Job description

Job responsibilities

The job responsibilities detailed within this Job Description form the basis of all non-clinical roles, whether they are patient facing or non-patient facing. All staff should be prepared to undertake a variety of tasks, as required by the business, which may be subject to change from time to time. Each department will have their own priorities on a day to day basis.

Reception:

• Support the Reception Team Leader and Deputy Team Leader in a variety of roles as required.
• Provide the first point of contact for patients and visitors to the practice in a professional manner.
• Handle requests for appointments in line with practice protocol to ensure the efficient running of the practice appointment system.
• Handle home visit requests in line with practice protocol.
• Handle patient queries and enquiries efficiently, both face to face and on the telephone
• Record and communicate messages for other members of the Practice Team and other agencies accurately and without delay.
• To be the main contact point for non-clinical medication related queries from pharmacies, nursing homes, and other health care professionals, to improve the accuracy of patient medication records.
• To deal with and process requests for repeat prescriptions in an accurate and efficient manner.
• Respond to requests for test results from patients and give results where authorise, whilst strictly adhering to guidelines on patient confidentiality.
• Maintain accurate computerised patient records, register new patients on to clinical system, amend registration details and input clinical data in line with practice protocol.
• Deal with all appropriate tasks and items in generated throughout various computerised platforms such as EMIS WEB, Klinik Online Traiage and NHSMail.
• Maintain manual patient records in line with Practice Protocol.
• To develop own role and skills in Care Navigation using available training and support. To actively listen, signpost people to sources of help, advocacy and support, and to help people play an active role in managing their own health.
• Be responsible for the preparation of premises for surgery, ensuring that all consulting rooms and public areas are tidied before and after each surgery session, stocking up items where necessary, in order to provide welcoming environment for patients, visitors and practice team.
• To maintain a clean environment in the surgery at all times, clearing up any mess which occurs during working hours.
• Register new patients as required and be able to explain practice arrangements. Be aware of arrangements for temporary/emergency/Out of Area and Special Allocation patients.
• Liaise with third party practitioners such as District Nurses and Ambulance Services
• Be aware and advise patients of charges for non-GMS services. Collect and administer payments for private services accordingly.
• To undertake on a fair share basis cover for Extended Access opening and additional clinics such as Flu Clinics which fall outside of core GMS contracted hours, as well as cover for colleagues planned and unplanned leave.
• To undertake all necessary training as required by the business.
• In accordance with instruction, carry out any relative duties which may be requested by the Partners, Clinicians, Practice Nurses or Practice Manager and which may be properly deemed to be part of the role of a Receptionist in general practice.
• Remain calm and prioritise tasks whilst working in a busy environment, frequently dealing with competing demands from both patients and members of the practice and attached team.
• Maintain a professional attitude in all communication with patients and members of the practice team.

All members of the staff have to be flexible and willing and able to do each others jobs. Staff must be able to offer cover for absent colleagues where necessary. All staff should be prepared to carry out any reasonable request made by a partner, doctor or the Practice management. All staff are expected to be punctual and arrive at work in enough time so that they are ready to commence their role by their contracted start time.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths (or equivalent)

Experience

Essential

• Experience of working with people in a customer or client facing service.
• Leadership skills an advantage.

Desirable

• Experience of working within a healthcare, NHS or General Practice environment.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Haresfield Surgery

Address

Turnpike House Medical Centre

37 Newtown Road

Worcester

WR5 1HG