Receptionist telephonist

Duties and responsibilities 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. Telephone Enquiries Restoring telephone services Telephone calls are answered promptly and clearly and in line with the practice protocol Calls are answered clearly, simply and with warmth, conveying accurate information to the caller Deal with in-coming calls and pass on the appropriate information to the relevant personnel Confidentiality is maintained at all times Make external calls on behalf of the Practice to external agencies Reception Duties Booking into and running of the appointment system Receive and direct patient at reception promptly and courteously Advise patients of overdue health checks and direct to appropriate clinic Handle difficult, distressed or aggressive patients with tact and diplomacy Ensure the patient computer details are kept up to date e.g. correct telephone numbers Ensure conversations with patients and relatives are conducted in a confidential manner Organise appointments and checking surgery lists Ensure that the reception area is tidy at the end of surgery Ensure a continual flow of patients during surgeries Hospital post and incoming mail is dealt with in the appropriate way. Post marked personal, private and confidential must be passed to the practice manager Extraction of notes and/or summary sheets for visits and surgeries Organise requests for home visits and appropriate paperwork Be completely familiar with the Practice Complaints Procedure and advise and direct patients appropriately Chaperone when requested in accordance with the practice chaperone policy Ensure that daily messages for receptionist are read and understood Ensure safe procedures in handling specimens/samples/vaccines Ensure any unsafe features of public/office/reception areas and noticed and rectified or promptly and accurately reported Ensure waiting area is kept free from obstacles and is maintained in a tidy and presentable manner Leave reception area tidy and ready for incoming colleagues, together with information regarding unresolved or urgent problems Ensure tasks are completed Process prescriptions in accordance with the repeat prescribing protocol Filing and Record Keeping Locate patient records and re-file after use Filing of hospital letters; results, prescriptions and other documentation In-putting data from medical records and other clinical information Returning medical records Receiving medical records Passing on messages and recording in the relevant message books Providing a receipt to patients for insurance reports/private work Computer Duties Retrieving statistical data where requested Backing up of computer files for both servers and running cleaning tape as required Liaise with EMIS/CCG IT helpdesk when required Operation of the computer system programme and data in-put of clinical information where required Hospital letters/lab results - ensure it is date stamped, scanned and attached to the patient record via DOCMAN Designated Duties Setting up clinic rooms and surgeries for doctors and clinics Tidying of rooms at the end of surgeries and ensuring all documentation is safely stored Completion of forms required for surgeries The duties above may change in the light of developments within the Practice and are subject to review Team Awareness Understand own role within the Primary Health Care Team and its impact on patient care Understand other roles within the Primary Health Care Team Requests from colleagues are responded to willingly Where requests from colleagues cannot be met, reasons are clearly and politely given Be aware of the CCG or its successor and its role with regard to the Practice and patients Understand the need for continued training and self-development Participate in any training programme implemented by the practice as part of this employment Be aware of security measures within the practice to ensure patient and staff security at all times Employment Acts and Codes of Practice Comply with employment legislation and codes of good practice. Health and Safety In accordance with the Health Safety At Work Act 1974, and other supplementary legislation required, to take reasonable care to avoid injury during the course of work and co-operate with the Practice and others in meeting statutory requirements.