Receptionist/administrator

**JOB DESCRIPTION - RECEPTIONIST ADMINISTRATOR.**

**RESPONSIBLE TO**:
The Receptionist is responsible in the first instance to the Reception Manager and thereafter to the Practice Manager and then to the Partners.

**PURPOSE OF JOB**:
The purpose of the Receptionist's job is to ensure that patients are able to access health services including contact/make an appointment to see a doctor in the appropriate manner depending on need and that all patient records are up-to-date and available for all users when required.

The purpose of the job is also to contribute to maintaining practice administrative systems such as data input, new patient registrations, correspondence, results and repeat prescribing systems.

**KEY RELATIONSHIPS/CONTACTS**

Internal:

- Reception manager
- Practice Manager
- GPs
- Doctors in Training
- Practice Nurse Team
- Administration Team
- Secretarial Team
- Health Visitors
- Community Nurses
- Pharmacist

External:

- Patients, carers and relatives
- CCG/NHS England/Primary Care Support Services/NHS Board
- Local pharmacies
- Local hospitals
- Local laboratory services
- Ambulance Service
- Out of hours service
- Practice suppliers

**GENERAL**

The Receptionist will adhere at all times to the practice’s agreed protocols and procedures, will contribute to updating them as required and will protect patient confidentiality at all times.

**TELEPHONES**

Reception staff will answer the various incoming outside lines into reception and also the internal lines.
- Handle patients telephoning with an emergency in accordance with the practice’s protocol.
- Provide future/on-the-day appointments/telephone advice slots with team members in accordance with practice’s Access Protocol.
- Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies.
- Forward calls to team members.
- Answer patient enquiries.
- Record and pass on messages.
- Assist patients checking the availability of their prescription or with a query.

**RECEPTION DESK**

Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately. This will include the following list, which is not exhaustive:

- Handle patients presenting at reception as an emergency in accordance with the practice’s protocol.
- Provide future/on-the-day appointments in accordance with the practice’s
- Access Protocol.
- Assist patients to check in for their appointments.
- Process requests for repeat and acute prescriptions.
- Advise walk-in patients about how to access the service according to patient need.
- Take requests for repeat prescriptions.
- Welcome and provide practice information/registration protocol details for patients wishing to register with the practice.
- Process changes of address/patient details.
- Record and pass on messages.
- Assist with unlocking and locking the surgery and ensure adherence to security procedures.

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**RECORDS**

Receptionists will contribute to the updating and maintenance of all patient records.
This will include the following. The list is not exhaustive:

- Update registration and clinical details.
- Input new patient registration data.
- Transmit new registration and de-registration data updates to Practitioner
- Services/Primary Care Support England (registration details and records transfers).
- Highlight incoming mail for coding.
- Provide data for house calls (printed visit summary sheets).
- Scan incoming correspondence and workflow to correct clinician.
- Workflow incoming results to correct clinician.
- Process incoming new patient records including arranging summarisation.
- Provide printed appointments list for each surgery as a backup in the event that the system is unavailable.
- Accurately re-file any paper records accessed by clinicians.

**MESSAGES**

Receptionists will accurately record and pass on patient details and the content of the message in accordance with the practice’s message protocol.

**CONTACTING PATIENTS**

Receptionists will contact patients by phone or using standard letters in accordance with doctors’ instructions and to agreed timescales.

**Patient Transport and Interpreting services**

Receptionists will book patient transport and interpreters as needed in accordance with local arrangements and within agreed timescales.

**Recording Deceased Patients**

Receptionists will ensure that they record any deaths according to the practice’s protocol and inform the appropriate professionals in the practice.

**Photocopying of Patient Notes**

Receptionists will photocopy patient notes for solicitors/insurance companies as required, in accordance with the practice’s protocol.

**Processing payments**

Receptionists will accept and process payments for non-NHS services provided by the practice.

**Communication**

Receptionists will:

- Communicate effectively, promptly and courteously with patients, carers and relatives.
- Use the most expedient and appropr