Job Purpose The purpose of this post is to help provide a smooth running reception area and efficient office systems for the benefit of patients, doctors, other staff members. Calm, friendly reception of patients & any other visitor to the practice is of prime importance patients & visitors should be made to feel welcome. Requirements of the Post Resilience is key to this role due to high patient demand for our services, and challenging behaviours Ability to multitask under pressure Ability to use own judgement Be resourceful Work under pressure without direct supervision Have excellent communication skills Endless patience Be reliable and flexible Capable of performing accurately any function requested of them Confidentiality must be observed at all times Organisational Relationships The post-holder will work under the supervision of the Reception Manager and liaise with other members of the Reception Team. The post-holder will work strictly in accordance with practice administrative and clinical guidelines and protocols. Communications & Working Relationships within the Practice The post-holder should recognize the importance of effective communication within the Practice Team and will strive to Communicate effectively with other team members Communicate effectively with patients and carers. Recognize peoples needs for alternative methods of communication and respond accordingly AREAS OF RESPONSIBILITY To work and function effectively as an integral part of the practice non-clinical team, interacting with both patients and colleagues in a professional manner at all times To undertake a range of duties and procedures according to skill, knowledge and competency Be able to clearly present the patients point of view to others Enable patients to access the appropriate health professional within the whole practice team To communicate factual information to patients and carers using sensitivity and tact To work under the supervision of the Reception Manager on a day to day basis. To be able to participate in basic life support procedures if required. MAIN JOB TASKS Reception Reception of patients consulting with members of the practice clinical team or private practitioners Answering patient queries Telephone Have good working knowledge of telephone system/answerphone system during and out of hours Answer the telephone and operate the telephone system Answer patient queries Give investigation results after assessment by the relevant GP & adhering to confidentiality/disclosure policies Take messages for the practice team according to protocol Direct telephone calls to relevant practice team member Contact Hospitals on doctors request when seeking urgent hospital admission or consultant advice Contact pathology laboratory regarding investigation results when requested. Know current password Liaise with ambulance service for emergency transport requests or advance hospital transport bookings Appointments/Home Visit Requests Have good working knowledge of operating computerised clinical appointment system including regular and incidental variations i.e. emergencies/leave/locums etc. Operate appointment systems for the practice team members for today and advance appointments Deal with requests for home visits according to protocol Report any problems to the Reception Manager Repeat Prescribing Receive repeat prescription requests Process above requests on clinical computer system in accordance with practice protocol Ensure repeat prescriptions are prepared within the agreed turnover period Forward repeat prescriptions to pharmacy/home delivery scheme/nursing homes where appropriate Deal with repeat prescribing queries Be aware of prescription security arrangements Registration Follow current registration guidelines i.e. open/closed list Distribute/receive correct paperwork i.e. questionnaires Register patients as necessary under rules for Immediately necessary/Temporary Resident Book new patient medicals where appropriate Administration To have a thorough knowledge of all Practice procedures & policies Work in accordance with such procedures & policies Check patient records for BP and Smoking status in line with current guidelines flag notes where appropriate File hospital correspondence/investigation results in accordance with protocol Deal with Notes Please & action requests Fax & photocopy as necessary Action changes of address Deal with death notifications according to practice protocol Computer Be aware of computer security at all times Log on and off at the beginning of your shift Know and operate the relevant backup procedures for the clinical system and appointment system Complaints Know procedure of how to deal with a complaint Significant Event Recording Record significant events according to protocol Building Security Have working knowledge of alarm systems fire/intruder/panic alarms Know & operate open and close of day procedures Be aware of security at all times Non NHS Practice Have working knowledge of Non NHS clients and services provided to them Book appointments for clients Have working knowledge of Non NHS Fees and advise patients/clients as appropriate Charge for Non-NHS services where appropriate Record income and issue receipt Pass client information to administrative team for invoicing where appropriate Other Tasks Handling of pathology specimens in accordance with practice policy Receive vaccine deliveries and deal with appropriately Act as chaperone where requested by members of practice team Keep the reception office tidy Attendance at staff meetings Making tea & coffee Any other delegated duties considered appropriate to the post