Job responsibilities
You will be the first person to greet the
patient / visitor, either in person or on the telephone and you will focus on
ensuring you provide the highest professional service in an efficient and
friendly manner.
As a member of the reception team, you will
enjoy making a difference to every person who walks through our doors.
This is a varied role, and
you will be expected to support patients and visitors who attend at the
practice for medical advice, treatment and support. You will be pivotal in
directing and assisting patients in accessing services.
You will be a positive team player who will support
the full practice team assisting where you can ensure the overall safe and effective
running of the surgery.
KEY RESPONSIBILITIES:
Duties may be varied from
time to time under the direction of the Operations Manager, dependant on the
current and evolving workload and staffing levels. These duties will include:
Patient/
Customer Care
To meet and greet patients, and
project a professional, positive and friendly image to patients and other visitors,
either in person or via the telephone.
Be an
effective communicator with patients, members of the community primary care
team, secondary care and other associated healthcare agencies.
Liaise with
district nurses, midwives and other professionals within the community teams, on
behalf of patients
Maximise and
support the efficiency of the reception service provided to patients and any
other visitors to the Practice
Play an active
role in the co-ordination, and supporting patient surveys
Offer
solutions and actively listen to patients to resolve issues.
Deal with
complex and sensitive issues with compassion and care, adhering to any
applicable Data Protection legislation.
Arrange
appointments and provide information in line with practice protocols and
policies.
Receive
specimens for laboratory analysis from patients and advise patients of their
test results on request
Arrange
patient transport as directed
Be a customer
service champion, supporting patients
Appointment
Booking
Assist and
direct patients in accessing a healthcare professional using sign posting to
the most appropriate appointments using in-house triage guidance.
Deal with all general
enquiries, explain procedures and make new and follow-up appointments.
Ensure that
patients with no prior appointment but who need urgent consultation are seen in
a logical and non-disruptive manner.
Book appointments ensuring sufficient
information is recorded to ensure retrieval and accurate notes and use of the
medical record.
Monitor flow
of patients into consulting and treatment rooms
Maintain and
monitor the practice appointments system, adding clinics and amending slots as
directed
Prescriptions
Receive
requests for repeat prescriptions from patients, pharmacy and care home staff,
and process these in a timely and accurate manner
Dealing with
prescription enquiries from patients and local pharmacists, resolving issues at
first point of contact
Identifying
and suggesting ways of how to improve the repeat prescription
process.
Patient Registrations and Record Management
Adhere to Practice
arrangements and formal requirements to register new patients and those seeking
temporary cover and ensure procedures are completed.
Retrieve and
re-file records as required, ensuring strict alphabetical order is adhered to
Support with
deductions and ensure that patient records are collected in a timely manner
Update key
geographic information and telephone numbers to ensure accurate records.
Actively
review patients as in or out of area on registration or change of address
IT and Online Services
Support
patients in accessing online services for prescription requests and accessing
medical records setting up accounts as required.
Ensure you
develop a thorough knowledge of SystmOne and other IT suites such as AccuRX and
IGPR.
Document Administration
Administer
Practice email accounts
Scan
paper documents into the patient record
Manage
all electronic incoming documents, coding the source and subject of documents
Electronically
file documents on relevant patient record according to protocols and procedure.
Identify
relevant clinical information contained in documents and code the patient
record on the Practice clinical system accordingly
Work-flow
the document to the most appropriate clinician
Code
additional document content onto the patient record at the request of
clinicians
E-Referrals
Send
all referrals via Choose & Book or as appropriate, when required.
Monitor
choose and book referrals, co-ordinating rejected referrals and maintaining
data on referrals sent.
Maintain
up-to date data on referrals sent, logging/ coding referrals as appropriate.
Amend patient address/details when necessary
Contact
patients regarding any missing information, arranging practice appointments
when necessary.
Review
information on sent referrals and update patients as and when required.
Miscellaneous
Support and maintain the paperwork in relation
to deaths certification and send bereavement cards
Collate
patient data as directed and support with recall.
Facilities
Keeping the reception area, notice-boards and
leaflet dispensers tidy and free
from
obstructions and clutter.
Keep the reception well-stocked with
stationery and other supplies
Ordering this may be stationery and office
supplies, consumables or medical/clinical supplies ordered under the
supervision of one of the Nursing staff
Transfer
telephones to and from the out of hours service as necessary
Maintain a thorough knowledge of all Practice
procedures and work in
accordance
of written protocols
Open and Close
down procedures - ensure building security- have a thorough knowledge of doors/
windows/ alarm.
Other Tasks
Undertake a
variety of tasks to assist in the smooth running of the practice, contacting
patients as requested by managers and clinical staff when required. Responding
to alerts.
To maintain a thorough knowledge of all
Practice procedures and work in
accordance
of written protocols
Contribute to
the development and improvement of services to patients
To assist your
colleagues in learning new procedures and offering support across the team when
required.
To act as a mentor and/or buddy for new team
members and apprentices within the team. Assisting the Operations Manager with
induction and training.
Open, record, distribute
and dispatch incoming mail to the relevant recipient
Accept and
action messages for Clinicians using SystmOne task system as appropriate.
Advise
patients of appropriate charges for private services, accept payment and issue
receipts.
Providing
administrative support for and identifying newly registered carers, providing
carers packs.
Advise
patients of relevant charges for private (non General Medical Services)
services, such as letters and vaccinations, accept payment and issue receipts
for same. Maintain petty cash records.
