Job responsibilities
LYME BAY MEDICAL PRACTICE
Administration Assistant
Lyme Regis Medical Centre & Charmouth Practice
Job Purpose
To ensure the non-clinical needs of patients of the Lyme Bay Medical Practice are met and that patients receive a high-quality service.
To provide reception and administration support for the practice including patients and practice staff. This requires making judgements involving multiple complex facts and handling confidential/sensitive subjects.
The administration team are the first and last people to be in direct contact with patients. The impression created is very important and strongly influences patient experience.
To be committed to personal learning and development to enhance skills and competencies where appropriate to promote continuous improvement to the patient journey.
To work as part of a team committed to providing the best possible level of care to patients by supporting each other, providing training and support to any new or existing staff member as appropriate.
Main Duties and Responsibilities of the Post
Provide a first point of contact for patients within the surgery
Greet patients politely, cheerfully and with respect
Maintain patient confidentiality in accordance with the Data Protection Act, Caldicott Guardian and Practice Policy
Answer the telephone, make appointments for patients and answer queries and questions
Take messages of a clinical nature and pass to the appropriate clinical professional for action (these can on occasions be a medical emergency) and action in a timely manner
Ensure patients are kept updated if there are any delays in pre-booked appointment times
Alert Minor Injuries nurse as soon as a minor injury patient arrives
Keep reception area, waiting room and workstations tidy and free from clutter
Provide administrative support to all clinical staff as required
Opening and distribution of surgery post
Book patients into appropriate clinical sessions
Action and complete SystmOne tasks all urgent tasks to be completed within 24 hours
Ensure contemporaneous patient documentation data entry is entered on the electronic surgery clinical system
Scan patient letters and test results into the clinical system
Check MJog daily for any patient replies
Open and file electronic clinical letters, OOH reports and admission alerts
Accept and deduct patients via the Health Authority links and report any issues to Administration Team Lead
Issue repeat prescriptions including prescription queries and weekly prescriptions
Register new patients and temporary residents in accordance with Practice procedures
Summarise medical notes/records
Deal with medical reports/insurance requests - collecting notes ready for GP to action, photocopying and sending completed reports.
Run basic patient, clinical and organisational reports from the clinical system
Listen attentively to patient complaints, resolving minor problems or referring to the Practice Manager where appropriate
Attend and contribute to Practice Meetings
Escalate any problems or concerns to your Line Manager
Prepare the surgery for the start of the day, this can include:
Opening the building and deactivating the alarm system
Preparing the phone system to take patient calls
Switching on lights
Turning on computers
Checking the computer for OOH reports and dealing with appropriately
repare the surgery for the end of the day, this can include:
Locking the building and activating the alarm system
Transferring the phone system to the message service
Switching off lights
Close all windows
Close all doors
Turning off computers, photocopier etc
Due to the fast pace of change within Primary Care and the NHS as whole, the above lists are not exhaustive and the post-holder should expect their job roles and tasks to change in line with the needs of the practice
Communication and Working Relationships
Communicate regularly with colleagues, doctors and nurses within the surgery, the community Nursing Team, attached staff, patients, members of the general public and a range of external agencies.
Communication will take place by way of face-to-face contact, meetings, phone calls and written communication.
This is a fast paced and demanding role; the post holder will have continuous interruptions and a constant stream of people in need of their attention. This is a job for people who truly enjoy working with the public.
Provide and receive routine, sensitive, confidential, contentious, and complex, information. This will require tact, reassurance, persuasive, and negotiation skills. Empathy is required during communication with patients, service providers and staff over sensitive issues.
Health and Safety
Under the Health and Safety at Work Act 1974, as an employee, you must take reasonable care for the health and safety of yourself and for other persons who may be affected by your acts or omissions at work. The Act also states that you must not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare.
You are also required to make yourself aware of the Practice/Dorset HealthCare Health and Safety Policies and to report any accidents/incidents.
Equal Opportunities
The Practice is committed to the development of positive policies to promote equal opportunity in employment. All employees have a responsibility to ensure that they understand the standards expected and that they promote and adhere to the equal opportunity measures adopted by the Practice.
You are also required to make yourself aware of the Practice/Dorset HealthCare Equal Opportunities Policies.
Confidentiality
Confidential and personal information related to staff, patients and the Practice and Dorset Health Care must not be disclosed within or outside the place of work, except in the proper discharge of duties. It is the responsibility of all staff to be aware of their obligations in respect of the Data Protection Act 1998, as outlined in the Practice/Dorset Health Care Policy and Procedure.
Review and Approval
All employees are entitled to have at least an annual job and development review with their Line Manager, which will include drawing up a personal development plan and reviewing the job summary.
The job summary for this post is an indication of the range of duties attached to the post. The needs of the changing NHS require a flexible approach and as a term of
your employment you can be required to undertake such other duties commensurate with your experience and training and or hours as may be required of you.