Job Summary:
The purpose of the role is to: Contact patients to book appointments for reviews of long term health conditions, screening and immunisation or other as required. Maintain records of call/recall activity. Offer general assistance to the Practice team and patients. You will project a positive and friendly image to patients and other visitors, either in person or via the telephone. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team. Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
Duties and Responsibilities:
The duties and responsibilities may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Lead Clinician/Practice Manager, dependent on current and evolving Practice workload and staffing levels: Using the clinical records to identify patients in need of vaccination or immunisation, health advice, screening or review. Contacting by telephone, text or letter. Provide information on the importance of immunisations, screening, review and 'myth-bust' when faced with misinformation. Update patient contact details on the clinical record system. Book appointments. To be aware of the practice philosophy and to treat patients/visitors with respect, and tolerance and offer constructive support to colleagues and general public. To be responsible with other members of the reception team for maintaining and monitoring the Practice appointments system. Processing appointments; including personal, telephone and online requests for appointments, visits and telephone consultations and ensuring patients are directed to the appropriate healthcare professional. To have working knowledge of the telephone systems (during and after hours) and have an appropriate telephone manner. Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedure. Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning. Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers. To deal with delegated tasks efficiently, according to guidelines set, and reporting regularly any problems and targets reached as required. To be aware of all Practice procedures and work in accordance with written protocols. Taking messages and passing on information. To work flexibly according to the needs of the Practice and provide cover for absent colleagues. To undertake mandatory and additional training as identified by the practice. Any other duties, appropriate to the grade, as required by the Practice Manager/Lead Clinician.
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 and the practice Infection Control policy and published procedures. This will 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. Actively reporting of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role. Undertaking periodic infection control training. 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 peoples 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 which is welcoming to and of 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. Attend admin meetings as and when required. Attend update courses including mandatory training and any other additional courses the practice sees fit for purpose.
Quality:
The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognize peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will: Apply Practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate.
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The purpose of the role is to: Contact patients to book appointments for reviews of long term health conditions, screening and immunisation or other as required. Maintain records of call/recall activity. Offer general assistance to the Practice team and patients. You will project a positive and friendly image to patients and other visitors, either in person or via the telephone. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team. Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
Duties and Responsibilities:
The duties and responsibilities may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Lead Clinician/Practice Manager, dependent on current and evolving Practice workload and staffing levels: Using the clinical records to identify patients in need of vaccination or immunisation, health advice, screening or review. Contacting by telephone, text or letter. Provide information on the importance of immunisations, screening, review and 'myth-bust' when faced with misinformation. Update patient contact details on the clinical record system. Book appointments. To be aware of the practice philosophy and to treat patients/visitors with respect, and tolerance and offer constructive support to colleagues and general public. To be responsible with other members of the reception team for maintaining and monitoring the Practice appointments system. Processing appointments; including personal, telephone and online requests for appointments, visits and telephone consultations and ensuring patients are directed to the appropriate healthcare professional. To have working knowledge of the telephone systems (during and after hours) and have an appropriate telephone manner. Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedure. Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning. Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers. To deal with delegated tasks efficiently, according to guidelines set, and reporting regularly any problems and targets reached as required. To be aware of all Practice procedures and work in accordance with written protocols. Taking messages and passing on information. To work flexibly according to the needs of the Practice and provide cover for absent colleagues. To undertake mandatory and additional training as identified by the practice. Any other duties, appropriate to the grade, as required by the Practice Manager/Lead Clinician.
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 and the practice Infection Control policy and published procedures. This will 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. Actively reporting of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role. Undertaking periodic infection control training. 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 peoples 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 which is welcoming to and of 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. Attend admin meetings as and when required. Attend update courses including mandatory training and any other additional courses the practice sees fit for purpose.
Quality:
The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognize peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will: Apply Practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate.
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