Receptionist/Admin

HURLEY GROUP JOB DESCRIPTION POST Receptionist LINE MANAGER/ SUPERVISOR Reception Manager LOCATION Sternhall Lane Surgery JOB PURPOSE: It is the role of the Receptionist to assist the patients in the easiest possible way to see a clinician. To facilitate this the receptionist will ensure that : I. Patient enquiries are handled courteously, efficiently and with empathy. II. Filing, record keeping, and the distribution of documents are undertaken efficiently and promptly. III. Administration tasks are undertaken with due care and attention to details. MAIN DUTIES RESPONSIBILITIES PERSON SPECIFICATION LEVEL ( ) Reception duties Opens and closes premises punctually as required. Checks in and directs patients appropriately. Takes and records accurate messages and passes on to relevant people. Keeps the appointment book up to date and operates the appointment system as directed. Arranges repeat prescriptions. Aids special needs patients. Liaise with outside organisations. Arrange ambulance transport to hospitals Arrange interpreters, as required Direct patients wishing to make a complaint to the appropriate practice procedure. Collects specimens from patients, stores correctly and prepares specimens for daily collection Dealing with telephone queries Have a working knowledge of telephones during and after hours To provide cover for reception and administrative staff if required. Maintain office supplies Admin duties Opens, distributes and posts mail. Arranges non-routine appointments (secondary care) Register new patients. Return records to the Health Authority. Prepare records for deductions Maintain age/sex and patient registers and disease index. Scans work flow and distribute information to team Actions Lab Link results Complete the relevant claim forms. Participate in any project or audit that the practice may do from time to time. General duties Prepares and tidies consulting rooms, including stocking up with stationery and equipment. Ensure posters and leaflet displays are tidy and in date Watches for and reports to the Health and safety representative matters affecting safety and security in accordance with the Practice Health and Safety Policy. • To ensure that letters and reports are produced promptly and well laid out in order to maintain the efficient running of the service. • To ensure all enquiries are handled efficiently and courteously. • Typing all referral letters and other correspondence dictated by the clinicians and other members of the team, taking note of deadlines. • Undertaking record keeping for all referrals, and recording stats and data for audit and evaluation • Reconciliation of referrals details with invoices • Preparing reports and photocopying for medical reports- including typing or printing of patient summaries recording receipt and dispatch of records/ reports • Liaison and organisation of practitioner-patient appointments with outside agencies • Request results/ letters /notes/reports from other agencies as required • Maintaining file of requests for medical reports of patients from outside agencies. Scanning onto electronic patient records CONFIDENTIALITY In the course of your employment you will have access to confidential information relating to Hurley Group business. You are required to exercise due consideration in the way you use such information and should not act in any way which might be prejudicial to the Hurley Group interests. Information for extra consideration includes access to the general business of the practice and any information regarding individuals. Information relating to patients, carers, colleagues, other healthcare workers, or the business of Hurley Group 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, If you are in any doubt regarding the use of information in the pursuit of your duties you should seek advice from your line manager before communicating any information to any third party DATA PROTECTION Hurley Group is registered under the Data Protection Act (DPA) 1984. You must not at any time use the personal data held by Hurley Group for any purpose not described in the registry entry or disclose to a third party It is essential that a strict code of confidentiality is adhered to all times All dealing within Hurley Group remain strictly confidential and the post holder would be expected to maintain confidentiality at all times during employment and also after employment has ended with the Hurley Group If you are in any doubt regarding what you should or should not do in connection with the DPA then you must contact your line manager HEALTH AND SAFETY Employees must be aware of the responsibility placed upon them under the Health and Safety at Work act 1974 to maintain a healthy and safe environment for both staff and visitors The post-holder will assist in promoting and maintaining their own and others health and safety and security as defined in the Health and Safety Policy (Staff Handbook) Using personal security systems within the workplace according to Hurley Group guidelines Identifying risks involved in work activities and ensuring appropriate safeguards are used when the activities are undertaken 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 Reporting any risks that are identified both timely and accurately to your line manager EQUALITY AND DIVERSITY The post-holder will support the equality, diversity, and rights of patients and carers colleagues to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Hurley Group Policies, Procedures and current legislation Respecting the privacy, dignity, needs, and beliefs of patients carers and colleagues Behaving in a manner which is welcoming, non-judgemental and respects their