Receptionist/Administrator Job Description

This document sets out the normal duties of the receptionist/administrator. The job title and description may be altered by the practice, and you may be required to carry out any additional duties that we may reasonably require.

General

The receptionist/administrator is responsible for providing administrative support to the practice and assisting with patient enquiries in order to deliver a quality service to the practice’s patients within the surgery. This involves working within a team dealing with reception matters and, in conjunction with the senior receptionist and practice manager, administrative matters.

Key areas of responsibility

  1. Communication
  2. Patient Enquiries
  3. Housekeeping
  4. Security
  5. Filing and Administration
  6. Prescriptions

Accountability

The receptionist/administrator is accountable to the senior receptionist, the practice manager and the partners.

Qualifications

Although no formal qualifications are required, it is essential that a receptionist/administrator can demonstrate skills in literacy and numeracy and can fully appreciate confidentiality at all times.

Professional Conduct

The receptionist/administrator will comply at all times with code of professional conduct laid down by the practice. In particular, both with regard to himself/herself and the whole team:

  1. He/she must maintain a high standard of professional development.
  2. He/she must maintain confidentiality relating to the patients, and other practice matters.
  3. He/she must maintain accurate records, whether electronically or on paper.
  4. He/she must communicate and liaise with all other members of the primary health care team, whether directly employed by the partnership, or attached to the practice.
  5. He/she must communicate and liaise with members of other organisations, such as the primary care trust, provider trusts, or social services, as appropriate and with due regard for patient welfare and confidentiality.

Particular Duties

It is not possible to be prescriptive about the receptionist/administrator’s duties. They will continue to evolve to meet the changing needs of the practice and its patients. Clearly a receptionist/administrator must not be expected to work beyond his/her competence. We expect him/her to play a key part in the development of the reception area, working not only as a team player but also on his/her own initiative.

In the broadest terms, the duties involve –

1. Communication:

  • Receiving and recording messages such as requests for home visits and laboratory results. All messages should be logged into the message book/electronic tasking system with time and date of receipt, and passed to the relevant practice member as soon as practicable.
  • It is required that you should be helpful and courteous at all times and should adhere to the confidentiality clauses in your contract.

2. Patient Enquiries:

  • Receiving and directing patients on arrival.
  • Making appointments ensuring that appointments are kept with allocated times. The doctors will advise if alternatives are to be arranged.
  • Explaining surgery procedures ensuring that clinical and administrative protocols are observed.
  • Ordering patient transport and providing the patient with the appropriate advice and information.
  • Answering and assisting with patient enquiries to the best of your knowledge observing practice procedures.

3. Housekeeping:

  • Maintaining stationery supplies in all consulting rooms and reception areas.
  • All stationery equipment is placed in its appropriate receptacle by the end of your shift.
  • All relevant steps are taken to sign off the computer whenever the workstation is left unattended.
  • Ensure that your workstation is left the way in which you would like to receive it.
  • Tidying waiting areas ensuring that magazines and toys are stored in the appropriate place. Floors and doorways are to be kept free of litter and spillages which could cause harm to patients and other members of staff.
  • Making tea and coffee and washing up/loading and unloading the dishwasher afterwards.

4. Security:

  • Opening premises, switching off intruder alarm, checking heating and ventilation, and reversing the process in the evening.
  • All paths and floor areas to include doorways to be kept free of all obstructions at all times.
  • Restoring telephone services, switching to alternative service as necessary and identifying the correct procedure if the telephone service breaks down.

5. Filing and Administration:

  • All patient medical records are filed in alphabetical order.
  • All patients’ letters and results are opened within two hours of receipt, stamped with date and directive stamp, distributed to the GP’s for checking and then filed manually and/or electronically in the patients’ notes.
  • To perform photocopying duties when required.
  • To ensure that all new patients presenting at the surgery are invited to attend for a new patient health check, are handed a practice leaflet or directed to the Practice’s website and complete the appropriate registration forms.

6. Prescriptions:

Our aim is for the patient to collect or receive a completed script 48 hours after ordering.

  • To ensure that prescription requests are received in writing either on the computer generated request slip or by a hand written note from the patient.
  • Prescriptions are entered correctly on the computer and ensuring that the GP has checked and signed the script.

Leave

The holder of this post will be entitled to 5.6 weeks annual leave. Our holiday year is from 1st April to 31st March.

Pension

The post holder is entitled to contribute to the National Health Service superannuation scheme.

Pay

As receptionist/administrator, pay will be rewarded according to your duties and responsibilities. This will be discussed further at interview however the starting hourly pay rate will range from £6.90 to £7.50.

Hours

You are employed to work 29.75hours per week. These hours consist of the following shifts:

Mondays (8.00am – 4.30pm), Wednesdays (10.00am – 1.00pm & 2.00pm – 6.45pm), Thursdays (8.00am – 12.30pm & 2.00pm – 6.30pm) and Fridays (8.00am – 12.30pm).

You will be expected to cover reception hours during planned staff annual leave and unplanned staff sickness absences.

It is also expected to share Saturday morning reception cover as part of the Practice’s extended hours opening service. Saturday surgery operates every other Saturday from 9.00am to 1.00pm. It will usually mean covering 4 Saturdays per year as shared responsibility of the whole reception team.

Equal Opportunities

We are an equal opportunities employer.