Job responsibilities
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Job Responsibilities:
Reception
Provide an effective and efficient reception service
Process appointment requests from patients by telephone and in person as per practice protocol
Process visit/telephone advice requests
Arrange and record hospital transport requests
Registrations of new patients computer data entry and medical records.
Process patients change of address computer data and medical records and have knowledge of practice area
Process repeat prescription request in accordance with practice guidelines
Record and deliver appropriate messages as necessary and as directed
Inform and support patients to make choices with regards to their health care
Refer and direct patients to appropriate services available
To chaperone doctors/clinical staff when required
Be able to cover all reception duties as necessary
Keep reception areas tidy at all times
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 as requested
Check, sort and file new patient paper medical records
Process recall letters and associated paper / computer work
Telephone
Have working knowledge of telephone system, during and after hours
Ensure practice mobile is charged regularly
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
Other Tasks
Ensure building security have thorough knowledge of doors/windows/alarm
Make refreshments for doctors and colleagues on a rota
Undertake such other duties, agreed through consultation, as are commensurate with the grade and job title of the post required from time to time by management
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
Any other duties requested by Partners/Practice Manager to enable smooth running of the surgery.
This job description may need to be reviewed as the practice develops.
Accountable to: Operations Manager
