Duties and Responsibilities Answering the telephone in a professional manner aiming to answer calls in a timely manner and within 3-5 rings where possible. Assist patients with their queries and signpost them to the most appropriate appointment or service. Completing triage questionnaires with patients who are unable to use the online platform (Anima) Prioritising whether calls are urgent or routine and booking patients face to face and via telephone adhering to book on the day slots. Taking accurate and relevant telephone messages ensuring these are passed to the correct team member.
Daily use of SystmOne clinical system Daily use of Anima online platform Deal with all enquiries at the front desk and explain practice polices, giving patients the appropriate paperwork where necessary and taking payment when required. Dealing appropriately with visit requests and emergency calls Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Carry out reception duties in line with the Reception Handbook and also following direction from the Patient Services Lead 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. To have a thorough knowledge of all practice procedure Process Registration of patients including temporary patients Process patient online access requests as appropriate Open incoming mail and forward to the appropriate person/team Ensure internal mail and samples are sent with the delivery Record and pass on messages to clinicians via tasks Ensure correct GPs are approached for messages and are not interrupted unnecessarily during consultations Process repeat prescription requests in accordance to practice guidelines, using reference to the prescription clerk handbook.
Promote and provide patients with the help and services the Practice can offer which will enable a better patient experience Effectively manage own time, workload and resources Liaise with other parties, such as the pharmacy or other healthcare workers, in a courteous manner as required for patient care purposes Ensuring that the reception office and consulting rooms are kept tidy and well stocked with day to day requirements Ensuring that all public areas are kept tidy and safe at all times. Fulfil the practice premises requirements on your appointed days. This includes opening up, locking up, ensuring the building is secure and operating the burglar alarm Liaise with the management team to identify shortfalls in service provision to improve services to patients or improve the efficiency of the practice Attend meetings and undertake further training as required. Such meetings and training may be outside the normal working hours of the post holder Any other duties appropriate to the post as delegated by the Patient Services Lead, Practice Manager or GP Partners To work in accordance with written protocol Working as a flexible member of the team to ensure the smooth running of the practice.
This will include working Saturday mornings on a rotational basis to cover enhanced access clinics and also may include overtime to cover absent colleagues or taking on other duties as appropriate.