Job description

Job responsibilities

JOB TITLE: RECEPTIONIST - ADMINISTRATOR

REPORTS TO: Management Team

HOURS: 30 per week

Shift Pattern

Monday: 11.30 am 6.30 pm (30 minutes Lunch)

Tuesday: 1.30 pm 8.00 pm (30 minutes Lunch)

Thursday: 8.00 am 5.30 pm (30 minutes Lunch)

Friday: 09.30 am 6.30 pm (30 minutes Lunch)

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

Reception:

• Signposting patients and consulting with members of the Practice team
• Making patient appointments or answering patient queries face-to-face
• Handing completed repeat prescriptions to patient and checking names and address.
• Be able to cover all reception positions as necessary
• Process appointment requests for future appointments from patients by telephone and in person
• Deal with visit requests
• To take telephone calls from patients about appointments and queries
• Accept test samples from patients and deal with accordingly
• Advise patients of relevant charges for private work (Non-General Medical Services), accept payment and issue receipts for same
• maintain patient confidentiality at all times
• Provision of refreshments for staff and visitors as required; setting up for meetings, participate in washing dishes and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Premises:

Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients

When last to leave, at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated

Administration:

• To have a thorough knowledge of all Practice procedures
• To work in accordance of written protocols
• Check and complete tasks as required
• Check Docman and complete Docman tasks
• E-mail, Scan and Photocopy as requested
• Process patients change of address computer data and medical records (have knowledge of Practice area)
• Process repeat prescription request in accordance with Practice guidelines.
• To assist with GP/ Health Professionals queries as requested
• Read Coding clinical / non clinical data information into the practice clinical system
• Auditing data collection standards in the practice
• Monitoring progress of notes summarising / amalgamation of medical records
• Filing and retrieving paperwork
• Troubleshoot clinical database
• Support and guide members of staff in the use of the computer system
• Ensure security of data at all times - GDPR compliant

Other Tasks:

• Clear rooms after surgeries
• Check and restock clinical rooms with stationery stock on a regular basis
• Ensure building security have thorough knowledge of doors/windows/alarm
• To action policies and procedures
• Chaperone, as requested
• Any other tasks allocated by managers
• Complete Mandatory training to update knowledge and skills
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager

Competencies:

• Sound knowledge of Windows and MS Office and Practice clinical system (EMIS Web)
• Awareness of data security requirements
• Good verbal and written communication skills
• Problem solving skills
• Flexible approach and team player

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, 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
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified
• 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 holders role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children

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/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 their own time, workload and resources

Communication:

The post-holder should recognise 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
• Attend meetings when required

Person Specification

Qualifications

Essential

• Good standard of general education
• Qualification/Understanding of Microsoft Office
• Practical experience of working with others
• Experience of using own initiative
• Experience in good customer service
• Excellent communication skills
• Excellent IT and Keyboard skills
• Empathy/understanding of role
• Internet/Emails
• Time Management
• Interpersonal skills
• Planning and organising
• Team working
• Self motivated
• Flexibility
• 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
• Flexibility of working hours/able to work at the desired times in line with the needs of the practice

Desirable

• Experience of working within a GP Reception environment
• Practical experience of computerised recording systems
• EMIS Web experience
• Medical Terminology
• Experience of working in a Primary Care setting

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

The Medical Centre

Address

Doctors Surgery

25 South King Street

Blackpool

Lancashire

FY1 4NF