Receptionist

**Salary**:£21,783 a year **pro-rata**

**Receptionist**

**Reports to: Reception manager**

**Hours: Mon - Fri (with possibility of early start, late finish or occasional Sat)**

**Core Hours 8.00 - 18.30**

Reception work patterns will be arranged in shifts. Preferred days and shift patterns will be accommodated where possible but there will occasionally be a need for all reception staff to be flexible in order to cover leave and possible extended hours shifts.
Job Purpose
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Project a positive and friendly image to all patients and other visitors, either in person or via the telephone. Adopt a “here to help” approach and promote a “can do” ethos.

Carry out a range of administrative tasks relating to patient’s medical records and the flow of information.

**Key Relationships**

Patient, Visitors, GPs, Nurses and Community Staff

**Main Tasks and Responsibilities**
Reception
Provide a reception service for the Practice and Community Clinics including:

- Dealing with queries and requests for appointments including signposting and navigating patients to the appropriate clinician or service
- Receiving patients consulting with members of the practice/community services team
- Answering general enquiries, explaining surgery procedures
- Receiving and passing on messages for other practice staff
- Receiving and recording requests for home visits
- Ensure reception and waiting areas are kept clean and tidy
- Respond actively to queries and requests for assistance from patients and other visitors
- Enter requests for transport in relevant book and order as appropriate
- Registering patients for Emis Access
- Be able to cover all reception positions as necessary including appointment telephone line and enquiries telephone line and front desk
- To have a thorough knowledge of all Practice procedures
- Respond to a patient in an emergency
- Advise patients of relevant charges for private services, accept payment and issue (vat) receipts for same
- Deal with patient request for registration as per the practice protocol
- Explain to patients requesting registration Practice arrangements and formal requirements
- Offer new patients an invitation for a new registration check and give a copy of the practice leaflet

Appointments
- Provide and effective care navigation and signposting service for patients seeking appointments
- Process new and follow up appointment requests from patients
- Demonstrate familiarity with all appointment systems in operation
- Demonstrate up to date awareness of the various range of services the practice/community provides
- Cancel appointments when necessary
- Book new and follow up appointments ensuring that enough information is recorded for clinician to follow
- Monitor and direct patients where necessary to consulting and treatment rooms
- Encourage and monitor use of automated check in system
- Ensure patients without appointments but who need urgent consultation are seen
- Draw the Doctors/Nurses attention to any patient who may need immediate attention
- Make the Doctors/Nurses aware of patients with special needs e.g. deaf or blind
- Organise ambulance and other transport for patients

**Patient Records and Administration**

Assist in the following general administration tasks which are carried out within the reception area:

- Scanning documents following standard operating procedure and utilising the Docman system.
- Filing of patient records and putting together of patient notes.
- Dealing with PMAs and copy notes as required.
- General photocopying

Telephone
- Have working knowledge of telephone system
- Receive and make calls as required
- Process calls received for general enquires, appointments, home visits, results line and emergencies
- Divert calls and take messages as appropriate
- Ensure that the telephone system is operational at beginning and end of each day in accordance to practice protocol

Computer
- Be fully conversant with the Practice computer system
- Strictly adhere to the practice computer security protocol

Other Duties
- Clear rooms after surgeries
- Ensure building security - have thorough knowledge of doors/windows/alarms
- Keep notice board up to date
- Attend training sessions
- Other delegated duties considered appropriate to the post

**NOTE: The practice operates a number of policies and procedures (see below). Breach of these may lead to disciplinary action, and in some cases will be gross misconduct, which may lead to dismissal.**

**As a staff member of Pershore Medical Practice, you have a responsibility to communicate clearly, accurately and positively about the Practice and on no occasion to reflect the practice in an unfavourable light.**

**Confidentiality**:

- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their h