Receptionist/Administrator

MAIN DUTIES AND RESPONSIBILITIES The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the duties listed below. Duties may be varied from time to time under the direction of the Reception Team Lead/Deputy Practice Manager dependant on current and evolving practice workload and staffing levels. Processing personal and telephone requests efficiently and effectively, ensuring callers are directed in accordance with the care navigation pathway, with appointments, visits and telephone consultations just some of the options on that pathway Registering patients and explaining practice arrangements and requirements for new and temporary patients in line with practice protocols Managing requests for home visits and emergency situations in accordance with practice protocols Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers Ensure patients are informed if a GP is running late or called out Clearing and re-stocking of consulting rooms with office stationery as required Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter Acting as a chaperone for clinicians if appropriately trained (training is provided) Provision of refreshments for staff and visitors as required; and keeping the kitchen area clean and tidy Advise patients of relevant charges for non-NHS services, accept payments and issue receipts Awareness of Information Governance and its impact on the reception/admin team, quickly directing Individual Rights or Subject Access requests in accordance with practice protocol, informing Deputy Practice Manager by email and completing appropriate register Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures, including managing the actions through the reception workflow process Monitoring the enquiries and personal email, reading and responding to all emails promptly Processing and distributing incoming and outgoing mail Taking messages and passing on information Ordering, re-ordering and monitoring of sundry kitchen supplies Filing and retrieving paperwork Receiving complaints in a calm and courteous manner, ensuring they are directed swiftly to either the Deputy Practice Manager or Practice Manager, to facilitate the most satisfactory outcome Opening and locking up procedures and maintaining security in accordance with practice protocols Administration Provide clerical assistance to practice staff as required from time to time, including data processing, filing, photocopying and scanning Summarise medical notes of patients Use a clinical coding system for coding medical information onto practice system Assisting with the flu, shingles and blood pressure lists, contacting patients to come in for appointments Processing repeat prescriptions in accordance with practice guidelines Keeping the scanning up to date as and when required Dealing with the path lab results - including blood results - and ensuring patients are followed up to request their results This job description is not an exhaustive task list, but reflects the main areas of responsibility and authority of the post Demonstrate professional, well established and effective communication skills, both internal and external to the practice working collaboratively with the administration, clinical and GP teams. Safeguarding is everyones responsibility, and all employees are required to act in such a way that always safeguards the health and well-being of children and vulnerable adults. Familiarisation with, and adherence to, the appropriate organisational Safeguarding Policies and any associated guidance is an essential requirement of all employees as is participation in related mandatory/statutory training. Undertake relevant training as required. Continually update own knowledge and skills within the role Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety It is the responsibility of all staff to respect the confidentiality of the practice, it's patients and its staff, as specified in the Caldicott Principles, Data Protection Act and the Human Rights Act. It is the duty of every employee to: Only access a person's identifiable information as required in the execution of their duties Disclose information appropriately, in line with the Data Protection Act To store confidential information in line with practice protocols and policies Non-disclosure of private and confidential information regarding the running of the practice and/or its finance. All such information from any source is regarded as strictly confidential Health & safety Assist in promoting and maintaining your own and others health and safety as defined in the Practices Health & Safety policies and other relevant policies e.g. infection control. This includes: Identifying risks in involved in work activities and undertaking such activities in a way that minimises those risks Taking part in required training and putting training into practice Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting health and safety and infection hazards immediately when identified Keeping own work areas and general patient areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role Supports the equality, diversity and rights of patients, carers and colleagues, to include: Acts in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respects the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaves in a manner which is welcoming to and of the individual, is non judgmental and respects their circumstances, feelings priorities and rights. More generally - To support the Reception Team Lead and Deputy Practice Manager to ensure services delivered to patients and staff are managed in an open and honest environment which promotes understanding, trust, respect and compassion. Job description Job responsibilities MAIN DUTIES AND RESPONSIBILITIES The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the duties listed below. Duties may be varied from time to time under the direction of the Reception Team Lead/Deputy Practice Manager dependant on current and evolving practice workload and staffing levels. Processing personal and telephone requests efficiently and effectively, ensuring callers are directed in accordance with the care navigation pathway, with appointments, visits and telephone consultations just some of the options on that pathway Registering patients and explaining practice arrangements and requirements for new and temporary patients in line with practice protocols Managing requests for home visits and emergency situations in accordance with practice protocols Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers Ensure patients are informed if a GP is running late or called out Clearing and re-stocking of consulting rooms with office stationery as required Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter Acting as a chaperone for clinicians if appropriately trained (training is provided) Provision of refreshments for staff and visitors as required; and keeping the kitchen area clean and tidy Advise patients of relevant charges for non-NHS services, accept payments and issue receipts Awareness of Information Governance and its impact on the reception/admin team, quickly directing Individual Rights or Subject Access requests in accordance with practice protocol, informing Deputy Practice Manager by email and completing appropriate register Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures, including managing the actions through the reception workflow process Monitoring the enquiries and personal email, reading and responding to all emails promptly Processing and distributing incoming and outgoing mail Taking messages and passing on information Ordering, re-ordering and monitoring of sundry kitchen supplies Filing and retrieving paperwork Receiving complaints in a calm and courteous manner, ensuring they are directed swiftly to either the Deputy Practice Manager or Practice Manager, to facilitate the most satisfactory outcome Opening and locking up procedures and maintaining security in accordance with practice protocols Administration Provide clerical assistance to practice staff as required from time to time, including data processing, filing, photocopying and scanning Summarise medical notes of patients Use a clinical coding system for coding medical information onto practice system Assisting with the flu, shingles and blood pressure lists, contacting patients to come in for appointments Processing repeat prescriptions in accordance with practice guidelines Keeping the scanning up to date as and when required Dealing with the path lab results - including blood results - and ensuring patients are followed up to request their results This job description is not an exhaustive task list, but reflects the main areas of responsibility and authority of the post Demonstrate professional, well established and effective communication skills, both internal and external to the practice working collaboratively with the administration, clinical and GP teams. Safeguarding is everyones responsibility, and all employees are required to act in such a way that always safeguards the health and well-being of children and vulnerable adults. Familiarisation with, and adherence to, the appropriate organisational Safeguarding Policies and any associated guidance is an essential requirement of all employees as is participation in related mandatory/statutory training. Undertake relevant training as required. Continually update own knowledge and skills within the role Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety It is the responsibility of all staff to respect the confidentiality of the practice, it's patients and its staff, as specified in the Caldicott Principles, Data Protection Act and the Human Rights Act. It is the duty of every employee to: Only access a person's identifiable information as required in the execution of their duties Disclose information appropriately, in line with the Data Protection Act To store confidential information in line with practice protocols and policies Non-disclosure of private and confidential information regarding the running of the practice and/or its finance. All such information from any source is regarded as strictly confidential Health & safety Assist in promoting and maintaining your own and others health and safety as defined in the Practices Health & Safety policies and other relevant policies e.g. infection control. This includes: Identifying risks in involved in work activities and undertaking such activities in a way that minimises those risks Taking part in required training and putting training into practice Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting health and safety and infection hazards immediately when identified Keeping own work areas and general patient areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role Supports the equality, diversity and rights of patients, carers and colleagues, to include: Acts in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respects the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaves in a manner which is welcoming to and of the individual, is non judgmental and respects their circumstances, feelings priorities and rights. More generally - To support the Reception Team Lead and Deputy Practice Manager to ensure services delivered to patients and staff are managed in an open and honest environment which promotes understanding, trust, respect and compassion.