Job responsibilities
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person, online or via the telephone.
Job Responsibilities:
Administration
To have a thorough knowledge of all practice procedures.
To work in accordance of written protocols
Photocopy as requested
Reception
Receiving patients consulting with members of practice team
Handing completed repeat prescriptions to patient and checking names and address.
Be able to cover all reception positions as necessary
Answering the telephone and conveying messages
Accepting requests for repeat prescriptions including repeat dispensing, checking the fax and prescription box for repeat prescription requests
Maintaining a log of telephone messages
MJOG and Accurx
Appointments
Process appointment requests for today and future appointments from patients by telephone, online and in person.
Deal with visits requests
Computer
Registrations of new patients computer data entry and medical records.
Process patients change of address computer data and medical records (have knowledge of practice area.
Process repeat prescription request in accordance with practice guidelines.
Issue online passwords and familiarise with practice website.
Telephone
Have working knowledge of telephone system and procedures for during and out of hours.
Other Tasks
Clear rooms after surgeries
Ensure building security have thorough knowledge of doors/windows/alarm.
Make coffee for doctors
Charging patients the appropriate amount for private work, providing a receipt to the patient and recording the charge in the Petty Cash book
Helping with the sorting of filing in new medical records in order that they are in the form used in the Surgery
Periodically checking the fax to make sure it is operational and has an adequate paper supply before leaving in the evening
Cancelling and rescheduling of appointments when required
Any other tasks allocated by managers / team leaders.
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 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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with the 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 and 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 recognize 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
Participate in audit where appropriate.