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.
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 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) 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 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.
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.
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.
Monitor the practice
websites for Church Lane Surgery, Martello Health Centre and Orchard House
Surgery ensuring registrations, complaints and prescription queries are handled
in a timely manner.
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
surgeries.
Data
Handling
Monitor the home visiting service, ensuring
all documents are downloaded and filed in a timely manner.
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.
When required, access 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.
Supporting the team by covering staff absences where possible.