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. Reception
- Receiving patients consulting with members of the practice team.
- Handing completed repeat prescriptions to patients and checking names and addresses.
- Covering all reception positions as necessary.
- Processing appointment requests for today and future appointments from patients by telephone and in person.
- Dealing with visit requests.
2. Administration
- Having a thorough knowledge of all practice procedures.
- Working in accordance with written protocols.
- Pulling/filing notes for surgeries and updating as necessary.
- Filing post in medical records.
- Photocopying as requested.
- Registering new patients, including computer data entry and medical records.
- Processing patients' change of address in computer data and medical records.
- Processing repeat prescription requests in accordance with practice guidelines.
3. Other Tasks
- Clearing rooms after surgeries.
- Ensuring building security; having thorough knowledge of doors/windows/alarm.
Confidentiality:
In the course of seeking treatment, patients entrust us with sensitive information regarding their health. They have the right to expect that staff will respect their privacy and act appropriately. The post-holder may access confidential information relating to patients, their carers, practice staff, and other healthcare workers. All such information must be regarded as strictly confidential and may only be divulged to authorized persons in accordance with 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 and published procedures. This will include:
1. Using personal security systems within the workplace according to practice guidelines.
2. Identifying risks involved in work activities and managing those risks.
3. Using appropriate infection control procedures and maintaining work areas in a tidy and safe manner.
4. Reporting health and safety hazards immediately when recognized.
5. Keeping work areas clean and assisting in maintaining general cleanliness standards.
6. Undertaking periodic infection control training (minimum annually).
Equality and Diversity:
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues by:
1. Acting in a way that recognizes the importance of people's rights.
2. Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
3. Behaving in a welcoming, non-judgmental manner.
Personal/Professional Development:
The post-holder will participate in training programs implemented by the practice, which includes:
1. Participation in an annual individual performance review.
2. Taking responsibility for maintaining a record of personal and/or professional development.
Quality:
The post-holder will strive to maintain quality within the practice by:
1. Alerting team members to issues of quality and risk.
2. Assessing own performance and taking accountability for own actions.
3. Contributing to the effectiveness of the team by reflecting on activities and making suggestions for improvement.
4. Working effectively with individuals in other agencies to meet patients' needs.
5. Effectively managing own time, workload, and resources.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
1. Communicate effectively with other team members.
2. Communicate effectively with patients and carers.
3. Recognize needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will:
1. Apply practice policies, standards, and guidance.
2. Discuss how these policies will affect their work with the team.
3. Participate in audits where appropriate.
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