Job responsibilities
Core
- Co-ordinate induction and training of all new staff to agreed standards.
- Create all necessary logins for all new staff members (including our trainees) using the New Starter Checklist as a template
- Ensure adequate staffing levels, to raise any issues with Management prior to liaising with locum agencies
- Ensure reception rotas are completed in advance to ensure the core tasks are covered and adequate staffing levels are in place
- Ensure the room rota is completed in advance to ensure we have sufficient rooms available for all the clinical team and external visitors
- Ensure weekly rota for reception staff is followed to make sure all stations and duties are covered adequately.
- Carry out reception duties on a day-to-day basis including and not limited to; answering calls, appointment booking, Accurx, working the front desk, Docman, emails, prescriptions, ensuring our paper registrations are processed in a timely manner along with monitoring & actioning the registration portal (Healthtech) and ensure this is, organising the back reception area.
- Provide supportive and supervisory function to the reception team on a daily basis, including formal and informal training, pastoral support as necessary, embedding a practice culture around values of patient-centredness, customer service excellence, a team mentality and continuous learning and development.
- Informing the Practice Manager & Associate Practice Manager of any staff lateness or sickness via email so it can be logged on Bright HR.
- Overseeing the incoming insurance/forms and reports along with any other Non-NHS chargeable works, and ensuring a robust system is in place
- Ensuring the insurance protocol is up to date with any changes
- Bullet point items for daily Reception huddles and ensure these are filed in the Reception folder
- Prepare items for discussion at regular monthly Reception meetings, and discuss these with the Management team ahead of the meeting
- Ensure minutes are circulated from the Reception Team and are uploaded in to the Reception folder
- Manage the various appointments system in line with agreed policies.
- Deal with enquiries that are more complex from patients and to inform the Practice Manager of any complaints and feedback promptly.
- Evaluate suggestions received from patients and discuss this with Management
- Continually assess and evaluate systems recommending changes and improvements to the Practice manager as appropriate.
- Deal with general telephone enquiries from patients and public.
- Record requests for home visits when required.
- Record requests for repeat prescriptions.
- Record receipt and results of laboratory reports.
- Key in patient identification data to computer.
- Register new patients including compilation of patient files.
- Retrieve patient notes for return to health authority.
- Complete templates for computer input.
- Record messages for doctor, nurse and administrative staff.
Help to organise flu clinics-co-ordinate staffing when required.
Ensure Practice policies are followed and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
Liaise with management team concerning staffing and organisation of work.
Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required.
Attend staff meetings and take minutes in the absence of the Practice Secretary. Send to the Practice Manager/Associate Practice Manager for approval.
Have full understanding of appointment system
Have a working knowledge of all software and hardware
Deal with IT issues
Train staff to use of Practice systems
Have a clear understanding of telephone systems, daytime and out of hours
Assist with remodeling and room moves as required
Understand security systems alarms & cameras
Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures
Assist with production and upkeep of practice procedures manual
Manage paperwork systems including post, internal and external
Act as a central source of information
Ensure the death protocol is up to date and actioned as a matter of priority once a death notification has been received. Sending a condolence card to the family
The above list of duties is not exhaustive and may be subject to change as deemed necessary.
Acting as building fire marshal, ensuring evacuation lists are current and the visitors log is used appropriately
Premises
Ensure that all Staff adhere to the following:
- To open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations ahead of our opening time
- To ensure that the reception area, waiting rooms, admin office and kitchen are clean and tidy at the end of the day;
- When last to leave at the end of the day, to ensure that the building is totally secured, internal lights are off and the alarm activated.
Health and 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, the Practice health & safety manual, and the Practice infection control policy and published procedures. This will 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;
- Actively reporting of health and safety hazards and infection hazards immediately when recognised;
- Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role;
- Undertaking periodic infection control training (minimum annually);
- Reporting potential risks identified;
- Demonstrating due regard for safeguarding and promoting the welfare of children.
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Contribution to the implementation of services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
