JOB DESCRIPTION

JOB TITLE:RECEPTIONIST

LINE MANAGER:RECEPTION TEAM LEADER

DEPUTY RECEPTION TEAM LEADER

SENIOR LINE MANAGER:PRACTICE MANAGER

HOURS:Individual Contracted hours per week

Job Summary:

The purpose of the role is to:

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 clerical support to clinical staff and other members of the Practice team

Facilitate effective communication between patients, members 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 Reception Team Leader/Deputy Reception Team Leader/Practice Manager, dependent on current and evolving Practice workload and staffing levels:

1. RECOGNISE AN EMERGENCY SITUATION, PROBLEM OR DIFFICULTY AND TAKE PROMPT AND APPROPRIATE ACTION (AS PER PRACTICE PROTOCOL):

  1. Respond to a patient in an emergency
  2. Respond appropriately and safely if a patient is aggressive, rude or difficult in line with the Zero Tolerance Policy/Procedure
  3. Respond in line with the Practice Complaints Procedureif a patient wishes to complain
  4. Demonstrate an up to date (3 yearly) awareness of the procedures for Cardio Pulmonary Resuscitation (CPR)

2. COMPUTER SKILLS

Know how the Practice computer is used on a day to day basis to input, locate and retrieve data including:

  1. Retrieve patient details by name, DOB, address or NHS number
  2. Ensure that all new patients are registered onto the computer system promptly and change patient registration details accurately
  3. Record contacts with patients either by telephone or letter as per Practice protocol
  4. Record Ambulance requests
  5. Organise patient transport as requested
  6. Display familiarity with and understanding of the relevant elements of the computer clinical systems e.g. reminders, summary screen, clinical notes, repeat prescriptions and test results
  7. In line with the Practice Information Governance Policy, on a monthly basis monitor that information held concerning patients is deleted when no longer required
  8. Demonstrate an up to date knowledge of Information Governance protocols and procedures

3. COLLECT, COPY, COLLATE AND DISTRIBURE RELEVANT INFORMATION TO HEALTHCARE PROFESSIONALS (HCP’s) WITHIN THE PRACTICE

Demonstrate the ability to identify the appropriate HCP to receive information including;

  1. Discharge/Outpatient letters delivered by hand/in the ‘Brake’ system
  2. Collect relevant forms relating to requests for private services and ensuring that they are distributed to the appropriate person for processing
  3. Understand the cascade system

Demonstrate the ability to use the Practice photocopier

4. MESSAGE TAKING AND LIAISON WITH ALL MEMBERS OF THE PRIMARY HEALTHCARE TEAM (PHCT) AND PATIENTS

Display the ability to;

  1. Liaise with all members of the PHCT to take messages and pass them on to the relevant person concerned
  2. Retrieve and respond to routine and non routine requests for assistance from patients, carers and others
  3. Arrange contact between the relevant doctor and patient to discuss test results to action further treatment/follow upas required
  4. Advise patients of relevant changes to private services, accept payment and issue receipts

5. DIRECT PATIENTS TO APPROPRIATE HCP FOR ADVICE CONCERNING HEALTH IMPROVEMENT/CHRONIC DISEASE MANAGEMENT

  1. Display awareness of the services the Practice provides
  2. Identify a range of potential sources of information inside and outside the Practice to include:
  3. Practice leaflet
  4. Suitable health promotion material
  5. Practice Website
  6. PALS

6. MAIL HANDLING

Open and distribute incoming mail;

6.2Mail from outside the practice

  1. Circulars
  2. Internal mail
  3. Hand delivered mail (including discharge/out-patient letters)
  4. Receive, open and stamp clinical mail delivered through the ‘Brake’ system ensuring timely and accurate distribution

6.2 Correctly prepare outgoing mail within required deadlines to include;

  1. Routine items
  2. Urgent items

6.3 Know how to use the practice systems to receive and transmit information electronically including;

  1. Fax Machine
  2. E-mail

7. RECEIPT OF TELEPHONE CALLS AND ELECTRONIC MAIL

Display the ability to:

  1. Ensure confidentiality is maintained whilst making and receiving telephone calls by demonstrating the ability to put the caller ‘on hold’
  2. Receive and make calls as required
  3. Divert calls to the appropriate member of the Practice as required
  4. Take messages in a timely and accurate manner ensuring each is passed on to the relevant member of the Practice Team/External Agency

8. OPERATION OF THE PRACTICE APPOINTMENTS SYSTEM

Using the Practice appointments system demonstrate the ability to:

  1. Be aware of the range of services the Practice provides and create the appropriate appointment
  2. Triage patients to the appropriate Healthcare Professional (HCP) and log on the computer appointments system
  3. Notify HCP (Dr, Nurse, Midwife or Phlebotomist) of any patient who requires immediate attention
  4. Note patients who require phone calls from a doctor when no appointments are available ‘on the day’, record details on the Practice appointment system for named doctors to call back
  5. Make emergency appointmentsaccurately and appropriately
  6. Make routine Doctor’s appointments
  7. Make routine Nurse and Phlebotomist appointments
  8. Cancel appointments accurately and appropriately
  9. Make relevantHCP aware of any patients with special needs
  10. Ensure that patient records are available for the appropriate HCP if necessary
  11. Check patients onto the Practice system on arrival at the surgery
  12. Make certain that workflow action folders are checked routinely at frequent intervals and acted upon in a timely manner

