Job responsibilities
Job summary
The purpose of this role is to
Offer general assistance to the practice team and project a
positive and friendly image to patients and other visitors, either in person or
via the telephone
Receive, assist and direct patients in accessing the
appropriate services or healthcare professional in a courteous, efficient and
effective way
Undertake a variety of administrative duties to assist in
the smooth running of the practice, including the provision of secretarial and
clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients,
member of the primary health care team, secondary care and other associated healthcare
agencies
Duties and responsibilities
The duties and responsibilities to be undertaken by members
of the practice administration team may include any or all of the items in the
following list. Duties may be varied from time to time under the direction of
the reception manager/practice manager, dependent on current and evolving
practice workload and staffing levels;
Opening up/locking up of practice premises and maintaining
security in accordance with practice protocols
Maintaining and monitoring the practice appointment system
Processing personal and telephone requests for
appointments, visits and telephone consultations, and ensuring callers are
directed to the appropriate healthcare professional
Processing and distributing incoming (and outgoing) mail
Taking messages and passing on information
Filing and retrieving paperwork
Processing repeat prescriptions in accordance with
practice guidelines
Computer data entry/data allocation and collation;
processing and recording information in accordance with practice procedure
Initiating contact with and responding to requests from
patients, other team members and associated healthcare agencies and providers
Clearing and re-stocking of consulting rooms as required
Providing clerical assistance to practice staff as
required from time to time, including word/data processing, filing,
photocopying and scanning
Keeping the reception area, notice boards and leaflet
dispensers tidy and free from obstructions and clutter
Take action as directed by other team members
Follow practice protocols to ensure consistent and high
quality care is provided to our patients
Carry out administrative tasks relating to patient
records, including filing, document management and ensuring patients can access
reports, prescriptions and that they are easily accessible
Any other delegated duties considered appropriate for the
post
Scanning duties
Sort and date stamp all incoming patient related mail
Scan patient related documents onto their medical record
using read codes as agreed by the clinical team
Add any additional information about the source of the
document
Forward the document to the doctor or nurse who initiated
the referral or who is the most appropriate to receive the information
Ensure incoming letters are scanned onto the patient
record within a 48/72 hour timescale
Scan all internal paper documents onto the relevant
patient record and then store the documents in line with practice procedures
Check generic mail
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, careers, 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
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 and safety policy, the practice health and 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 such 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, free from hazards
Actively reporting 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
Demonstrate due regard for safeguarding and promoting the
welfare of children
Equality and Diversity
The post-holder will support the quality, diversity and
rights of patients, carers and colleague. To include:
Acting in a way that recognises the importance of people's
rights, interpreting them in a way that is consistent with practice procedures
and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of
patients, carers and colleagues
Behaving in a manner that is welcoming to and of the individual,
is non-judgmental and respects their circumstances, feelings priorities and
rights.
Personal and professional development:
The post-holder will participate in any training programme
implemented by the practice as part of the employment, such such training to
include:
Participation in an annual individual performance review,
including taking responsibility for maintaining a record of own personal and/or
professional development
Taking responsibility for own development, learning and performance
and demonstrating skills and activities to others who are undertaking similar
work
Quality
The post-holder will strive to maintain quality within the
practice, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own
actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting
on own and team activities and making suggestions on ways to improve and
enhance the team's performance
Work effectively with individuals in other agencies to
meet patients needs
Effectively manage own time workload and resources
Communication
The post-holder should recognise the importance of effective
communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise people's needs for alternative methods of
communication and respond accordingly
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