Medical Receptionist

Skills Level 1	Rating Stars (Click)	1	2	3	4
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 Manage
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	Rating Stars (Click)	1	2	3	4
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	Rating Stars (Click)	1	2	3	4
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 Prac
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 CheckList

Proficiency Scale:

1 = No Experience

2 = Need Training

3 = Able to perform with supervision

4 = Able to perform independently