy at all times ensuring a safe and welcoming environment for patients, visitors and all practice team e.g. updating of posters such as DNA Poster.
• To undertake start and end of day procedures in line with practice policies to ensure that the premises are both prepared for the clinical staff to receive patients and are secured after use. Observe a strict code of confidentiality at all times.
• Actively promoting and registering patients for the online service.

Reception administration duties :

• To prepare repeat prescriptions within the Practices prescribing policy and guidelines, enabling patients medications to be prescribed effectively.
• To maintain patients manual records keeping in good repair and order.
• Extensive use of GP clinical systems and linked software to update and store data in line with practice policy to ensure records are up to date and available for clinical staff at all times.
• To perform clerical duties for the Practice including sending standard letters to patients, organising transport for patients, completing lab forms to provide admin and clerical support for the practice team.
• To use and amend (where appropriate) the computerised appointment system.
• To retrieve information as required from both computer and manual systems.
• To work within the Practices agreed policies and guidelines where appropriate commenting on and contributing to changing such policies.
• Any other duties which the Reception Team Manager may feel are appropriate for the level and responsibilities of this post.
• To provide where possible cover for each other in the case of sickness or absence.

GENERAL RESPONSIBILITIES OF ALL PRACTICE EMPLOYED STAFF:

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:

• You 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.
• It is your responsibility to report all accidents to your line Manager, and complete the Accident Book located within Reception.
• It is your responsibility to be aware of the location of the Emergency Response Kit in case such an emergency should arise.

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-judgmental and respects their circumstances, feelings priorities and rights.

Personal and 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
• To take responsibility for making sure you are aware of all Announcements, and updates through GP Team Net.
• 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 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;
• Recognize 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.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• GCSE Mathematics & English (C or above)

Knowledge

Desirable

• An understanding of a General Practice Reception environment
• SystmOne (computerised medical records system)

Experience

Essential

• Practical experience of working with others
• Experience of using own initiative/multi-tasking
• Experience of excellent customer service & liaison

Desirable

• Experience of working within a General Practice Reception environment

Behaviours

Essential

• Performing under pressure/ ability to remain calm, controlled and professional
• Adaptability
• Ability to make yourself compatible within the Team, and work effectively as a team member.
• Self-motivated/resourceful/ability to take initiative
• Flexibility/available to work flexible hours demanded by the job
• Confidentiality, integrity and honesty

Desirable

• Planning and organising

Skills

Essential

• Excellent communication skills (Written and Oral)
• Time Management and the ability to work to deadlines
• Interpersonal skills

Desirable

• Negotiation and conflict management
• Problem solving skills

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

Hinckley And Bosworth Medical Alliance Ltd

Address

The Centre Surgery

29 Hill Street

Hinckley

Leicestershire

LE10 1DS

Employer's website

http://hbma-gpfederation.co.uk/ (Opens in a new tab)