Responsibilities
* Greeting and booking in patients; respond to emailed, telephone, written enquiries and personal callers to the practice; convey messages to doctors and other health care/admin staff according to procedure.
* Make appointments by processing appointment requests using the practice system; carry out clerical typing duties as deemed appropriate.
* Be responsible for the daily handling of patient notes and all associated tasks.
* Process patients' change of address and associated details in computer data and medical records; have knowledge of the practice area.
* Have a working knowledge of the appointments and registration clinical system and the patient check-in systems; have a working knowledge of the document management systems within the Practice to enable efficient handling by staff with patient enquiries.
* Participate in reception cover rotas for extended hours services or covering colleagues' absences as required by the Partnership; support the team in conducting patient surveys to ensure patients can access the service promptly where needed.
* Ensure clinical rooms, reception area and waiting room are left clean and tidy; attend Practice Team meetings to stay up to date with new policies and procedures; undertake training as needed; may occasionally work outside usual contracted times; undertake any other tasks allocated by managers.
* Confidentiality: handle sensitive information with respect for patients, carers, staff and the Partnership; comply with policies on confidentiality and data protection.
* Health & Safety: promote and maintain health, safety and security; use personal security systems as defined by Practice guidelines; identify risks and manage them; maintain infection control procedures and a tidy, safe work environment; report potential risks.
* Equality and Diversity: support rights and dignity of patients, carers and colleagues; act in a welcoming, non-judgmental and respectful manner.
* Personal/Professional Development: participate in training and annual performance reviews; take responsibility for own development and demonstrate learning to others.
* Quality: strive to maintain quality, monitor own performance, work with the team and other agencies to meet patient needs; manage time and resources effectively; raise quality and risk issues as appropriate.
* Communication: recognise the importance of effective communication within the team and with patients and carers; adapt communication methods as needed.
Qualifications & Skills
* Excellent communication skills (verbal and written); ability to use initiative; strong customer service skills; flexible approach to supporting the team.
* Information Technology: familiarity with practice management, appointment systems, document management systems and basic data handling; knowledge of infection control and confidentiality.
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