Job Summary: To provide a comprehensive reception service to achieve an efficient and effective service in providing the best possible care to patients.
Receptionists will:
1. Greet people in a professional and courteous manner
2. Pass on relevant information and answer queries
3. Assist people to access the services they need
4. Undertake a variety of reception duties to assist in the smooth running of the Practice
Duties and Responsibilities:
1. Answer the telephone as a priority
2. Book/cancel appointments
3. Take messages accurately and pass on in a timely manner
4. Organise home visit requests
5. Deal with general enquiries and complaints
6. Forward any queries relating to prescriptions to the Pharmacy Technicians
7. Give out pathology results
8. Register new patients and temporary residents and make up paper records
9. Process deducted patients and send records to Primary Care Services Agency
10. Greet and direct patients and visitors
11. Organise translators
12. Respond to the needs of GPs and Nurses to enable efficient clinics
13. Input and extract information from the Practice computer system
14. Update the clinical system with information (e.g., smoking, ethnicity)
15. Action change of address notifications
16. Perform filing, record keeping, and distribution of documents as appropriate
17. Effectively liaise with Practice, Primary Care Organisations, patients, and other external organisations to assist promptly with the resolution and administration of queries
18. Fully utilise EMISWeb and other IT systems
19. Monitor and check tasks and workflows
20. Communicate effectively with the reception team to ensure policies and procedures are kept up to date
21. Keep directories and databases up to date to ensure an efficient workflow
22. Demonstrate duties to new or less experienced staff
23. Resolve job-related issues, including patient documentation and help resolve minor problems
24. Photocopying
25. Dealing with mail (internal and external)
26. Attend meetings when required
27. Work safely at all times in accordance with legislation and Practice policies and procedures
28. Be flexible in availability and able to cover for colleagues absent from work due to annual leave or sickness
29. Perform any other reasonable duties requested by the Practice Manager or GP
This list is not exhaustive. In addition to the above, the post holder will show respect and courtesy to patients and colleagues, maintaining confidentiality of patient and other Practice information at all times. Working occasional extra hours may be required.
Working Relationships:
1. General Practitioners
2. Practice Manager and Team Leader
3. Other members of the secretarial team
4. Members of the Practice/community nursing team
5. Other members of the Primary Health Care Team
6. Patients
7. Outside agencies (e.g., Secondary Care Trusts, Community Services)
All members of staff may be asked to attend periodic Staff Meetings, which may be held outside their normal working hours. They may also be required to work extra hours covering for holidays and sickness, including Saturday mornings and possibly weekend work on a rota basis.
Confidentiality: In the course of seeking treatment, patients entrust us with sensitive information. All such information is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, and the business of the Practice may only be divulged to authorised persons in accordance with Practice policies and procedures.
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.
Equality and Diversity: The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues.
Personal Development: The post-holder will participate in any training programme implemented by the Practice.
Quality: The post-holder will strive to maintain quality within the practice.
Communication: The post-holder should recognize the importance of effective communication within the team.
Contribution to the Implementation of Services: The post-holder will apply Practice policies, standards, and guidance.
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