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.
