Receptionist - Middle Lane Surgery

JOB TITLE: RECEPTIONIST (GP SURGERY)

REPORTS TO: RECEPTION TEAM LEADER

HOURS: 20 HOURS PER WEEK

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

Duties and Responsibilities:
Administration
- To have a thorough knowledge of Practice procedures ensuring high standards are promoted
- To work in accordance of written protocols and scope of role
- General administrative tasks
- Open and distribute incoming mail including electronic mail

Reception
- Ensure an effective and efficient reception service is provided to patients any other visitors to the practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments
- Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
- Handing completed repeat prescriptions to patient and checking names and address.
- Be able to cover all reception position as necessary
- Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork

Appointments
- Process appointment requests for today future appointments from patients by telephone and in person
- Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor

Computer
- Registrations of new patients - computer data entry and medical records.
- Process patients change of address - computer data and medical records (have knowledge of Practice area.
- Ensure the Practice’s Standard Operating Policies are adhered to.

Telephone
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Have working knowledge of telephone during and after hours.
- A friendly and helpful approach

Other Tasks
- Assist in the dispensary (training will be given)
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all the necessary preparations to receive patients
- Ensure all Health & Safety checks are undertaken within the desired timescales as indicated in the Practice’s Health & Safety Policy
- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, all electrical equipment has been turned off and the alarm activated

Confidentiality:

- 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
- 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
- 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:
This will include (but will not be limited to):

- Using personal security systems within the workplace according to Practice guidelines
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness.
- Undertaking mandatory training
- Reporting potential risks identified

Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

- Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Developmen