Job Summary:
The purpose of the role is to:
- This role primarily involves assisting with incoming patient telephone calls and supporting the smooth booking of appointments and enquiries. You will be based and will work within the telephone hub, where the majority of your working hours will be spent answering and handling telephone calls
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- 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
- Undertake a variety of administrative duties to assist in the smooth running of the practice
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
- Maintain accurate information on the practice computerised clinical system including appointment availability and patient demographics
- Working within the telephone hub requires you to wear a headset with microphone to answer telephone calls easily and efficiently
- Patient confidentiality is of the upmost importance; you will receive the appropriate training for this role
Duties and Responsibilities:
Duties may be varied from time to time under the direction of the Patient Services Manager, Patient Services Supervisor or Practice Manager/Assistant Practice Manager, dependent on current and evolving practice workload and staffing levels and may include any or all in the list below.
Reception:
- Answering the telephone promptly and courteously
- Taking and recording requests for home visits – passing on urgent requests immediately
- Taking and recording messages accurately
- Ensure the appointment protocol is followed and the clinical system is updated accordingly.
- Receiving, and directing appropriately, patients consulting with members of practice team
- Handing completed repeat prescriptions to patient ensuring appropriate checks are made.
- Receiving clinical specimens from patients and ensuring that they are sent to the laboratory in a timely fashion
- Opening and preparing premises punctually in the morning as required
- Receiving payments and issuing receipts
- Booking transport
- Request Interpretation service
- Giving results as per the practice procedure
- Process appointment requests for on the day and future appointments from patients by telephone, electronically and in person
- Be able to cover all reception duties as necessary
Administration:
- To have a thorough knowledge of all Practice procedures
- To work in accordance with written protocols
- Pulling/filing notes for surgeries and update as necessary
- Email, fax and photocopying as requested
- Renewing files of new patient’s notes as necessary
- Opening and distributing incoming mail
Computer:
- Registrations of new patients – computer data entry and medical records.
- Process patients change of address (have knowledge of practice area.)
- Process repeat prescription request in accordance with practice guidelines
- Scanning and data entry into medical records
- Process online access requests in accordance with practice guidelines
- Process eConsult and practice emails as required
Other Tasks:
- Ensure building security – have thorough knowledge of doors/windows/alarm.
- Preparing and tidying consulting rooms replenishing stock and stationery as necessary
- Providing holiday or additional cover for colleagues
- Ensure patient information leaflets are up to date, and information is available in the waiting room and clinical rooms
- You will be required to complete mandatory training and any other training that is appropriate to your role
- Attend BASE days and other training events
- Any other tasks allocated by managers
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 people’s 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
- 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 team’s 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 people’s 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.
Please note: This role requires you to work all year round, it is NOT a term time only vacancy.
Required: A Full UK Driving Licence is Required
Pay: £12.71 per hour
Benefits:
- Company events
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
Work Location: In person
