Download The Chesterfield Drive Practice

The Chesterfield Drive Practice
Job Description
Job title:
Telephonist/Receptionist
Responsible to:
Practice Business Manager
Line Manager:
Operations Manager
Location:
Post 1 - Chesterfield Drive Surgery
Post 2 - Chesterfield Drive Surgery plus one day per week at Landseer
Road Surgery
Both postholders will be expected to be able to work at either site for
cover purposes.
Hours:
Full-time, 37.5 hours per week.
Both posts – exact pattern of work to be agreed. Occasional Saturday
working, on a rota basis, will be required.
Starting rate of pay: £7.25 per hour with enhancement for Saturday working
Summary of the job:
The post holder will be part of a team responsible for providing an efficient response to patients’
enquiries, by telephone or face to face, and dealing with all patient related administration.
MAIN DUTIES
Telephone / Reception
The post holder will be responsible for ensuring patients are dealt with in an efficient and pleasant
manner both on the telephone and at the reception desk.
Including:
 Dealing with, as a matter of priority, all telephone calls and making outgoing calls for
doctors and others, as required
 Handling general enquiries, explaining surgery procedures
 Handling enquiries for appointments
 Making new and follow-up appointments
 Receiving and recording requests for home visits
 Receiving and recording requests for telephone advice
 Dealing with all administration relating to notification of the death of a patient.
 Booking appointments and dealing with the administration relating to private medicals e.g.,
HGV and DVLA medicals etc.
 Receiving and recording messages from other agencies.
 Recording and updating patient records with missing information such as mobile phone
numbers and other registration details, missing QOF data.
 Ensuring patients receive reminders if they are due for a regular check such as an annual
review, childhood immunisation, Chronic Disease Check, cervical smear.
 Manage demand by ensuring patients are allocated appropriately to appointments and
advising patients of other ways of dealing with minor illness.
Administration
The post holder will be responsible for ensuring that all administrative tasks are completed on
time and in an efficient manner.
o Dealing with external correspondence and ensure it is dealt with in a timely manner and
all actions are completed.
o Scanning and filing information into patient records.
o Summarising new notes received into the surgery.
o Dealing with actions arising from patient results, correspondence and from other sources.
Call and recall System
o The post holder will support the call and recall process along with other members of the
team.
o Opportunistic reminders given to the patients when seen or on the telephone.
Premises
o Opening and closing the premises, checking heating and surgeries.
o Restoring telephone services.
o Ensure windows and doors are locked and secure, equipment is switched off and the
premises are left in a safe manner at the end of the day.
General Administration
o File incoming mail.
o Updating manual and computer records when changes occur and notify Suffolk Health of
any changes.
o Inform patients of charges for non NHS services and ensure invoice is made out.
o Dealing with internal post from Suffolk Practitioner Support Services (Blue Bag).
o Ensuring that all incoming faxes are distributed immediately and the machine is supplied
with paper. Any faults to be reported immediately to the Supervisor.
Research projects
 Co-operate and participate as required in any research projects within the
Practice.
Student/staff education and training
 Participate in the education and training of students of all disciplines and the
induction of all members of Practice staff.
 Contributing to the teaching and assessment of learners as appropriate.
Liaison
 Maintain effective liaison with other agencies and staff concerned with patient
care and with all other disciplines within the Practice, with appropriate regard to
confidentiality.
Professional development
 Maintain continued education by attendance at courses and study days as
deemed useful or necessary for professional development.
Confidentiality:
 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
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
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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, to include:
 Acting in a way that recognises the importance of people’s rights, interpreting
them in a way that is consistent with Practice procedures and policies, and
current legislation
 Respecting the privacy, dignity, needs and beliefs of patients, carers and
colleagues
 Behaving in a manner which is welcoming to and of the individual, is nonjudgmental and respects their circumstances, feelings priorities and rights.
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
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 patient needs
 Effectively manage own time, workload and resources
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 people’s needs for alternative methods of communication and
respond accordingly
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
Miscellaneous:
This is not an exhaustive list of duties and the post-holder may be required to undertake
other duties as deemed necessary that are commensurate with the role.
Updated April 2015
Person Specification – Telephonist/Receptionist
Qualifications &
Education
Experience
Essential
Educated to GCSE level or equivalent
Desirable
Customer Service and/or
Administration qualification
Practical experience of computerised systems
Experience of SystmOne or other
clinical system
Proven administration experience
Practical experience of using Microsoft Office
applications (Word, Excel, Outlook)
Knowledge and
Skills
Ability to receive, record and communicate
information accurately and in a timely manner
Proven telephone and reception skills
Ability to organise and prioritise workload
Attention to detail
Ability to respond to and manage patient demands
and expectations
Personal
qualities
Self-motivated to deliver a good service and develop
own skills
Able to perform under pressure
Ability to adapt positively to change
Ability to support and work constructively with others
Willingness to work flexibility to meet the demands of
the Practice, including cover for absent colleagues
where appropriate
Commitment to undertake all mandatory training
required for the role
Ability to understand the importance of and to
maintain confidentiality
October 2014
Knowledge of general practice
environment