RECEPTIONIST/ADMINISTRATOR

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 and professionals, either in person or via the telephone.

Duties and Responsibilities of Post to include but are not limited to:

Administration

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols
• Pulling/filing notes and update, or for information, as necessary
• Filing, record keeping and distribution of documents is undertaken accurately, efficiently and promptly.
• Fax and photocopy as requested
• Setting out letters, new prescriptions and repeat prescriptions for checking by the doctor before collection.
• Receiving messages for doctors, nurses, primary and secondary health care workers and professionals.

Reception

• Receiving and directing patients, consulting with members of practice team.
• Answering general enquiries, explaining Practice procedures.
• Handing completed repeat prescriptions to patient and checking names and address.
• Be able to cover all reception positions as necessary.
• Ensure that the surgery premises are kept clean and tidy.
• Receiving and recording requests for home visits.

Appointments

• Making new and follow up appointments and receiving requests for repeat prescriptions.
• Process appointment requests for today & future appointments from patients by telephone and in person.
• Deal with visits requests

Computer

• Registrations of new patients – computer data entry and medical records
• Register Patient for ‘Patient Access’ and promote this service.
• Process patients change of address – computer data and medical records (have knowledge of practice area.)
• Process repeat prescription request in accordance with practice guidelines.
• Maintain computer records accurately as per Practice procedure.
• Scanning documents as per workflow process

Telephone

• Have working knowledge of the telephone system, during and after hours.
• Restoring telephone and computer services.

Other Tasks

• Ensure that an adequate supply of stationery is available in the consulting rooms and the reception area.
• Ensure building security – have thorough knowledge of doors, windows, heating, ventilation and alarm systems.
• Provide drinks and refreshments for colleagues, all other professions and visitors as required.
• Any other tasks allocated by the manager are to be performed with accuracy and promptness.

Equality & Diversity

It is the responsibility of all employees to support Lytham Road Surgery’s vision of promoting a positive approach to diversity and equality of opportunity, to eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of Equality & Diversity Policy.

Confidentiality

You must not use such information for your own benefit nor disclose it to other persons without the consent of Lytham Road Surgery and the party concerned unless required to do so by law. This applies both during and after the termination of your employment.

• 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
• 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
• 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.

Any breach of confidentiality during employment may be regarded as serious misconduct and could lead to summary dismissal.

Appraisal

Lytham Road Surgery is committed to providing a high quality service through the effective management and development of its employees.

• Participation in an annual individual performance review/appraisal, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance.

Communication

The post-holder should recognize 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.

Safeguarding Children and Vulnerable Adults

Lytham Road Surgery is committed to safeguarding children, young people and vulnerable adults within its care. As an employee you are accountable to ensure that you know how to respond when you are concerned for the safety of a child, young person or vulnerable adult. The Surgery will support you in this process by providing training, support and advice. There is a safeguarding lead can be contacted for guidance. The Surgery works in partnership with key agencies to protect children, young people and vulnerable adults.

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

Rehabilitation of Offenders Act 1974

This post is subject to an exception order under the provisions of the Rehabilitation of Offenders Act 1974. This stipulates that all previous convictions, including those that are ‘spent’ must be declared. Previous convictions will not necessarily preclude an individual from employment but must be declared in writing at the appropriate stage during the recruitment process.

Data Protection

As your employer, Lytham Road Surgery needs to keep information about you for purposes connected with your employment. The sort of information we will hold includes information for payroll purposes, references, contact names and addresses and records relating to your career with the surgery. These uses are covered by our notification with the Information Commissioners Office under the Data Protection Act 1998.

The information which we hold will be for our management and administrative use only but we may need to disclose some information we hold about you to relevant third parties (e.g. Inland Revenue).

Information Security

Under the provisions of the Data Protection act, it is the responsibility of each member of staff to ensure that all personal data relating to patients and members of staff, whether held in manual or electronic format, is kept secure at all times.

• Computer passwords must not be shared either between systems or users.
• Lytham Road Surgery may monitor e-mail messages, any files stored on the networks or on equipment and usage of the Internet, NHS.net and computer systems, irrespective of whether these relate to the surgery or personal use.
• Access and usage of Lytham Road Surgery computers must be in accordance with the surgery Policies.

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 own work
• Participate in audit where appropriate.

Smoke-free Policy

Lytham Road Surgery operates a Smoke-free policy. This means that smoking is not permitted anywhere within owned or leased premises, including within their grounds. In the interests of promoting responsible healthcare all staff are to refrain from smoking when off-site in uniform or wearing an identifying NHS badge in any public place.

The duties of the post will be reviewed regularly in conjunction with the post holder.

This is our standard receptionist JD and obviously are aware that not all apprentices will have any real life work experience