Job responsibilities
JOB PURPOSE:
The purpose of this multi-skilled role is to undertake a
wide range of administration duties as well as face to face and telephone
interactions with patients and visitors of Inclusion, in our busy
administration office and reception areas.
o Provide
a high quality and effective reception and administrative support service which
promote good customer service and effective working relationships.
o Receive,
assist and direct patients in accessing services in a courteous, efficient and
effective way.
o Offer
general assistance to the wider team and project a positive and friendly image
to patients and other visitors, either in person or via the telephone
o Undertake
a variety of administrative duties to assist in the smooth running of the
practice.
o
All Administrators at Inclusion are expected to be able to cover the roles and
responsibilities of a receptionist / administration staff at the surgery at any
time when required to do so as part of our rota and the job description.
MANAGEMENT OF APPOINTMENT SYSTEM:
o Ensure
total familiarity with all appointment systems including regular and incidental
variations including choose and book appointment system
o Book
appointments and recalls ensuring sufficient information is recorded to enable
retrieval of the medical record
Monitor effectiveness of the system and report any problems
or variations to Reception/Administration Manager
ADMINISTRATIVE SUPPORT:
Administrative support to members of the primary care health
team and patients in any of the following areas ensuring appropriate practice
records are kept up to date:
o To
make appointments, bookings and admissions as required.
o To
establish and maintain filing and administrative systems so that written or
computer information is easily accessible and secure.
o File
patient records and correspondence in patient medical records. o Tasks
- Completing own tasks on workflow list.
o Templates
& documents - Importing new & amending existing ones & deleting
outdated ones o To assist with the gathering of statistics and information when
required. o Process
incoming and outgoing mail for the building and ensure distribution to the
relevant departments. o General
administration duties such as photocopying and filing o E-Referrals. Setting up all the various types of patient
referrals including community, hospital and 2 week wait referrals. Actioning
any e-Referral queries
o Register
new patients at the practice o Arrange
patient transport/ambulance where necessary
o Maintain
and keep up to date all safe guarding patient records and keep medical records
updated of all correspondence
o Invite
patients who are not up to date with their immunisations for screening o Processing scanned workflow, and
scanning documentation on to patient records.
o Be
able to learn and take on any additional administrative role when asked to do
so and as part of your career progression.
o Ensure
records are kept neat and tidy and in good general repair.
o Ensure
any changes in patient details i.e. address telephone numbers etc. are altered
on the patients medical record when required.
o Ensure
all patient contacts are documented in the patients computerised medical
record. o As
an Administrator at Inclusion you will be expected to take administrative
responsibility of patient care.
o Maintain
effective and efficient office systems, including filing, post, and accessing
electronic diaries etc. o Photocopying
and word processing documents, letters, emails, when required.
o Operate
and maintain a room booking system for use of clinic rooms.
o Perform
other duties as reasonably requested, in line with the responsibilities of the
post
COMMUNICATION AND RELATIONSHIPS
o At
all times provide a professional, calm, friendly, effective and efficient
reception service to service users, relatives and visitors where tact or
persuasion skills are required.
o Deal
with all general enquiries relating to the building and explain procedures when
necessary.
o Liaise
on a day-to-day basis with all other relevant colleagues, to ensure positive
experience is maintained to a high standard.
o Develop
effective relationships and working arrangements with other professional
colleagues and agencies, to ensure the smooth delivery of care for
patients. o Vary the style and level of
communication with individuals in order to meet the differing levels of
understanding. Use interpreter systems such as Language Line
o Ensure
clear lines of communication and work collaboratively with all relevant health
care professionals and agencies.
o Ensure
that all callers/users of the service are dealt with in a polite and
professional manner, showing sensitivity as appropriate.
o Communicate
with service users sensitive information in a way that takes into account
their level of understanding and any barriers that may have an impact on the
individual receiving and understanding of the information, which may be
communicated face to face or over the telephone on a frequent basis.
o Answer
telephone calls, transfer calls as required or take routine messages and direct
to appropriate staff.
PLANNING AND ORGANISATION
o Organise
own day to day work tasks or activities/plan and organise straightforward
activities, some ongoing.
o Maintain
effective and efficient office systems, including filing, post, and accessing
electronic diaries etc. o Promote
the image of the practice, checking that notices and leaflets are up to date
and well presented. o Prepare
and maintain the reception and waiting areas and ensure public areas are clean
and tidy.
o When
the premises officer is on leave required to perform opening and closing
procedures to the reception area.
PHYSICAL ELEMENT OF THE ROLE o The
post requires some physical effort depending on the area of work
MOST CHALLENGING PART OF THE JOB o Working
in a non-clinical environment i.e. drop-in centres used by this homeless
chaotic vulnerable group whilst maintaining patient confidentiality.
o To
be aware of potential risk when dealing with the demanding needs of this group
of people who, because of their lifestyle, may be under the influence of either
drugs or alcohol (or both) together with mental health problems or learning
difficulties.
o Maintain
politeness and calmness while dealing with emotional and often volatile
patients.
STAFF AND TRAINING:
o Making
sure that all aspects of staff training relating to your role and working at
Inclusion is completed in a timely manner and updated at the prescribed
intervals. This including all aspects of Bluestream and any other online
training.
o Participate
in continuing personal development and life-long learning, identifying any
relevant training needs.
o Participation
in an annual individual performance review, including taking responsibility for
maintaining a record of own personal and/or professional development
SYSTEMS AND EQUIPMENT
o Good
knowledge of IT and ability to use a computer
SAFEGUARDING RESPONSIBILITIES
Inclusion takes the issues of Safeguarding Children, Adults
and addressing domestic violence very seriously. All employees have a
responsibility to support Inclusion in our duties by:
o Attending
mandatory training on Safeguarding children and adults; o Making
sure they are familiar with their requirements under relevant legislation;
o Adhering
to all relevant national and local policies, procedures, practice guidance
(e.g. LSCB Child Protection
Procedures and Practice Guidance)
and professional codes; o Reporting any concerns to the appropriate authority/Safeguarding
Lead
INFECTION CONTROL
To support Inclusion in achieving a reduction in Health Care
associated infections i.e.
o To carry out duties placed on employees by the Health Act 2006; o To
be familiar with, and comply with Trust Policies / guidelines on infection
control; and o To attend all mandatory training in relation to infection
control.
RISK MANAGEMENT / HEALTH AND SAFETY
Employees must be aware of the responsibilities placed on
them under the Health & Safety at Work Act 1974, ensure that agreed safety
procedures are carried out and maintain a safe environment for employees,
patients and visitors.
SMOKING AT WORK
Inclusion operates a non smoking policy. Employees are not
permitted to smoke anywhere within the premises or smoking during working time
and when representing Inclusion.
POLICIES AND PROCEDURES
Inclusion employees are expected to follow policies,
procedures and guidance as well as professional standards and guidelines.
Copies of Inclusions policies can be accessed via Trello, Staff Handbook or via your Manager/ HR Department
