The following is not an exhaustive list of duties, but is indicative of the work that will be required. Duties are allocated within the team by the Operations Manager. The practice works in the ever-changing environment of the NHS and the tasks required will change from time to time. Following Practice policies, protocols and guidelines, duties will include: Reception duties Ensure that all patients, visitors and staff receive a friendly service and their enquiries are dealt with efficiently.
Provide a welcoming and efficient telephone and counter service, managing own time to ensure waiting times are kept low. Explore patient queries and requests fully, taking account of information in the medical record, to ensure that enquiries are handled by the most appropriate person, without the need for a clinician appointment when appropriate, and that any appointments booked are the most appropriate for the request. Refer to procedures, guidance, colleagues or senior staff when unsure. Book, cancel, rearrange and receive patients for appointments.
Explain systems to patients, e.g. appointments system, repeat prescriptions system. Take payment from patients for chargeable services, ensuring they are correctly recorded, that a practice receipt is issued on every occasion and that cash/card machine printout is placed in the designated secure place with the appropriate copy of the receipt. Open and lock up the building as required, ensuring correct procedures are followed.
Extract and file medical records and correspondence accurately. Register new patients and process changes of details, ensuring all checks are made. Collect information from patients and enter accurately into the computer system, as requested. Respond appropriately to any potential emergency situation, ensuring access to care is not delayed.
Arrange ambulances and interpreters. Keep track of all tasks and ensure they are completed in a timely fashion. The practice occasionally provides services out of normal hours, e.g. student registrations and flu clinics.
The postholder will be required to take part in this. Evening shift: patients may occasionally be on the premises