Job description

Job responsibilities

• Main Duties and Responsibilities

  1. Reception and Patient Services
  • Receive, assist and direct patients and visitors in a professional, friendly and courteous manner.
  • Provide a high standard of customer service to patients, relatives, carers and visitors.
  • Manage face-to-face, telephone and electronic enquiries appropriately.
  • Identify the nature of patient enquiries and direct patients to the appropriate service, clinician or member of staff.
  • Deal sensitively and professionally with patients who may be distressed, anxious, upset or have additional communication needs.
  • Take accurate messages and ensure they are passed to the appropriate member of the Practice team.
  • Process home visit requests in accordance with Practice procedures.
  • Provide reception cover as required and work flexibly across the Practice's reception functions.
  • Maintain a professional and welcoming reception environment.
  2. Appointment Administration
  • Book, amend and cancel appointments in accordance with Practice procedures.
  • Ensure patient information and appointment details are entered accurately onto the clinical system.
  • Manage appointment requests appropriately and follow Practice protocols when directing patients to alternative services.
  • Monitor appointment systems and identify any issues or problems to the appropriate supervisor.
  • Support the Practice in maintaining efficient use of appointments and clinical resources.
  • Provide information to patients regarding appointments and relevant Practice services.
  3. Clinical Correspondence and Scanning
  • Receive, scan and process incoming clinical correspondence accurately and within required timescales.
  • Attach correspondence and documents accurately to the correct patient record.
  • Process electronic correspondence received through the Practice's clinical system, document inboxes and email.
  • Direct correspondence, tasks and information to the appropriate clinician or administrator in accordance with Practice protocols and workflow.
  • Ensure confidential paperwork is handled securely and disposed of appropriately in accordance with Practice procedures and information governance requirements.
  • Process new patient records and relevant documentation accurately.
  • Read code or enter appropriate information onto the patient record where required and within the limits of the postholder's training.
  • Identify information that may require urgent attention and escalate appropriately in accordance with Practice procedures.
  4. Prescription and Medication Administration
  • Process prescription requests in accordance with Practice procedures.
  • Undertake prescription-related administrative tasks within the limits of the postholder's training and delegated responsibilities.
  • Ensure requests and relevant information are directed to the appropriate clinician or member of the Practice team.
  • Deal with patient queries regarding prescription requests appropriately and escalate clinical queries when required.
  • Maintain accuracy and confidentiality when handling medication-related information.
  5. General Administration
  • Undertake general administrative duties to support the smooth running of the Practice.
  • Undertake accurate computer data entry and processing.
  • Maintain electronic and paper filing systems as required.
  • Process incoming and outgoing correspondence and mail.
  • Undertake photocopying, scanning and document preparation.
  • Assist with administrative tasks for clinical and non-clinical members of the Practice team.
  • Process emails and electronic communications appropriately.
  • Provide administrative support for Practice services, projects and initiatives when required.
  • Assist colleagues with workload and provide appropriate cover during periods of absence or increased demand.
  6. Consultation Rooms and Practice Environment
  • s, colleagues and Practice information.
• Comply with the requirements of the Data Protection Act, UK GDPR, Caldicott principles and Practice information governance policies.
• Ensure patient information is only accessed, used or disclosed appropriately and in accordance with authorised procedures.
• Maintain the security of electronic and paper records.
• Ensure passwords and system access details are kept secure and are not shared.
• Maintain awareness of Freedom of Information requirements and refer requests appropriately.
• Report any information governance concerns, breaches or incidents promptly in accordance with Practice procedures.

• Comply with Practice health and safety policies and procedures.
• Maintain awareness of personal safety and the safety of patients, visitors and colleagues.
• Report accidents, incidents, hazards and near misses appropriately.
• Follow infection prevention and control procedures and undertake required training.
• Maintain a clean, tidy and safe working environment.
• Follow Practice procedures relating to emergency situations, security and personal safety.

• Treat all patients, colleagues and visitors with dignity, respect and courtesy.
• Promote equality, diversity and inclusion in all aspects of the role.
• Recognise and respond appropriately to individual patient needs and reasonable adjustments.
• Communicate effectively with patients who may have disabilities, communication difficulties or additional support needs.
• Maintain a patient-centred approach and contribute positively to the overall patient experience.

• Work collaboratively with reception, administrative, clinical and management teams.
• Communicate clearly and professionally with patients, colleagues and external organisations.
• Develop effective working relationships with members of the Practice team.
• Share relevant information appropriately and ensure messages and tasks are communicated accurately.
• Support colleagues during periods of high workload and provide assistance where appropriate.
• Escalate concerns, problems or issues to the appropriate supervisor or manager.

Person Specification

Qualifications

Essential

• Essential Criteria
• Qualifications and Training
• Good standard of general education, including English and Mathematics.
• Willingness to undertake all mandatory Practice training.
• Willingness to undertake training relevant to the role, including information governance, confidentiality and infection prevention and control.
• Experience
• Experience of working in a busy customer-facing, administrative or service environment.
• Experience of dealing with members of the public in person and/or by telephone.
• Experience of using computerised systems for data entry and general administration.
• Experience of handling confidential or sensitive information appropriately.
• Knowledge and Understanding
• Understanding of the importance of confidentiality and data protection.
• Understanding of the need for accuracy when entering and processing information.
• Understanding of the importance of following policies, procedures and agreed working practices.
• Awareness of the importance of providing a professional and patient-focused service.
• Skills and Abilities
• Good verbal and written communication skills.
• Good telephone manner and ability to communicate professionally with a wide range of people.
• Good IT and keyboard skills, with the ability to learn and use new computer systems.
• Ability to enter information accurately and pay close attention to detail.
• Ability to organise and prioritise workload effectively.
• Ability to work calmly and efficiently in a busy environment.
• Ability to deal sensitively and professionally with patients who may be distressed, anxious, upset or have additional needs.
• Ability to work effectively both independently and as part of a team.
• Ability to follow instructions, procedures and agreed workflows.
• Ability to recognise when a matter needs to be referred or escalated to a senior member of staff.
• Ability to maintain confidentiality and exercise discretion at all times.
• Personal Qualities
• Friendly, approachable and compassionate manner.
• Professional and respectful attitude towards patients, colleagues and visitors.
• Reliable, punctual and committed to providing a high-quality service.
• Flexible and willing to undertake a range of reception and administrative duties.
• Able to remain calm and professional under pressure.
• Positive attitude towards learning and personal development.
• Demonstrates integrity, honesty and discretion.
• Commitment to equality, diversity and treating everyone with dignity and respect.
• Other Requirements
• Willingness to work flexibly across both Menston and Guiseley Practice sites.
• Willingness to undertake duties appropriate to the role and level of responsibility.
• Ability to meet the requirements of the post following appropriate pre-employment checks.

Employer details

Employer name

The Menston and Guiseley Practice

Address

Menston & Guiseley Practice

44 Park Road

Guiseley

Leeds

LS20 8AR

United Kingdom

Employer's website

https://www.menstonguiseleypractice.co.uk/ (Opens in a new tab)