Front Desk Receptionist

JOB TITLE: MEDICAL RECEPTIONIST

REPORTS TO: RECEPTIONIST SUPERVISOR / ASSISTANT PRACTICE MANAGER

HOURS: MONDAY TO FRIDAY / SHIFTS OF PREDOMINANTLY 8AM - 5.30PM (SHIFTS MAY CHANGE DUE TO HOLIDAY COVER - ROTAS ISSUED 4 WEEKS IN ADVANCE - MUST BE AVAILABLE 8AM-6.30PM)

EMIS KNOWLEGDE & PRIMARY CARE EXPERIENCE ADVANTAGEOUS

Job summary:
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.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Undertake a variety of administrative duties to assist in the smooth running of the practice.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels.
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice either face to face on reception or over the telephone.
- Deal with all general enquiries either in person or via the telephone
- Process appointment requests for today/future appointments from patients by telephone and in person in line with practice protocols for the management of routine and urgent appointment requests
- Care navigation of patients to the most appropriate health care service or professional where in line with practice protocols.
- Provide cover for the reception desk
- Deal with visit requests in line with practice procedures; relay home visit request information in a clear, concise and accurate manner to the appropriate member of staff, ensuring careful recording of all relevant details.
- Receive and make telephone calls as required and take messages when required; when taking messages ensure accuracy of detail and ensure prompt delivery to the most appropriate person/GP
- To process repeat prescription requests in accordance with practice guidelines
- Charging patients the appropriate amount for private work and providing a receipt to the patient
- To have a thorough knowledge of all practice procedures
- To work in accordance of written protocols
- photocopy as requested
- Fling and retrieval of paperwork as required
- Processing and distributing incoming (and outgoing) mail
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Handing out completed repeat prescriptions to patient and checking names and address.
- Contact patients by telephone to follow up overdue reminders and extend invitations for health promotion.
- Process patients’ changes of address - computer data and medical records
- Enter patient information accurately on to the computer system as required in accordance with practice procedures
- To address and complete actions required on Workflow and Tasks.
- Ensure building security including opening up/locking up as required in line with practice protocols
- Any other duties as required by the Practice within the boundaries of training, experience and competence.

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:
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, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved