Reception / Administrator
3 months ago
Dealing with patients and other callers and forwarding to the most appropriate team member if necessary. Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays To book interpreters for patients when needed To take in fees from patients where applicable and issue receipts To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed Operation of Telephone System Receive and make calls as required. Divert calls and take messages as appropriate Ensure phones are answered within 5 rings where at all possible. Ensure that system is operational at the beginning of each day.
Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed longer than usual. Administrative Duties To register new patients who are in the practice area and inform patients of practice facilities. Register patients on the clinical system ensuring all details needed for the registration authority are completed. To check and update patients addresses and telephone numbers and other contact information on the clinical system.
To take in prescription requests and give out prescriptions once issued, ensuring they are logged as appropriate in the prescription diary. To generate prescriptions as required. To post outgoing letters at the end of each shift To undertake photocopying and faxing as needed including photocopying patients notes when requested to do so by Administrator. To phone patients for recall and data collection purposes and correctly record data in patients medical record.
Opening reception shutters Turn on ALL computers Log in to Windows, EMIS, MJOG, NHS Mail & Practice E-mail Unlock Courtyard Fire Exit Turn on BP machine, Check in Screens and TV (on BBC1 on mute) Open main doors at 08.00hrs prompt. To tidy waiting area i.e. collect together magazines, etc at the end of morning and evening surgery Ensure ALL computers are LOGGED OFF Close main doors Lock Courtyard Fire Exit Turn off the BP machine, Check in Screens and TV Tidy the Reception area in readiness for the AM surgery Take any mail and post it Totally secured (windows & doors locked/lights out etc), General Tasks To ensure confidentiality is maintained at all times. Chaperone for the GPs if requested to do so.
To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or practice manager. To attend Reception meetings when scheduled To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible T To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community In certain circumstances it may be necessary to help cover for colleagues who are absent, or provide additional hours or take on additional duties in times of pressure/crisis 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, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks 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 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 recognizes the importance of peoples 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. Quality: The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in ot
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