Job responsibilities
Patient Advisor Reception Duties
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 assist them to make appointments,
using the online appointment system.
- Receive,
record, and accurately pass on messages via email or the clinical system.
- Answer
telephone calls promptly in a polite and professional directing callers as
appropriate.
- Provide
clear information about practice procedures, appointment systems, and accessing
services.
- Advise
patients on approximate waiting times and of any unexpected delays.
- Book patient
transport when the patient is unable to do so.
- 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.
- Receive
and appropriately escalate patient concerns or complaints while maintaining
empathy and professionalism.
2.
Operation of Telephone and Triage System
(SystmConnect)
-
Answer
incoming calls and make outgoing calls as required.
-
Assist
patients via the patient triage system.
-
Ensure
phones are answered promptly monitoring the incoming calls.
-
Ensure
that system is operational at the beginning of each day.
3.
Administrative Duties
-
Register new patients, ensuring accurate data entry
onto the clinical system.
-
Update patient contact details and ensure records
remain accurate.
-
To post outgoing letters at the end of each shift.
-
To undertake photocopying as needed, including
photocopying patients notes when required.
-
Call patients for recall and data collection purposes
and correctly record data in patients medical record.
-
Ensuring that there is always a supply of the practice
leaflet available at reception.
-
Make up registration packs (GMS1 & New Patient
Health Check Form).
-
Complete tasks via SystmOne or relevant
clinical/document systems.
-
Complete tasks assigned via reception clipboard.
-
Email referrals and support the referral process as
requested by clinical team.
4.
Patient Records
- To
assist with tagging of new patients medical records prior to summarisation.
- Request
missing medical records from patient services when required.
- To
assist with the scanning of patient related documents during busy periods.
5.
Start and End of Day Procedures
-
Prepare
the reception area for opening, ensuring systems and spaces are ready for
patient arrival.
-
Keep
reception and waiting areas clean, tidy, and presentable throughout the day.
-
Update
staff room allocation boards for the following day.
-
Secure
practice premises at closing, ensuring all doors, windows, and lights are
safely managed.
6. General Tasks
-
Always maintain strict confidentiality.
-
Chaperone support when requested.
-
Support colleagues and contribute to positive
teamwork.
-
To attend team meetings when scheduled.
-
To participate in appraisals and PDP (Personal
Development Plan) and team training opportunities.
-
Help cover colleagues duties
during absence, increased workload, or operational needs.
