receptionist Stoke-on-Trent, England
Job description
Job Summary: To provide a professional, approachable first point of contact for patients, medical professionals and members of the public contacting the practice by telephone, electronically and in person. Direct patients to the most appropriate healthcare service/ clinician. Reports to: Reception Manager Reception Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice over the phone, face to face, e-mail, online and other digital forms of communication. Deal with all general enquires, explain procedure and make new and follow up appointments.
Direct patients to most appropriate internal and external clinical resources. Maintain an up to date knowledge of all resources available i.e. social prescriber, pharmacy minor illness service etc. Relay messages to patients as directed by clinical staff Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
Action repeat prescription requests accurately in a timely manner. Liaise with local pharmacies re patients prescription requests and out of stock medication. Arrange emergency & routine patient transport. Advise patients of relevant charges for private (Non General Medical Services) services, Accept payment and issue receipts for same.
Accurately record patient information on clinical system. Premises Open up premises at the start of the day when first to arrive, de active alarm and make all necessary preparations to receive patients. When last to leave at end of day, ensure that the building is secure, internal lights off and alarm activated Ensure that the waiting room is tidy, free from cluster and all posters / reading material is appropriate and up-to-date. Any other duties as agreed with the Reception or Practice Manager which are within the capability of the post holder.
10. Confidentiality: 10.1 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 10.2 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 10.3 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. 11. Health & Safety: 11.1 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: 11.2 Using personal security systems within the workplace according to policy. 11.3 Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks 11.4 Making effective use of training to update knowledge and skills 11.5 Maintaining work areas in a tidy and safe way and free from hazards 11.6 Reporting potential risks identified.
12. Infection Control The post holder will adhere to the practices infection control policies and protocols. Make effective use of infection control training to update knowledge Report potential risks identified 13. Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: 13.1 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 13.2 Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues 13.3 Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
14. Personal/Professional Development: 14.1 The post-holder will participate in any training programme implemented by the practice as part of this employment. This will include set mandatory training for the job role. 14.2 Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development 14.3.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. 15. Quality: The post-holder will strive to maintain quality within the practice, and will: 15.1 Alert other team members to issues of quality and risk 15.2 Assess own performance and take accountability for own actions, either directly or under supervision 15.3 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 15.4 Work effectively with individuals in other agencies to meet patients needs 15.5 Effectively manage own time, workload and resources. 16 Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: 16.1 Communicate effectively with other team members 16.2 Communicate effectively with patients and carers 16.3 Recognise peoples needs for alternative methods of communication and respond accordingly.
16.4 Attend mandatory practice meetings 17 Contribution to the Implementation of Services: The post-holder will: 17.1 Apply practice policies, standards and guidance 17.2 Discuss with other members of the team how the policies, standards and guidelines will affect own work 18. Safeguarding: The post holder will adhere to the practice adult and child safeguarding policies and protocols. Make effective use of safeguarding training to update knowledge Report potential safeguarding concerns as per the practice policy or directly to the relevant organisation.
