JOB TITLE: RECEPTIONIST
REPORTS TO: PRACTICE MANAGER
HOURS: hours per week: 30 hours. Can be more or less for the right candidate
Welsh language preferred but not essential.
No GP practice experience necessary.
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 or Email. Booking and arranging of appointments and receiving, assisting, and directing 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 clerical support to clinical staff and other members of the practice team. Facilitate effective communication between patients, members the primary health care team, secondary care, and other associated healthcare agencies. Undertake the scanning of all received patient hospital and outpatient medical letters onto their computerised records, ensuring that the letters are scanned into the correct computer record and read coded as per the practice scanning policy.
Duties and Responsibilities: The duties and responsibilities to be undertaken by members of the practice team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving practice workload and staffing levels:
Receptionist: To be able to work in all three surgeries as necessary. To have a thorough knowledge of all Practice procedures. To understand the General Data Protection Regulations (GDPR) and the specific personal legal obligation with processing data. Inputting documents into patient records. Arranging appointments. Carrying out care navigation duties . Sending outgoing referral forms/letters electronically and hard copy where appropriate and tracking their receipt. Managing the surgery’s generic/and individual email accounts. Processing and distributing mail. Maintaining and monitoring the practice clinical system. Dealing with large numbers of telephone requests for appointments, visits and telephone consultations, general queries and ensuring callers are directed to the appropriate healthcare professional in the correct time frame. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Divert calls, take messages ensuring accuracy of detail and prompt appropriate delivery. Action repeat prescription requests and ensure that they are ready for collection by the patient within the timescales set by the practice. Handing completed repeat prescriptions to patients, checking names and addresses. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures. When required making sure medical records are updated. Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers by various methods, verbal, electronic, written etc. Monitoring of stationery and other supplies. Clearing and re-stocking consulting rooms as required. Keeping the surgery public areas clean and tidy and free from obstructions and clutter. Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols. Perform Chaperone duties when required. Be able to cover all reception positions as necessary. Any other duties assigned by the Practice Manager to aid in the smooth running of the practice.
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. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified.
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 recognizes 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 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: Patient Care Navigation Training – must be completed within 3 months of commencement of employment. Mandatory training programmes – health & safety, fire safety, manual handling etc. Undertake CPR training 3 yearly. 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. Ensuring mandatory training is up to date.
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 recognize 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: 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.
Job Types: Full-time, Part-time, Permanent
Benefits:
Work Location: In person
