Job responsibilities
MAIN DUTIES
Utilise the appointment system to ensure patients are appropriately
booked
Instruct/help patients to utilise our online services where
appropriate
Ensure that patients without appointments but who need urgent
consultation are seen/contacted in a logical and non-disruptive manner
Explain practice arrangements and formal requirements to new patients
and to those seeking temporary cover, ensuring procedures are completed.
Advise patients of relevant charges for private services, accept
payment and issue receipts for the same.
Respond to all queries and requests for assistance from patients
and other visitors.
Ensure the Reception and waiting areas are kept neat and tidy.
Ensure total familiarity with all appointment systems in effect.
Book appointments and recalls, ensuring sufficient information
is recorded
Monitor effectiveness of the system and report and problems to
senior management
Record and use patient information in accordance with local and
national procedures and the law
Receive and make calls as required. Divert calls and take
messages as appropriate
Opening and closing of Reception and premises
Incoming and Outgoing Post
Working on the reception desk, greeting patients, booking
appointments and supporting with queries.
Administrative tasks which may include (but is not limited to)
recording and processing death notifications, tasks, QOF recalls, Data
Quality tasks, EMIS based tasks, Filing & Coding of incoming documents,
reading and actioning of emails sent to work and surgery email addresses,
actioning online consultations
Provide initial guidance to patients who wish to complain and
issue appropriate correspondence at the direction of senior management in response
to any complaints.
Receive deliveries into the practice, ensuring adherence to the
cold chain policy as necessary and filing any delivery notes
Partake in audits at the direction of senior management
Promote the use of the Friends & Family Test and other
feedback systems
SENIOR DUTIES
Day-to-day supervision of the reception team, including the fair
delegation of work amongst staff and ensuring work is being completed in a
timely and satisfactory manner.
Responsibility for the reception rota, ensuring appropriate
cover is in place for periods of absence as approved by the practice manager
Installation of templates and searches into EMIS, ensuring these
are kept fully up to date.
Running QOF searches and delegating work to staff to ensure we
meet EOY targets
Assist with the addition of clinics for our clinical team,
ensuring annual leave is recorded appropriately
Produce staff meeting agendas at the direction of the practice manager
and write up minutes for distribution
Providing inductions for new practice staff or PCN staff
Attending appropriate meetings on behalf of the practice manager
when required.
Reporting problems or potential problems to the practice manager
so that they may be addressed in a timely manner.
Actioning requests for estate maintenance as directed by senior
management
Actioning Eclipse alerts
Any other duties as deemed appropriate at the direction of the
practice manager