Job Title
RECEPTIONIST/ADMINISTRATOR
Reports To
PRACTICE MANAGER
Job Summary
The purpose of the role is to: Offer 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 secretarial and 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.
Responsibilities
* 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.
* Providing secretarial duties: typing letters, referrals and reports using a dictation system.
* Processing and distributing incoming (and outgoing) mail.
* Taking messages and passing on information.
* Filing and retrieving paperwork.
* 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.
* Clearing and re-stocking of consulting rooms as required.
* Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, and scanning.
* Ordering, re-ordering and monitoring of stationery and other supplies.
* Dealing with clinical waste.
* Provision of refreshments for staff and visitors as required, loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
* Keeping the reception area, noticeboards, 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
* 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 holder’s role.
* Undertaking periodic infection control training (minimum annually).
* Reporting potential risks identified.
* Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality & Diversity
* 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
* 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
* 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 team’s performance.
* Work effectively with individuals in other agencies to meet patients needs.
* Effectively manage own time, workload and resources.
Communication
* 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 Implementation of Services
* 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.
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