Receptionist Administrator

Job responsibilities

JOB PURPOSE: To provide a welcoming and efficient reception service to all visitors and telephone enquiries, ensuring that the patient appointment systems function smoothly and efficiently. To provide administrative services including medical records maintenance, repeat prescribing and any other associated tasks.

Principal Activities:

1. Receive, welcome and register patients who arrive for appointments.

2. Respond to incoming calls in a courteous and efficient manner.

3. Record all messages accurately at the time they are taken and forward promptly.

4. Maintain an efficient appointment system by offering new and follow up appointments according to the capacity of the Doctors and other clinical staff.

5. Record requests for home visits.

6. Invite patients for annual reviews in relation to QOF (Quality Outcome Framework).

7. Prompt actioning of incoming and outgoing correspondence (paper and electronic) passing to relevant staff member or duty doctor.

8. Actioning prescription requests, liaising with pharmacies to resolve any issues.

9. Registering new patients onto the clinical system ensuring that all documentation is confirmed as accurate. Arranging for patients New Patient Health check with the Nurse or Doctor.

10. Actioning clinicians paperwork throughout the day to include the emailing of urgent and non-urgent referrals/information.

11. Assist with requests for patient information received from third parties via telephone, email and SystmOne ensuring patient confidentiality and data protection guidelines are adhered to at all times.

12. Accurately scanning patient correspondence into patients medical records once seen by clinicians. Actioning any resulting task messages.

13. Help maintain a tidy and efficient medical records room pulling or filing patients medical records. Assist in tagging of new patients medical records ready for a senior member of staff to summarise.

14. Respond to general enquiries and explain Surgery procedures to enquirers.

15. Ensure that the reception area is organised and tidy at all times.

16. Undertake any other administrative tasks as delegated by senior staff or the Practice Manager.

17. Ensure that patients with a complaint about any matter pertaining to the practice are referred without delay to senior staff or the Practice Manager.

18. Maintain complete patient confidentiality at all times.

19. Be prepared to work shifts according to the practice opening hours and to offer extra cover for other receptionists by arrangements.

20. Participate in the Personal Development and Appraisal schemes. Attend training courses as required and complete mandatory online training annually.

21. Participate in any team meetings as required.

22. Ensure that safe working practices are adhered to and in accordance with Health, Safety and Security procedures. Follow the practice reporting process, to be responsible to report any health & safety issues, potential risks or serious incidents.

This list is not exhaustive.

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 and free from hazards
• Actively reporting of 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 development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

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