Job Description

Job Responsibilities Oversee the management of our telephone hub and monitor capacity throughout the day ensuring patient calls are being answered in a timely manner. Oversee the processing of scanned documents in Anima to ensure these are being processed efficiently and accurately Oversee the processing of Acquired document within SystmOne to ensure these are being processed efficiently Escalating concerns with capacity management to the management team when necessary. Reception Appraisals carried out on time and in full on at least an annual basis.(Practice Manager to oversee this process) Ensure that all reception team members are carrying out their duties efficiently, and with sufficient knowledge and training support. Management by walkabout, ensuring spot checks are made for quality of service and delivery across both sites.



Work with Lead Roles to ensure reception management cover is maintained at all times the business is open to patient services. Responsible for arranging weekly reception rotas and day to day cover for absenteeism as required by the Practice Manager Offer 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 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 clerical and audit support to clinical staff and other members of the practice team.



Liaise with the Complaints Manager to ensure patient queries are dealt with in accordance with the Practice Complaints Procedure.(Managing complaints in the absence of the Complaints Manager) To work with the Practice Manager on planning, delegation and implementation of new staff induction and staff training. To deal with first line staff issues. Liaise with the Practice Manager for items that need escalation. Oversee the processing of scanned documents in Anima to ensure these are being processed efficiently and accurately Oversee the processing of Acquired document within SystmOne to ensure these are being processed efficiently Additional Duties Dealing with early morning connecting problems with TPP system One , in the absence of the Practice and IT Manager Overseeing opening up/locking-up of practice premises and maintaining security in accordance with practice protocols Oversee the use of rooms by outside agencies and locum doctors.



Oversee the registering of patients to the Practice, ensuring identification procedures are adhered to and providing new patients with assistance in the registration process and the issuing of Practice Welcome Pack and prescribing information. Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Oversee the processing and distributing incoming (and outgoing) mail. Ensuring out-going mail is dealt with on a day to day basis. Taking messages and passing on information Filing and retrieving paperwork Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers Active member of the Management Team The above list of responsibilities and duties is not exhaustive and may be subject to change as deemed necessary.



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 , 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, to 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 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. 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 teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources.



Communication The post-holder should recognise 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.