Job Summary
The purpose of the role is to:
* Offer 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.
* Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
* Undertake a variety of administrative duties to assist in the smooth running of the practice.
* Facilitate effective communication between patients, members of the primary healthcare team, secondary care, and other associated healthcare agencies.
Duties and Responsibilities
The duties and responsibilities to be undertaken by members of the practice reception team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the reception supervisor/practice manager, depending on current and evolving practice workload and staffing levels.
GENERAL
* Work within the guidelines and policies of the Practice.
* Ensure that safe systems of work are practiced and that the agreed health and safety policies are carried out.
* Be aware of the responsibility of every employee to have regard for safety for themselves and others at work within the health and safety at work act.
* Comply with the practice fire regulations.
* Training requirements will be monitored by yearly appraisal.
* Personal development will be encouraged and supported by the Practice.
* Alert other team members to issues of quality and risk.
* Assess own performance and take accountability for own actions, either directly or under supervision.
* Work on your own initiative and take responsibility for your workload.
* Make suggestions for improvement in processes and procedures to improve efficiency.
* Liaise with other staff and the Practice Manager to find solutions to internal and external problems.
* Support other patient service advisors to maximize support for the clinical teams.
* Ensure all areas are clean and tidy at the end of each day.
RECEPTION DUTIES
* Ensure that all patients and visitors at reception and telephone callers to the practice are greeted professionally and politely.
* Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
* Ensure you are properly logged on to the computer system under the correct usernames and passwords.
* Deal with administrative queries and requests from patients and act as a liaison with the clinicians as necessary.
* Make/cancel/rearrange appointments via the vision system.
* Support and assist the clinicians and Practice Manager.
* Give test results as appropriate.
* Ensure patients are correctly checked in for their appointment and educate patients in the use of the self-check in system.
* Ensure all requests for home visits are logged in the house call book and accompanied with a house call summary.
* Check all consultation rooms to ensure sufficient prescription paper, A4 copy paper, as well as the label printers.
* Confirm and/or amend patient appointments for practice-based appointments or clinics.
* Ensure all mail is opened, checked, and scanned.
* Ensure an adequate supply of stationery and other routine documents are available in the reception and consultation rooms.
* Handle cash and record private fees in the cash book.
START AND END OF THE DAY PROCEDURES
* Open the premises at the start of the day: set alarm by using your key fob or code and make all the necessary preparations to welcome patients.
* Secure premises at end of the day: ensure the building is totally secure, internal lights turned off, computer system secure and alarm activated if you are the last to leave.
* Be involved generally in the maintaining and encouraging of adequate security measures, e.g., locking windows, setting security alarm.
SIGNPOSTING DUTIES
* Signpost patients when appropriate to the following services:
* Minor Ailments Services (Pharmacy)
* Back Pain (Physiotherapy Service)
* NHS Complaints (Operations Manager)
* Carers (Carer Co-ordinator)
* Self Help Information (Patient.co.uk)
CLERICAL DUTIES
* Deal with GP Registration Links including the amendments and deductions of patients.
* Deal with electronic mail from hospital secretaries.
* Monitor electronic test results to ensure prompt review by clinicians.
* Data entry of new and temporary registrations as well as recording post new patient appointment information.
* Scan all patient information in the computerized records.
DATA AND REPEAT PRESCRIBING DUTIES
* Review medical records for new patients, inputting previous practice summary data and past medical history.
* Import and Export medical records.
* Ensure that repeat prescriptions are done accurately and efficiently following protocol.
* Deal with local pharmacies regarding ordering and collection of prescriptions.
* Ensure actions out of your responsibility are passed to a GP for action.
* Deal with requests from patients to collect prescriptions.
* Ensure all acute medication requests are checked by a GP.
* Report any problems to the Practice Manager.
* Process all patient discharge summaries as per the practice procedure.
PREMISES
* Ensure the waiting room for patients is kept clean and tidy.
* Ensure all consultation rooms are regularly prepared with prescription paper and A4 copy paper.
* Ensure all toilet areas are checked on a regular basis.
* Ensure the Staff Kitchen is kept clean and tidy.
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 the job description, the post holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential.
* Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorized persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Personal / Professional 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 personal and/or professional 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 team's performance.
* Work effectively with individuals in other agencies to meet patient needs.
* Effectively manage own time, workload, and resources.
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize people's needs for alternative methods of communication and respond accordingly.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues:
* 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.
Person Specification
Essential
* Ability to self-motivate, organize, and prioritize own workload without direct supervision.
* Ability to work under pressure and cope with stressful situations.
* Ability to work in a team.
* Ability to work in a changing environment.
* Good standard of written and spoken English and good numeracy skills.
* Good keyboard and computer skills.
* Excellent communication skills.
* Attention to detail.
* Experience of dealing with the public.
* Reliable and flexible approach to working hours.
* Telephone handling skills.
Desirable
* Experience working in a healthcare setting.
* Willing to undertake further training.
* Worked with System One.
Benefits:
* NHS pension.
* Parking facilities.
This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post holder commensurate with the position. The responsibilities may be amended, after discussion with the post holder, to consider the development of both the post and the practice. All members of staff should be prepared to take on additional duties or relinquish existing duties to maintain the effective running of the practice.
Job Type: Full-time
Pay: £11.44 per hour
Expected hours: 37.5 per week
Schedule:
* Monday to Friday.
Experience:
* Customer service: 1 year (preferred).
Work Location: In person
Application deadline: 01/10/2024
Reference ID: Birstall Medical Centre Admin
#J-18808-Ljbffr