Job Description

To support the team to ensure an effective, efficient and caring service is provided to all of our patients. Duties to include maintaining and monitoring the practice appointment system. Processing of telephone and e-consults for appointments. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.



Signposting patients to best meet their needs. Initiating contact with and responding to, requests from patients, team members and external agencies. Clinically coding data on EMIS Web. Inputting data into patients healthcare records as necessary.



Managing all queries as necessary in an efficient manner. Maintaining a clean, tidy, effective working area at all times. Supporting all clinical staff with general tasks as requested 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 appropriatelyIn 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: Assisting in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, 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, free from hazards.



Actively reporting 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 holders roleUndertaking periodic infection control training (minimum annually). Reporting potential risks. Demonstrating due regard for safeguarding and promoting the welfare of children.

Equality and diversity:

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. Personal/professional development: The individual will participate in any training programme implemented by the practice as part of this employment. Communication: Recognise the importance of effective communication within the team and will strive to: Communicate effectively with pateints, carers, other team members and other health professionals.



Contribution to the implementation of services. The individual will apply practice policies, standards and guidance.