Receptionist inHartlepool inHartlepool PUBLISHED 14 DEC 2023

Main Duties

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
• Deal with all general enquiries, explain procedures, and make new, and follow-up, appointments.
• Ensure, using your own judgement and communication skills, that patients with no prior 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 and ensure procedures are completed.
• Receive and make telephone calls as required.
• Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits onto the clinical system, ensuring careful recording of all relevant details and, where necessary, referring to the Duty Doctor.
• Direct repeat prescription requests to the appropriate person and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
• Advise patients of relevant charges for private (i.e. non General Medical Services) services, accepting payments and issuing receipts for same.
• Enter patient information onto the computer as required.
• Make and serve refreshments, ensure the kitchen is kept clean and tidy, and air and tidy the waiting room in turn with other staff.
• Ensure that all new patients are registered onto the computer system promptly and accurately.

Patient Notes and Correspondence

• Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
• Ensure correspondence, reports, results, etc., are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
• Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.

Premises

• Open up premises at the start of the day, when first to arrive, deactivate alarm, and make all necessary preparations to receive patients.
• When last to leave at the end of the day, ensure that the building is totally secured, all internal lights and computers are off and the alarm activated. Check both gates are locked securely.
• Ensure premises are clean and tidy at all times.

Additional Responsibilities

• To be arranged as and when you are competent to do so.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Confidentiality

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 accordingly.

In the performance of the duties outlines 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.

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.

Health and Safety

The post-holder will assist in promoting and maintaining their own and others' health, safety, and security, as defined in the practice Health and 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 people's rights, interpreting them in a way that is consistent with practice procedures and policies, as well as current legislation.
• Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colelagues.
• 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 your own development, learning, and performance, and demonstrating skills and activities to others who are undertaking similar work.

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 your own performance and take accountability for your own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on your own and team activities and making suggestions on ways to improve and enhanced the team's performance.
• Work effectively with individuals in other agencies to meet patients' needs.
• Effectively manage your own time, workload, and resources.

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 people's needs for alternative methods of communication and respond accordingly.

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 your own work.
• Participate in audit where appropriate.

We are looking to expand our incredible admin team by recruiting an additional Part Time Receptionist, for 18 - 23 hours per week.

The main duties of this role are to:

• 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