Skills Competency Assessment Receptionist

1
SKILLS COMPETENCY
ASSESSMENT RECEPTIONIST
This skills audit will be reviewed regularly, at least annually, to identify where the employee’s
strengths and development opportunities may be.
Based on the job description, the audit will provide evidence of existing or developing
competence and is closely associated with needs analysis – identifying and focusing on any
needs for training or personal development, including any desired career progression. Only when
each skill in each level has successfully been achieved can the employee move to the next level
to develop and demonstrate the relevant skills.
Employee Name
Employee Job Title Receptionist
Length of Time in Current Post
Line Manager Name
Date of Assessment/Audit
t: 0333 405 33 33 e: [email protected] w: www.qcs.co.uk

2
KEY
The employee needs to Progress required The employee
work on this – complete the – complete the has successfully
development action plan development action plan achieved this
No. Skills Level 1 No In Progress Yes
1 Greets Patients in person and puts them at ease
2 Welcomes visitors to the Practice
Answers incoming calls and contacts Patients and other

3
agencies by phone as required
4 Assists Patients on the phone and in person
Maintains records of appointments, including making

5
and changing appointments as required
Uses email, SMS text messages (and fax) effectively to

6
communicate with Patients and other agencies
Keeps the reception and waiting areas clean and tidy,
7 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 in-
8 formation recording systems and computer systems in
maintaining Patient records
9 Handles payments to the Practice by agreed methods
Keeps records of financial transactions required by the

10
Practice
Cleans and maintains medical equipment provided to
11 Patients in line with current standards and procedures,
e.g. 24-hour BP monitor
Completes insurance forms and other types of Patient

12
plan forms
Works with Patients who are applying for credit facili-

13
ties, where these are available for any private services
Reports any significant events, including ‘near misses’

14
to the Manager

3
Practices the highest standards of confidentiality when

15
dealing with all aspects of Patient information
Effectively deals with and tries to resolve Patient com-
15 plaints in the first instance and escalates them to the
Manager to improve service
Uses all Practice equipment (IT and medical equipment)
17 in accordance with published instructions and guide-
lines
Reports to the Manager any faults or safety concerns
18
about equipment or the premises
19 Opens and distributes Practice post
20 Receives and deals with requests for home visits
21 Arranges Patient transport as necessary
22 Deals with repeat prescription requests
Assists new Patients when registering at the Practice

23
and processes the paperwork
Deals with all incoming and outgoing paper Patient

24
medical records
Completes all Patient information in electronic and/or

25
paper records
Maintains Patient electronic medical records, accessing

26
information when required
27 Daily preparation of Doctors rooms and other clinics
Ensures Doctors rooms are stocked with the necessary

28 paperwork and forms to enable their surgeries to pro-
ceed without interruption
Maintains adequate security measures, ensuring all
29
clinic rooms are locked when not in use
Liaises with attached staff, including Health Visitors,

30
District Nurses, Midwives, Counsellors etc, as required

4
Supports the Health and Safety of all staff, Patients and

31
visitors
Keeps to the dress code required by the Practice, both
32 in terms of any uniform and personal appearance and
hygiene
33 Ensure that Patient’s rights are protected
Takes on the role of Senior Receptionist or Reception

1
Team Leader
2 Supports the training of new Receptionists
3 Acts as mentor or ‘buddy’ for new Receptionists
Participates in the maintenance of the Practice Com-

4 plaints System to resolve complaints and improve the
service
Supports and encourages other members of the Recep-
5
tion team in their development
Co-operates in the maintenance of the staffing roster to

6
provide adequate levels of staffing within the Practice
Co-operates and works with colleagues to ensure a
7 seamless journey for Patients through different aspects
of their care
Co-operates in the effective resolution of any team con-
8
flicts
Participates in chaperoning when required (must be

9
trained and have an Enhanced DBS check)
Reports all significant events, including ‘near misses’ for

10
inclusion in the Practice Risk Register
Manages the Patient call and recall systems for QOF
11 and other services such as cancer screening and immu-
nisation invites
Manages the Patient registrations and deductions pro-
12
cesses
13 Liaises with secondary care providers as necessary

