"DMSL Receptionist Job description"
Danum Medical Services Limited RECEPTIONIST Organisation Position:- Reports to Practice Manager Job Purpose:- To provide an efficient service to all patients, maintaining confidentiality at all times. To provide accurate computer records and information as requested. To fully support the patients, GPs and colleagues and uphold the practice/company principles. Qualifications:- No formal qualifications are required at this level . Must have experience of windows based computer systems and basic keyboard skills. Receptionists must have good organisational and interpersonal skills, good verbal and written communication skills and be able to work on their own initiative. Must be capable of demonstrating the ability to work in a team and across multi-professional teams. Must remain calm and resilient under pressure with a desire to learn and develop new skills. Must be a flexible worker. Experience:- A minimum of one years experience working in a people orientated field. Role Summary:- This level is suitable for new employees wishing to gain experience in general practice. This role comprises basic reception and administrative tasks. Employees would be expected to achieve all basic competencies within 2 years. Decisions and Judgements:- Under the supervision of the Practice Manager, will be required to use own initiative to apply practice/company policies to ensure best care for patients and follow practice/company guidelines. Communications and relationships:- Will need to communicate with patients, visitors, colleagues and others by verbal and non verbal methods. Must be able to communicate on all levels and recognise individuals needs. Will be required to communicate with patients whose first language is not English and patients with learning difficulties. Core Competencies:- All employees must: Ensure confidentiality is preserved at all times whether the information is written/electronic or oral and whether the employee is at or away from work. Work under regulatory ruling of Health & Safety to ensure the control of potential hazards including handling of pathology specimens, personal hygiene, cross infection. Follow Data Protection and practice protocols for Clinical Governance Framework and Caldicott Principles. Take all appropriate precautions to protect the security and safety of oneself and others and the premises. Adhere to the legal requirements with regards to supporting Equal Opportunities. Deal with complaints promptly according to practice policy. Perform duties to standards required by the practice. Demonstrate commitment to Continued Professional Development. Demonstrate computer literacy. Job Competencies: 1. Data Input and Retrieval Understand the different screens of a patients record. Able to retrieve patients details by name, address, DOB or NHS number. Know how to find family members at the same address. Record all contacts with patients in accordance with practice policies. Record ambulance requests. Able to print our patient records. Correct usage of shredder for patient identifiable information. 2. Home Visit Requests Be able to explain the practice policies for acceptance of home visits. Record visit requests in the visit book and on the computer. Print out patient summary for GP to take on visit. Correct allocation of visits to GPs’. Give appropriate advice in cases of emergencies i.e. chest pain ensuring emergency requests are bought to the attention of the GP immediately. 3. Appointments Understand the practice policy for appointments. Aware of the different services available to patients. Able to make appointments. Able to move or cancel appointments. Recognise patients who do not arrive for appointments and mark accordingly. Understand procedure for patients arriving after appointment time. Keep patients informed of clinics which may be running late. Alert doctors/nurses to patients whose may need immediate attention. Alert doctors/nurses to patients who may need assistance i.e. hearing or vision impaired. Able to use the search facility to locate a patients’ appointment or find a Drs available slot. 4. Mail Distribution Open and sort mail in accordance with practice procedures. Understands procedure for distributing mail when Drs on holiday. Demonstrates correct use of practice stamps. Able to sort mail after marking by Drs accurately. Prepare outgoing mail appropriately using franking machine. Able to use fax machine. Demonstrate ability to use photocopier. 5. Telephones Greets callers politely and identifies themselves and practice to caller. Able to use the telephone system to receive, transfer and make telephone calls. Can pick up calls from other phones Ensure confidentiality is maintained by putting callers on hold. Ensure system is put through to out of hours service correctly at the end of the day and able to return system to normal use in a morning. Able to divert to answer machine during practice closure times and able to record messages. 6. Message Taking Receive and respond to routine and non-routine requests for information from patients, carers and other users of the surgery. Identify appropriate member of the primary health care team to receive messages and ensure information is passed on in a timely manner. Ensure messages requiring responses are followed up. 7. Visitors to the Practice Ensure visitors to the practice sign in and out Direct visitors as necessary. 8. Practice Information Able to explain the practice policy for registrations including temporary residents, immediate and necessary treatment and visitors from overseas. Ensure adequate stock of practice leaflet and any newsletters/information sheets and distribute to patients appropriately. Able to direct patients requesting access to medical records. Able to direct requests for information under the Freedom of Information Act. Understand role of PALS Keep patient information file up to date. 9. Ambulance and Patient Transport Understand practice policy on providing patient transport. Demonstrate ability to record ambulance requests using appropriate forms. Ensure routine requests are faxed through to ambulance control and follow up confirmation of booking. Telephone emergency requests and with relevant information. Understand different timescales of ambulance availability. Enter details onto patient records including date/time booked and reference number. 10. Maintenance of Filing Systems Able to retrieve and file patients records alphabetically when requested. Ensure any correspondence filed is in strict date order. Know relevant person to inform of patient detail changes and ensure information is passed on. Understand the importance and legal requirements of accurate medical records and implications of mis filed documentation. 11. General Ensure reception area is kept clean and tidy with particular attention to own work station. Clean computer keyboards, monitors and telephone handsets on a regular basis. Ensure Drs computers are switched on before surgery and all computers are closed down correctly at night. Check consulting rooms at lunchtimes and evenings and remove dirty pots and change couch roll where necessary. Check waiting room at lunchtimes and tidy magazines. 12. Emergency Situations Respond to patients in emergencies, assisting with CPR if required. React to activated panic alarms in accordance with practice policy. Understand Evacuation procedure and responsibilities. Take appropriate action if a patient is rude or aggressive as per practice Zero Tolerance policy. Required Knowledge and Skills:- Good organisational skills Well developed interpersonal skills Ability to work on own initiative Good verbal and written communication skills Resilient and calm under pressure Able to work within a team Demonstrates ability to work across multi-professional teams. Required Training :- Health and Safety Evacuation Procedures Fire Training CPR Training Zero Tolerance Confidentiality Data Protection Caldicott Principles Attendance at In House and Forum based TARGET.