Job responsibilities
KEY RESPONSIBILITIES
1. RECEPTION
1.1 Receive patients promptly with courtesy
and provide helpful response to enquiries.
1.2 Make computer entries for surgery and clinic
appointments as requested and provide accurate written confirmation to the
patient of the date and time they will be expected to attend.
1.3 Make computer entries of the arrival
time of patient for their appointments.
1.4 Make computer entries for patients collecting
prescriptions priory to handing over the prescriptions.
1.5 Ensure that all specimens collected and passed on by
the health professionals are stored correctly according to the infection
control policy and handed to the laboratories collection agents each day.
1.6 Book appointments for new patients
requesting registration according to the procedures.
1.7 For patients requesting registration with the midwives,
make appointment with the administration personnel concerned.
2. TELEPHONES
2.1 You are required to ensure that telephone calls
are answered promptly and enquires dealt with professionally and politely.
Ensure that you impart precise information quickly and the least number of
calls are held in a queue.
2.2 You are required to be able to make appointments for
surgeries and clinics, in accordance with the practice policies and procedures
and log such details accurately on the computer system.
2.3 Patients request for home visits are entered on the
patient's computer records after ensuring that the request complies with the
practice criteria for a home visit. Details of such requests must also be noted
manually also to include the patient's name, current address, phone number and
his/her reasons for the request. This information should then be affixed to the
patient's medical records, which is then passed on to the health professional
concerned. Record details in the home visit book, whilst informing the duty
doctor at the first available opportunity.
2.4 All other communication must be promptly and
accurately referred to the appropriate responsible person in the organisation
with the phone number and contact name of the caller.
2.5 You are required to liaise and maintain
a good rapport with other medical organisations.
2.6 You will need to arrange transport for patients for
hospital admissions and visits when asked to do so by the doctors/nurses.
2.7 You must report any faults with the
telephone system immediately to your line manager.
2.8 In accordance to the agreed procedures you will
ensure that patients access to out of hours medical care is always available by
diverting calls to a practice's service provider when it is closed.
2.9 Monitor, assist and guide other junior team members.
Inspire and motivate them towards better and considerate treatment of patients.
3. CLERICAL DUTIES
3.1 You are required to maintain patient records by
ensuring that these are constantly updated and filed in the correct order for
ease of extraction and are promptly replaced in the correct position after use.
3.2 You will promptly open, sort and distribute all
incoming mail. Attach letters and results to patient's records if required by
the doctors/nurse.
3.3 You are required to ensure that routine
extraction of patient medical records from the filing system is dome on time
and that the records are collated in order of appointment and dispatched to the
relevant clinical rooms prior to the beginning of the session and the same
records are collected and refilled when the session has finished.
3.4 You are required to update patient records with the
most recent documents, hospital communications, other correspondence and test
results by filing the promptly and accurately.
4. TEAM WORKING
4.1 Liaise with the Practice Manager/Assistant Manager on
staffing issues including staff rotas, difficulties relating to staff.
4.2 Bring to the attention of the Practice
Manager/Assistant Manager any disciplinary issues.
4.3 Attend meetings as required and prepare items for
discussion relative to the review and development of the customer service team.
5. OTHER DUTIES
5.1 Know the practice complaints procedure and be able to
handle difficult patients professionally.
5.2 Always endeavour to project a positive image of the
practice. Any problems that are encountered must be reported as these may serve
to improve the practice protocols.
5.3 Make sure that all the counters are opened when
required and that the reception area is kept clean and tidy.
5.4 Display posters and patient information leaflets and
make sure that this information is consistent and valid at all times.
FURTHER INFORMATION
The post-holder must at all times carry out
duties and responsibilities with due regard to the Practice's equal opportunities
policies and procedures.
The post-holder must at all times respect
patient confidentiality and, in particular, the confidentiality of
electronically stored personal data in line with the requirements of the
Data Protection Act.
The post-older is expected to take
responsibility for self-development on a continuous basis, undertaking
on-the-job and other training as required.
The post-holder is required to familiarise
themselves with and comply with the Practice's policies and procedures.
The post-holder is expected to develop IT
skills.
This job description is intended as a guide to
the main responsibilities of the post and not as an exhaustive list of duties
and tasks. The post holder may be required to undertake other duties
appropriate to his/her grade, which are not listed above, at the direction of
his/her manager. The job description may be amended from time to time after
consultation with the post holder.
WORKING CONDITIONS
Frequent exposure to body fluids, eg blood and
urine.
Occasional exposure to aggressive behaviour. Frequent use of computer screens.
DATA PROTECTIN ACT
All members of staff are bound by the
requirements of the Data Protection Act 1998 and any breaches of the Act or of
the confidential nature of the work of this post could lead to dismissal.
HEALTH AND SAFETY/RISK MANAGEMENT
The post-holder must comply at all times with
the practice's health and safety policies, in particular by following agreed
safe working procedures and reporting incidents using the Practice Risk
Incident Reporting System.
EQUAL OPPORTUNITIES
The Spitalfields Practice operates an equal
opportunities policy and expects staff to have a commitment to equal
opportunities policies in relation to employment and service delivery.
The post holder must cooperate with all
policies and procedures designed to ensure equality of employment. Co-workers,
patients and visitors must be treated equally, irrespective of gender, ethnic
origin, age, disability, sexual orientation, religion etc.
NO SMOKING POLICY
The Spitalfields Practice has a no smoking
policy and is committed to a policy which actively discourages smoking and
offers support to staff who wish to stop smoking.
