Job responsibilities
As a member of the St Paul’s Medical Centre administration team the post holder will be responsible for the general administrative functions within the Practice including reception. Work within set routines, policies and procedures to provide a comprehensive high-quality service to the unit, and able to deal efficiently and courteously with patients and relatives enquiries.
Principal Duties and Responsibilities
- To answer the telephone promptly and deal with enquiries in a helpful and courteous manner, being aware of the need to maintain confidentiality at all times regarding patients and staff.
- Booking, cancelling, amending patients’ appointments using the clinical software
- To maintain a good rapport/relationship between internal and external customers of the Practice at all times.
- To have an overview of the demands and workflow of the Practice during the working day.
- To book/cancel and amend patients appointments using the clinical system and to book patients in.
- Ensure the waiting area/reception front desk is kept tidy and keep forms and patient information stocked up where possible.
- Assist visitors to the practice ensuring all visitors sign in the visitor book and to ensure all are signed out when leaving
- To adopt a proactive approach and deal with any issue relating to Reception which may arise. Prioritising daily duties to ensure deadlines are met
- Patient engagement – proactively inform patients of benefits for signing up to the online services where patients can book appointments, order repeat prescription and view their medical record.
- Effectively signpost patients to services appropriate to their needs
- Process & request the repeat prescriptions received in person, email and through medicine management in EMIS.
- Filing prescriptions actioned by the GP
- Filing of medical records
- Check and monitor the practice incoming emails that are received in the NHS Email account, responding to patient queries and forwarding on clinical correspondence to the relevant department or person.
- To effectively communicate the complaints procedure when necessary.
- Ensure a good flow of communication within the admin team, particularly in response to problems.
- To ensure a handover is given to colleagues when shift ends.
- Ensure tasks in EMIS workflow are actioned within a 48-hour time frame where possible.
- To distribute letters, memorandums, reports, and general correspondence as required and to ensure efficient maintenance of all records in accordance with Statutory and Company procedures.
- To ensure all correspondence received in the Practice receives prompt attention and that the Practice's filing system is maintained accurately and promptly.
- To accurately scan and code clinical correspondence on to patients record using the clinical software.
- To attend and contribute to staff meetings and development meetings constructively.
- To identify problems with the operational systems in use within reception and make recommendations for improvement.
- To process incoming medical records and correctly mark them on the clinical system as received
- To process the deductions for patients who have left the practice. Correctly labelling all outgoing medical records and marking them on EMIS
- Filing and management of the medical records room.
- To assist with QOF Management – booking patients in for their annual reviews
- Report any untoward incidents such as complaints, clinical emergencies, and injury as per company policies/procedures.
- To provide administrative and clerical support and other support which may be requested from time to time by a manager and other senior personnel
- Updating the patient information leaflets within the practice and ensuring notice boards in the consultation rooms and waiting are standardised.
- Processing deductions through EMIS web – for patients who have moved GP.
- IT troubleshooting – reporting errors with computers, printers and software to the appropriate IT service desk.
- Ad hoc duties when required from clinical and management team.
Safeguarding
Our organisation is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and post holders to share this commitment.
Legislation places a statutory duty on all organisations and professionals to work together in the interest of protecting vulnerable children, young people and vulnerable adults. All healthcare professionals, including those staff and volunteers who work within a healthcare setting have a duty to safeguard and support the welfare of children, young people and vulnerable adults and our organisation is committed to this principle. The Practice will provide training and induction programmes to include safeguarding to all existing and new staff and volunteers to promote these aims and raise awareness of the duties and responsibilities it places on our staff.
All health professionals working directly with children, young people and vulnerable adults should ensure that safeguarding and promoting welfare forms an integral part of all stages of the care they offer. Other health professionals who come into contact with children, young people and vulnerable adults, parents and carers in the course of their work also need to be aware of their safeguarding responsibilities.
Special attention should be given to our existing policies regarding Safeguarding and Domestic Violence.
