Administrator/Receptionist

Crocus Medical Practice

JOB DESCRIPTION

JOB TITLE: Administrator/Receptionist

REPORTS TO: HR Manager/Practice Manager

Job Summary:

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.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time understand direction of management, dependent on current and evolving practice workload and staffing levels:

• To have a thorough knowledge of all the practice procedures and to work in accordance to these
• Undertake a variety of administrative duties to assist in the smooth running of the practice
• Opening up, preparing and locking-up of premises and maintaining security in accordance with Practice protocols – have knowledge of doors, windows and alarm systems
• Maintaining and monitoring the practice appointment system and waiting room
• Processing personal telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare or administrative professional ensuring that all details are recorded correctly
• Ensuring that telephone messages are taken accurately
• Promptly and politely answer telephone calls, answering enquires, giving test results as directed by the Doctor
• Filing and retrieving paperwork
• Processing repeat prescriptions in accordance with practice guidelines, following the Standard Operating Procedures
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
• Checking consulting rooms and reception area as required
• Providing clerical assistance to practice staff as required, including work/data processing, filing, photocopying and scanning
• Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Process appointment requests for today/future appointments from patients by telephone and in person
• Registrations of new patients and change of address (have knowledge or practice area and dispensing villages)
• Have working knowledge or telephone system, during and after hours
• Be flexible for covering of sickness and holidays
• Any other duties which from time to time may be required from management

Confidentiality:

• In the course of seeking treatment, patients entrust with us, 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 careers, practice staff and other health 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, careers, colleagues and other health care 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

Please refer to the Practice staff handbook located in the shared drive, reception office folders and Practice Managers office.

Equality and Diversity

Please refer to the Practice staff handbook located in the shared drive, reception office folders and Practice Managers office.

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
• Ensuring annual and quarterly training is up to date and reviewed – seeking management advice when needed

Attitude and appearance:

At times you will act as the patient’s first point of contact; you will need to be courteous, professional and efficient. Your appearance should reflect this in regards to dress and hygiene.

Remember at all times that you are an integral member of the Practice team and as such your comments and suggests are important to the efficient running of the Practice. Your attendance at Practice meetings is therefore required.

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 careers
• Communicate any grievances or concerns with management
• Recognise people’s needs for alternative methods of communication and respond accordingly

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
• Effectively manage own time, workload and resources

This post is Full Time but Job share considered. Over 5 Days.

Hours:

Mondays 7.45 - 13.45, Tuesdays 14.00 - 20.00, Wednesdays 7.45 - 18.30, Thursdays 7.45 -18.30, Fridays 12.30 - 18.30.