circumstances, feelings, priorities and rights QUALITY The Post-holder will strive to maintain quality within the practice and will: Alert other team members to issues that affect quality and risk Assess own performance and take accountability for their own actions either directly or, under supervision Contribute to the effectiveness of the team by reflecting on their own and team activities, making suggestions on ways to improve and enhance team performance Work effectively with individuals in other agencies to meet patient 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 Patients and carers Recognise: Peoples need for alternative methods of communication and respond accordingly CONTRIBUTION TO THE IMPLMENTATION OF SERVICES The post-holder will Apply Hurley Group , standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect their own work Participate in audit where appropriate FINANCIAL REGULATIONS All Staff are responsible for security of any property belonging to Hurley Group avoiding loss or damage and being economical and efficient in the use of resources Staff should conform to the requirements of the financial procedures which include the Bribery, Fraud and Corruption Policy and other polices as set out in the Staff Handbook SAFEGUARDING OF CHILDREN AND VULNERABLE ADULTS All employees have a responsibility for: Safeguarding children and Safeguarding Adults in the course of their daily duties For ensuring that they are aware of the specific Safeguarding duties related to their role GENERAL The post-holder Is advised that the job description describes responsibilities as they are currently required and these are subject for review and updating in the light of changing service needs. Any changes will be subject to consultation as part of the annual appraisal Should be aware that job descriptions are not fixed although every effort is made to ensure that the responsibilities reflect what you are being asked to do. However by the nature of the business that Hurley Group undertakes this demands flexibility in order to provide a service to our patients and Doctors. The job title and description may be amended and you may be asked to undertake additional duties not specified that may be reasonably required May be expected to work at any of the medical practice sites in line with service needs Must at all times carry out his/her responsibilities with due regard to the Hurley Group Equal Opportunities Policy (Staff Handbook) Has a contractual duty to participate in the practice performance appraisal scheme and to contribute to their own personal development and the development of any staff they are responsible for Is expected to follow the Hurley Groups general standards of performance and behaviours. If you require a copy of this document please ask your line manager or contact the HR department Job description Job responsibilities HURLEY GROUP JOB DESCRIPTION POST Receptionist LINE MANAGER/ SUPERVISOR Reception Manager LOCATION Sternhall Lane Surgery JOB PURPOSE: It is the role of the Receptionist to assist the patients in the easiest possible way to see a clinician. To facilitate this the receptionist will ensure that : I. Patient enquiries are handled courteously, efficiently and with empathy. II. Filing, record keeping, and the distribution of documents are undertaken efficiently and promptly. III. Administration tasks are undertaken with due care and attention to details. MAIN DUTIES RESPONSIBILITIES PERSON SPECIFICATION LEVEL ( ) Reception duties Opens and closes premises punctually as required. Checks in and directs patients appropriately. Takes and records accurate messages and passes on to relevant people. Keeps the appointment book up to date and operates the appointment system as directed. Arranges repeat prescriptions. Aids special needs patients. Liaise with outside organisations. Arrange ambulance transport to hospitals Arrange interpreters, as required Direct patients wishing to make a complaint to the appropriate practice procedure. Collects specimens from patients, stores correctly and prepares specimens for daily collection Dealing with telephone queries Have a working knowledge of telephones during and after hours To provide cover for reception and administrative staff if required. Maintain office supplies Admin duties Opens, distributes and posts mail. Arranges non-routine appointments (secondary care) Register new patients. Return records to the Health Authority. Prepare records for deductions Maintain age/sex and patient registers and disease index. Scans work flow and distribute information to team Actions Lab Link results Complete the relevant claim forms. Participate in any project or audit that the practice may do from time to time. General duties Prepares and tidies consulting rooms, including stocking up with stationery and equipment. Ensure posters and leaflet displays are tidy and in date Watches for and reports to the Health and safety representative matters affecting safety and security in accordance with the Practice Health and Safety Policy. • To ensure that letters and reports are produced promptly and well laid out in order to maintain the efficient running of the service. • To ensure all enquiries are handled efficiently and courteously. • Typing all referral letters and other correspondence dictated by the clinicians and other members of the team, taking note of deadlines. • Undertaking record keeping for all referrals, and recording stats and data for audit and evaluation • Reconciliation of referrals details with invoices • Preparing reports and photocopying for medical reports- including typing or printing of patient summaries recording receipt and dispatch of records/ reports • Liaison and organisation of practitioner-patient appointments with outside agencies • Request results/ letters /notes/reports from other agencies as required • Maintaining file of requests for medical reports of patients from outside agencies. Scanning onto electronic patient records CONFIDENTIALITY In the course of your employment you will have access to confidential information relating to Hurley Group business. You are required to exercise due consideration in the way you use such information and should not act in any way which might be prejudicial to the Hurley Group interests. Information for extra consideration includes access to the general business of the practice and any information regarding individuals. Information relating to patients, carers, colleagues, other healthcare workers, or the business of Hurley Group 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, If you are in any doubt regarding the use of information in the pursuit of your duties you should seek advice from your line manager before communicating any information to any third party DATA PROTECTION Hurley Group is registered under the Data Protection Act (DPA) 1984. You must not at any time use the personal data held by Hurley Group for any purpose not described in the registry entry or disclose to a third party It is essential that a strict code of confidentiality is adhered to all times All dealing within Hurley Group remain strictly confidential and the post holder would be expected to maintain confidentiality at all times during employment and also after employment has ended with the Hurley Group If you are in any doubt regarding what you should or should not do in connection with the DPA then you must contact your line manager HEALTH AND SAFETY Employees must be aware of the responsibility placed upon them under the Health and Safety at Work act 1974 to maintain a healthy and safe environment for both staff and visitors The post-holder will assist in promoting and maintaining their own and others health and safety and security as defined in the Health and Safety Policy (Staff Handbook) Using personal security systems within the workplace according to Hurley Group guidelines Identifying risks involved in work activities and ensuring appropriate safeguards are used when the activities are undertaken 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 Reporting any risks that are identified both timely and accurately to your line manager EQUALITY AND DIVERSITY The post-holder will support the equality, diversity, and rights of patients and carers colleagues to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Hurley Group Policies, Procedures and current legislation Respecting the privacy, dignity, needs, and beliefs of patients carers and colleagues Behaving in a manner which is welcoming, non-judgemental and respects their circumstances, feelings, priorities and rights QUALITY The Post-holder will strive to maintain quality within the practice and will: Alert other team members to issues that affect quality and risk Assess own performance and take accountability for their own actions either directly or, under supervision Contribute to the effectiveness of the team by reflecting on their own and team activities, making suggestions on ways to improve and enhance team performance Work effectively with individuals in other agencies to meet patient 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 Patients and carers Recognise: Peoples need for alternative methods of communication and respond accordingly CONTRIBUTION TO THE IMPLMENTATION OF SERVICES The post-holder will Apply Hurley Group , standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect their own work Participate in audit where appropriate FINANCIAL REGULATIONS All Staff are responsible for security of any property belonging to Hurley Group avoiding loss or damage and being economical and efficient in the use of resources Staff should conform to the requirements of the financial procedures which include the Bribery, Fraud and Corruption Policy and other polices as set out in the Staff Handbook SAFEGUARDING OF CHILDREN AND VULNERABLE ADULTS All employees have a responsibility for: Safeguarding children and Safeguarding Adults in the course of their daily duties For ensuring that they are aware of the specific Safeguarding duties related to their role GENERAL The post-holder Is advised that the job description describes responsibilities as they are currently required and these are subject for review and updating in the light of changing service needs. Any changes will be subject to consultation as part of the annual appraisal Should be aware that job descriptions are not fixed although every effort is made to ensure that the responsibilities reflect what you are being asked to do. However by the nature of the business that Hurley Group undertakes this demands flexibility in order to provide a service to our patients and Doctors. The job title and description may be amended and you may be asked to undertake additional duties not specified that may be reasonably required May be expected to work at any of the medical practice sites in line with service needs Must at all times carry out his/her responsibilities with due regard to the Hurley Group Equal Opportunities Policy (Staff Handbook) Has a contractual duty to participate in the practice performance appraisal scheme and to contribute to their own personal development and the development of any staff they are responsible for Is expected to follow the Hurley Groups general standards of performance and behaviours. If you require a copy of this document please ask your line manager or contact the HR department