Job Description: Administrator / Receptionist Location: St. Georges Medical Practice, 93 Musters Road, West Bridgford, Nottingham, NG2 7PG Responsible for: No Supervisory responsibility for staff Responsible to: Senior Receptionist Accountable to: Management team and Partners Role Summary To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required. To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers. To perform administrative tasks efficiently and accurately. Mission Statement We aim to provide high quality, safe and compassionate care in partnership with our patients and seek to continuously improve the service we offer. Primary Key Responsibilities The following are the core Receptionist / Administrator responsibilities: Maintain and monitor the practice appointment system. Process personal, telephone and e-requests for appointments. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately. Signpost patients to the correct service. Initiating contact with and responding to, requests from patients, team members and external agencies. Photocopy documentation as required. Data entry of new and temporary registrations and relevant patient information as required. Process repeat prescription requests in accordance with practice guidelines. Scan patient related documentation and attach scanned documents to patients healthcare records Action incoming emails and correspondence as necessary Dealing with incoming and outgoing post. Order and monitor stationery supplies as required. Handling cash and card payments from patients correctly and accurately. Input data into patients healthcare records as necessary. Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team. Manage all queries as necessary in an efficient manner. Maintain a clean, tidy, effective working area at all times Support all clinical staff with general tasks as requested. Complete opening and closing procedures in accordance with practice procedures. Acting as a fire marshal following practice procedures. Generic Responsibilities All staff at this organisation have a duty to conform to the following: Equality, Diversity and Inclusion (ED&I) A good attitude and positive action towards Equality Diversity & Inclusion creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons it improves operational effectiveness, it is morally the right thing to do and it is required by law. Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect. Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect. Safety, Health, Environment and Fire (SHEF) This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety. The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines. All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the: Health and Safety at Work Act 1974 Environmental Protection Act 1990 Environment Act 1995 Fire Precautions (workplace) Regulations 1999 Other statutory legislation which may be brought to the post holders attention Confidentiality The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality. It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service. Induction We will provide a full induction programme, and management will support you throughout the process. Learning and development The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate. The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences). The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning. Collaborative working All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team. Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner. All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence. Plans and outcomes by which to measure success should be agreed. Infection Control All staff must ensure all polices relating to infection control are adhered to, to include suitable hand hygiene, appropriate use of PPE and correct disposal of waste. Managing information All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information. Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes. Service delivery Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to. Security The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.