Job description

Job responsibilities

REPORTS TO: RECEPTION MANAGER/PRACTICE MANAGER

Job Summary:

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

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:

Reception

• Answering telephone calls and dealing with face to face enquiries.
• Politely greeting patients and visitors to the surgery.
• Scheduling appointments for patients.
• Checking patients in.
• Dealing with all requests in an efficient and courteous manner.
• Screening enquiries for the doctors and medical staff.
• Registering new patients at the surgery.
• Explaining the practice procedures to new patients.
• Accurately collecting information and personal details about patients.
• Updating the surgeries computer system with appointments and personal details.
• Receiving urine and blood samples and sending them off to hospital laboratories.
• Chasing up appointments for patients with hospitals or with other healthcare professionals.
• Contacting patients to pass on test results /messages to patients as instructed by medical professionals.
• Arranging prescriptions for patients.
• Maintaining a clean reception and waiting area to show a professional image.
• Opening post, scanning and forwarding it onto the relevant parties.
• Writing letters and correspondence on behalf of the surgery and medical staff.
• Opening and locking up the surgery.
• Covering colleagues during times of annual leave.

Other Tasks

• Clear and re-stock consulting rooms after surgeries
• Ensure building security have thorough knowledge of doors/windows/alarm.
• Provision of refreshments for staff and visitors as required; washing up and keeping the kitchen area clean and tidy.
• Keeping the reception area and waiting area, notice boards and leaflet dispensers tidy and free from obstructions and clutter
• Any other tasks allocated by managers

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, 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, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

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 recognizes 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 which 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, 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 and demonstrating skills and activities to others who are undertaking similar work

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

Job responsibilities

REPORTS TO: RECEPTION MANAGER/PRACTICE MANAGER

Job Summary:

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

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:

Reception

• Answering telephone calls and dealing with face to face enquiries.
• Politely greeting patients and visitors to the surgery.
• Scheduling appointments for patients.
• Checking patients in.
• Dealing with all requests in an efficient and courteous manner.
• Screening enquiries for the doctors and medical staff.
• Registering new patients at the surgery.
• Explaining the practice procedures to new patients.
• Accurately collecting information and personal details about patients.
• Updating the surgeries computer system with appointments and personal details.
• Receiving urine and blood samples and sending them off to hospital laboratories.
• Chasing up appointments for patients with hospitals or with other healthcare professionals.
• Contacting patients to pass on test results /messages to patients as instructed by medical professionals.
• Arranging prescriptions for patients.
• Maintaining a clean reception and waiting area to show a professional image.
• Opening post, scanning and forwarding it onto the relevant parties.
• Writing letters and correspondence on behalf of the surgery and medical staff.
• Opening and locking up the surgery.
• Covering colleagues during times of annual leave.

Other Tasks

• Clear and re-stock consulting rooms after surgeries
• Ensure building security have thorough knowledge of doors/windows/alarm.
• Provision of refreshments for staff and visitors as required; washing up and keeping the kitchen area clean and tidy.
• Keeping the reception area and waiting area, notice boards and leaflet dispensers tidy and free from obstructions and clutter
• Any other tasks allocated by managers

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, 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, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

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 recognizes 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 which 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, 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 and demonstrating skills and activities to others who are undertaking similar work

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

Person Specification

Experience

Essential

• Excellent communication skills Excellent IT Skills Customer service experience

Desirable

• Emis Web knowledge Previous GP reception experience

Experience

Essential

• Excellent communication skills Excellent IT Skills Customer service experience

Desirable

• Emis Web knowledge Previous GP reception experience

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

Laburnum Health Centre

Address

Althorne Way

Dagenham

Essex

RM10 7DF

Employer's website

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