Job summary
:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide 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.
Administration
1. To have a thorough knowledge of all practice procedures
2. To work in accordance of written protocols
3. Pulling/filing notes for surgeries and updating as necessary
4. Filing post in medical records
5. Photocopy / scan as requested
Reception
6. Receiving patients, consulting with members of practice team
7. Handing completed repeat prescriptions to patient and checking names and address.
8. Be able to cover all reception position as necessary
Appointments
9. Process appointment requests for today/future appointments from patients by telephone and in person.
10. Deal with visits/requests
Computer
11. Registrations of new patients computer data entry and medical records
12. Process patients changes of address computer data and medical records (have knowledge of practice area)
13. Process repeat prescription requests in accordance with practice guidelines
Telephone
14. Have working knowledge of telephone/bleep system, during and after hours
15. Cover for telephonist when necessary
Other Tasks
16. Clear rooms after surgeries
17. Ensure building security have thorough knowledge of doors / windows / alarm
18. Any other tasks allocated by managers
Confidentiality:
19. 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
20. 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
21. 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:
22. Using personal security systems within the workplace according to practice guidelines
23. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
24. Making effective use of training to update knowledge and skills
25. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
26. Actively reporting of health and safety hazards and infection hazards immediately when recognised
27. 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 holders role
28. Undertaking periodic infection control training (minimum annually)
29. Reporting potential risks identified
30. 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:
31. Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
32. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
33. 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:
34. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
35. 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:
36. Alert other team members to issues of quality and risk
37. Assess own performance and take accountability for own actions, either directly or under supervision
38. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
39. Work effectively with individuals in other agencies to meet patients needs
40. 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:
41. Communicate effectively with other team members
42. Communicate effectively with patients and carers
43. Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
44. Apply practice policies, standards and guidance
45. Discuss with other members of the team how the policies, standards and guidelines will affect own work
46. Participate in audit where appropriate
Person Specification
Qualifications
Essential
47. Excellent communication skills (written and oral)
48. Strong IT skills
49. Clear, polite telephone manner
50. Competent in the use of Office and Outlook
51. Effective time management (Planning & Organising)
52. Ability to work as a team member and autonomously
53. Good interpersonal skills
54. Problem solving & analytical skills
55. Ability to follow policy and procedure
56. Essential qualities:
57. Polite and confident
58. Flexible and cooperative
59. Motivated
60. Forward thinker
61. High levels of integrity and loyalty
62. Sensitive and empathetic in distressing situations
63. Ability to work under pressure
64. Flexibility to work outside of core office hours
Desirable
65. GCSE level or equivalent (including Maths & English grade C and above)
66. AMSPAR Receptionist qualification
67. NVQ Level 2 Health and Social Care
68. Experience in use of EMIS Web (patient records software)
69. Experience of working with the general public
70. Experience of working in a health care setting