As Receptionist, you are responsible for managing the overall Reception function within the Clinic. You will ensure that patients receive a friendly, efficient and professional service. You are a crucial part of the team looking after the day-to-day running of the clinic. You will work in conjunction with The Dermatology Partnership, Central Bookings and Central Admin Team.
General Duties
1. Run reception and set up Clinics as per Standard Operating Procedures
2. Check in patients on arrival and notify the Doctor when they arrive
3. Print Doctor’s Clinic schedules each day
4. Book procedures and treatments as per Standard Operating Procedures
5. Ensure Clinic rooms are equipped and ready each day in the absence of the HCA
6. Work closely with the bookings team in relation to calls, appointments and general enquiries as per Standard Operating Procedures
7. Deal with Doctors queries/needs
8. Print prescriptions daily which need to be signed by Doctors on the same day and actioned accordingly
9. Support Aesthetic and Nurse services fully with administrative duties as per protocol
10. Ensure an accurate audit trail around all patient documentation and communication
11. Financial understanding of self-funding and insured patients
12. Ensure the correct documentation forms are given to patients on arrival to fill out
13. Book follow-up or rescheduled appointments
14. Understand the internal referral process and adhere to it
15. Cancel any appointments as directed by the Management team
16. End of day Clinic responsibilities regarding appointments as per Standard Operating Procedures
17. Complete accurate Consultant Referral and Charge sheets, and understand the consequences of incompletion or inaccuracy
18. Manage referrals prior to contacting patients to reduce potential occurrence of incidents/mistakes and to ensure good customer service
19. Take deposits for new bookings, payments and process refunds
20. Manage post – letters needing printing and posting on a daily basis
Patient Journey
1. Delivering an efficient and professional first-class patient experience
2. Promoting high standards of clinical care to all of our patients regarding any complaints received and forward to the relevant Manager
3. Knowledge of patient needs to ensure the patient is booked in with the most appropriate Doctor on the date of their choice
4. Answer telephone calls courteously, relay messages accurately and promptly, and answer general enquiries by visitors
Health and Safety
1. Take reasonable care of your own Health and Safety and that of any other person who may be affected by your acts or omissions at work
2. Co-operate with the TDP in ensuring that statutory regulations, codes of practice, local policies and departmental health and safety rules are adhered to including risk assessments, accident reporting and investigation
3. Ensure that initial Health and Safety instruction is provided during the induction of new employees
Confidential Matters
1. Ensure that you are familiar with and adhere to TDP policy and procedures on Information Governance. This includes disclosure of information, records management and management of confidential information
2. Always maintain patient confidentiality
3. Ensure accurate record keeping as per Clinic Processes
Professional Standards and Performance Review
1. Ensure that you are familiar with the TDP Equality and Diversity policies. This includes respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues and behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights
2. Ensure that you are familiar with and adhere to Safeguarding procedures and guidelines and undertake any additional training in relation to safeguarding relevant to your role
3. Participate in statutory and mandatory training as appropriate for the post
4. Maintain consistently high, personal and professional standards and act in accordance with the relevant professional code of conduct
5. Take responsibility for the maintenance and improvement of personal and professional competence and to encourage that of colleagues and subordinates
6. Participate in appraisal processes including identifying performance standards for the post, personal objective setting, and the creation of a personal development plan in line with outline for the post
Additional Duties
This job description is intended to be a guide and will be subject to review/change. Changes made following consultation with the post holder.
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