Medical Receptionist

Information

Name *

Last 4 digits of SSN *

Phone *

Email *

Proficiency Scale

1 = No Experience

2 = Need Training

3 = Able to perform with supervision

4 = Able to perform independently

Skills Level 1

Greets Patients in person and puts them at ease *

Welcomes visitors to the Practice *

Answers incoming calls and contacts Patients and other agencies by phone as required *

Assists Patients on the phone and in person *

Maintains records of appointments, including making and changing appointments as required *

Uses email, SMS text messages (and fax) effectively to communicate with Patients and other agencies *

Keeps the reception and waiting areas clean and tidy, including keeping all Patient notices up to date and making sure there is a supply of hand sanitiser *

Works with the Practice clinical system and other information recording systems and computer systems in maintaining Patient records *

Handles payments to the Practice by agreed methods *

Keeps records of financial transactions required by the Practice *

Cleans and maintains medical equipment provided to Patients in line with current standards and procedures, e.g. 24-hour BP monitor *

Completes insurance forms and other types of Patient plan forms *

Works with Patients who are applying for credit facilities, where these are available for any private services *

Reports any significant events, including “near misses” to the Manager *

Practices the highest standards of confidentiality when dealing with all aspects of Patient information *

Effectively deals with and tries to resolve Patient complaints in the first instance and escalates them to the Manager to improve service *

Uses all Practice equipment (IT and medical equipment) in accordance with published instructions and guidelines *

Reports to the Manager any faults or safety concerns about equipment or the premises *

Opens and distributes Practice post *

Receives and deals with requests for home visits *

Arranges Patient transport as necessary *

Deals with repeat prescription requests *

Assists new Patients when registering at the Practice and processes the paperwork *

Deals with all incoming and outgoing paper Patient medical records *

Completes all Patient information in electronic and/or paper records *

Maintains Patient electronic medical records, accessing information when required *

Daily preparation of Doctors rooms and other clinics *

Ensures Doctors rooms are stocked with the necessary paperwork and forms to enable their surgeries to proceed without interruption *

Maintains adequate security measures, ensuring all clinic rooms are locked when not in use *

Liaises with attached staff, including Health Visitors, District Nurses, Midwives, Counsellors etc, as required *

Supports the Health and Safety of all staff, Patients and visitors *

Keeps to the dress code required by the Practice, both in terms of any uniform and personal appearance and hygiene *

Ensure that Patient’s rights are protected *

Skills Level 2

Takes on the role of Senior Receptionist or Reception Team Leader *

Supports the training of new Receptionists *

Acts as mentor or “buddy” for new Receptionists *

Participates in the maintenance of the Practice Complaints System to resolve complaints and improve the service *

Supports and encourages other members of the Reception team in their development *

Co-operates in the maintenance of the staffing roster to provide adequate levels of staffing within the Practice *

Co-operates and works with colleagues to ensure a seamless journey for Patients through different aspects of their care *

Co-operates in the effective resolution of any team conflicts *

Participates in chaperoning when required (must be trained and have an Enhanced DBS check) *

Reports all significant events, including “near misses” for inclusion in the Practice Risk Register *

Manages the Patient call and recall systems for QOF and other services such as cancer screening and immunisation invites *

Manages the Patient registrations and deductions processes *

Liaises with secondary care providers as necessary *

Skills Level 3

Takes on the role of Reception Supervisor or Reception Manager *

Line manages all medical reception staff, including the completion of all Receptionist appraisals and development plans *

Develops and maintains effective working relationships with all other employees and contractors at the Practice *

Supports and upholds an open, positive and honest working culture *

Supports and encourages other members of the Practice team *

Manages periods of absence and requests for leave in the Reception Team *

Participates in regular reviews of personal development plans and remuneration *

Manages and maintains a staffing roster to provide adequate levels of care within the Practice *

Assists management with maintaining compliance with agreed standards, e.g. Health and Safety, IPC *

Promotes and implements all of the Practice policies and procedures *

Manages the effective resolution of team conflicts *

Attends Practice meetings, and may be asked to lead meetings when required *

Participates in developing the philosophy, goals and objectives for Patient health care provided by the Practice *

Participates in audits to develop the effectiveness of Patient care *

Informs the Practice Manager of any reported or suspected failings in the provision of care within the Practice and suggests possible solutions *

Promotes and participates in a high standard of care within the Practice *

Monitors and reports on Patient DNA reports *

Manages any significant events, including “near misses”, which affect the Reception Team *

Medical Receptionist

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