Job description:
1. To be responsible, together with the other receptionists, for the interface between the Practice and the general public, particularly the patients of the Practice, both in person and on the telephone. To work closely with the other Reception staff to ensure the smooth running of Reception and efficient delivery of service to the patients. To work together with colleagues to ensure the timely and accurate recording of data onto patients electronic records including registration and removal. 2. To greet and direct patients and visitors to the practice promptly and courteously, assisting with enquiries, ensuring that accurate information is supplied,and that the reception desk is constantly attended. Be responsible, together with the other reception staff, for the appointment system including online booking and the NHS and GP Apps 3. To process all incoming and outgoing telephone calls, ensuring that callers are answered courteously, promptly and clearly and that accurate messages are always passed on to the appropriate person. 4. Process messages, texts and e-mails in accordance with practice policies and protocols 5. To maintain accurate patient record systems, both manual and computerised, including movement of records and filing or scanning of all correspondence, in accordance with practice protocols 6. To share responsibility for the administration associated with reception working to practice protocols and policies, including chasing up results, booking interpreters, filing, clinical coding and other data entry, opening the daily post and any other reasonable duties that may arise. 7. To be responsible for the registration of new patients: assessing and explaining eligibility in line with practice protocols; providing information on the Health Service; assisting with form filling; and accurate computer entry of registration details 8. To share responsibility for opening and closing the building including, in line with practice protocols. Including: to ensure the phone is switched on and off at the correct times; to lock and unlock the building; to set and deactivate the alarm; to switch equipment on at the beginning of the day and off at the end of the day. 9. To ensure that the reception and waiting areas are always kept tidy, stocked appropriately and free from hazards in accordance with practice policy and health and safety legislation. 10. Process incoming and outgoing medical records in line with current policy and guidelines 11. Be aware of the practice policies on confidentiality, disclosure of information and recording systems, both manual and computerised. To maintain strict confidentiality concerning patients, staff and Practice business at all times. 12. To be aware of the practice philosophy and treat patients and visitors with respect and tolerance. To liaise sensitively with people from a variety of backgrounds, often not fluent in English. To cope with the occasional rude and/or aggressive patient calmly, reporting such incidents to your line manager, Practice Manager or a Partner and calling for assistance when required. 13. To provide cover for absent colleagues and to work flexibly according to the needs of the practice. 14. To identify, together with your line manager, any personal training needs and to be prepared to undertake any relevant training courses when necessary. 15. To adhere to all relevant practice protocols. 16. Any other duties, appropriate to the post, as required by the management. TEAM WORKING To work harmoniously with all practice colleagues, with particular emphasis on other members of the Reception team. To take an active role in participating in the Practice team. To seek to improve communication skills and team working skills. EQUAL OPPORTUNITIES It is the aim of the practice to ensure that no job applicant or employee receives less favourable treatment on the grounds of sex, race, colour, religion, marital status, sexuality, age or disability and is not placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end the practice has an Equal Opportunities Policy and it is for each employee to contribute to its success. The post-holder should refer to the Equality and Diversity section of the Practice Handbook. CONFIDENTIALITY All information concerning patients/clients partners, staff and practice matters must be treated as strictly confidential at all times. The post-holder must familiarise themselves with the requirements under the Child Protection Policy and the Whistle-blowing policy and act in accordance with these guidelines. ACCESS TO HEALTH RECORDS All staff who contribute to patients health records are expected to be familiar with, and adhere to, the Practices Standards of Records Keeping Policy. Staff should be aware that patients records throughout the Practice will be subject to regular audit. In addition, all health professionals are advised to compile records on the assumption that they are accessible to patients in line with the Access to Health Records Act 1990. HEALTH AND SAFETY To be aware of the responsibility placed on employees under the Health and Safety Work Act (1974) and ensure that agreed safety procedures are carried out in order to maintain a safe environment for employees, patients and visitors. The post-holder should refer to the Practice Health Safety Policy. DATA PROTECTION If you have contact with computerised data systems you are required to obtain, process and/or use information held on a computer or word processor in a fair and lawful way. Further you are required to hold data only for the specific registered purpose and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed. NO SMOKING POLICY There is a no smoking policy in operation in the Practice. In accordance with this policy smoking is positively discouraged and is not permitted anywhere on the premises.
