Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE: RECEPTIONISTS

PART TIME

REPORTS TO: PRACTICE MANAGER

HOURS: Approx 5

The purpose of the role is to:

Offer Reception cover and 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, including the provision of clerical support to clinical staff and other members of the practice team

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:

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
• Maintaining and monitoring the practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Filing and retrieving paperwork on workflow
• Processing repeat prescriptions in accordance with practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Provision of refreshments for staff and visitors as required and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

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 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, free from hazards
  • Actively reporting 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 (minimum annually)
  • Reporting potential risks identified
  • Demonstrate due regard for safeguarding and promoting the welfare of children.

  Equality and diversity:

  The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognises 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
  • Personal/professional development:
  • The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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.
  • Quality:
  • The post-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 resources
  • Communication:
  • The post-holder should recognise the importance of effective communication within the team and will strive to:
  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise peoples needs for alternative methods of communication and respond accordingly
  • Contribution to the implementation of services:
  • The post-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

• Qualifications/
• Training
• Good Basic Education
• Good typing spelling
• Numeracy & literacy of an acceptable standard
• NVQ in Administration Reception or Customer Service Level
• Computers/IT/Typing
• Previous Training

Desirable

• Previous SystmOne knowledge desirable but not essential
• IT & Keyboard skills
• Communication skills
• Excellent telephone Manner
• Work under pressure / stress
• Can Multi Task
• Work to deadlines
• Analytical
• Knowledge of medical terminology
• Qualification in IT & keyboard skills
• Telephone skills

Experience

Essential

• Customer Services
• Telephone/Communication
• Computers
• Teamwork
• Use of Initiative
• Flexible around work & colleagues
• Worked in Office environment
• Worked under pressure
• Stable Work history

Desirable

• Previous Health Service Experience
• Able to use own initiative
• Prioritise own workload
• Team Player
• Excellent communicator
• Organisational skills
• Motivation
• Hard working
• Keen & enthusiastic

Personal Qualities

Essential

• Smart appearance
• Keen to learn
• Good verbal communication Speaks clearly
• Confident / Polite
• Sense of humour
• Caring / Empathy
• Team Player
• Decisive
• Good body language
• Good Health record
• Can work fast
• Understanding of role

Desirable

• Flexibility
• Enthusiastic

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Ashfield House Surgery

Address

194 Forest Road

Annesley Woodhouse

Kirby In Ashfield

Nottingham

NG17 9JB

United Kingdom

Employer's website

http://www.ashfieldhousesurgery.co.uk (Opens in a new tab)