Job responsibilities
The duties and responsibilities to be undertaken by members of the reception/administrative team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager/Line Manager, dependent on current and evolving Practice workload and staffing levels:
- Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols - Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients; when last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated
- Maintaining and monitoring the Practice appointments system
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Filing and retrieving paperwork
- Processing repeat prescriptions in accordance with Practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Clearing and re-stock consulting rooms as required
- Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Ordering, re-ordering and monitoring of stationery and other supplies
- Dealing with clinical waste
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Administration
- Provide administrative support to members of the primary health team in all areas of the business and to work in accordance of written protocols
- Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork
- Filing post in medical records including scanning, coding and summarising
- Fax and photocopy as requested
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same
- Patient notes and correspondence:
o Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
o Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
o Ensure records are kept in good repair, with all necessary information on the outside cover clearly visible.
Reception
- Receiving patients consulting with members of Practice team
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
- Handing completed repeat prescriptions to patient and checking names and address.
- Be able to cover all reception position as necessary
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
Appointments
- Process appointment requests for today future appointments from patients by telephone/online and in person.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments
- Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
- Enter requests for home visits on the on-call doctors list as a telephone consultation and to make sure the details are correct.
Computer
- Registrations of new patients computer data entry and medical records; Ensure that all new patients are registered onto the computer system promptly and accurately
- Process patients change of address computer data and medical records (have knowledge of Practice area.
- Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually
Telephone
- Have working knowledge of telephone system, during and after hours.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Cover for telephonist when necessary
Other Tasks
- Clear rooms after surgeries
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Make and serve refreshments for doctors/nurses, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
- Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager