Job responsibilities
PURPOSE OF THE POST:
To ensure the clinicians are able to provide an effective, efficient and caring service to the Practice population.
Dealing with patients through sensible use of initiative, flexible approach and working to consistent high standards.
Through development of skills, you will be expected to prioritise tasks effectively and efficiently.
The post requires:
Respect of patients confidentiality at all times.
Enquiries from patients to be efficiently and courteously handled
Surgery premises to be kept tidy
Patient documentation to be handled promptly
Duties:
Reception desk duties, to include reception of patients, dealing with queries by telephone.
Making of appointments by telephone and at desk, using computerised system
Completion of tasks via SystmOne computer system.
Letter scanning and filing, according to rota, dealing with clerical patient changes of address, completion of blood test forms where required.
Sorting any external mail and passing on any mail not for the practice.
Checking for action notes when GPs have viewed post and passing to relevant person then sorting the rest for scanning.
Data entry of patient information onto computer as required, including any personal patient contacts, passing messages etc.
Taking requests for housecalls and booking of ambulances via computer
Use of all office equipment, e.g., computer, photocopier, etc.
KNOWLEDGE SKILLS TRAINING AND EXPERIENCE
The post holder will receive an initial induction, ongoing job training supported by the practice procedures/protocols. The post holder will be required to complete mandatory training in the form of such study as Confidentiality, Customer Care, Fire Safety Training, CPR and any other training necessary for the performance of the job role.
Theoretical and practical knowledge
General computer skills
Helpful, friendly and effective telephone / face to face manner
Competence in written and spoken English
Competent in the use of office equipment e.g., photocopier/scanners
PROFESSIONAL OR SPECIALIST KNOWLEDGE
Knowledge of SystmOne clinical system would be an advantage.
KEY RESULT AREAS
PATIENT CARE
You will be expected to provide general non clinical advice, information and guidance directly to patients, relatives or carers, within the practice protocols/procedures, such as taking and relaying messages, advice to patients re surgery availability, making appointments and signposting patients to other agencies.
In the performance of your duties, the post holder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. The post holder 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.
POLICY AND SERVICE DEVELOPMENT
The practice has a wide range of procedures and policies covering all aspects of the job roles within the practice and you will be expected to follow these at all times and keep up to date with any changes when areas are reviewed. You will be expected to contribute to any policy development within your own role and identify any potential improvement in working systems.
FINANCIAL AND PHYSICAL RESOURCES
The post holder will be expected to take care when using any practice equipment e.g. computer, scanner etc.
You will deal with monies during the course of your role from patients; diligence is expected at all times. Instructions will be given at induction as to how to deal with these incoming fees.
HUMAN RESOURCES
Demonstrate activities to new/less experienced colleagues
INFORMATION RESOURCES
The post involves data entry on to the clinical system. Some may be your own generated data; other data may have been generated by others. This should be done accurately and with care, maintaining patient confidentiality at all times.
RESEARCH AND DEVELOPMENT
None. An occasional audit within your own work area may be requested of you by Practice Management.
ANALYTICAL
Judgements involving facts or situations e.g., results queries
Judgement in dealing with patient enquires, analysis and resolving patient problems
PLANNING AND ORGANISING
Required to organise own workload within rota guidelines with reference to practice procedures/protocols ensuring that practice standards/deadlines are met e.g., scanning, post, timely telephone answering.
COMMUNICATION AND RELATIONSHIPS
You will be expected to carry out your role with tact and persuasive skills. You will come into daily contact with patients with differing problems e.g., mentally ill, hearing impaired and you will be expected to treat each patient with sensitivity, understanding and a non bias approach. In the performance of your duties, the post holder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential.
You will be expected to liaise with the following personnel:
General Practitioners dealing with their queries, tasks, liaison between patient and GP
Practice Management attending staff meetings, following instructions and policies, dealing with tasks given
Other team members sharing duties, dealing with tasks delegated, covering for absence
Members of wider team taking and passing on messages, liaison between them and GPs
Patients dealing face to face, making appointments, answering queries, resolving problems, liaison with GP on their behalf
Outside agencies dealing with their queries, taking and passing on messages
FREEDOM TO ACT
The post holder will be expected to follow practice procedures/protocols with minimum supervision. A certain amount of initiative will be required
There will however always be someone on hand to give support or advice.
EFFORT AND ENVIRONMENT
There is little physical effort required in the post. A small amount of walking, standing and sitting and stair climbing. There is a certain degree of computer work which demands good keyboard skills and some time in front of a computer screen when covering the switchboard and prescription line.
Some concentration will be required dealing with patients queries to ensure understanding and ultimately resolution.
EMOTIONAL
Occasional exposure to:
Distressed patients
Bereaved relatives
Telephone calls from distressed/angry/dissatisfied patients
WORKING CONDITIONS
Excellent working conditions, large staff room/kitchen for breaks. Pleasant workstations. Occasional exposure to unpleasant conditions, i.e., occasional exposure to hazards, verbal or physical aggression from patients, continuous VDU use.
