Job responsibilities
Primary Responsibilities
The following are the core responsibilities of the senior receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The senior receptionist is responsible for supervising and supporting the reception team, ensuring they achieve their primary responsibilities:
- Produce, maintain and participate in the receptionist rota for lunch and out of hours cover
- Maintaining and monitoring the practice appointment system - this includes putting on rotas for all clinicians and for any ad hoc clinics which are held at the practice by other service providers
- Support and train receptionists as required
- Write standard Operating Procedures if required for a process for the reception team
- Will be responsible for producing and maintaining the duty rota, completing opening and closing procedures in accordance practice policy
- Will be responsible for the room booking within the practice and for providing monthly statistics to the management team to allow for internal recharges to be made
- Process personal, telephone and e-requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- To use ones initiative when booking patients, being mindful of patients individual needs and requirements.
- Monitoring the generic email account for the practice to ensure any INR results are dealt with immediately, and home visits are booked when requested.
- Signpost patients to the correct service should resources be limited at the practice
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Read code data on System1
- Photocopy documentation as required
- Provide on-line registration information to patients and to promote this, aiming for a 75% of patients to be signed up for online services
- Data entry of new and temporary registrations and relevant patient information as required, including asylum seeks and homeless
- Resolving any data entry queries form PCSE relating to registrations including missing NHS numbers
- Input data into the patients healthcare records as necessary
- Signposting Patients requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the medical secretary ensuring that these are logged accurately and charges for these are relayed to those requesting information
- Manage all queries as necessary in an efficient manner
- Carry out system searches as requested
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain all non-clinical patient waiting areas and notice boards
- Support all clinical staff with general tasks as requested
- Will be the first line of contact for patient concerns and complaints, diffusing difficult and challenging situations
- Will attend the clinical meetings and practice meetings and disseminate information to the reception team members
- Provide cover for the prescriptions clerk in periods of planned and unplanned absence
- Ensure all outgoing mail is franked and processed each day in a timely manner.
- Ensure all rooms are prepared for use by the clinicians on a daily basis (reception team to complete practice sweep morning and night)
- Responsible for the recycling of all used toner from the printers.
Secondary Responsibilities
In addition to the primary responsibilities, the senior receptionist may be requested to:
- Partake in audit as directed by the management team
- Providing cover (outside of reception admin duties) to support administrative staff during periods of staff absence
- Support reception staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
- Identify and provide team training where required
- Support the management team
- As required support the prescribing clerk in the management of repeat prescriptions, ensuring they are processed accurately and efficiently. Ensuring that controlled drugs are processed accurately with any overuse being highlighted to the prescribing clerk
- Support the Practice Manager with all Patient Participation Group related matters
- Support the Carers Champion with events
- Support the health promotion lead and display promotional material on the allocated noticed boards and in the waiting room
- To ensure that all leaflets throughout the building are stocked and up to date information is provided
Generic Responsibilities
All staff at Peacock Healthcare have a duty to conform to the following:
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.
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 recognizes 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/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 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.
Please download the supporting documentation for full role details and to assist with your application
