Job responsibilities
The duties of
the role are detailed below:
1.
Receiving and Directing Patients
Assisting
and directing appointment bookings with patient triage
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 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 out
patient 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 patient complaints, always remain polite and empathetic, making sure
they are addressed and dealt with appropriately, enlisting the help of senior
colleagues where needed.
2.
Operation of Telephone System
Receive
and make calls as required. Divert calls
and take messages as appropriate
Ensure
phones are answered as quickly as possible.
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 patient addresses, telephone
numbers and other contact information on the clinical system.
To post outgoing letters at the end of each shift
To undertake photocopying and faxing as needed,
including photocopying patients notes when requested to do so.
To phone patients for recall and data collection
purposes and correctly record data in patients medical record.
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.
Fax referrals and prescriptions as requested by
clinicians or other administrators.
Chase referrals with support of GP Support
Administrator
4.
Patient Records
To
assist with tagging of new patients medical records prior to summarisation,
requesting old medical records from patient services when they do not arrive in
a timely fashion.
To
assist with the scanning or patient related documents when the workload
requires it.
5.
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 the waiting area i.e. collect magazines etc at the end of morning and
evening surgery.
To
update the room allocation board with staff locations for the following day
Secure
premises at the end of the day, ensure the Practice corridor is totally secured
(windows & doors locked/lights out etc),
6. 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 clinical
team or practice manager.
To attend team meetings 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.
