Job responsibilities
Duties and Responsibilities:
Conduct telephone and
face to face contact with patients in a professional, friendly and helpful
manner.
Care-navigate/signpost
patients to the most appropriate health care professional ensuring appointments
are allocated where required in line with practice protocol and procedure.
Greet and direct
patients and visitors.
Respond to general
enquiries
Taking requests for
prescriptions
Handing out
prescriptions
Receive specimens from
patients in line with relevant policy, procedure and health and safety /
infection control requirements
Respond to requests for
test results, in line with practice protocol
Take requests for home
visits in line with practice protocol
Liaise with associated
Health Care Professionals
Register new patients
and temporary residents
Respond to needs of the
clinical team during surgery
Collect payments from
patients for non-NHS services
Communicating with
patients by letter using Microsoft Word
Input and extract
information from Practice computer system
Ensure outstanding
queries are explained and handed over to next shift, as necessary
Qualifications and Experience Selection Criteria
Essential:
Educated to GSCE level or Equivalent English
& Maths
Sound written and verbal communication skills
Excellent computer skills Microsoft Office
Package plus any bespoke system
Proven ability to work effectively in a team
environment
Previous
experience in a reception/customer service role
Desirable:
Experience of working in GP surgery or NHS
role
General
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, to include:
Using personal security systems within the
workplace according to Practice guidelines
Identifying the risks involved in work activities
and undertaking such activities in a way that manages those risks
Making effective use of training to update
knowledge and skills
Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards
Reporting potential risks identified.
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-judgmental 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, 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
