Job description

Job responsibilities

Summary

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

Job Responsibilities

Administrative:

• To have a thorough knowledge of all Practice procedures
• To work in accordance with written protocols
• Pulling/filing of notes as necessary
• Filing post in medical records

Reception

• Open and close the practice according to Practice procedures
• Book, cancel or amend appointments for patients
• Deal with patient enquiries
• Take messages and enter information onto appropriate systems
• Deal with test results
• Maintain stationary stocks in reception and GP consultation rooms
• Ensure reception area is clean and tidy

Information Technology

• Registration of new patients computer data entry and medical records
• Process change of address
• Registration of patients for online services

Telephone

• have a working knowledge of the telephone system
• Receive incoming telephone calls, record messages accurately and make contact with other members of the healthcare team

Other Tasks

• general clerical or administrative duties as required

The job description is not an exhaustive list of duties. Receptionists are required to be adaptable and willing to undertake a wide range of duties within the practice. The job description will be reviewed and updated on a regular basis to ensure the business needs of the Practice are met.

Confidentiality

In the course of seeing 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 and 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 to 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, ensuring that work areas are maintained in a tidy and safe way and free from hazards.
• Reporting potential risks identified.
• Actively identifying, reporting and correction of health and safety hazards and infection hazards immediately when recognised
• Routine management of own team / team areas

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-judgemental 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, such training to include:

Participation in an annual individual performance review; maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance.

Working Relationships

To work as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary.

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 recognize the importance of effective communication within the team and will 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 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.

Job responsibilities

Summary

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

Job Responsibilities

Administrative:

• To have a thorough knowledge of all Practice procedures
• To work in accordance with written protocols
• Pulling/filing of notes as necessary
• Filing post in medical records

Reception

• Open and close the practice according to Practice procedures
• Book, cancel or amend appointments for patients
• Deal with patient enquiries
• Take messages and enter information onto appropriate systems
• Deal with test results
• Maintain stationary stocks in reception and GP consultation rooms
• Ensure reception area is clean and tidy

Information Technology

• Registration of new patients computer data entry and medical records
• Process change of address
• Registration of patients for online services

Telephone

• have a working knowledge of the telephone system
• Receive incoming telephone calls, record messages accurately and make contact with other members of the healthcare team

Other Tasks

• general clerical or administrative duties as required

The job description is not an exhaustive list of duties. Receptionists are required to be adaptable and willing to undertake a wide range of duties within the practice. The job description will be reviewed and updated on a regular basis to ensure the business needs of the Practice are met.

Confidentiality

In the course of seeing 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 and 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 to 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, ensuring that work areas are maintained in a tidy and safe way and free from hazards.
• Reporting potential risks identified.
• Actively identifying, reporting and correction of health and safety hazards and infection hazards immediately when recognised
• Routine management of own team / team areas

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-judgemental 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, such training to include:

Participation in an annual individual performance review; maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance.

Working Relationships

To work as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary.

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 recognize the importance of effective communication within the team and will 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 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

Experience

Essential

• Experience of working in a public/patient facing environment

Desirable

• Experience of Primary or Secondary Care
• Experience of using TPP SystmOne clinical software

Knowledge and Skills

Essential

• Good communicator, verbal and written
• Numerate and IT literate
• Ability to listen and empathise
• Excellent time management
• Ability to adapt to change
• Flexible approach to working hours

Qualities and Attributes

Essential

• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own initiative, judgement, resourcefulness and common sense
• Ability to work as part of an integrated multi-skilled team, providing cover for colleagues during holiday, sickness or study leave
• Pleasant and articulate
• Able to work under pressure in a demanding and changing environment
• Ability to self-motivate, organise and prioritise
• Adaptable, innovative and enthusastic
• Honest, caring and sympathetic
• Good sense of humour, personable
• Hard working, reliable and resourceful
• Diplomatic

Desirable

• Non-smoker

Experience

Essential

• Experience of working in a public/patient facing environment

Desirable

• Experience of Primary or Secondary Care
• Experience of using TPP SystmOne clinical software

Knowledge and Skills

Essential

• Good communicator, verbal and written
• Numerate and IT literate
• Ability to listen and empathise
• Excellent time management
• Ability to adapt to change
• Flexible approach to working hours

Qualities and Attributes

Essential

• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own initiative, judgement, resourcefulness and common sense
• Ability to work as part of an integrated multi-skilled team, providing cover for colleagues during holiday, sickness or study leave
• Pleasant and articulate
• Able to work under pressure in a demanding and changing environment
• Ability to self-motivate, organise and prioritise
• Adaptable, innovative and enthusastic
• Honest, caring and sympathetic
• Good sense of humour, personable
• Hard working, reliable and resourceful
• Diplomatic

Desirable

• Non-smoker

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

Staunton and Corse Surgery

Address

Gloucester Road

Corse

Gloucester

Gloucestershire

GL19 3RB

Employer's website

https://stauntonsurgery.co.uk/ (Opens in a new tab)