Job responsibilities
Operational Responsibilities
The post holder will:
- Meet and greet patients and visitors.
- Respond to or re-direct queries as appropriate.
- Answer all telephone calls efficiently and in the appropriate manner in accordance with practice policy and deal with or re-direct queries as appropriate.
- Co-ordinate appointments for patients with Doctors, Nurses and other clinical staff associated with the Practice.
- Monitor the appointment system and take action to ensure it runs to maximum efficiency.
- Record messages for Doctors, Nurses and Administrative staff.
- Ensure all reception admin tasks are completed within the required timescale.
- Receive and record money for Private fees from patients.
- Process Patient Access requests.
- Process repeat prescription requests within agreed practice timescales.
- Carry out data input as detailed in the reception handbook.
- Ensure appropriate paperwork is available for GP surgeries as appropriate.
- Ensure that the nominated area of responsibility/speciality is kept current and all relevant information regarding the area is distributed appropriately.
- Carry out administration tasks across the organisation as appropriate.
- Have full knowledge of and contribute to the working systems within the practice.
- Liaise with Doctors and other departments within the surgery to ensure processes/procedures are carried out correctly.
- Act as a Chaperone for Doctors when required.
- Effectively manage your nominated areas of responsibility
- Provide guidance and support for the medical students where possible
Quality & Compliance
- 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 organisational needs.
- Effectively manage own time, workload and resources.
Contribution to the Implementation of Services
- Leave the workstation area tidy and ready for incoming colleague with information on any unresolved queries.
- Apply Practice policies, standards and guidance and other legislation relative to the role and establish good standards of practice.
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in audit where appropriate and produce reports as required.
Communication
- Recognise the importance of effective communication within the team
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
- Develop harmonious and effective relationships across all practice teams and with patients.
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:
- Participate in any training programme implemented by the Practice as part of their role and employment including that relating to organisational standards and changes in software or systems
- Participate 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 and demonstrating skills and activities to others who are undertaking similar work.
THE ABOVE LIST OF RESPONSIBILITES IS NOT EXHAUSTIVE AND MAY BE SUBJECT TO CHANGE AFTER DISCUSSION WITH MANAGER WHERE APPROPRIATE.
ADDITIONAL INFORMATION
Data Protection & 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.
Staff are to familiarise themselves with Lion Healths policies and procedures when these are available which sets out obligations under the General Data Protection Regulation 2016, the UK Data Protection Act 2018 and all other protection legislation which must be adhered to. Misuse of or a failure to properly safeguard confidential data will be regarded as a disciplinary offence and will be dealt with in accordance with Lion Healths Disciplinary Policy.
Infection Prevention & Control
In accordance with the Health and Social Care Act 2008, the post holder will actively participate in the prevention and control of infection within the capacity of their role. The Act requires the post holder to attend infection prevention and control training on induction and at regular updates and to take responsibility for the practical application of the training in the course of their work. Infection prevention and control and hand hygiene must be included in any personal development plan or appraisal. All Lion Health staff must ensure that they fulfil their responsibilities for infection prevention and control and behave in a manner which protects patients, public and colleagues from infection risks within the scope of their role.
Safeguarding
It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.
Equality and Diversity
All staff through personal example, open commitment and clear action should ensure that diversity is positively valued and celebrated.
The post holder must abide by Lion Healths Equality and Diversity policy and 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.
Health & Safety
Employees have equal responsibility, along with Managers, for maintaining safe working practices for the health and safety of themselves and other persons who may be affected by their acts or omissions at work.
In addition, employees must comply with all Lion Healths policies relating to Health and Safety to secure a safe workplace and will draw managements attention to any deficiencies and/or hazards, which might prove detrimental to themselves or others. There is a general responsibility for employees to act sensibly and reasonably, and attend mandatory health and safety training sessions.