Patient Advisor / Receptionist

Job description

Job responsibilities

Key Responsibilities

1. Patient Interaction

i. Front desk management: Greet and assist patients and other visitors upon arrival at the practice, ensuring a welcoming and professional environment.

ii. Telephone handling: Answer and triage phone calls, directing enquiries to the appropriate healthcare professional or staff member.

iii. Appointment scheduling: Book, reschedule, and cancel appointments using the practices patient management system on SystmOne, ensuring efficient time management and patient flow.

iv. Patient assistance: Provide patients with information on services offered by the practice, signpost to external services where necessary, and assist with the completion of necessary forms.

v. Registration: Process new patient registrations, ensuring all documentation is correctly completed and filed.

vi. Patient Education: Provide basic information about health services, including screening programmes, flu vaccinations and general practice policies.

2. Administrative Duties:

i. Patient Records: Maintain accurate and up-to-date patient records in accordance with practice protocols and GDPR regulations.

ii. Data Entry: Input patient information, test results, and other relevant data into the electronic health record system (SystmOne).

iii. Correspondence: Manage incoming and outgoing correspondence, including emails and letters, ensuring timely communication with patients and other healthcare providers.

iv. Stock supplies: Monitor office supplies, including forms, stationery, and other necessary items.

v. New technology: Keeping up to date with latest technologies used within the practice i.e., AccuRx, website, emails, NHS App and use as per practice protocols.

vi. PA system: Be assigned as a Personal Assistant (PA) to a specific doctor, providing administrative support including managing tasks, recalls, and other routine and urgent duties as directed by the doctor. Serve as a backup for another PA when necessary, ensuring continuity of care and support. Collaborate closely with the assigned doctor to ensure all tasks are completed efficiently and in a timely manner.

3. Operational Support:

i. Clinical Team Support: Assist doctors, nurses, and other healthcare professionals with administrative tasks, such as preparing documents, organising patient lists, and managing clinic schedules.

ii. Compliance: Ensure that all patient interactions and administrative processes comply with NHS policies, health and safety regulations, and practice protocols.

iii. IT Systems: Use and troubleshoot practice IT systems and software, ensuring smooth operation and minimal disruption to service delivery.

iv. Confidentiality: Always maintain patient confidentiality, adhering to GDPR and Caldicott principles.

4. Communication and Collaboration:

i. Team Collaboration: Work collaboratively with other receptionists, administrative staff, and healthcare professionals to ensure the effective delivery of services.

ii. Feedback Management: Handle patient feedback, complaints, and concerns with empathy and efficiency, escalating issues to the Practice Manager when necessary.

iii. Meetings: Attend regular team meetings and training sessions to stay informed about practice developments, updates in policies, and ongoing professional development.

5. Premises

i. To open and lock the premises and know the correct procedures for securing the building.

ii. Know how to contact the alarm companies.

iii. Ensure consulting rooms are cleared and locked after each surgery, ready for the cleaners the next day.

iv. Ensure reception waiting area and corridors are always clean and clear.

v. To report any necessary Health and Safety issues.

6. Training

i. Undertake training as directed by your supervisors or managers.

ii. Attending primary care health meetings, reception team meetings, and Protected Learning Time (PLT) meetings when required.

The duties and responsibilities to be undertaken by members of the reception team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the practice, dependent on current and evolving practice workload and staffing levels.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Experience

Essential

• Experience working within a fast paced environment
• Experience working well within a team
• Experience working with patients or customers

Desirable

• Experience working in primary care
• Experience working in a GP Practice

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Downing Drive Surgery

Address

155 Downing Drive

Evington

Leicester

LE5 6LP

Employer's website

https://www.downingdrivesurgery.nhs.uk/ (Opens in a new tab)