To undertake all aspects of the receptionist role, including dealing with patient enquiries, both in person, on the telephone, and using other media platforms (e.g., Accurx), handling patient information, processing prescriptions, and dealing with general enquiries. 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.
Receive, assist, and direct patients and visitors in accessing the appropriate service or healthcare professional politely, courteously, and efficiently. Deal with all general enquiries, either in person or via the telephone, explain procedures, and make new and follow-up appointments in a positive and friendly manner. Using your own judgement and communication skills, ensure that patients with no prior appointment but who need an urgent consultation are offered the appointment route to a consultation and are seen in a logical and non-disruptive manner. Signpost patients to the most suitable healthcare provider if an appointment at the surgery is not necessary.
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required using electronic telephony systems. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery using tasks. Action repeat prescription requests via any medium and ensure that they are ready for collection by the patient within 48 hours.
Advise patients of relevant charges for private (non-General Medical Council) services, accept payment, and issue receipts for the same. Provide BP machines and update logs, taking deposits when providing machines. Update logs and return deposits on machines being brought back. Update and enter patient information onto the computer adhering to Information Governance and Data Protection policy. Ensure that the reception area is left tidy and ready for use by incoming colleagues, together with information about any unsolved or urgent matters. Ensure that the call board is operational on a daily basis.
Ensure that all patient information displayed is current and in clean order adhering to IPC Policy. When last to leave at the end of the day, ensure that the last doctor on duty has no further requirements. Ensure that all new patients are registered on the computer system properly and accurately. Ensure that new registration forms are completed accurately and passed to workflow for scanning. Ensure that MED3s are provided to patients in a timely manner. Attend practice and reception meetings as requested.
Make sure all mandatory training is completed for the role. Ensure that any outstanding health requirements on 'home screens' are offered to patients when calling in or presenting at the front desk. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Enter requests for home visits into the rota and on the computer, ensuring careful recording of all relevant details and where necessary refer to the Duty Doctor.
Booking interpreters as required. Registering patients on the online system and dealing with online prescriptions. Taking over-the-counter monies from patients and issuing receipts. Open up premises at the start of the day when first to arrive, and make all necessary preparations to receive patients (i.e., ensure all PCs are switched on and are working, ensure the call board is switched on and working). Undertake any other additional duties appropriate to the post.
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