Job 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, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages, and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
Generic Responsibilities: All staff at Whitwick Road Surgery have a duty to conform to the following:
1. Equality, Diversity & Inclusion (ED&I): A good attitude and positive action towards ED&I creates an environment where all individuals can achieve their full potential.
2. Safety, Health, Environment and Fire (SHEF): This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being, and safety.
3. Confidentiality: This practice is committed to maintaining an outstanding confidential service.
4. Quality & Continuous Improvement (CI): To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it.
5. Induction Training: On arrival at the practice all personnel are to complete a practice induction programme.
6. 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.
7. Collaborative Working: All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments.
8. Service Delivery: Staff must adhere to the information contained with practice policies and regional directives.
9. Security: The security of the practice is the responsibility of all personnel.
10. Professional Conduct: Staff are required to dress appropriately for their role.
11. Leave: All personnel are entitled to take leave.
Responsibilities: The following are the core responsibilities of the receptionist/administrator:
1. Maintaining and monitoring the practice appointment system including booking and amending appointments.
2. Process personal, telephone and e-requests for appointments.
3. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
4. Signpost patients to the correct service.
5. Manage all queries as necessary in an efficient manner.
6. Initiating contact with and responding to, requests from patients, team members and external agencies.
7. Support all clinical staff with general tasks as requested.
8. Photocopy documentation as required.
9. Ensure all filing is up to date and accurate.
10. Ensure potential new patients meet appropriate practice criteria.
11. Data entry of new and temporary registrations and relevant patient information as required.
12. Timely processing of new patient acceptances.
13. As required support the management of repeat prescriptions, ensuring they are processed accurately and efficiently.
14. Processing of electronic blood results daily.
15. Ensure all mail is distributed to the relevant members of the team.
16. Input data into the patients healthcare records as necessary.
17. Read code data on the clinical system.
18. Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
19. Direct requests for information i.e., SAR, insurance / solicitors letters and DVLA forms to the administrative team.
20. Handling of cash and recording of private fees in the cash book.
21. Carry out system searches as requested.
22. Support all reception/administration staff, providing cover during staff absences.
23. Chaperoning.
24. Ordering and monitoring of stationery supplies.
25. Monitor and maintain the reception area and notice boards.
26. Maintain a clean, tidy, effective working area always.
27. Ensure the reception and waiting room areas are always clean and tidy and presentable.
28. Complete opening and closing procedures in accordance with the duty rota.
29. Partake in audit as directed by the audit lead.
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