Receptionist Administrator p/t
JOB DESCRIPTION
JOB TITLE Receptionist Administrator.
HOURS 10 hours per week
LOCATION Woodlands Surgery at Eden House, Bateman Street, Cambridge, CB2 1LR
ACCOUNTABLE TO Patient Services Manager
JOB SUMMARY
This role will be 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. It will require the post holder to undertake a variety of administrative duties to assist in the smooth running of the practice and provide clerical support to clinical staff and other members of the practice team. They will also assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. The applicant will be line managed by the Patient Services Manager who oversees all administration related to the patients within the surgery.
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 patient services manager or practice manager, dependent on current and evolving practice workload and staffing levels:
· Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
· 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
· Taking messages and passing on information in an accurate & timely manner.
· Filing and retrieving paperwork
· Processing repeat prescriptions in accordance with practice guidelines
· 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
· Ordering, re-ordering and monitoring of stationery and other supplies
· Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
· Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
· Helping to establish & maintain the practice social media outlets, such as facebook & twitter
· Updating the patient calling/information screens within the three waiting areas
Communication
· Communicate effectively with other team members
· Communicate effectively with patients and carers, recognising their needs for alternative methods of communication
· Comply with all requirements to communicate in a secure manner ensuring that all communications are confidential in line with best practice & current guidelines.
Personal and people development
· Take responsibility for own developmental learning and performance, including identifying own gaps in knowledge & looking at suitable training requirements to rectify.
· Work with management on any new training requirements & mandatory training when required.
· To recognise and understand the roles and responsibilities of individuals working in the Surgery.
Health, safety and security
· Identify the risks involved in work activities and undertake them in a way that manages the risks to an acceptable level. Or to report known risks to senior management to action.
· Know the health and safety policies and procedures within the workplace, including fire procedures, maintaining documentation, monitoring and maintaining of equipment and furniture within your area of responsibility
· Use any equipment (be it IT or other) in a safe manner & used only for the purpose it was designed.
Quality
· Alert other team members to issues of quality and risk that you may come across
· Ensure own actions are consistent with governance systems used within the surgery
· Know the practice's policies, especially the whistle-blowing policy, available in the practice staff handbook
· Be able to manage your own time effectively & work to deadlines
Equality and diversity
· Act in ways that recognise the importance of people's rights, interpreting them in a way that is consistent with procedures
· Respect the privacy, dignity, needs and beliefs of patients and carers
· Understand basic legal and communication issues regarding child abuse, vulnerable adults, substance abuse and addictive behaviour
· Promote & help foster an open attitude to equality & diversity within the surgery towards both patients & staff.
Management of medical records
· Ensure that records are accurately assembled in advance of each consulting session
· Ensure that records are available in the instances of urgent consultation
· Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to
· Ensure correspondence, reports, results etc. are filed in correct records
· Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
Management of appointment system
· Ensure total familiarity with all appointment systems including regular and incidental variations
· Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
· Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
· Monitor effectiveness of the system and report any problems or variations to the Senior Receptionist
Administrative support
· Provide administrative support to members of the primary health care team in the following areas ensuring appropriate practice records are kept up to date
Information processes
· Maintain confidentiality of information relating to patients, relatives, staff and the surgery
· Take all the necessary precautions when transmitting information in line with Caldicott guidelines & relevant legislation & internal policies.
Other
The above is only an outline of the tasks, responsibilities and outcomes required of the role. The jobholder will carry out any other duties as may reasonably required by his/her line manager or by the Partners.
Continuous Professional Development
The post holder will pursue a programme of continuous professional development in accordance with any relevant professional registration or statutory requirements, whilst maintaining appropriate awareness of service provider requirements.
Terms and Conditions of Service
Will be laid out in the staff handbook & contract of employment.
Information Security, Confidentiality and Data Protection
During the course of employment the post holder may have access to, see or hear information of a confidential nature and he/she will be required not to disclose such information, particularly relating to patients, staff or intellectual property. All person identifiable information must be held in the strictest confidence and should be disclosed only to authorised people in accordance with Caldicott Guidelines and the Data Protection Act 1998 unless explicit written consent has been give by the person identified, or where information sharing protocols exist.
The post holder must, if required to do so, process records or information in a fair and lawful way. He/she must hold and use data only for the specified, registered purposes for which it was obtained and disclose data only to authorised persons or organisations.
Equal Opportunities
The post holder must comply with and promote Equal Opportunities and accordingly must avoid any behaviour which discriminates against colleagues, potential employees, patients or clients on the grounds of sex, marital status, sexual orientation, age, race, colour, nationality, ethnic or national origin, religion, political opinion, trade union membership or disability
Health and Safety
Under the Health and Safety at Work Act (1974), it is the responsibility of individual employees at every level to take care of their own health and safety and that of others who may be affected by their acts at work. This includes co-operating with the organisation and colleagues in complying with health and safety obligations to maintain a safe environment and particularly by reporting promptly any defects, risks or potential hazards
Risk Management
Staff at all levels has a responsibility for ensuring that risks are managed at work group and local level. This process will include the assessment and effective control of all acceptable risk situations.
The post holder will be expected to maintain a high level of awareness and assist in the process of reporting incidents, assessing risks and reporting unsafe occurrences and co-operate with any investigations undertaken.
The post holder will be required to adhere to all policies and procedures and attend statutory and mandatory training.
Flexibility
The Woodlands Surgery is currently working in a climate of change as is the wider healthcare sector. It is therefore expected that all staff will develop flexible working practices to be able to meet the challenges and opportunities of working within the surgery.
Feb 2014
Receptionist Administrator p/t
Feb 2014