Job responsibilities
JOB SUMMARY
The purpose of the role is to:
Offer 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
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies
JOB RESPONSIBILITIES:
The duties and responsibilities to be undertaken by members of the practice reception/administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the team leader/practice manager, dependent on current and evolving practice workload and staffing levels:
Reception
Ensure efficiency of appointment system and monitor flow of patients into consulting rooms.
Ensure patients without appointments but who need urgent consultation are seen in a logical and non disruptive manner.
Handing completed repeat prescriptions to patient and checking names and address.
Ensure reception office and waiting areas are kept neat and tidy, paying particular attention to Health and Safety guidelines
Appointments
Ensure total familiarity with the computerised appointment system
Process appointment requests from patients by telephone and in person.
Deal with visit requests
Monitor effectiveness of the appointment system and report any problems
Computer
Deal with requests from doctors utilising the computerised task and notification facility
Enter data onto patient electronic record as requested by clinical team
Process repeat prescription requests in accordance with practice guidelines.
Telephone
Have working knowledge of telephone system, during and after opening hours.
Receive and make calls as required, (ensure calls are answered where possible within 4 rings)
Action requests for ambulance transportation in line with practice policy
Medical Records
Ensure correspondence, reports, results are scanned onto the clinical system
Ensure all medical records are sorted and tagged in date order
Ensure records are kept neat and tidy and in good repair
Start and End of Day Procedures
Open up premises at the start of day, deactivate alarm and make all necessary preparations to receive patients
Secure premises at the end of the day, lock all internal doors and ensure all windows are closed and locked, all internal lighting turned off and that the security alarm is activated.
Other Tasks
Ensure that consulting rooms are prepared in readiness for each consulting session.
Chaperoning for clinical team
Clear rooms after surgeries including shredding basket and ensure left tidy and secure
Make tea/coffee for doctors
Any other tasks allocated by Line management
Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
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 recognizes 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, procedures, protocols and guidance.
Apply practice policies, procedures, protocols and guidance.
Discuss with other members of the team how the policies, procedures and protocols will affect own work.
Participate in audit where appropriate.