5
Takes on the role of Reception Supervisor or Reception

1
Manager
Line manages all medical reception staff, including the
2 completion of all Receptionist appraisals and develop-
ment plans
Develops and maintains effective working relationships
3
with all other employees and contractors at the Practice
Supports and upholds an open, positive and honest

4
working culture
Supports and encourages other members of the Prac-

5
tice team
Manages periods of absence and requests for leave in

6
the Reception Team
Participates in regular reviews of personal development

7
plans and remuneration
Manages and maintains a staffing roster to provide ade-

8
quate levels of care within the Practice
Assists management with maintaining compliance with

9
agreed standards, e.g. Health and Safety, IPC
Promotes and implements all of the Practice policies

10
and procedures
11 Manages the effective resolution of team conflicts
Attends Practice meetings, and may be asked to lead

12
meetings when required
Participates in developing the philosophy, goals and ob-

13
jectives for Patient health care provided by the Practice
Participates in audits to develop the effectiveness of

14
Patient care
Informs the Practice Manager of any reported or sus-
15 pected failings in the provision of care within the Prac-
tice and suggests possible solutions
Promotes and participates in a high standard of care
16
within the Practice

6
17 Monitors and reports on Patient DNA reports
Manages any significant events, including ‘near misses’,

18
which affect the Reception Team
Person Specification No In Progress Yes
Does the employee meet all the requirements in the person

specification?
AREAS FOR DEVELOPMENT
Date of next review
Employee Signature
Line Manager Signature

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1

Employee Job Title Receptionist

Length of Time in Current Post

Line Manager Name

t: 0333 405 33 33 e: [email protected] w: www.qcs.co.uk

No. Skills Level 1 No In Progress Yes

1 Greets Patients in person and puts them at ease

2 Welcomes visitors to the Practice

Answers incoming calls and contacts Patients and other

4 Assists Patients on the phone and in person

Maintains records of appointments, including making

Uses email, SMS text messages (and fax) effectively to

9 Handles payments to the Practice by agreed methods

Keeps records of financial transactions required by the

Completes insurance forms and other types of Patient

Works with Patients who are applying for credit facili-

Reports any significant events, including ‘near misses’

t: 0333 405 33 33 e: [email protected] w: www.qcs.co.uk

Practices the highest standards of confidentiality when

19 Opens and distributes Practice post

20 Receives and deals with requests for home visits

21 Arranges Patient transport as necessary

22 Deals with repeat prescription requests

Assists new Patients when registering at the Practice

Deals with all incoming and outgoing paper Patient

Completes all Patient information in electronic and/or

Maintains Patient electronic medical records, accessing

27 Daily preparation of Doctors rooms and other clinics

Ensures Doctors rooms are stocked with the necessary

Liaises with attached staff, including Health Visitors,

t: 0333 405 33 33 e: [email protected] w: www.qcs.co.uk

Supports the Health and Safety of all staff, Patients and

33 Ensure that Patient’s rights are protected

No. Skills Level 2 No In Progress Yes

Takes on the role of Senior Receptionist or Reception

2 Supports the training of new Receptionists

3 Acts as mentor or ‘buddy’ for new Receptionists

Participates in the maintenance of the Practice Com-

Co-operates in the maintenance of the staffing roster to

Participates in chaperoning when required (must be

Reports all significant events, including ‘near misses’ for

13 Liaises with secondary care providers as necessary

t: 0333 405 33 33 e: [email protected] w: www.qcs.co.uk

No. Skills Level 3 No In Progress Yes

Takes on the role of Reception Supervisor or Reception

Supports and upholds an open, positive and honest

Supports and encourages other members of the Prac-

Manages periods of absence and requests for leave in

Participates in regular reviews of personal development

Manages and maintains a staffing roster to provide ade-

Assists management with maintaining compliance with

Promotes and implements all of the Practice policies

11 Manages the effective resolution of team conflicts

Attends Practice meetings, and may be asked to lead

Participates in developing the philosophy, goals and ob-

Participates in audits to develop the effectiveness of

t: 0333 405 33 33 e: [email protected] w: www.qcs.co.uk

17 Monitors and reports on Patient DNA reports

Manages any significant events, including ‘near misses’,

Person Specification No In Progress Yes