Amman Tawe Partnership
Please note the role will predominantly be based in our GCG/Garnant/Ystalyfera/Potardawe/ Brynamman branches however there will be occasions where you will be required to work from our Crosshands branch.
JOB DESCRIPTION
JOB TITLE: RECEPTIONIST
REPORTS TO: PRACTICE MANAGER
HOURS: 25.5 hours
Job summary:
The purpose of the role is to:
- Offer 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
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:
Reception Duties:
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
- Greeting patients via reception and telephone professionally and politely.
- Cover all reception duties as necessary
- Process requests for on the day and future appointments, from patients by telephone, online, email and in person ensuring patients are directed to the appropriate healthcare professional
- Re-arranging and cancelling appointments as necessary
- Maintaining and monitoring the practice appointments system
- Have working knowledge of telephone system during and after hours
- Arranging Interpreters as and when needed to support our patients.
- Liaison between patients/outside agencies and clinicians.
- Supporting Clinical staff as and when needed
- Accept and produce receipts for private work payments
- Reiterate test results to patients where appropriate
- Processing and distributing incoming (and outgoing) mail
- Process administrative queries and requests from patients, other primary care providers, secondary care providers, Voluntary sector and public sector
- Filing and retrieving paperwork
- Processing repeat prescriptions in accordance with practice guidelines
- Complete tasks as set by clinical staff members via the clinical system
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Clearing and re-stocking of consulting rooms as required
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, faxing, photocopying and scanning
- Registrations of new patients – computer data entry and medical records
- Process patients’ changes of address – computer data and medical records (have knowledge of practice area)
- Ordering, re-ordering and monitoring of stationery and other supplies
- Provision of refreshments for staff and visitors as required; 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
- Any other tasks allocated by Management.
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, 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 guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way, free from hazards
- Actively reporting health and safety hazards and infection hazards immediately when recognised
- 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 holder’s 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 people’s 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 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 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 team’s performance
- Work effectively with individuals in other agencies to meet patients’ needs
- Effectively manage 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 people’s 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
Pay: From £12.21 per hour
Benefits:
- Company pension
- Free flu jabs
- Free parking
- On-site parking
- Sick pay
Work Location: In person
