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					                      RECEPTIONIST JOB DESCRIPTION

JOB TITLE:                                     Receptionist

LOCATION:                                      Primarily based at Broadmead
                                               Medical Centre although
                                               expected to attend or work
                                               across other sites such as South
                                               Bristol Walk-in-Centre, if

RESPONSIBLE TO:                                Assistant Practice Manager

OVERALL ACCOUNTABLE TO:                        Practice Manager


This post holder will work in a reception department as part of a team with GPs
and nurses. Jobs will include speaking to patients, carers, other NHS bodies on
the telephone and face to face, updating the patients computerised notes,
booking appointments and transport for patients, and typing referral letters to
Consultants. You will be required to help patients and signpost them to the
relevant service/person. At all times the postholder must act in a manner
consistent with the code of conduct and appearance representing BrisDoc and
the NHS.

The following list serves to illustrate the scope and responsibilities of the post
and is not intended to be exclusive. This role will develop as the business
develops, subsequently leading to changes in the job responsibilities.


    1) Reception

   Answering the telephone with a professional and pleasant manner to ensure
    that the caller is dealt with accurately and effectively
   To be able to deal with telephone calls whilst at the same time managing face
    to face enquiries, booking appointments, directing patients to the right
    personnel and/or organization and being generally aware of what is
    happening in the patient reception area
   Take accurate messages and be able to identify the priority/urgency of the
    message and take the appropriate response
   Dealing with confidential faxes
   Opening and actioning the post. Ensuring that all post is distributed to the
    correct personnel ASAP.
   Making appointments on the clinical system either by telephone or at the desk
   Using the clinical system to inform the clinician that their patient has arrived
   Preparing repeat prescriptions for Doctors signatures
   Booking hospital transport if required
   Updating the clinical system when a patient has died and informing other
    NHS establishments, if appropriate.
   Contacting a Doctor when an urgent visit is required, and if necessary,
    telephoning for an ambulance.
   Scanning documents into the patient’s clinical record and updating the clinical
    system from Consultant/hospital letters.
   Updating new patient’s clinical record when their paper notes arrive.
   Compiling new patient packs.
   Registering patients on the clinical system whether they are a regular patient,
    immediately necessary or a temporary resident.
   Changing back up tapes in the clinical back up drive on a daily basis and
    cleaning the drive twice weekly.
   Contacting EMIS and or Adastra if the clinical system does not start at the
    beginning of the day or a fault is detected.
   You may be required to alarm the building when the cleaning auxiliary is
    absent from work.
   Filing letters/documents in the patients paper notes
   To assist the administration process of ordering, taking delivery and
    maintaining stock supplies so that the surgery is constantly supplied with the
    correct goods to maintain an effective service to patients
   To undertake duties required by the Practice Manager and or Assistant
    Practice Manager as required for the day to day running of the service

    2) Communication

   To communicate on the phone, by email, fax or in person with staff from a
    wide variety of NHS/Ambulance departments so that good communication
    between the surgery and all other services is maintained.
   To communicate in a professional, friendly and open manner with patients,
    carers and the general public to maintain an excellent profile for the surgery
    amongst its users.
   To maintain confidentiality for all patients and users of the service.
   To communicate effectively and sensitively with service users who maybe
    angry, confrontational, upset, anxious, fearful or have communication
    difficulties such as poor language skills, hearing loss or learning disabilities.

    3) Responsibility

   To take responsibility for own workload and prioritise when necessary.
   To support the effective maintenance and management of office systems.
   To be responsible for recognising own training needs and identifying training
    needs of the service for information management.
   To have responsibility for cancelling patient appointments when the Doctor is
    unavailable so that the patient is not subject to unnecessary inconvenience.

