Job responsibilities
Job Description
Patient Services Supervisor
Reporting to Practice
Manager
Areas of Responsibility:
1. Dealing with patients
To be polite & courteous at all times to
patients and visitors to the surgery and deal with their requests efficiently
both face to face and over the telephone
Respect and maintain patients privacy, dignity
and confidentiality at all times
Keep patients informed if their appointment
time will be delayed
Manage the reception front desk and checking in
screen to ensure patients have checked in for their appointment
Signposting patients to the most appropriate
person and communicating with the Duty Clinician throughout the day
Registering of patients new or temporary
Deal with any requests for visits before or
after surgery, record details according to the protocol and pass emergency
visits onto the Duty Clinician as per protocol
Print off home visit summary for patients home
visits and care home visits
Take messages for the clinicians and make calls
on behalf of the clinicians
Book patient transport
Deal with patient requests for results &
repeat prescription ordering
Calling 999 in an emergency situation
Cash Handling
2.
I.T
Correct use of SystmOne and patient record
accessing
Action tasks
To send and action emails to patients, staff &
other healthcare professionals
Photocopy/scanning of letters, treatment advice
notes (TAN) and attaching to patient records
Use eReception for patient queries and
transferring of notes into the patient records. Respond to eReception queries
using practice protocols
IT problem solving and reporting of issues to
the relevant person(s)
Provide reports
Problem solving of IT issues and escalating
issues to the relevant agencies
3.
Administration
Following practice protocols for the opening of
post, record creation and returns and other administration duties as requested
Change of patient details on SystmOne
Preparing of Insurance reports and the
redacting of information
Working to GDPR protocols and procedures
Drafting of letters and sending of referrals at
the clinician request
Participate in staff and educational meetings
4.
Security
Open up the practice each morning and ensure
the practice is securely closed at the end of the day
Ensure walkways are safe at all times for
patient access
Ensure patient information is securely stored
away
Reporting of safeguarding issues to the
safeguarding lead
Follow all practice protocols
5.
Managerial
To ensure the team is supported at all times
To ensure the staff rota & room rota are up
to date at all times
To liaise with the Duty Doctor and make
amendments to the clinical rota where necessary
To ensure the clinical rota is accurate
To support the team in difficult situations
To handle complaints promptly, effectively and
without judgement
To be confidential at all times with colleagues
and patients
To ensure the Practice Manager is briefed on a
daily basis with any issues
Person specification requirements
Factors
Description
Essential
Desirable
Education/
Qualifications
Educated to GCSE level with sound
knowledge of English & Maths
Willingness to participate in training
& ongoing personal development
Experience
Experience of working
in a NHS/General Practice environment
Practical experience
of working in a leadership role
Strong organisational
and time management skills
Experience of working
in customer care/dealing with members of the public
Practical experience
of computerised systems
Knowledge
An understanding of
the importance of high standards of medical care for patients
Experienced with IT
software packages / TPP SystmOne
An understanding of
the clinical rota system
Knowledge of GDPR
Regulations
Skills and
competencies
To manage the
strategic day to day operations of the practice
Ability to cope with
change and manage change within the practice
Excellent written and
verbal skills
Strong interpersonal
skills
An ability to
troubleshoot technical problems with IT equipment and systems
Ability to manage own
workload with initiative, flexibility and autonomy
Ability to use own
judgement, resourcefulness and common sense
Ability to make
effective decisions under pressure
Confident and articulate
Ability to build and
develop relationships with the team and wider MDT
High standards of
professionalism and honesty; tact and patient when dealing with colleagues
Requirements of the
Partners/
Practice
Strict confidentiality
is observed at all times
To ensure the practice
is opened promptly and locked securely
Practice policies are
carried out effectively
Patients are shown a caring
and respectful attitude and enquiries handled courteously
Staff are treated
equally with respect and care
Adhere to Information
Governance
DBS Clearance
