Receptionist/Administrator

JOB TITLE: RECEPTIONIST/ ADMINISTRATOR MAIN PURPOSE: To receive, assist and direct the Patient when accessing Greyfriars Surgery to ensure they access the appropriate service and/or healthcare professional. This should be done in a courteous, efficient and effective way. To provide 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 MAJOR DUTIES AND RESPONSIBILITIES 1. Reception Duties: Maintain the efficiency of the appointments system by making appointments and booking in patients correctly. This includes making a variety of appointments including Face to Face, Video Consultations and Telephone Triage appointments with Doctors, First Contact Practitioners and Nurses. Booking appointments for a range of health care services for example; minor surgery, ante natal, post-natal, well woman, family planning, smoking, asthma, diabetic, ECGs, 24 hour tapes, anti-coagulants, and visits. This includes face to face appointments, telephone appointments and video consultations. Welcome and direct patients to the appropriate waiting areas. Follow the practice policy when allocating urgent appointments. Follow the practice protocol when dealing with new patients and temporary residents. Advise patients of relevant charges for private services, accept payments, issue a receipt and follow the practice guidelines for dealing with the payment. Respond to all queries and requests for assistance from patients and other visitors. Enter requests for home visits into the computer. Include relevant information and when necessary refer to the on-call doctor. Action requests for ambulance transportation and enter details in appropriate book Follow procedures for entering, printing and monitoring of acute and repeat prescriptions. Retrieve and return patient notes when requested and file correctly. Follow the practice guidelines for E-Mails and Teamnet. To provide care navigation to patients to ensure they are seen by the right person, at the right time, in the right place. Ensure that start-up procedures and end of day procedures are done correctly. To have a working knowledge of the telephone system and for diverting to out of hours. Carry out other delegated duties considered appropriate to the post. 2. Administration Duties: Make refreshments as required Prepare rooms for meetings Process all incoming and outgoing mail Scanning all incoming documents Undertake photo-copying, emails and filing Participate in appropriate stock control procedures which may include ordering of stationery and other products Carry out audit duties when required Ensure that the consulting rooms are prepared for Clinicians ensuing that they are equipped with a full set of forms and other essentials Maintain a check on patient notes to ensure that all patients are seen by Doctors or other Clinicians, if required Carry out photocopying, faxing and other clerical duties when required Participate in recall processes as required Deal with requests for insurance reports and other medical requests as required Participate in E-referral processes as required Input disease log information into the patient record for new and existing Patients as required Management of the links and registrations process including GP2GP transfers Management of the NHS Health Checks process 3. 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, to 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 Reporting potential risks identified 4. 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 recognizes 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. 5. Personal/Professional Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an annual individual appraisal/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 6. Quality: The post-holder will strive to maintain quality within the Practice, and will: 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 teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources 7. Communication: The post-holder should recognize 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 8. Contribution to the Implementation of Services: The post-holder will: 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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