Job responsibilities
Front
Desk
Tend to the front desk ensuring to greet patients and visitors on their
arrival to the practice in a welcoming manner.
Ensure all patients and visitors to the practice are signed in and
directed to the relevant waiting area.
Inform the relevant host for example, the GP, Nurse or Practice Manager
of any patients or visitors arrival.
Accept payments and issue receipts for non-NHS services.
Book ambulances/appropriate transport for patients according to
protocols.
Assist patients with requests for Blood Forms, Urine Forms and Xray
forms, printing where necessary.
Keep the reception area, noticeboards, and leaflet dispensers clean, tidy
and free from obstructions and clutter.
Support in ensuring the reception area remains a calm environment for
all. Politely and safely addressing any disruptive behaviours, escalating to
management where appropriate.
Registrations and Appointments
Process registrations both regular and temporary in the absence of the Registration
Clerk ensuring complete information and appropriate ID.
Assess and analyse patient needs to ensure an appointment is required and
if so, booked with the correct and appropriate healthcare professional.
Book, amend and cancel general (GP/Nurse), clinic (Flu), QOF, special allocation
services (SAS) and third party (Physio) patient appointments in line with
practice appointment procedures, ensuring coding is completed where necessary
and optimum efficiency of the appointment system.
Monitor the incoming E-Consult messages booking an appropriate
appointment or directing to the most appropriate department.
Monitor the 111 clinical screen and directing as appropriate
Ensure that patients without appointments but who need 'urgent
consultations are booked into appropriate slots and referred to a GP where
necessary.
Receive and accurately record requests for home visits, assessing urgency
in accordance with the Practices protocols.
Once trained, chaperone patients to their GP
appointment as and when requested.
Arrange security for Special Allocation Service (SAS) appointments where
necessary.
Prescriptions and Certificates
Receive and process prescription requests in the absence of the
Prescription Clerk accurately and in accordance with practice guidelines
Raise any prescription queries with the Prescription Clerk and/or
Clinical Lead including status check of whether it has been issued and where it
is.
Processing and handling of Cremation Forms and Death Certificates,
informing required departments and accurately documenting details of passing.
Advice and guidance
Provide advice (non-medical) and contact
details of third-party services to patients as required. For example,
suggesting a patient contact the Urgent Mental Health Team.
Respond to and/or redirect all general
enquiries, explaining procedures where necessary and processing paperwork where
required.
Process referrals for the District Nurse
Action EMIS tasks and DOCMAN workflow in a
timely manner
Communication
Answer incoming telephone calls in a timely and professional manner,
ensuring calls are documented and actioned and/or redirected as appropriate.
Communicate with GPs, Nurses, and the
Clinical Team as necessary including passing information across to be
processed, chasing documentation, results, and appointment information.
Communicate in writing (letters and
electronically) and verbally with a wide range of providers and users of
services, including patients, carers; voluntary; social; primary and secondary
care providers.
Liaising with GP/Clinicians, forwarding
concerns, chasing for samples, letters, prescriptions and other paperwork
Monitor the reception email account and action
any requests needed, raising any urgent enquiries to your line manager where
relevant
Process any outgoing mail created by the
reception team
Data
Handling
Document information
received from patients or third-party agencies, accurately on EMIS. For example,
urgent blood results from path labs, patients home blood pressure readings and
any urgent referral advise provided to them.
Undertake manual and electronic filing and
retrieving of paperwork ensuring up-to-date maintenance of both computerised
and manual filing systems (i.e. patient notes).
Computer data entry/data allocation and
collation; processing and recording information in accordance with practice
procedures.
Accessing the server, changing the tape and
checking back up has been successful, reporting to IT if any issues are
identified.
Equipment and Stock Control
Efficient filling of sample pots, testing
kits, appointment cards, registration paperwork and other necessary aids.
Clearing and re-stocking stationery items in
work areas as required, ensuring low stock levels are reported to the relevant
leads and ensuring a clear desk policy.
Safely accept and record receipt of any vaccine/medication
deliveries, ensuring safe storage of items and informing relevant departments.
Miscellaneous
Opening and locking up of practice premises
(where needed) and maintaining security in accordance with practice protocols
at all times.
Keep up to date with any new guidance and changes within the team.
Supporting in the training of new reception team members.
General Duties
To work collaboratively and
professionally with colleagues across Invicta Health, building and maintaining
relationships.
To contribute to the development of
services, including processes, templates and principles.
To take
part in any statutory and mandatory training or other training and development
programmes as requested.
Any other
reasonable duties as directed by your line manager.
