JOB DESCRIPTION:

RECEPTIONIST / ADMINISTRATION CLERK

PAY SCALE:Grade 2/3

HOURS OF EMPLOYMENT:18 hours per week to be worked flexibly during surgery opening times PLUS cover up to full time hours

REPORTS TO:TEAM LEADERS

LINE MANAGER:RECEPTION MANAGER

ACCOUNTABLE TO:PRACTICE MANAGER

JOB SUMMARY

The postholder will, after training, provide an efficient service to our patients, doctors and nursing teams. The tasks will include reception duties and may also include administration work within other departments as and when necessary, dependent upon the needs of the practice. The work will involve use of telephones, computerised systems including appointments, messages, recording of data, filing, and general surgery assistance. The receptionist is the first point of contact for patients and the general public so it is essential that they present a professionaland caring image of the practice and maintain strict confidentiality at all times. This is a very responsible role.

RECEPTION DUTIES

  • Prepare premises punctually in the morning
  • Receive and direct patients, assistingfrail, elderly, less mobile patients or any patient as appropriate
  • Answer the telephonecourteously and efficiently, taking and recording messages accurately
  • Operate the appointment system as directed; care navigating patients, booking telephone consultation/face to face appts/home visits as appropriate and recording non-consultation data on the EMIS medical system
  • Make necessary arrangements for repeat prescriptions, blood tests, X Rays and hospital transport
  • Deal with computerised messages promptly and prioritising as appropriate
  • Assemble items for hospital and health authority transport
  • Distribute mail
  • Receive private fee payments and issue receipts
  • File correspondence, keeping paper medical records in appropriate condition
  • Update computerised records as required
  • Prepare and tidy consulting rooms before and after surgery and re-stock as required
  • Lock and secure premises at night as and when directed, checking that the telephone system has transferred correctly to the Out of Hours service

ADMINISTRATION DUTIES

Receptionists / Administration Clerks are required to undertake administrative tasks [for which they will receive appropriate training] relevant to the area in which they are workingand dependent upon their level of expertise. This may include such tasks as scanning documents onto medical records; read-coding; registration of patients;note summarising;checking and recording of data; undertaking searches; maintaining spreadsheets; accessing external databases and retrieving information; checking QOF targets;organising reviews and paperwork for home visits; research administration; and basic IT problem solving.

GENERAL RESPONSIBILITIES

  • All staff must report any matter affecting patient confidentiality, safety or security to a Supervisor or Team Leader.
  • All reception/administrative staff are required to attend non-clinical staff meetings and other meetings as deemed necessary.
  • All staff are expected to comply with the Practice’s Mission Statement, local policy and protocol including the Staff Core Values and strict adherence to the Practice’s Confidentiality and Computer Security protocols.
  • All staff are expected to dress smartly and professionally in accordance with the uniform policy.
  • The post holder will receive ‘on-the-job’ training from Team Leaders and experienced Receptionists as and when appropriate. In addition they are required to attend formal training courses which include annual Basic Life Support updates and to undertake other mandatory training online as requested. The post-holder will attend relevant training as identified either by Personal Development Plan or to meet the requirements of the practice. It is expected that the knowledge and skills acquired from attendance at such training will be shared and applied within the practice.
  • Receptionists will monitor reception areas for good appearance and take action as required, helping to ensure that patient waiting areas are welcoming and give a good impression of the practice. They will ensure that premises are kept clean and tidy during the day; tidy and sort manazines, notices and leaflets in waiting areas; discard old or damanged items where necessary.
  • It is important that all members of practice staff are flexible and prepared to adapt and take on additional duties or to relinquish existing duties in order to maintain efficient running of the practice. The Board of Partners and the Practice Management Team reserve the right to redistribute duties and functions amongst staff from time to time based on service needs and the existing skills of the post-holders.
  • The post holder is expected to personally comply with the statutory provisions of health and safety at work legislation and local policy and to always work in a safe manner and not to put self or others at risk.
  • It is a requirement that all employees of the practice comply with the rules of confidentiality pertaining to patients, staff and business information.

PERSON SPECIFICATION
JOB TITLE / Receptionist / Administrative Clerk
Resonsible to / The Practice Manager
QUALIFICATIONS & TRAINING / Essential / Desirable
  • Good standard of general education
/ 
  • AMSPAR qualification [or equivalent]
/ 
EXPERIENCE / Essential / Desirable
  • Working in a customer services environment / with general public
/ 
  • Using a computer
/ 
  • Administrative experience e.g. filing
/ 
  • Experience in a Doctor’s surgery or other health care provider
/ 
SKILLS & KNOWLEDGE / Essential / Desirable
  • Competent in the use of routine IT application such as Word
/ 
  • Confident and skilled in dealing with anxious or distressed people
/ 
  • Effective and empathetic communication skills
/ 
  • Medical terminology
/ 
BEHAVIOURS / Essential / Desirable
  • Personable, friendly and patient disposition
/ 
  • Meticulous with good attention to detail
/ 
  • Flexible, reliable and adaptable, able to multitask
/ 
  • High standards of personal integrity and ability to maintain confidentiality
/ 

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G:\Managers\AA\RECRUITMENT\Job Descriptions\JD PS - Receptionist-Administration Clerk - January 2018.doc

Reviewed & updated: AA – January 2018