Reception and Patient Care Navigation: Develop and maintain a thorough knowledge of all practice procedures and work in accordance with written protocols. Provide an effective and efficient reception service to patients and visitors. Liaise with the reactive admin team to delegate general inquiries, explain procedures, and schedule appointments. Direct patients to the appropriate clinician or service, ensuring understanding of practice services.
Explain practice arrangements and procedures to new patients and temporary residents, ensuring protocols are followed. Receive and make telephone calls, ensuring accurate and timely recording and delivery of messages. Enter home visit requests into the clinical system, recording all relevant details and referring to the Duty Doctor when necessary. Process paper repeat prescription requests via the red box when working on the front desk.
Act as a chaperone for clinicians when required. Administrative Support: Assist with general administrative duties and liaise with the reactive and proactive admin team to ensure smooth operations. Complete all mandatory training and maintain knowledge of telephone and other office systems. Show/teach other staff members job responsibilities as needed.
Provide holiday and sickness cover for other members of the Care & Appointments Navigation team. Premises Management: Ensure building security, including knowledge of doors, windows, and alarms. Open the premises in the morning, preparing for the day, and secure it at the end of the day. Confidentiality: Maintain confidentiality regarding patient, staff, and practice information.
Share sensitive information only with authorised personnel in accordance with practice policies. Health & Safety: Promote and maintain health, safety, and security in the workplace. Use personal security systems according to practice guidelines. Identify, manage, and report risks in work activities, including infection control hazards.
Undertake infection control training annually and contribute to cleanliness and tidiness in patient and work areas. Equality and Diversity: Act in a way that respects the privacy, dignity, needs, and beliefs of all individuals. Promote an inclusive, non-judgmental, and welcoming environment for patients, carers, and colleagues. Personal and Professional Development: Participate in training programs and annual performance reviews.
Take responsibility for personal and professional development, including maintaining a record of achievements. Share skills and activities with others undertaking similar work. Quality and Communication: Contribute to quality improvement by reflecting on individual and team performance. Communicate effectively with team members, patients, and carers.
Alert team members to issues of quality, risk, or service improvement. Participate in audits and apply practice policies, standards, and guidance. Safeguarding: Recognise the responsibility to safeguard adults, children, and young people from abuse and neglect. Act in accordance with the practices safeguarding policies and report any concerns appropriately.