REPORTS TO: DEPUTY/PRACTICE MANAGER
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide 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.
Job Responsibilities:
1. Administration: First point of contact per patient queries. Direct access to Social Prescriber and Mental Health teams, Patient Participation Group. Have a thorough knowledge of all Practice procedures. Work in accordance with written protocols. Filing post in medical records. Fax and photocopy as requested.
2. Reception: Receiving patients consulting with members of the Practice team. Handing completed repeat prescriptions to patients and checking names and addresses. Be able to cover all reception positions as necessary.
3. Appointments: Process appointment requests for today and future appointments from patients by telephone and in person. Deal with visit requests.
4. Computer: Registrations of new patients, computer data entry and medical records. Process patients' change of address, computer data, and medical records (have knowledge of Practice area). Process repeat prescription requests in accordance with Practice guidelines (if necessary in the absence of prescription clerks).
5. Telephone: Any other tasks allocated by managers.
Confidentiality:
In the course of seeking treatment, patients entrust us with sensitive information regarding their health. They expect that staff will respect their privacy. The post-holder may have access to confidential information relating to patients, their carers, Practice staff, and other healthcare workers. All such information is to be regarded as strictly confidential and may only be divulged to authorized persons in accordance with the Practice policies and procedures.
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. This includes using personal security systems, identifying risks in work activities, and maintaining work areas in a tidy and safe manner.
Equality and Diversity:
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, acting in a way that recognizes the importance of people's rights and respecting their privacy, dignity, needs, and beliefs.
Personal/Professional Development:
The post-holder will participate in any training program implemented by the Practice, including participation in an annual individual performance review and taking responsibility for maintaining a record of their personal and/or professional development.
Quality:
The post-holder will strive to maintain quality within the Practice by alerting team members to issues of quality and risk, assessing their own performance, and contributing to the effectiveness of the team.
Communication:
The post-holder should recognize the importance of effective communication within the team and strive to communicate effectively with team members, patients, and carers while recognizing the need for alternative communication methods.
Contribution to the Implementation of Services:
The post-holder will apply Practice policies, standards, and guidance, discussing with other team members how these will affect their work and participating in audits where appropriate.
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