Job responsibilities
Main Job Responsibilities:
Rota Organise reception staff rota including Saturday & any Wolverhampton Total Health cover arrangements
Organise clinical rotas and co-ordinate annual leave requests
Update EMIS appointments system for leave/duty changes
Update Clarity system regarding annual leave
Arrange locum cover, where needed
Liaise with management concerning staffing and organisation of work
Attend Partners meetings as necessary
Organise Room Bookings for clinical staff and arrange recharges
Rota for Saturday staff
Patient Services
- Participate in the reception rota, including weekend cover
- Oversee the appointment system for the practice
- Friends and Family survey compilations
- Administration of patient prescriptions (manually and computerised).
- Make / cancel appointments for patient to see Doctor, Nurse and other clinical staff associated with the Practice.
- Deal with telephone enquiries from patients and general public
- Promote online access for patients
- Hold NHS App sessions for patients and act as a NHS champion
- Deal with registration and deduction processes
Manage telephony recording system and report necessary issues
Ensure patients are redirected appropriately to Out of Hours or Thursday afternoon with Wolverhampton Doctors on Call arrangements when Surgery is closed at 5:30 pm.
Ensure telephone system has the correct telephone message playing and rerecord as necessary
Staff
Assist with staff recruitment processes
Conduct staff induction, training, appraisals and ongoing progress reviews
Assist with the complaints process
Monitor staff attendance and annual leave requests and organised cover
Ensure practice policies are followed and maintain administrative records
Liaise with other members of the primary health care team, including external teams
Ensure fire safety/alarm systems are adhered to
Ensure staff are appropriately trained, supervised and are aware of practice protocols
Ensure smooth operational of reception workflow
Assist Locums with temporary logging in arrangements
Health and Safety
Ensure Reception area is clutter free and ensure that any parcels or deliveries are removed from main area
Ensure fridges are checked when there is no clinical team in
Participate in weekly Fire Alarm system and record any issues
Participate in Annual Fire Alarm
Ensure equipment is fully operational (patient pod, patient call in and patient check in) with any defunct equipment reported
Ensure lift is working for patients and report any issues
Ensure any trip hazards are reported and resolved
Administration
Resolve and deal with lower level patient complaints and escalate when needed
Assist management with investigating patient complaints
Assist management with completing significant events
Attend Patient Participation Group meetings where on a rota basis and when necessary
Deal with minor patient complaints to seek resolutions where appropriate
PCSE documentation and any anomalies
Monitoring of tasks to ensure they are completed timely
Hold regular meetings with reception staff
Information Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures
Assist with production and upkeep of Practice Procedures documents
Manage paperwork systems including post, internal and external
Have a working knowledge of all EMIS and Docman software used and hardware
Other duties:
Any other duties commensurate with skills and responsibilities for this post.