Job responsibilities
The duties of
the role are detailed below:
1.
Receiving and Directing Patients
Receive and direct patients on arrival at the
reception desk in a friendly and courteous manner, ensuring their requirements
are met professionally and efficiently.
Provide help to patients with general
enquiries, and to assist them to make appointments, using the computer
appointment system.
Receive, record and direct accurate messages
when appropriate and pass these onto other members of the team using emails or
the clinical system.
Answer telephones promptly in a polite and
professional manner and manage calls appropriately. Dealing with patients and
other callers and forwarding to the most appropriate team member if necessary.
Deal efficiently with general enquiries from
patients, explain surgery procedures, appointment system and all other
procedures for obtaining services, hand outpatient pack / practice leaflet as
appropriate
To advise patients on approximate waiting times
and of any unexpected delays.
To book transport for hospital appointments
when the patient is unable to do so.
To book interpreters for patients when needed.
To take in fees from patients where applicable
and issue receipts.
To give patients any forms / referral letters
that are waiting for collection checking ID and taking in fees where necessary.
To listen to patients complaints, always
remaining polite and empathetic, making sure they are addressed and dealt with
appropriately, enlisting the help of a senior colleague when needed
To support the online triage and the Duty GP
booking and signposting patients.
2.
Operation of Telephone System
Receive and make calls as required. Divert
calls and take messages as appropriate
Ensure that system is operational at the
beginning of each day.
Ensure that the out of hours messages are
updated and that the phones are transferred to out-of-hours when the practice
is closed longer than usual.
3.
Administrative Duties
To register new patients who are in the
practice area and inform patients of practice facilities. Register patients on
the clinical system ensuring all details needed for the registration authority
are completed.
To check and update patients addresses and
telephone numbers and other contact information on the clinical system.
To undertake photocopying and faxing as needed
including photocopying patients notes when requested to do so by Administrator.
To phone patients for recall and data
collection purposes and correctly record data in patients medical record.
Photocopy the practice leaflet ensuring that
there is always a supply available at reception.
Make up registration packs (GMS1 & New
Patient Health Check Form)
Complete tasks sent via SYSTM1(or any other
clinical system or document management system which may replace these).
Complete tasks put on the reception clipboard
Email referrals as requested by clinical team.
4.
Start and End of Day Procedures
At the start of the day, make all necessary
preparation to receive patients.
To ensure that the reception area is tidy and
ready for use by staff the next day.
To tidy waiting area i.e. collect magazines,
etc at the end of morning and evening surgery.
Secure premises at the end of the day, ensure
the Practice corridor is totally secured (windows & doors locked/lights out
etc),
5. General Tasks
To ensure confidentiality is always maintained.
Chaperone for the GPs if requested to do so.
To help with any other tasks that may require
to be done to maintain efficient operation of the practice as requested by the
doctors or General manager.
To attend team meetings and PLT when scheduled.
To contribute to team working within the
practice, offering support to and seeking support from colleagues wherever
possible.
To participate in appraisals and PDP (Personal
Development Plan) and team training opportunities.
To promote equality of opportunity for both
staff and patients, reflecting the fact that the practice operates in, and is
part of, a diverse community.
In certain circumstances it may be necessary to
help cover for colleagues who are absent or provide additional hours or take on
additional duties in times of pressure/crisis.
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.
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.
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.
Recognise peoples needs for alternative methods
of communication and respond accordingly.
