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.
Assist patients to use the POD, checking blood pressure and
stats.
Receive samples from patients, refusing those that have not been
requested and/or expected.
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 ensuring
complete information and appropriate ID.
Book in, amend and cancel general (GP/Nurse), clinic (Flu) and
third party (Physio) patient appointments in line with practice appointment
procedures, ensuring 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
Receive and accurately record requests for home visits,
assessing urgency in accordance with the Practices protocols.
Ensure that patients without appointments but who need 'urgent
consultations are booked into appropriate slots and referred to a GP where
necessary.
Once trained, chaperone patients to their GP appointment as and
when requested, this can include intimate examinations.
Prescriptions
and Certificates
Receive and process prescription requests accurately and in
accordance with practice guidelines
Raise any prescription queries with the appropriate department
including status check of whether it has been issued and where it is.
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
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 advice 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.
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
Pack specimens ready for collection by the local hospital.
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.
Complete any special duties as outlined by your line manager
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.
