The majority of our patients have never had to book their own appointments or use NHS services directly and need guidance and education on the most appropriate services for their needs and how to access these. Along with dealing with patients, there is contact with various outside agencies such as the UEA, hospitals, ambulance service, pharmacies, and internal staff. This role involves helping to maintain a close and efficient working relationship while adhering to GDPR (data protection) and confidentiality.
Responsibilities include:
1. Assisting with the management of patient appointments into various clinics.
2. Dealing with enquiries and assisting with medication management (requests, queries, etc.).
3. Signposting to other NHS services as appropriate.
4. Processing new patient registrations and other administrative duties.
5. Key holder duties - opening premises and setting up reception for the day, closing down and locking up.
6. Dealing with patient queries and requests over the phone and face-to-face in reception.
7. Booking patients into various types of clinics for routine and urgent appointments.
8. Sending clinical questionnaires and text messages accordingly.
9. Acting as a chaperone for doctors/nurses when requested.
10. Using initiative to decide the most appropriate appointment type for each patient enquiry and signposting to other services as appropriate.
11. Answering general enquiries, explaining surgery procedures, and transferring and directing phone calls as appropriate.
12. Taking and delivering messages promptly and dealing with internal correspondence.
13. Managing repeat prescriptions, processing requests, and reviewing usage within administrative guidelines.
14. Receiving and directing patients upon arrival in a courteous and efficient manner.
15. Handling workflow (i.e., scanning, data input) of documents relating to patient medical records.
16. Updating patient contact information and entering data onto medical records.
17. Registering new patients and temporary residents, including data entry onto the computerized system.
18. File management and reorganizing individual patient records.
19. Assisting with recalls for various vaccinations/boosters.
20. Ensuring that the reception area and waiting room are tidy and secure for incoming colleagues.
21. Restocking supplies and scanning/photocopying documents as required.
22. Supporting colleagues in training new staff where appropriate.
23. Performing any other duties appropriate to the post, including a share of sanitizing premises in accordance with infection control guidelines and assisting with COVID vaccination clinics (admin) in practice/offsite if required.
This job description is not exhaustive. This is a fast-paced, complex, active role. Full training and support will be provided in-house.
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