Job Description

JOB TITLE:

Medical Receptionist MAIN PURPOSE OF POST: Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. 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. RESPONSIBLE TO: Reception Manager MAJOR DUTIES AND RESPONSIBILITIES: Reception Duties Understand and utilise I.T systems used in practice for patient correspondence. These include online patient consultations; online requests for medication; online patient registrations; online patient direct appointment bookings Monitor flow of patients into consulting and treatment rooms Ensure that patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedures are completed Advise patients of relevant charges for non NHS services, accept payment and issue receipts Respond to all queries and requests for assistance from patients and other visitors Record request for home visits stating time received and including all relevant information and where necessary refer to the Duty Doctor Action repeat prescriptions within 2 working days in line with the practice protocol Ensure reception and waiting areas are kept neat and tidy To attend training as required by management To attend all reception team meetings and Doctor/site meetings when scheduled Record Keeping Internal record keeping as required Accurate electronic filing of patient correspondence within the surgery records Appointment systems Ensure total familiarity with all surgery appointment systems including regular and incidental variations Book appointments and recalls ensuring sufficient information are recorded to retrieve medical record Monitor effectiveness of the system and report any problems or variations required Operation of Telephone System Promptly answer telephone calls received at the practice for either an appointment, query or information and sign-post appropriately.



Ensure that the system is operational at the beginning of each day and report any problems with the phones to the Reception Manager Start and end of day procedures Open premises at the start of the day, deactivate alarm and make necessary preparation to receive patients Secure premises at the end of the day, ensure building is totally secured, internal lights off and alarm activated Administration Action emails appropriately and scan hand-delivered post on to the computer system. Ensure appropriate correspondence is dealt with accurately and efficiently and where necessary passed onto the appropriate team. Liaise with patients, external departments, both face to face and by telephone or e-mail Check and action e-mails, tasks and workflows on a daily basis Your work may change, subject to consultation, depending on the needs of the organisation. This may include incorporating administration work within your working week.



Special requirements of the post Understanding and acceptance of and adherence to the need for strict confidentiality. Ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to patients enquiries and requests. Excellent communication skills. Flexibility Essential to be able to provide reasonable cover for absent colleagues for holidays and sickness.



May be required to carry out other reasonable tasks from time to time as requested by the Partners or Management team. Data Protection and Confidentiality Issues To ensure that when accessing data relating to patients, the information obtained and used is registered appropriately under Data Protection Act To ensure that all information held centrally by the practice relating to the patients health, medical treatment, personal details and registration details remains confidential to the practice and patient To ensure that all requests for medical information about a patient from external organisations and patients family members is legitimate, complies with Access to Medical Records and other legislation, has the written consent of the patient and practice. Must be familiar and comply with Information Governance guidance 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 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 which 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, 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 Undertake significant analysis in order to improve systems and communication within the practice Communication The post-holder should recognise 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. NOTE: This job description reflects the present requirements of the post.



As duties and responsibilities change and develop the job description will be reviewed and be subject to amendment in consultation with the post-holder.