Receptionist​/Administrator

Main duties of the job

Overview

It is the role of the receptionist to oversee the whole of the reception area and associated duties. You will report directly to the Practice Manager and work as a member of the reception team to assist in the smooth running of the surgery. You will also be required to undertake and oversee any new initiatives or procedures, and to ensure that current practice policies are maintained and adhered to.

The job requires a certain amount of flexibility and all staff must be prepared to take on additional duties or relinquish existing duties in order to maintain the smooth running of this practice. The practice reserves the right to re‑distribute duties and functions amongst members of staff from time to time, and requests for such changes shall not be reasonably refused.

In addition to the tasks set out below, the receptionist should undertake any other duties necessary to the smooth running of the practice and falling within what might reasonably be considered to be receptionists duties.

We are an 8 doctor general practice based in South East London. The premises are modern and spacious with good facilities to enable the provision of care to a multicultural patient population.

It is the role of the receptionist to ensure that the patient has the easiest possible access to the services provided by this practice. Patient enquiries must be handled in a professional manner; courteous, efficient and with empathy.

The job requires a certain amount of flexibility and all staff must be prepared to take on additional duties or relinquish existing duties in order to maintain the smooth running of this practice. The practice reserves the right to re‑distribute duties and functions amongst members of staff from time to time, and requests for such changes shall not be reasonably refused.

In addition to the tasks set out below, the receptionist should undertake any other duties necessary to the smooth running of the practice and falling within what might reasonably be considered to be receptionists duties.

All practice policies to be read, adhered to and followed at all times.

• Professional
• Ability to cope under pressure
• Calm
• Reliable
• Flexible
• Punctual
• Understanding the need for confidentiality
• Ability to take accurate messages
• Ability to work independently or as part of a team

General Reception Performance is satisfactory when:

• The premises are opened and prepared punctually in the morning
• Patients are received and directed appropriately
• All messages are taken correctly and passed onto the recipients
• All callers are dealt with in a helpful courteous manner
• Patients having cause to complain are given information on who to complain to and the complaints procedure
• Requests for home visits are passed onto the duty doctor for assessment
• Aware of which doctors are on duty and which other health professionals are on the premises
• Confidentiality is observed & maintained at all times
• The answering machine is switched on/off and giving the correct message at the end of each surgery

AIM:
To provide each patient with a mutually agreed appointment.

• Patients at the desk are politely asked to excuse the receptionist if they need to answer the phone
• Appointments are made accurately using the EMIS system. Appointment cards are given
• Only one patient per appointment unless agreed with the GP
• Double appointment requests only to be booked in line with practice policy
• Patients to be informed if any member of staff they are waiting to see is running late
• Do not repeat patient details over the phone or in front of other patients. Strict adherence to Information Governance Guidelines must be kept

AIM:
To ensure that a fast and accurate service is provided

• Telephones to be answered within 5 rings
• Appropriate greeting is given
• Calls are dealt with as quickly as possible
• Emergency calls only to be put through to doctors during consultations
• Callers not held for lengthy periods
• Telephone system to be operational at the beginning and end of each day

• All incoming mail to be opened, date stamped and placed in appropriate trays
• As supply of…