MAJOR DUTIES AND RESPONSIBILITIES OF THE POST Reception Duties To greet patients at the reception desk and deal with their enquiries in a professional manner To handle telephone enquiries in a professional manner To instruct patients on the correct use of the Automatic Check in Machine To make, alter and update appointments for patients on the computer systems according to set protocols To assist with patients enquiries on the telephone in a professional manner To accurately extract and re-file patient records as and when required To provide advice and information to all users and visitors of Violet Hill House and associated health teams To provide holiday and sickness cover for reception team Keep reception area and desk efficient and tidy To pass on relevant information to team members to ensure continuity of care and staff efficiency Maintain security and confidentiality of persons, equipment and information Clerical Duties Inputting patient information on AskmyGP and actioning enquiries received from patients Opening and distributing the daily delivery of post and posting it as required Accurate and timely use of the franking machine Registering patients and accurately entering data onto the computer Ensuring that the patient data base is accurately maintained by entering changes in address, name and other information on SystmOne and associated data systems according to protocols Accurately entering and updating clinical data on the computer records according to protocols Accurately compiling cervical smear forms, blood forms and associated data Accurately entering Temporary Resident details onto the computer Keep up to date with all protocols and amendments Dealing with the incoming and outgoing delivery of post to Suffolk Health Authority and Violet Hill House Accurately updating computer and paper data according to protocols Undertake additional administrative duties as required Maintain accuracy of all information given and data entered Maintain accurate knowledge of, and keep updated all written reception protocols Any Other Delegated Duties Considered Appropriate To The Post 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 and Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health and 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 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-judgemental 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, 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