Job responsibilities Job Title: Patient Care Adviser Purpose of the post: To provide a confidential and comprehensive reception service to GPs and other members of the Practice team. Responsible to: Patient Care Adviser Lead Hours: Job summary To provide a comprehensive reception service to achieve an efficient and effective service in providing the best possible care to patients. Receptionists will: Greet people in a professional and courteous manner Pass on relevant information and answer queries Assist people to access the services they need Undertake a variety of reception duties to assist in the smooth running of the Practice Have a lead area of duties, as designated by the Admin Lead Duties and Responsibilities in line with Practice policies and procedures: Utilise electronic communication processes, as per the practice protocol Answer the telephone as a priority Book/cancel appointments Take messages accurately and pass on in a timely manner Organise home visit requests Deal with general enquiries and verbal complaints Open paper mail, date stamp immediately and sort. To forward any queries relating to prescriptions to the Pharmacist/Medicine Management Coordinator Give out pathology results to patients as required Register new patients and temporary residents Greet and direct patients and visitors Organise translators Respond to the needs of GPs, Nurses and Pharmacist to enable efficient clinics Input and extract information from the Practice computer system Update the clinical system with information e.g. smoking, ethnicity Provide summary of patient records when requested Action change of address notification Any other filing, record keeping and distribution of documents as appropriate Effectively liaise with Practice, Primary Care Organisations, patients and other external organisations to assist promptly with the resolution and administration of queries Fully utilise EMIS Web and other IT systems To fulfil the role of Practice Champion for a named area such as veterans, diabetes etc Monitor and check tasks and work flows Communicate effectively with the reception team to ensure policies and procedures are kept up to date Keep directories and data bases up to date to ensure an efficient work flow Demonstrate duties to new or less experienced staff Resolve job related issues, including patient documentation and help resolve minor problems Photocopying Dealing with mail internal and external Attend meetings when required To work safely at all times in accordance with legislation and Practice policies and procedures Be flexible both in the availability and being able to cover for colleagues absent from work due to annual leave or sickness To work as part of the Practice team and become involved in staff training of IT skills as necessary Any other reasonable duties requested by the Managers or GP This list is not exhaustive In addition to the above, the post holder will show respect and courtesy to patients and colleagues, maintain confidentiality of patient and other Practice information at all times. Working occasional extra hours may be required. The job description is not exhaustive and may be adjusted periodically after review and consultation. You will be expected to carry out reasonable duties which may be requested from time to time. Working relationships General Practitioners Practice Operations Manager, Business & Finance Manager, Patient Care Adviser Lead & IT & Admin Lead Other members of secretarial team Members of the Practice/community nursing team Other members of the Primary Health Care Team Patients Outside agencies e.g. Secondary Care Trusts, Community Services All members of staff may be asked to attend periodic Staff Meetings, which may be held outside their normal working hours. They may also be required to work extra hours covering for holidays and sickness. Conditions of employment including hours of work, holidays etc are covered in your Contract of Employment. The staff handbook contains employment policies 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, carers, Practice staff and other health care 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 health care workers or the business of the Practice may only be divulged to authorised persons in accordance with Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. 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, 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-judgmental and respects their circumstances, feelings priorities and rights Personal 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 skills 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 This job description is not exhaustive and the post holder will be expected to perform any other duties, appropriate to the grade, requested by the Practice Operations Manager or Business & Finance Manager.