    4) General

   The Post Holder will be required to work additional hours to cover
    holidays and sickness.
   To ensure confidentiality at all times, only releasing confidential information
    obtained during the course of employment to those acting in an official
    capacity in accordance with policies and Caldicott guidelines.
   To carry out other duties commensurate with the grade as directed.
   Attend meetings as agreed by the Practice Manager or Assistant Practice
   Attend performance and development reviews with your line manager.
   Maintaining regular consistent and professional attendance, punctuality,
    personal appearance and adherence to relevant health and safety /
    environmental procedures.
   To have a good understanding of company policies and procedures as laid
    out in BrisDoc’s Terms and Conditions and Resource Pack
   To attend all mandatory training courses and any courses specific to this role
    as discussed with the Practice Manager or Assistant Practice Manager.

This role profile is intended to provide a broad outline of the main responsibilities
only. The postholder will need to be flexible in developing the role and in initial
and ongoing discussions with the designated manager.

 Under the Data Protection Act 1998, the postholder must maintain the
  confidentiality of information about patients and staff. The work is of a
  confidential nature and information gained must not be communicated to
  other persons except in the recognized course of duty. Unauthorised
  disclosure of confidential information will result in disciplinary action and may
  lead to your dismissal.
      o 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.
      o 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.
       o 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 BrisDoc’s policies and
         procedures relating to confidentiality and the protection of personal and
         sensitive data.

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 BrisDoc’s procedures and
       policies, and current legislation
      Respecting the privacy, dignity, needs and beliefs of patients, carers and
      Behaving in a manner which is welcoming to and of the individual, is non-
       judgmental and respects their circumstances, feelings priorities and rights

Health & Safety:
Employees must be aware of the responsibilities placed on them under the
Health and Safety at Work Act (1974) to ensure that the agreed procedures are
carried out to maintain a safe environment for patients, visitors and staff.

The postholder needs to be aware of BrisDoc’s impact on the environment and
be vigilant and pro-active in ensuring staff adhere to the management strategy
i.e. recycling, waste management, use of vehicles etc.

Rehabilitation of Offenders Act:
This post is not exempt from the Rehabilitation of Offenders Act 1974 therefore
you are only required to declare any convictions you have which are not ‘spent’
under the act.
                                 Person Specification

                                 Essential                               Desirable

Academic/         Educated to GCSE standard (or
Vocational         equivalent) with grade C or above in
Qualifications     English                                     CLAIT Award / ECDL

                  Good keyboard skills – experience of
                   using Microsoft office e.g. Word, Excel

                  Experience of working on a reception    Experience of working in the
Experience        Experience of working with the general   NHS or GP practices
                   public, face-to-face and telephone      Experience of using EMIS
                  Experience of working in teams           and or Adastra computer
                  Experience of working in a pressurised   software
                   environment                             Experienced in using
                                                            Choose and Book

                  Can work well in a team and  Has an understanding of
Skills             autonomously.                               team dynamics, including
                  Able to work without supervision to         what factors make a team
                   achieve the objectives of the post          work well and what can go
                  Has excellent communication (oral and       wrong
                   written) and interpersonal skills.
                  Able to listen carefully in order to
                   understand the needs of others and
                  Excellent time management skills - Able
                   to organize own day-to-day tasks and
                   able to prioritise time sensitive tasks
                  Able to be proactive                       Problem solving skills
                  Able to deal sensitively with anguished
                   and distressed individuals.
                  Able to remain impartial and non-
                   judgmental during times of sensitivity,
                   stress and conflict.
                  Able to maintain accurate records
                  Able to maintain confidentiality at all
                   times with regards to patients and staff.
                                                              Ability to effectively promote
                  Adaptable and supportive of change.
                                                               service and role to external
                  Self motivating – able to work with
Qualities          minimal supervision
                  Innovative
                  Honest, caring and sympathetic
                  Personable and approachable
                  Hard working, reliable and resourceful
                  Versatile and flexible
                  Willing to undertake training relevant to
                   the position                                  An understanding of the
                                                                  implications of cultural
                                                                  difference for service

Other           Willing to work flexible         hours    as
Instructions     necessary and across sites

      Last updated December 2009

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