Job responsibilities
Reception
Duties
Receive and direct patients on
arrival at the reception desk in a friendly and courteous
manner, ensuring their requirements are met professionally and efficiently.
Provide help to
patients with general enquiries, and to assist them to make, cancel and
rearrange appointments, using the computer appointment system.
Maintain appointment
system and monitor flow of patients into consulting rooms.
Process prescription
requests as directed by clinical staff.
Respond to patients
requests for home visits.
Receive,
record and direct accurate messages when appropriate.
Answer
telephones promptly in a polite and professional manner and manage calls
appropriately. Dealing with patients and other callers and forwarding to the
most appropriate team member if necessary.
Deal
efficiently with general enquiries from patients, explain surgery procedures,
appointment system and all other procedures for obtaining services, hand out
patient pack / practice leaflet as appropriate.
Inform
patients of test results
To advise patients on
approximate waiting times and of any unexpected delays.
To take in fees from
patients where applicable, record appropriately and issue receipts.
To give patients any
forms / referral letters that are waiting for collection checking ID and taking
in fees where necessary.
To listen to patients
complaints, remaining polite and empathetic at all times, making sure they are
addressed and dealt with appropriately, enlisting the help of a senior
colleague when needed.
Processing all requests
for repeat prescriptions in accordance with practice guidelines
Checking patients
records and issuing reminders for chronic disease reviews/blood tests etc.
Process appointment
requests by telephone and in person
Taking requests for
home visits and ensure they are recorded and processed correctly.
Open/close the practice
as and when necessary ensuring the reception, office and consulting rooms are
prepared in readiness for the morning session
Administrative
Duties
To
generate referral forms
To
gain and utilise good knowledge of referral pathways
To
gain and use an extensive knowledge base of secondary and community care
providers
To
assist with any patient queries and arrange private medicals
To
ensure all referrals and patient contacts are accurately recorded on the
practice clinical system (EMIS Web)
To
be responsible for the monitoring and management of referrals using approved
pathways.
To
use the e-Referral system effectively, which includes generating e-Referrals as
required by the clinicians, managing work lists and assisting patients with
enquiries regarding their e-Referral booking
To
manage written requests from outside agencies, ensuring that patient
confidentiality is upheld at all times with correct and current patient
consent.
To
deal with queries from relevant health
and social care partners
Using
the Docman system to scan documents and manage in accordance with practice
guidelines
Action
tasks sent by clinicians both within EMIS and Docman
To
expedite hospital appointment and chase results/discharges as requested by
clinicians
To
be aware of the current legislation and legal implications of requests for
disclosure of patient data - information and to be sensitive to patient wishes.
Notes
summarising patients medical records.
