Practice Receptionist

Job summary:Receive, assist and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient and effective way.
Provide general administrative assistance tothe Practice team and project a positive and friendly image to patients andother visitors, either in person or via the telephone at either of the twosites.Jobresponsibilities:The duties and responsibilities to beundertaken by members of the Practice Reception Team may include any or all of thefollowing administrative duties: Opening / locking of Practice premises and maintaining security in accordance with Practice protocols Ensuring a professional, effective and efficient reception service is provided to patients and any other visitors to the Practice Dealing with all general enquiries efficiently and courteously including where necessary explaining policy and procedures Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed Processing telephone requests and face to face requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional following internal pathways Take messages, ensuring accuracy of detail and prompt appropriate delivery to the correct member of staff Process internal electronic and non-electronic tasks Enter requests for home visits onto the computer system, ensuring careful recording of all relevant details General photocopying Checking the generic practice email and dealing with requests / forwarding to the appropriate member of the team in an accurate and prompt manner Printing blood test request forms Advising patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts Enter/amend patient information onto the computer as required Filing of patient notes as required, ensuring strict alphabetical order is adhered to Ensure that all new patients are registered onto the computer system promptly and accurately.
Process samples received from patients following internal protocol Liaising with external health care providers as required / requested by members of the clinical team Assisting other members of the Primary Health Care Team as required Covering for absent colleagues as and when necessary Undertake any other additional duties appropriate to the post as requested by the Management Team.
Duties may be varied from time to time underthe direction of the Head of Reception / Practice Managers, dependent oncurrent and evolving Practice workload and staffing levels.Confidentiality In the course of seeking treatment, patientsentrust us with, or allow us to gather, sensitive information in relation totheir health and other matters.
They do so in confidence and have the right toexpect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined inthis Job Description, the post-holder may have access to confidentialinformation relating to patients and their carers, Practice staff and otherhealthcare workers.
They may also have access to information relating to thePractice as a business organisation.
All such information from any source is tobe regarded as strictly confidential.
Information relating to patients, carers,colleagues, other healthcare workers or the business of the Practice may onlybe divulged to authorised persons in accordance with the Practice policies andprocedures relating to confidentiality and the protection of personal andsensitive data.
Healthand Safety The post-holder will assist in promoting andmaintaining their own and others health, safety and security as defined in thePractice Health and Safety Policy, and the Practice Infection Control policyand published procedures.
This will include (but will not be limited to): 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 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 consistent with the scope of the job holders role Undertaking periodic infection control training (annually) Reporting potential risks identifiedEquality and Diversity:Thepost-holder will support the equality, diversity and rights of patients, carersand 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.Personal/Professional Development:Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar workQuality:Thepost-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 other agencies to meet patients needs Effectively manage own time, workload and resourcesCommunication:The post-holdershould recognize the importance of effective communication within the team andwill strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly.Contribution to the implementation ofservices:Thepost-holder will: Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate.
Person Specification Qualifications Essential Good standard of education (GCSE English and Maths) Experience Essential Excellent communication skills (written, oral and presenting) IT skills (generic) Ability to prioritise own workload General office / administration experience Ability to work as part of a team Ability to follow protocol Desirable Experience of SystmOne and other Windows/Web based software Person Skills Essential Polite and confident Flexible and cooperative Excellent interpersonal skills and diplomatic Ability to use initiative, judgement and common sense Sensitive and empathetic in distressing situations Ability to work under pressure Confident, assertive and resilient Other Essential Flexibility to working hours as required Disclosure Barring Service (DBS) check An understanding, acceptance and adherence to the need for strict confidentiality Full driving licence with access to own vehicle (travel may be necessary between practices)