Patient Services Assistant/Receptionist

Job description

Job responsibilities

Appointment Arrange appointments for patients with clinicians in accordance

System: with times laid down and in available slots. Ensure that appointments are made accurately ensuring that you have the correct patient by checking with the person their date of birth. Ensure that the Care

Navigation template is used and the patient is advised of the most appropriate option for their care. If an appointment is necessary take details of the telephone number on which the patient wishes to be contacted and enter this on the appointment slot, together with a brief description of the problem.

Visit Requests: Enter details of all visit requests onto computer in a telephone appointment slot as above, ensuring the patients demographic details are correct, including home and alternative phone numbers.

Print out the patient visit summary and a blank FP10.

Visit requests coming in after 11a.m. must be bought to the attention of the duty Doctor by sending an instant message.

Ring Back: Other healthcare professionals wishing to speak to the GP should be put in a telephone appointment slot and highlighted as arrived.

Patients: Monitor flow of patients from the waiting room to consulting and treatment rooms.

Any patient waiting more than 15 minutes should be given an explanation as to the delay.

Patients arriving late for an appointment must be advised that it may no longer be possible for the Doctor/Nurse to see them at this time. The Doctor concerned must be advised that the patient has arrived and consulted as to whether the patient can still be seen.

Advice patients on request, of the relevant charges for private services, accept payment and issue receipts for the same.

Any patient paying money/cheques across the reception desk must be given an official receipt.

Deal with requests for ambulance transportation and record in the patient record.

Respond to all queries and request for assistance from patients and other visitors.

Waiting Room: Ensure that the Reception and waiting areas are kept neat and tidy and are free from hazards, having due regard for health and safety of staff and patients.

Patients should be advised with regard to young children crawling on the floor, climbing on chairs or left unattended that we cannot accept responsibility for such behavior.

Repeat Deal with requests for repeat prescriptions in accordance

Prescriptions: with the Practice Repeat Prescription protocol.

Results: Patient test results are processed daily by the clinicians. You may be required by the GP/Nurse to contact the patient to give result and if necessary arrange an appointment. This is carried out in strict accordance with the Clinicians instructions. No other advice is to be given by the reception/admin team.

Referrals: Administration of urgent (two week wait) referrals and e-referrals on behalf of clinical staff.

You will be required to enter and read code any information onto the clinical system. You must only enter such information using your own smart card/password. Information must be complete and accurate providing all details necessary for any action required to be taken.

Scan patient related incoming correspondence onto the computer system ensuring that they are matched with the correct patient. Ensure that the scanned images are clear and retrievable. Read code each entry accurately.

Retrieve patients manual records as and when requested by clinical staff.

Receive and make calls as required. Divert calls and take messages as appropriate.

The telephone must be answered promptly and politely.

Messages should be clearly transcribed on to the computer system via the task system and when related to a specific patient matched to the patient record

To assist with the repeat prescription process in accordance with the practice repeat prescription policy

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.

Further information available on full job description.

Person Specification

Experience

Essential

• Customer Service Experience
• Ability to stay calm under pressure
• Flexible and Professional

Desirable

• Experience of working in fast paced environment
• Experience of working in a GP Surgery

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

The Greenway Medical Practice

Address

Greenside

Cleckheaton

West Yorkshire

BD19 5AP

Employer's website

https://www.thegreenwaymedicalpractice.co.uk/ (Opens in a new tab)