Job responsibilities
Job summary:
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.
Job responsibilities:
Reception
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Managing patient requests at the front desk.
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Processing personal and telephone requests for appointments and ensuring callers are directed to the appropriate healthcare
professional in the right timeframe. (Sign posting to patients and care
navigation.)
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Deal with visit requests.
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Book patients in with the correct clinician for
long term condition reviews.
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Initiating contact with and responding to
requests from patients, other team members and associated healthcare agencies
and providers.
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Opening and closing duties as per protocol for
the practice.
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Dealing with deliveries and ensuring cold chain
for vaccinations.
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Signing in visitors.
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Be able to cover all reception position as
necessary.
Administration
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To have a thorough knowledge of all practice
procedures.
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To work in accordance with written protocols.
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Deal with reception task in-boxes completing
requests from tasks and forwarding on to the relevant staff member.
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Process repeats and acute prescription requests
in accordance with practice guidelines.
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Register patients.
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Process patients change of address and be aware
of practice boundaries.
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Contacting patients to help manage recall lists.
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Photocopy as requested.
Computer
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Use of System 1 online GP record system,
Outlook, Microsoft Teams, Pharma-outcomes and Clarity Teamnet.
Other Tasks
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Clear rooms after surgeries.
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Ensure building security have thorough
knowledge of doors/windows/alarm.
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Any other tasks allocated by managers.
Confidentiality:
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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.
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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.
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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, the practice health &
safety manual, and the practice infection control policy and published
procedures. This will include:
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Using personal security systems within the
workplace according to practice guidelines.
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Identifying the risks involved in work
activities and undertaking such activities in a way that manages those risks.
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Making effective use of training to update
knowledge and skills.
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Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards.
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Actively reporting of health and safety hazards
and infection hazards immediately when recognised.
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Keeping own work areas and general/patient areas
generally clean, assisting in the maintenance of general standards of
cleanliness consistent with the scope of the job holders role.
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Undertaking periodic infection control training
(minimum annually).
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Reporting potential risks identified.
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Demonstrate due regard for safeguarding and
promoting the welfare of children.
Equality and diversity:
- The post-holder will support the
equality, diversity and rights of patients, carers and colleagues, to include:
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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.
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Respecting the privacy, dignity, needs and
beliefs of patients, carers and colleagues.
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Behaving in a manner that 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, with such training to include:
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Participation in an annual individual
performance review, including taking responsibility for maintaining a record of
own personal and/or professional development.
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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:
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Alert other team members to issues of quality
and risk.
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Assess own performance and take accountability
for own actions, either directly or under supervision.
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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.
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Work effectively with individuals in other
agencies to meet patients needs.
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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:
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Communicate effectively with other team members.
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Communicate effectively with patients and
carers.
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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 where appropriate.