JOB SUMMARY:

Assist, actively signpost and navigate patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team.

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 this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. 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 authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• 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.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Process requests for home visits, ensuring carefully recording of all relevant details and referring to duty doctor where necessary.
• Process repeat prescription requests within 48 hours, either electronically or manually.
• Ensure that urgent blood results and tasks are received and passed to the Duty Doctor.
• Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.
• Enter patient information into computerised medical record as required.
• Ensure changes of address are actioned accordingly.
• Deal with electronic tasks from clinicians in a timely and accurate manner.
• Chaperone upon request following appropriate training, adhering to practice protocol and guidelines.
• Undertake any other additional duties appropriate to the post as requested by the partners, management team or patient services team leader.
• Premises:
  o Open up premises at the start of the day when first to arrive and make all necessary preparations to receive patients.
  o When last to leave at the end of the day, ensure that the building is totally secured & internal lights are all switched off.