Job summary
:
Receive, assistand direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Provide generalassistance to the practice team and project a positive and friendly image topatients and other visitors, both in person and via the telephone.
Job responsibilities:
Administration
1. To have a thorough knowledge of all practice procedures
2. To work in accordance of written protocols
3. Fax and photocopy as requested
Reception
4. Receiving patients, consulting with members of practice team
5. Handing letters/reports/results to patient and checking names and address.
6. Be able to cover all reception position as necessary
Appointments
7. Process appointment requests for today/future appointments from patients by telephone and in person.
8. Deal with visits/requests
Computer
9. Registrations of new patients computer data entry and medical records
10. Process patients changes of address computer data and medical records (have knowledge of practice area)
11. Process repeat prescription requests in accordance with practice guidelines
Telephone
12. Have working knowledge of telephone/bleep system, during and after hours
13. Clear rooms after surgeries
14. Ensure building security have thorough knowledge of doors/windows/alarm
15. Any other tasks allocated by managers
Confidentiality:
16. 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
17. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare 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
18. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & safety:
The post-holder will assist in promoting andmaintaining their own and others health, safety and security as defined in thepractice health & safety policy, the practice health & safety manual,and the practice infection control policy and published procedures. This willinclude:
19. Using personal security systems within the workplace according to practice guidelines
20. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
21. Making effective use of training to update knowledge and skills
22. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
23. Actively reporting of health and safety hazards and infection hazards immediately when recognised
24. Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
25. Undertaking periodic infection control training (minimum annually)
26. Reporting potential risks identified
Equality and diversity:
The post-holder will support the equality,diversity and rights of patients, carers and colleagues, to include:
27. 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
28. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
29. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professionaldevelopment:
The post-holder will participate in any trainingprogramme implemented by the practice as part of this employment, with suchtraining to include:
30. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
31. 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 qualitywithin the practice, and will:
32. Alert other team members to issues of quality and risk
33. Assess own performance and take accountability for own actions, either directly or under supervision
34. 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
35. Work effectively with individuals in other agencies to meet patients needs
36. Effectively manage own time, workload and resources
Communication:
The post-holder should recognize the importance of effectivecommunication within the team and will strive to:
37. Communicate effectively with other team members
38. Communicate effectively with patients and carers
39. Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution tothe implementation of services:
The post-holder will:
40. Apply practice policies, standards and guidance
41. Discuss with other members of the team how the policies, standards and guidelines will affect own work
42. Participate in audit where appropriate
Person Specification
Qualifications
Essential
43. GCSE grade A to C in English
44. Customer Service
Desirable
45. GCSE grade A to C in English
46. Customer Service Qualification
Experience
Desirable
47. Experience of working in a call handler or receptionist role
48. Administration experience
49. Experience of working in a GP practice
50. Experience working in a fast paced environment