Main Duties, Outline Responsibilities Ensuring an effective and efficient telephone service is provided to patients and any other callers to the Practice Ensuring an effective and efficient reception service is provided to patients and any other visitors to the Practice Dealing with all general enquiries, explain procedures and make new and follow-up appointments Ensuring that patients with no prior appointment but who need urgent consultation are seen in accordance with Practice guidelines. Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure relevant procedures are completed. Advising patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same Informing patients of test results as required Acting as chaperone when required by the clinician and make a record in patients notes after the examination Premises: To open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients. When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated. Ensuring accurate completion of new patient registration forms Actioning and completing Footfall requests Managing generic email inboxes and distribute incoming emails across the organisation Scan / Email MCCD (Medical Certificate for Cause of Death ) to register office and inform next of kin via telephone to arrange appointment to register death Processing 111 and OOH documents Processing basic repeat prescription requests Processing PIP and MHA forms Patient/Client Care Support Contacting patients via telephone and/or letter is required by the post holder in delivery of the responsibilities of this role. Additionally, the post holder will update patient/medical records, act as chaperone when requested, greet patients when working in reception and inform patients of test results. Communication and Information Internally the post holder will be required to liaise with the Reception Supervisor, GPs, clinicians and wider internal staff in order to effectively discharge their responsibilities. The post holder will be required to contact patients both remotely and face to face as part of this role The highest standards of confidentiality will be required by the post holder. In addition, 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-judgmental and respects their circumstances, feelings priorities and rights. Information systems and software responsibilities include use of: SystmOne, Footfall, AccuRX, ICE System Corporate Responsibilities To conduct yourself in a manner consistent with the Practices values and behaviours To work to the highest standard of care in order to promote the Practice as a quality care provider To adhere to the Practices standards and expectations as communicated through policy and briefings To represent the Practice as required at external meetings and functions and to act as an ambassador for the organisation. To work flexibly in order to ensure that the Practice delivers effective, individual and compassionate care. To participate in relevant staff training (including compliance with mandatory training requirements) To actively participate in the staff appraisal process Collaboration, teamwork and relationships To work and collaborate with other members of the ENMP team to ensure delivery of satisfactory performance, governance and management of risk relative to role To promote and constructive working relationships both internally with colleagues and with external organisations To work effectively in collaboration with clinicians and managers of other health and social care organisations within the health system where there are common interests Quality and Efficiency To work proactively in order to identify areas for quality improvement and efficiency Safety To ensure compliance with safe systems of work and that all necessary health and safety requirements are met including the reporting of hazards and accidents To work to high standards of infection control appropriate to role Confidentiality and Information Governance To ensure patient/staff confidentiality and information governance standards are maintained and respected at all times. The postholder will have no specific financial, budgetary or contract management responsibilities. All staff at ENMP are required to demonstrate a duty of care with respect to resources issued to them (equipment and supplies) and to maintain a safe and compliant work area. Financial, budgetary and contract management As part of the role, the post holder will accept patient payments for private services and issue receipts as appropriate. Organisational Policy The post holder is expected to follow established policies and procedures. Task management (including work related planning) The post holder is expected to manage own varied workload. Decision Making The post holders autonomy in decision making will be bound by the processes in which they operate.