Patient Services Coordinator (Reception)

Job description

Job responsibilities

Summary of Post:

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 or via the telephone

Your Responsibilities:

Open and closing the reception area, consulting rooms and all other rooms in use during the normal working day

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.

Booking and cancelling appointments

Receive and make telephone calls as required. Transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Communicating & liaising with the Clinical Team

Explain practice arrangements and formal requirements to new patients wishing to register.

Advise patients of relevant charges for private services, accept payment and issue receipts.

Accepting requests for repeat prescriptions and process as required.

Taking messages, requests and records/ pass information accurately

Filing, scanning & workflow, photocopying sorting post,

Ensure that the Waiting area is kept clean & tidy at all times.

Be able to cover all reception duties in the case of sickness and annual leave, as necessary

To have a thorough knowledge of all Practice procedures.

To work in accordance of written protocols

Attend staff meetings & training as required

Scanning & Workflow - ensure correspondence, reports, results etc are filed promptly and in the correct records.

Action tray to be cleared daily

Shredding of scanned letters & prescription requests

Process appointment requests for today and book future appointments from patients by telephone and in person.

Enter requests for home visits into the Doctors diary, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Liaise with Paramedic home visiting service when required.

Use of EMIS Web clinical system ensuring all access is relevant, accurate and appropriate.

Process repeat prescription requests in accordance with practice guidelines.

Ensure computer updates are install and the PCs are logged off before leaving the surgery in the evening.

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 the 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 recognises the importance of peoples rights, interpreting them in a way that is consistent with 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 recognise 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

Be flexible in approach to providing mandatory back-fill cover for absent colleagues

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent
• Experience of working with the general public
• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• EMIS/SystmOne/Vision user skills
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Forward thinker
• High levels of integrity and loyalty

Desirable

• GCSE Mathematics and English (C or above)
• AMSPAR Receptionist Qualification
• NVQ Level 2 in Health and Social Care
• Experience of administrative duties
• Experience of working in a healthcare setting

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Wellington Practice

Address

Aldershot Centre For Health

Hospital Hill

Aldershot

Hampshire

GU11 1AY

Employer's website

http://www.wellingtonpractice.co.uk/ (Opens in a new tab)