General Practice Receptionist

Job Purpose To be the first point of contact for patients and families and service users in a clinical environment. To provide an efficient and effective patient reception/administration function within the primary care setting. General Requirements As part of the reception team supporting a busy practice you will be the first point of call, either over the telephone or face to face on reception, for patients/service users; families and visitors to the practice, using appropriate communication skills to support access to the practice and the booking of appointments. Principal Duties Operating the administrative functions of the services’ telephone booking system. Front of house, welcome role, meeting and greeting patients coming into the practice. Work as a member of the reception team providing all aspects of reception duties including taking & recording messages, booking of appointments for patients and answering telephone enquiries. Process new patient registrations and temporary registrations. Respond appropriately to verbal complaints and refer any unresolved issues to support/operational management when necessary. Use appropriate methods to communicate effectively within a team i.e. email, attending meetings. Carry out a variety of clerical duties as and when required i.e. scanning, filing and photocopying. Open post received on site(s) and deal with it appropriately, scanning into SystmOne where required. To record episodes from incoming items of post and log correctly. Provide administrative support for data quality. To assist with the daily production of prescriptions, nomads & repeat dispensing. To assist the office manager and other practice staff with the induction of any new or temporary receptionist staff. Act upon Doctors requests to follow up patients i.e. liaise with other agencies, secondary care, patients, families and carers on the practice’s behalf (Tasks). Deal with incoming telephone calls and act upon each appropriately i.e. offer and book an appropriate appointment, refer for further clinical advice. Take and record messages for clinical staff e.g. home visits and further medical advice. Shared responsibility for reception, waiting room and consultation rooms’ upkeep and tidiness including leaflets and posters. Reporting of faults, equipment breakdown or failure, building maintenance to the office manager. Process and acknowledge receipt of monies from patients, as required. Be aware of Health & Safety policies and procedures and report any occurrences of incidents to management, using the incident reporting procedure. Opening and securing of premises as required. Other To be responsible for continuing personal development To have an annual appraisal with line manager. Service Development Assist in development of practice policies and procedures. 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 Job description Job responsibilities Job Purpose To be the first point of contact for patients and families and service users in a clinical environment. To provide an efficient and effective patient reception/administration function within the primary care setting. General Requirements As part of the reception team supporting a busy practice you will be the first point of call, either over the telephone or face to face on reception, for patients/service users; families and visitors to the practice, using appropriate communication skills to support access to the practice and the booking of appointments. Principal Duties Operating the administrative functions of the services’ telephone booking system. Front of house, welcome role, meeting and greeting patients coming into the practice. Work as a member of the reception team providing all aspects of reception duties including taking & recording messages, booking of appointments for patients and answering telephone enquiries. Process new patient registrations and temporary registrations. Respond appropriately to verbal complaints and refer any unresolved issues to support/operational management when necessary. Use appropriate methods to communicate effectively within a team i.e. email, attending meetings. Carry out a variety of clerical duties as and when required i.e. scanning, filing and photocopying. Open post received on site(s) and deal with it appropriately, scanning into SystmOne where required. To record episodes from incoming items of post and log correctly. Provide administrative support for data quality. To assist with the daily production of prescriptions, nomads & repeat dispensing. To assist the office manager and other practice staff with the induction of any new or temporary receptionist staff. Act upon Doctors requests to follow up patients i.e. liaise with other agencies, secondary care, patients, families and carers on the practice’s behalf (Tasks). Deal with incoming telephone calls and act upon each appropriately i.e. offer and book an appropriate appointment, refer for further clinical advice. Take and record messages for clinical staff e.g. home visits and further medical advice. Shared responsibility for reception, waiting room and consultation rooms’ upkeep and tidiness including leaflets and posters. Reporting of faults, equipment breakdown or failure, building maintenance to the office manager. Process and acknowledge receipt of monies from patients, as required. Be aware of Health & Safety policies and procedures and report any occurrences of incidents to management, using the incident reporting procedure. Opening and securing of premises as required. Other To be responsible for continuing personal development To have an annual appraisal with line manager. Service Development Assist in development of practice policies and procedures. 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