Job responsibilities
Supervisor
Supervise the implementation of reception duties being carried out on a daily basis
Induct and support new reception staff with training and guidance.
Liaise with the operations manager to ensure there are adequate staffing levels during holiday and sickness cover.
Deal with more complex enquiries from patients and liaise with Operations Manager as Practice Complaints lead.
Ensure practice policies are followed and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
Co-ordinate and implement changes to the Drs rota in conjunction with Dr Wilkinson (Lead GP for appointments rota).
Contribute to and attend Patient Focus Group Meetings.
Deal with incoming mail on a daily basis.
Continually assess and evaluate systems recommending changes and improvements to the Practice / Operations Managers as appropriate.
Have a clear understanding of practice telephone systems, daytime and out of hours. (Ensure practice mobile is charged regularly)
Liaise with medical representatives in accordance with agreed policy.
Medical / Insurance Reports & SARs
Manage and process, with support of PSA team, all requests for Insurance / medical reports, medical examinations, copy records, employment reports etc
o Check patient consent on all correspondence and follow up where necessary.
o Request payment fees from requester ie insurer, solicitors, patient etc.
o Photocopy notes for solicitors.
o Record / scan completed report or request to the patients electronic medical record.
o Generate invoices on practice accounts software for fees payable by companies, ie solicitors / insurers etc. Patient fees are processed through the cash tin and a receipt is given for all payments received.
Health & Safety Co-ordinator Duties
To keep abreast of any relevant new Health & Safety legislation, provided by the Practice Manager, and provide advice to management on an appropriate response.
Assist the Practice Manager to develop and update Surgery health and safety procedures and documentation.
Maintain a calendar of Health & Safety inspections across the Surgery.
To attend and contribute to H & S meetings.
To communicate with 3rd parties as and when required.
Ensure that all accidents, dangerous occurrences and hazards are investigated and appropriately recorded and documented.
Ensure that all first aid facilities are appropriate and managed correctly by liasing with the designated First Aid person within the Surgery, who will make sure the first aid box is stocked and checked.
Provide first line advice and guidance on Health & Safety issues to staff.
Ensure that risk assessments are devised and implemented by staff i.e. fire drill, VDU etc.
Investigate and take required corrective actions from reports of evacuations.
Ensure a Personal Evacuation Plan is devised and followed for all patients and staff.
Reception
Provide an effective and efficient reception service
o Process appointment requests from patients by telephone and in person as per practice protocol
o Process visit / telephone advice requests
o Arrange and record hospital transport requests
o Registrations of new patients computer data entry and medical records.
o Process patients change of address computer data and medical records (have knowledge of practice area
o Process prescription requests in accordance with practice guidelines
o Record and deliver appropriate messages as necessary and as directed
Inform and support patients to make choices with regards to their health care
Sign post patients to the appropriate services available
To chaperone doctors/clinical staff when required
Cover all reception duties as necessary
Keep reception areas tidy at all times
- Ensure the reception office and waiting areas are tidy at all times to ensure a safe environment for patients, visitors and staff in line with H&S guidance.
Administration
To have a thorough knowledge of all Practice procedures
To work in accordance of written protocols
Pulling / filing medical records and update as necessary
Filing correspondence received in medical records
Photocopy / scan as requested
Check, sort and file new patient paper medical records
Oversee the recall letters and associated paper / computer work to patients for annual review in conjunction with the Clinical Administrator.
Information Technology
Make use of information technology systems available within the practice
Follow systems for data security and protection
Identify and report potential problems and deficiencies of the computer system
Additional Duties: Ensure building security have thorough knowledge of security systems alarms, cameras, doors and windows
Make refreshments for doctors and colleagues on a rota
