Reception and Administrative Duties: Leadership: Ensure the delivery of high-quality patient services within a safe and efficient work environment by providing effective support to clinicians and staff. Maintain a calm and professional reception area, addressing disruptive behaviours politely and safely, and escalating to management when necessary.Stay informed of any updates or changes in practice guidance and team procedures. Assist in training new reception team members. Front Desk: Be the first point of contact for patients, projecting a positive and friendly image to patients and visitors.
Assist with any queries, whether in person, over the phone, or online. Handle patient enquiries efficiently and courteously. Manage the flow of patients arriving at the reception for appointments or inquiries. Process payments and issue receipts for non-NHS services.
Ensure the reception area, noticeboards, and leaflet dispensers are clean, tidy, and free from obstructions. Registrations and Appointments: Register new patients and schedule appointments. Assist with care navigation, helping patients find the most appropriate clinician or service, both within and outside the practice. (Training will be provided.) Monitor incoming E-Consult messages, scheduling appropriate appointments or directing them to appropriate member of staff.
Accurately record and assess requests for emergency appointments / home visits based on urgency, following practice protocols. Once trained, act as a chaperone for patients during GP appointments when requested. Arrange interpreting services for patients as needed. Communication: Answer incoming phone calls promptly and professionally, ensuring calls are documented and acted upon or redirected as appropriate.
Coordinate with GPs, Nurses, and the clinical team to relay information, follow up on documentation, results, and appointments. Monitor the reception email account, actioning requests and escalating urgent matters to them to appropriate member of staff when necessary. Liaise with GP's and clinicians to forward concerns, follow up on samples, letters, prescriptions, and other paperwork. Prescriptions and Certificates: Assist with processing prescriptions and addressing patient queries related to prescriptions.
Handle Cremation Forms and Death Certificates, notifying relevant departments and accurately documenting details of the passing. Data Handling: Timely action EMIS tasks and DOCMAN workflow. Update and maintain patient records through accurate data entry. Manage incoming correspondence via post and electronically.
Miscellaneous: Safely accept and record vaccine/medication deliveries, ensuring correct storage and informing relevant departments. Open and lock practice premises as needed, ensuring security protocols are followed. General Duties: Collaborate professionally with colleagues at Albany House Surgery, fostering strong working relationships. Contribute to the development of services, including improving processes, templates, and principles.
Participate in any required statutory, mandatory, or additional training and development programs.