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
* Run reception and set up Clinics as per Standard Operating Procedures
* Check in patients on arrival and notify the Doctor when they arrive
* Print Doctor’s Clinic schedules each day
* Book procedures and treatments as per Standard Operating Procedures
* Ensure Clinic rooms are equipped and ready each day in the absence of the HCA
* Work closely with the bookings team in relation to calls, appointments and general enquiries as per Standard Operating Procedures
* Deal with Doctors queries/needs
* Print prescriptions daily which need to be signed by Doctors on the same day and actioned accordingly
* Support Aesthetic and Nurse services fully with administrative duties as per protocol
* Ensure an accurate audit trail around all patient documentation and communication
* Financial understanding of self-funding and insured patients
* Ensure the correct documentation forms are given to patients on arrival to fill out
* Book follow-up or rescheduled appointments
* Understand the internal referral process and adhere to it
* Cancel any appointments as directed by the Management team
* End of day Clinic responsibilities regarding appointments as per Standard Operating Procedures
* Complete accurate Consultant Referral and Charge sheets, and understand the consequences of incompletion or inaccuracy
* Manage referrals prior to contacting patients to reduce potential occurrence of incidents/mistakes and to ensure good customer service
* Take deposits for new bookings, payments and process refunds
* Manage post – letters needing printing and posting on a daily basis
Patient Journey
* Delivering an efficient and professional first-class patient experience
* Promoting high standards of clinical care to all of our patients regarding any complaints received and forward to the relevant Manager
* Knowledge of patient needs to ensure the patient is booked in with the most appropriate Doctor on the date of their choice
* Answer telephone calls courteously, relay messages accurately and promptly, and answer general enquiries by visitors
Health and Safety
* 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
* 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
* Ensure that initial Health and Safety instruction is provided during the induction of new employees
Confidential Matters
* 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
* Always maintain patient confidentiality
* Ensure accurate record keeping as per Clinic Processes
Professional Standards and Performance Review
* Ensure that you are familiar with the TDP Equality and Diversity policies. This incudes 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
* 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
* Participate in statutory and mandatory training as appropriate for the post
* Maintain consistently high, personal and professional standards and act in accordance with the relevant professional code of conduct
* Take responsibility for the maintenance and improvement of personal and professional competence and to encourage that of colleagues and subordinates
* 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.