Job 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 senior receptionist/Business manager, dependent on current and evolving practice workload and staffing levels.
- Maintain and monitor the practice appointment system in EMIS
- Process personal, telephone and electronic requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signpost patients to the correct service
- Process incoming and outgoing mail
- Initiate contact with and responding to, requests from patients, team members and external agencies
- Process all DNA letters in accordance with current policy
- Read code data on EMIS
- Photocopy documentation as required
- File and store records as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records
- Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Monitor and maintain the reception area and notice boards
- Support all clinical staff with general tasks as requested
- Maintain a clean, tidy, effective working area at all times
In addition to the primary responsibilities of the, Patient Liaison Officer may be requested to:
- Support administrative and reception staff, providing cover during staff absences
- Complete opening and closing procedures in accordance with the duty rota
- As required support the Clinical Pharmacy Team in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
- Ordering and monitoring of stationery supplies
- Any other administrative duties deemed necessary for the organisation
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 careers, 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 & 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, 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 equality, diversity and rights of patients, careers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in away that is consistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, careers 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/professional development:
The post-holder will participate in any training program implemented by the practice as part of this employment, with 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 teams 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 careers.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the on-going implementation of Services and Practice Development
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.
Other tasks
- To undertake any other reasonable tasks as allocated by Senior Manager and Partners.
This job description reflects the immediate requirements and objectives of the post and is not exhaustive.