9. HANDLE REQUESTS FOR HOME VISITS

  1. Accurately record request for home visit on screen
  2. Bring any emergencies to the attention of the relevant doctor/doctor on call
  3. Extract Patient Notes from filing system
  4. In the event of a request for a late visit be aware of the Duty Doctor and notify appropriately

10. HANDLE REQUESTS FOR REGISTRATION AS PER PRACTICE PROTOCOL

  1. Show the ability to ensure that:
  2. Practice arrangements and formal requirements are explained to patients requesting new or temporary registration
  3. New/Temporary patients are given a Practice leaflet
  4. New/Temporary patients are informed of the opportunity to have a Blood Pressure Check

11. ORGANISE TRANSPORT FOR PATIENTS

  1. Enter request for routine ambulance transport onto the relevant forms
  2. Fax routine requests in line with CCG Protocol
  3. Telephone emergency/urgent requests ensuring relevant information is accurately relayed to the control centre
  4. Enter details onto patient computer records including date and time of request and reference number provided by the ambulance service

12. PRESCRIPTIONS

Actions repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.

13. TO RECEIVE AND DIRECT VISITORS TO THE PRACTICE AS NECESSARY

Ensure an effective and efficient front desk, support desk and telephone reception service is provided to patients and any other visitors to the Practice

14. PATIENT NOTES AND CORRESPONDANCE

Ensure that:

  1. Medical records can be located quickly and easily for HCP’s in instances of urgent consultations
  2. Demonstrate the ability to retrieve and re-file records as required, ensuring that strict alphabetical order is adhered to
  3. Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen
  4. Ensure records are kept in good repair with all necessary information on the outside cover clearly visible
  5. Awareness of the importance of maintaining accurate medical records in terms of effective patient care and to fulfil legal requirements
  6. Medical records are accurately assembled in advance for each consulting session as required

15. STOCK CONTROL

  1. Ensure adequate supplies of paper are available or the fax machine and photocopier
  2. Identify the person/persons responsible for ordering stationary and consumables
  3. Demonstrate awareness of the procedures for receiving, checking and storing stationary/consumables etc.

16. PREMISES

  1. Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
  2. When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated in accordance with Practice protocols.
  3. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
  4. Demonstrate awareness of the procedures for safe waste disposal (clinical/environmental and re-cycling)
  5. Display awareness of the procedures for reporting any concerns about Health and Safety, Hygiene and Cleanliness
  6. Demonstrate an up to date knowledge of Manual Handling

17. PERSONAL AND PEOPLE DEVELOPMENT

  1. Maintain Practice dress policy and professionalism at all times
  2. Participate in meetings, staff training and development programmes
  3. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
  4. Participate in the Practice Performance Appraisal process to include: Discussion and agreement with Line Manager of Annual Personal Skills Profile and objectives; preparation for and participation in Mid Year and End of Year Appraisals; preparation and maintenance of Personal Training and Development Plan (PTDP).It is the individuals’ responsibility to remain up to date with recent developments.
  5. Undertake all statutory and mandatory training required by the practice/organisation
  1. HEALTH, SAFETY AND SECURITY

Use the personal security systems within the workplace according to practice guidelines

Identify the risks involved in work activities and undertake them in a way that manages the risks

Know the general principles of first aid and resuscitation to be able to undertake initial actions, as appropriate in emergency situations within the practice

Be aware of statutory child health procedures

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 the computer monitor and equipment safely

Be able to identify the risks to health of microbiological and chemical hazards within the working environment according to the Control of Substances Hazardous to Health (COSHH)

Ensure all visitors to the surgery (excluding patients) sign in and out of the premises

Report any equipment failures, maintenance requirements and issues relating to occupational health and safety to the practice manager

19. QUALITY

  1. Be aware of the practice complaints procedure and notify the Practice Manager of any complaints or concerns from patients or carers
  2. Alert other team members to issues of quality and risk in relation to the reception area.
  3. Support patients in accessing appropriate professionals in the team
  4. Ensure stock items under your control are ordered and available
  5. Know the practice's policies, especially the whistle-blowing policy, available in the practice staff handbook
  6. Be able to manage your own time effectively
  7. Work co-operatively with other practice staff in a team approach

20. EQUALITY AND DIVERSITY

  1. Act in ways that recognise the importance of people's rights, interpreting them in a way that is consistent with procedures
  2. Respect the privacy, dignity, needs and beliefs of patients and carers
  3. Understand basic legal and communication issues regarding child abuse, family violence, vulnerable adults, substance abuse and addictive behaviour

21. GENERAL

To undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

BSW/SAT/JUL15