Medical Receptionist

1. Communications and Relationship skills - (Factor 1) To greet service users in an efficient and friendly manner. To answer telephone enquiries sensitively and initiate appropriate action, including care navigation to appropriate community services. Be sympathetic and sensitive to the requirements of staff, service users and stakeholders when communicating by telephone or face to face, including dealing with a difficult situation, e.g.

Support and uphold an open, positive and honest working culture. 2. Analytical and Judgemental skills - (Factor 3) To monitor and collect all patient data required, ensuring compliance with accurate data collection. Contribute to QOF targets and achievement.

Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision. Ability to recognise situations that should be referred onto the Supervisor / Line Manager and take prompt and appropriate action. Identify and promote best practice and innovation to improve efficiency and productivity 3. Planning and Organisational skills - (Factor 4) Manage the day to day practice administration, ensuring that correct procedures are implemented and monitored.

**For example**: - Handling telephone and face to face requests - Processing appointment s/home visit requests - Processing new registrations - Processing prescription requests - Processing referrals to other services - Booking patient transport Daily preparation of clinical rooms, including clinical supplies, forms etc. Daily review of patient waiting areas, ensuring area is clean & tidy. Work closely with colleagues to ensure quality standards are met in respect of crossover arrangements, office standards and communications. Attend meetings as required.

There may be additional clerical duties based upon specific practice needs 4. Patient/ Client Care - (Factor 6) To adhere to the safeguarding policy for adults and children and act as an advocate by processing concerns appropriately, as per practice policy. Report all significant events, including ‘near misses’. Participate in the maintenance of the practice complaints register, and in resolving complaints and in improving serv ice.

Practice the highest level of confidentiality when dealing with all aspects of patient information. Adhere to infection control guidance particularly the isolation of potentially infective patients. Adhere to emergency protocols for patients with suspected cardiac conditions, sepsis etc. Navigate patients to appropriate community services as per CCG care navigation programme.

5. Policy and Service Development Implementation - (Factor 7) To monitor and collect all patient data required and ensure that we are compliant with accurate data collection. To assist the management team in implementing service development initiatives. Contribute to achievement of CQC Fundamental Standards Participate in activities to assess compliance with CQC Fundamental Standards.

Comply with all practice policies and procedures, ensuring maintain awareness, understanding and adherence to all practice policies, and ongoing updates/amendments as per intranet, particularly relating to sickness/absence, safeguarding, confidentiality, health and safety, fire safety and evacuation, information governance and disaster recovery. 6. Financial and Physical Development (including equipment, stock etc.) - (Factor 8) To use own initiative to maintain stationary stocks, answer queries, and forward relevant communication to staff. Handle payments to the practice by cash, credit card, cheque and transfer.

Use all equipment in accordance with published instructions and guidelines. Report to the practice manager any faults ort safety worries with equipment and the premises. Maintain adequate security measures, ensuring all clinical rooms etc. are locked when not in use.

7. Human Resources (including developing and delivering training) - (Factor 9) Participate in the training and induction of new staff as required including GP Locums. Undergo further training as required by the practice. Adhere to practice dress code.

Participate in regular personal development reviews. Adhere to practice HR policies and procedures