The following are the core responsibilities that can be expected of the role. There may be, on occasion, a requirement to carry out other tasks dependent upon factors such as workload and staffing levels. To answer telephone calls and reception desk queries promptly and professionally. To coordinate appointment requests via the online consultation triage.
To resolve a wide variety of patient queries received by telephone, in person and in writing. Including: prescriptions, medications, service contacts, specialist referrals, test results, scans and x-rays. Identify urgent matters and refer to the clinical team / triage doctor as appropriate. To accurately update and monitor patient records including, booking appointments, patient registrations, change of address.
To deal with patient concerns and complaints in a calm and professional manner. To assist with routine monitoring and recalls for clinics. Using telephone calls, text messages and letter writing. To liaise with other healthcare professionals, secretaries and administration teams with regards to coordinating patient care.
To assist with incoming/outgoing post, scanning and recording of clinical information on patients medical records. To keep up to date with practice information including policy and procedure changes, staff rotas and service provisions. To work as a positive and supportive team member, providing cover for similar posts as required.