MAJOR DUTIES AND RESPONSIBILITIES OF THE POST: To ensure reception is operational between 8.00 am - 6.30 pm Monday-Friday. Utilise the computer system to ensure efficiency of the appointment system and monitor flow of patients into consulting and treatment rooms To receive patients at the reception desk and deal with their requests sensitively and with respect and diplomacy To act on patient requests with respect, sympathy and confidentiality To act in accordance with confidentiality and data protection protocols To make appointments and arrange follow-up appointments over the telephone, face-to-face and from the practice website To deal with angry or upset patients and be able to cope with any unpredictable situations that may arise To liaise with the Treatment Room regarding appointments for minor surgery and to understand the requirements of non-standard appointments Ensure that patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner To assess and advise whether a home visit is necessary and seek urgent advice should a patient request this Registration of new patients including transfer of GP2GP records, deducations and note summarising To process insurance reports and private letter requests Advise patients of relevant charges for private services, accept payment and issue receipts for same, and enter all transactions in petty cash book Respond to all queries and requests for assistance from patients and other visitors Monitor the Practice email system and deal with patient tasks To ensure that requests for acute prescriptions are actioned where possible within one working day Ensure reception and waiting areas are kept neat and tidy Check computerised patient notes/practice notes/e-mail regularly on computer and action as appropriate To ensure all the correct investigation forms are prepared for each surgery/clinic such as blood forms, smear forms etc To print off from the computer or supply any patient leaflets for medical conditions To ensure all confidential material is kept out of public view and is safely locked away each evening To report any computer failure and produce paper documentation as needed. The distribution and collection of patient surveys To deal with any patient complaints in compliance with the practice complaints procedure To be able to operate the photocopier and scanner To ensure that protocols and procedures are written for all reception tasks To be responsible for emergencies between 5.30 pm and 6.30 pm when on late duty