Job Title
Patient Services Advisor/Reception
Reports To
Patient Services Team Leader
Practice Manager
Job Summary
Receive assist and signpost patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Take full responsibility for areas of work assigned and help others to complete all required tasks within the practice.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Take responsibility for any patient enquiry and follow it through to its conclusion.
Be vigilant in reporting anything of concern to safeguard children or vulnerable adults.
Work flexibly in line with practice requirements to meet the needs of patients.
Carry out other duties, which may, from time to time, be required for the efficient running of the surgery.
Job Responsibilities
* Have a thorough knowledge of all practice policies and procedures and know where to find them.
* Work in accordance with written protocols.
* Pull/filing medical records and update as necessary.
* Fax, photocopy, email, shred and scan as required.
* Check, sort and file new patient paper medical records.
* Receive patients consulting with members of practice team.
* Hand completed repeat prescriptions to patients and check DOB, names, and addresses.
* Accept payments (cash, card or cheque) and issue receipt.
* Action messages and tasks from the GP’s—prioritising them.
* Be able to cover all reception duties as necessary.
* Handover patient information on any issues to incoming staff.
* Register new patients – computer data entry and medical records.
* Process patients' change of address – computer data and medical records (have knowledge of practice area).
* Process repeat prescription requests in accordance with practice guidelines.
* Keep reception areas tidy at all times.
* Process appointment requests for same day and future appointments from patients by telephone and in person as per practice protocol.
* Process visit/telephone advice requests.
* Arrange and record hospital transport requests.
* Have working knowledge of telephone system, during and after hours.
* Ensure practice mobile is charged regularly.
* Ensure building security – have thorough knowledge of doors/windows/alarm.
* Make refreshments for doctors and colleagues on a rota.
* Any other tasks allocated by managers.
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.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:
* Using personal security systems within the workplace according to practice guidelines.
* Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
* Making effective use of training to update knowledge and skills.
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
* Reporting potential risks identified.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behaving in a manner that is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
* Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
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