Job responsibilities
Job Summary
Welcome, 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.
Managing the entry of clinical correspondence and codes into patients records. Carry out scanning of clinical correspondence and READ code relevant information from hospital correspondence and other sources into the practice computer system (Vision).
Job Responsibilities
Together with other members of the practice reception / administration team:
Reception
Receiving patients at the Practice
Receiving and handing completed repeat prescriptions to patient and checking names and address
Respond to patient queries appropriately e.g. requests for test results
Be able to cover all reception positions as necessary
Appointments
Process appointment requests for all types of appointments from patients by telephone, online and in person
Booking in patients as they arrive and monitor and assist in waiting room as required
Deal with visits requests
Assist patients who require emergency treatment as required
Clinical coding / summarising:
READ Coding the information into the practice clinical system
Auditing data collection standards in the practice
Scanning of letters and relevant correspondence into patients notes.
Summarisation of patients notes when requested.
To ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required by the doctors, nurses and manager.
Troubleshoot clinical database
Report faults to software supplier and track progress, where required
Pro-actively initiate data quality improvement projects
Administration
To have a thorough knowledge of all Practice procedures and to work in accordance of written protocols
Ensure that correspondence and medical records received (whether in paper form or electronically) are actioned appropriately
Shred and photocopy as requested
Computer
Registrations of new patients computer data entry and medical records.
Enabling patients to sign up for online services and the NHS App.
Process patients change of address computer data and medical records (have knowledge of Practice area.
Process repeat prescription request in accordance with Practice guidelines.
Data entry on to the computer system e.g. immunisations, administrative notes.
Processing repeat prescription requests received online
Processing online patient triage requests and responding to them appropriately.
Summarising Notes
Sort and summarise all new patient notes arriving in the surgery. These steps may all be done at the same time, or may take place over a number of days/weeks.
Update patient record to indicate records have been received.
Ensure notes are in date order, separating letters and results and removing any redundant or duplicate paperwork and adding summary cards as necessary.
Update patient record with all major past history including last smear if relevant.
Add relevant code to patient record to indicate notes have been summarised.
Mark notes to indicate they are summarised and file.
Other Tasks
Clear rooms after surgeries and restock as required
Ensure that reception and the waiting area are kept clean, in line with IPC requirements
Have working knowledge of telephone system, during and after hours.
Ensure building security have thorough knowledge of doors/windows/alarm.
Provide assistance to clinicians during their clinics as required
Any other tasks allocated by manager
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
Follow Infection Prevention and Control (IPC) guidelines including the wearing of PPE as required and the cleaning of work stations and communal areas
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 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
Recognize 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 and team meetings where appropriate