Practice Receptionist & Administrator

Job responsibilities

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

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the Practice Administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:

• 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
• Processing and distributing incoming (and outgoing) mail
• Processing electronic & paper medication requests
• Processing new patient registrations along with patient deductions
• Taking messages and passing on information in a variety of ways
• Filing and retrieving paperwork
• 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
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Using SystmOne, deal with workflow and tasks on a daily basis.
• Process new patient registrations and temporary registrations.
• To assist and support the manager and other practice staff with the induction of any new or temporary reception/admin staff.
• Filing patient records and retrieving the records when necessary.
• Recording requests for home visits, ensuring that all requests are passed to the relevant doctor.
• Sort historical paper records for new patients into date order ready for summarising onto the computer.
• To ensure emails are acted upon quickly

Additional Duties

• To carry out general clerical duties, including filing, photocopying, laminating and the use of other equipment as required.
• Shared responsibility for reception, waiting rooms and consultation rooms upkeep and tidiness, including leaflets and posters.
• Perform any other appropriate duties as may be delegated from time to time by the Practice Manager or Operations Manager.
• A staff appraisal procedure is in operation at the surgery and all staff are required to participate annually.
• It is essential that all members of staff attend training courses or undertake relevant training as requested.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking the same work.

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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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, 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 holders role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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-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, with such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional ...