The main duties of the role: Dealing with all appointments and patient requests, ensuring surgery time is effectively utilised. Allocating pre-bookable and urgent appointments appropriately and monitoring the flow of patients during surgeries. Deliver active signposting, providing patients with a first point of contact directing them to the most appropriate source of help. Ensuring patients are booked in with the right clinician or service.
Carrying out all clerical tasks to prepare for surgery sessions, ensuring clinical staff have the patient documentation necessary to undertake consultations and procedures efficiently. Providing a comprehensive reception service, responding to a range of enquiries in a polite, caring and efficient manner. Adherence to Practice protocols and dealing with difficult situations in a calm and controlled manner. Dealing with telephone requests and enquiries in a courteous manner, referring callers to the appropriate personnel and ensuring messages are relayed in a timely manner, especially those of an urgent nature.
Taking comprehensive details for patients requesting home visits and ensuring these are recorded in accordance with the protocol to allow steps to be taken for triage. Dealing with prescribing requests, ensuring that prescriptions are approved, prepared, signed and ready for issue within agreed timescales. Arranging appropriate follow-up for patients who need to be seen. Undertaking and ensuring all aspects of patient registration are carried out in a timely way.
Promoting services and educating patients to improve their experience - Patient Partner, Online Access, eConsult, Extra Care service etc. Maintaining manual patient records in a tidy, accurate and up to date condition (both own staff files and overall filing system). Tracking missing files and documents required by clinical staff. Ensuring that changes in patients details and circumstances are recorded accurately and actioned on both the manual and electronic record system.
Undertaking a variety of clerical tasks in support of patients service activity, including interpreter bookings, insurance and benefit documentation, vaccinations, breast screening etc. Explaining Practice arrangements and requirements for new patients seeking care, ensuring all documentation is completed. Participating in extended hours rota, providing clerical support to the appointment surgery and working alongside the Doctor on call. Taking payments for some services Attending Practice and Primary Care training sessions as required.