Job responsibilities
Job Summary
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide 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
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures.
- To work in accordance with written protocols.
- Printing and updating Clinic lists.
- Send letters/messages to patients as requested and for DNAs.
- Email and photocopy as requested.
- Scanning documents presented at reception.
- Complete Workflow tasks in EMIS and Docman.
Participating in staff meetings and training
- Provide general administrative assistance to the practice team to ensure that patients receive high quality service that the practice aims for and that the practice runs in an efficient and effective way.
- Management of patient records in a confidential manner
Reception
- First point of contact for patient queries on the phone, in person and online to provide access to the appropriate healthcare services in a professional, friendly, efficient and effective way
- Receiving patients consulting with members of Practice team.
- Be able to cover all reception positions as necessary.
- Provide a high quality service to our patients
- Opening up/closing down procedures
Appointments
- Process appointment requests for on the day and future appointments from patients by telephone and in person.
- Filling in online forms for patients regarding their clinical or admin requests
- Deal with home visit requests.
- Arranging appointments for patients as per clinicians instructions
- Book the required amount of time for each appointment using the search function Find Slot for efficiency.
Computer
- Process patients change of address computer data and medical records (have knowledge of practice area).
- Allow EMIS Access for patients and EPS nominations.
- Know how to print and access forms from the Reception folder.
- Access their internal/external emails on a regular basis to ensure they are up date with the latest changes and operating procedures.
Telephone
- Have working knowledge of Telephone System.
- Knowledge of the procedure for contacting Duty Doctor via mobile when not in the building.
- Answer the phone within 3 rings wherever possible and in a timely manner whenever not possible.
Other Tasks
- Clear rooms after surgeries.
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Any other tasks allocated by managers.
- Be prompt for work, ensuring suitable dress code/uniform.
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.
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:
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples 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 which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the Practice as part of this employment, 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 carers.
- Recognise peoples 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.