Reception Coordinator

**Job Title**

**Reception Coordinator**

**Line manager / Accountable to: Practice Manager / Operations Manager**

**Full time / part time**

**Salary - Depending on experience**

**Job Summary**

To carry out all the duties of a medical receptionist and in addition:

- To coordinate the surgery’s reception services
- To facilitate effective communication between patients, members of the primary care team, secondary care and other associated healthcare agencies
- To ensure that issues and queries are resolved promptly and efficiently
- To ensure all the operational processes within reception run smoothly

**Coordination Responsibilities**

Coordinate the surgery’s reception services, including but not limited to:

- Champion patient self-care, training patients and staff as necessary on the surgery’s interactive health kiosk
- Administer the reception staff rota, organising and facilitating cover for staff on annual leave or sick leave. Escalate staffing issues to practice management as necessary
- Monitor and make changes to the patient appointments system, checking room availability, ensuring appointments best utilise available capacity
- Be a link between reception, management, and administrators, helping prioritise workload on reception to hit key targets for the quality of patient care
- Train new and existing employees with reception duties as directed by management, and to be involved in the recruitment process for new members of staff
- Be responsible for quality improvement in the surgery’s registration processes, including registration of babies and all associated immunisations for parent and child
- Liaise with the practice manager and operations manager regarding long term objectives for the surgery’s reception services
- Monitor and improve the quality of the reception and waiting room patient experience, including responding to and actioning minor complaints
- Monitor appointment attendance and work with management to improve the quality of attendance
- To be involved with risk management such as chasing missing results and organising any necessary follow up appointments.

**Reception Responsibilities**

Perform receptionist duties, including but not limited to:

- Greeting patients and other visitors in a polite and compassionate manner, both on the premises and over the telephone
- Checking-in patients, booking, cancelling, and rearranging appointments as necessary
- Dealing with enquiries from patients and other care providers whenever possible, referring to the appropriate colleagues as appropriate
- Checking pathology results, and relaying these to patients as appropriate
- Ensure maintenance of accurate electronic and physical health care records, including updating patient information as necessary
- Perform reception duties at the surgery’s branch site. This includes giving patients their prescriptions, taking payments as necessary and helping patients access the medicines collection unit at the site
- Taking responsibility for opening and closing the premises as required, completing all necessary checks and safeguards while doing so
- Registering new and temporary patients
- Using the EMIS workflow system to complete tasks from clinicians and management as needed
- Sort incoming correspondence, ensuring it is processed in the appropriate way
- Ensure sample forms for all investigations are printed and prepared appropriately
- This list of duties is not exhaustive and there will be other tasks and responsibilities needed from the role as directed by practice management and the partners

**Education, Training and Skills**
- To have excellent IT skills, to include Microsoft Office, Outlook and Excel
- To be an experienced GP receptionist, with experience of the EMIS web clinical system
- To participate in any relevant training/courses/conferences
- To complete mandatory training
- To maintain your own continuing professional development, keeping up to date with developments

**Behaviour expectations**

At Twyford Surgery, all our staff work as a team to deliver our long-term objectives, first and foremost of which is the improvement of patient care. To achieve this, certain behaviours are expected of our staff, including but not limited to:

- Having a “happy to help” work ethic
- To not attribute blame, and to take responsibility over your actions and their outcomes
- To treat all patients and staff with respect and compassion
- To not escalate friction or conflict, but address what actions need to be taken
- To listen to understand, not just to reply
- Have an approach of continuous improvement
- To support colleagues with staffing when available, e.g. helping cover sickness and absence
- To be flexible to the needs of the surgery and its patients

**Information management**
- To maintain appropriate confidentiality of information relating to the organisation and its staff and maintain compliance with the Data Protection Act.
- To be responsible for maintaining the conf