Job Description

Reporting To:

Practice Business Manager Team: Reception Administration Team Duties Front Desk: Greeting patients, attending to patients in the waiting room, responding to patients needs and queries in person at the front desk, handling queries, booking, cancelling and re-arranging appointments as necessary, associated general practice administration and customer service tasks. Telephones: Answering the phones promptly and politely, responding to patients needs and queries over the phone, handling queries, booking, cancelling and re-arranging appointments as necessary, associated general practice administration and customer service tasks. Clinical Documents: Processing inbound clinical documents (discharge summaries, hospital letters, general medical correspondences), operating workflow. Prescriptions: processing repeat prescription requests, assigning tasks, responding to enquiries relating to prescriptions, processing scripts General practice administration as directed: Other administrative tasks including filing, inbound post, informal complaints, supporting clinicians with ambulances and urgent patient medical needs, supporting line managers with ad-hoc projects and tasks.

Confidentiality:

While 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. You may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers, as well as information relating to Palmerston Road Surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.



Training It is a requirement of this role that NHS Mandatory training is completed and kept up to date. Health & safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Demonstrate due regard for safeguarding and promoting the welfare of children.

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 recognises the importance of peoples rights, interpreting them in a way that is consistent with current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. 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. Recognise peoples needs for alternative methods of communication and respond accordingly. Speak up internally or externally if there are areas of the workplace which are creating a barrier to your ability to carry out your role safely and effectively. In the ever-changing primary care sector, it is inevitable that there will be additions and alterations to this job description.



The post holder will be asked to undertake other tasks required by the partners and managers not specifically outlined in this document. Job descriptions do not form part of your contract of employment and serve to support employee and employers understanding of the general day to day role to be carried out.