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.
Administration
- To have a thorough knowledge of all practice procedures
- To work in accordance of written protocols
- Pulling / filing notes for surgeries and updating as necessary
- Filing post in medical records
- Photocopy / scan as requested
Reception
Receiving patients, consulting with members of practice teamHanding completed repeat prescriptions to patient and checking names and address.Be able to cover all reception position as necessaryAppointments
Process appointment requests for today / future appointments from patients by telephone and in person.Deal with visits / requestsComputer
Registrations of new patients computer data entry and medical recordsProcess patients changes of address computer data and medical records (have knowledge of practice area)Process repeat prescription requests in accordance with practice guidelinesTelephone
Have working knowledge of telephone / bleep system, during and after hoursCover for telephonist when necessaryOther Tasks
Clear rooms after surgeriesEnsure building security have thorough knowledge of doors / windows / alarmAny other tasks allocated by managersConfidentiality :
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 appropriatelyIn 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 confidentialInformation 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 dataHealth & 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, the practice health & safety manual, and the practice infection control policy and published procedures. This will include :
Using personal security systems within the workplace according to practice guidelinesIdentifying the risks involved in work activities and undertaking such activities in a way that manages those risksMaking effective use of training to update knowledge and skillsUsing appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazardsActively reporting of health and safety hazards and infection hazards immediately when recognisedKeeping 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 roleUndertaking periodic infection control training (minimum annually)Reporting potential risks identifiedDemonstrate 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 legislationRespecting the privacy, dignity, needs and beliefs of patients, carers and colleaguesBehaving in a manner that 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, with such training to include :
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and / or professional developmentTaking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar workQuality :
The post-holder will strive to maintain quality within the practice, and will :
Alert other team members to issues of quality and riskAssess own performance and take accountability for own actions, either directly or under supervisionContribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performanceWork effectively with individuals in other agencies to meet patients needsEffectively manage own time, workload and resourcesCommunication :
The post-holder should recognize the importance of effective communication within the team and will strive to :
Communicate effectively with other team membersCommunicate effectively with patients and carersRecognize peoples needs for alternative methods of communication and respond accordinglyContribution to the implementation of services :
The post-holder will :
Apply practice policies, standards and guidanceDiscuss with other members of the team how the policies, standards and guidelines will affect own workParticipate in audit where appropriatePerson Specification
Qualifications
Essential
Excellent communication skills (written and oral)Strong IT skillsClear, polite telephone mannerCompetent in the use of Office and OutlookEffective time management (Planning & Organising)Ability to work as a team member and autonomouslyGood interpersonal skillsProblem solving & analytical skillsAbility to follow policy and procedureEssential qualities :Polite and confidentFlexible and cooperativeMotivatedForward thinkerHigh levels of integrity and loyaltySensitive and empathetic in distressing situationsAbility to work under pressureFlexibility to work outside of core office hoursDesirable
GCSE level or equivalent (including Maths & English grade C and above)AMSPAR Receptionist qualificationNVQ Level 2 Health and Social CareExperience in use of EMIS Web (patient records software)Experience of working with the general publicExperience of working in a health care setting