Dr S Vis-Nathan & Dr P Bowes

Ravensworth Surgery
Job Description-Medical Receptionist

Job Title: Medical Receptionist

Accountable to: Mrs Kathryn Ali-Practice Manager

Reports to: Mrs Kathryn Ali-Practice Manager

Ms Lynne Barras-Administrator [in PM absence]

Location: Ravensworth Surgery, Horsley Hill Road, South Shields, NE33 3ET
The Medical Centre, Wear Street, Jarrow, NE32 3JN

Job Purpose:
The medical receptionist plays a key role as the first point of contact a patient or other surgery
visitor meets. As such they are the “face” of the surgery and the first voice of welcome that anyone
contacting the surgery should experience. They provide efficient, helpful and sympathetic care to
patients, carers and wider family members.
Through sensible use of initiative, flexibility, skills and high standards of accuracy, provide valuable
help and support to the practice.
The medical receptionist is expected, along with other team members, to manage, plan and
prioritise tasks efficiently and effectively to achieve and maintain a high standard of patient care.
The post holder will show total respect and adherence to patient confidentiality and data
protection at all times.

In addition to this, it is essential that:

 Enquiries from patients and other service users are efficiently and courteously
handled
 Distribution of documentation is undertaken efficiently and promptly
 Surgery premises and reception desk are kept clean and tidy-the reception desk and
reception area falling under the remit of the post holder specifically to keep standards high.
 Uniform code-Suitable work attire and comfortable footwear-NO jeans, combat
trousers, cropped pants, low cut tops, male vest tops, exceptionally short skirts or shorts.
The Practice provides a shirt as uniform in acknowledgement of this stipulation, the
quantity of which is decided by the number of days of the post holder works. Failure to
comply with the “uniform” code, will lead to a warning from the Practice Manager.

Main Duties:
When shift relevant, open premises following Lone Worker & Key Holder Policy and prepare the
reception and clinical GP/ANP room for the day ahead.
Check the daily appointment book, highlight any outstanding health issues & liaise with patients.
Meet and greet all patients and guests in a friendly, courteous and professional manner.
Assist with checking-in for appointments where the auto check-in fails or patients have difficulty.
Call patients in to consultations where the auto-call has failed or has been misheard.
Communicate any delays in the clinical sessions to the waiting patients.
Respond to patient enquiries and provide non-clinical advice to patients and carers.
Book appointments.
Deal with all face to face enquiries and/or obtain relevant help where necessary.
Ensure Guest sheets are completed at entry and exit, by any visitors to surgery.
Provide information on the surgery opening times and services offered.

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 Dr S Vis-Nathan & Dr P Bowes
Ravensworth Surgery
Job Description-Medical Receptionist

Promote On-line Access, EPS, e-consultation, extended access appointments and the STEPS
service.
Answer in coming telephone calls [within 3 rings], deal with enquiry where within remit and/or
cascade as appropriate.
Ensure on-call maters are documented, updated and completed within the same day.
Bring to GP/ANP attention any on-call or other urgent patient matter.
Prompt GP/ANP regarding any telephone consultations.
Ensure house visit requests are full documented and summary prints prepared in advance.
Receive in, document and store as appropriate-immunisations, mail and parcels.
Open daily mail, date stamp, sort and cascade as appropriate.
Ensure any documentation and/or forms are correctly completed before release to patients.
Cascade relevant information regarding private reports, fees and other related documents.
Take collection of payments, give written receipt and pass monies to Practice Manager.
Alphabetically file any paper prescriptions and hand out to patients adhering to confidentiality and
correct identification processes.
Check incoming personal work emails and tasks-dealing with appropriately and timely.
Report any significant events and/or incidents immediately to the Practice Manager.
Ensure the Accident Book is completed in any relevant case, following care of the injured.
Follow all Health & Safety guidelines and report any suspected risks to the Practice Manager.
Comply with DSE & lifting and handling protocols.
Be familiar with fire and evacuation procedures.
Pass any complaints to the Complaints Manager and copy in the Practice Manager.
Ensure suitable and efficient “hand-over” is done with colleagues.
Follow close-down procedures at the end of day.
Any other duties as deemed necessary to the running of the surgery and care of the patients.

IM & T:
Ensure competence with all office equipment.
Emisweb literate.
Up to date with coding-read code and shortly to be introduced SNOWMED.
Accurate data entry.
Process and store information following data protection guidelines and patient confidentiality.
Care for and keep secure personal smartcard.
Report any computer or other equipment failure.

Development:
To attend & participate in practice meetings and any other relevant practice development sessions
[expected]
Update competencies and partake in mandatory training [expected].
Upkeep knowledge of practice policies [expected].
Familiarise Caldicott Guidelines and Practice Mission Statement [expected].
Partake in supplementary training to enhance personal role [encouraged].
Partake in personal development plans, appraisal and/or peer support sessions [expected].

This list is not exhaustive, therefore will include any other duties as deemed necessary to the
running of the surgery and care of the patients.

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