Job responsibilities
To provide a high quality, professional and
effective Reception and Administrative service to patients, doctors,
colleagues, health service professionals and others. To act as the first point of contact for
patients contacting the Practice and to portray the Practice in the highest possible
professional basis. To ensure that enquiries from patients are efficiently and
courteously handled to the mutual satisfaction of the partners and patients.
Main Duties
and Responsibilities
Greet patients and visitors to the practice,
working on the front reception desk, answering queries and redirecting requests
were required.
Answering incoming telephone
calls, ensuring calls are documented and redirected accordingly.
Book in, amend and cancel
patient appointments via our online system; Footfall, redirecting patient
requests to the relevant clinician where necessary.
Help patients to manage their
needs through answering queries, making and managing appointments, and ensuring
that patients have good quality written or verbal information available.
Provide coordination and
navigation for patients and their carers across health and care services,
working closely with social prescribing, health and wellbeing coaches, mental
health practitioners within the PCN.
Ensure those patients who
require an urgent consultation are redirected to the GP/Emergency
Practitioner and booked into an appropriate slot on the same day.
Receive and accurately record
requests for home visits, assessing urgency in accordance with the Practices
protocols and redirecting to the Emergency Practitioner where required.
Liaise with external services
i.e hospitals, to obtain up to date information for patients records.
Ensure computerised appointment
system is up to date.
Explain practice arrangements
and formal requirements to new patients and temporary residents, ensure
procedures are completed.
Advise patients of relevant
charges for private services, accept payment and issue receipts. Ensuring all
GDPR related queries follow internal procedures.
Ensure correspondence, reports,
results etc. are filed electronically in correct patient record and delivered
to the patient via the telephone where relevant.
Undertake administration tasks
as allocated by the Deputy Operations Manager.
Action start and end of day
procedures.
Ensure up-to-date maintenance of
both computerised and manual filing systems (i.e. patient notes).
Check tasks, notifications, and
emails daily and action where necessary.
Open incoming internal &
external post and distribute to relevant people/departments.
Complete all mandatory online
training relevant for the role.
Work safely always in accordance
with Legislative requirements and Practice Policy and Procedures.
Adhere to and always maintain
patient confidentiality and information governance.
Meetings
It will
be necessary to attend and contribute to various Practice meetings as
requested. The only reason for not attending will be annual leave or sick
leave.
Training and personal development
Training
requirements will be monitored by yearly appraisal and will be in accordance
with practice requirements. Personal development will be encouraged and
supported by the Practice. It is the individuals responsibility to remain up
to date with recent developments.
Confidentiality:
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
SPECIAL
REQUIREMENTS OF THE POST
Have excellent IT
skills including the use of MS Word, Excel, Outlook & SystmOne
Be forward thinking,
proactive and methodical approach, with excellent attention to detail.
Must understand the
importance of confidentiality and data protection when handling patient
sensitive data.
Ability to
self-motivate, organise and prioritise workload.
Excellent
communication skills.
Participate in any
training and administrative team meetings when required.
