Job responsibilities
The purpose of the role is to:
Offer 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.
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team.
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.
Signpost patients to the correct healthcare provider for their needs such as pharmacists, physiotherapist and / or 11 or eye services
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list. This is not an exhausted list and duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving Practice workload and staffing levels:
Triage and sign post all incoming patient queries to the correct health care professional including but not limited to pharmacy teams, physio, self-help and referral, 111 , opticians and sexual health clinics
Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
Maintaining and monitoring the Practice appointments system
Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
Processing and distributing incoming (and outgoing) mail
Taking messages and passing on information
Signposting, responding to and forwarding of online dashboard queries (Footfall)
Filing and retrieving paperwork
Processing repeat prescriptions in accordance with Practice guidelines
Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures and protocol for the workflow role
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning
Ordering, re-ordering and monitoring of stationery and other supplies
Provision of refreshments for staff and visitors as required.
Keeping the reception area tidy and free from obstructions and clutter
Assist clinicians with chaperone duties following chaperone training completion
Adhere to Practice chaperone policy when assisting as above
Comply with all Safeguarding requirements within the Practice, report concerns as per safeguarding training
Action any safeguarding issues promptly and refer / report as appropriate in line with your training
Adhere to Practice Policies and Procedures and Employee Handbook conditions
Attend COMET training afternoon on the designated Thursday of each month for mandatory training
Complete all required training applicable to your role
Process incoming documents to the Practice via the scanning and workflow protocol where appropriate (separate role to reception duties)
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
Applications must be willing /able to comply with the current regulations regarding data security and any Data Protection Act currently in force as applicable
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:
Adherence to the Practice H&S Risk assessment ensure a working knowledge of this
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
Post holder must have a satisfactory enhanced DBS Clearance upon appointment and must disclose any incidents thereafter immediately
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.
The Practice expect all staff to participate in regular training; this will be linked to national and local requirements and legally requirements.
Staff are expected to attend regular Practice meetings as well as Comet training days. Active participation is welcomed and encouraged.
A constructive process of appraisal is carried out regularly with each member of staff.
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 recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize 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