Practice Receptionist and Administrator

Job title:Practice Receptionist and Administrator Reports to: Practice Manager Accountable to: Practice Manager Hours: 37.5 per week Summary: To work as part of our team to provide an excellent patient experience. This will include: Receiving, assisting and directing patients in accessing the appropriate services in a courteous, efficient and effective way. Projecting a positive, caring and friendly image to patients and other visitors, in person and on the telephone. Provide assistance to the clinical and administrative team to ensure the smooth running of the surgery. Areas of responsibility: The following list is not exhaustive and is subject to change to support business need. Patient services Be the point of contact for all patients arriving at the surgery Ensure total familiarity with the practice appointment system Ensure that the waiting area and patient environment is clean and tidy at all times. Deal with face to face/phone patient queries from other team members where appropriate Liaise with other members of the primary health care team, outside agencies and practice volunteers as required Be available to cover reception if required to support colleagues annual and sick leave Administration To have a thorough knowledge of all Practice procedures. To work in accordance of written protocols. Accurately record incoming messages and safely pass them to the appropriate person Action tasks by contacting patients via phone, sms or letter Process referrals Deal with patient enquiries in a polite and professional manner Complete the more complex admin tasks Monitor and reply to emails sent to the practice. Information technology: Have a working knowledge of all EMIS (including Workflow), eReferrals, NHS Mail, Electronic Prescribing and other software and hardware that support patient services Support patients to use self-check in screens, and other electronic equipment such as the patient BP machine. 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 carers Recognise peoples needs for alternative methods of communication and respond accordingly Ensure communication systems are running smoothly General The post holder may be required to undertake additional duties not identified here to meet the needs of the practice. They must also be willing to attend relevant meetings, study and update days even if not on a usual working day Confidentiality Sign and follow the practices confidentiality policy at all times Health & Safety The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified Equality and diversity The post holder will support the equality, diversity and rights of patients, carers and colleagues. 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, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Security The post holder should follow the practice locking-up protocol to ensure the security of the premises