Call Handler

2 weeks ago

Shrewsbury, United Kingdom Severn Fields Medical Practice Full time

**JOB TITLE: CALL HANDLER / RECEPTIONIST**

**REPORTS TO: PRACTICE MANAGER**

**Job Summary**:
Direct, receive, and assist patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide appropriate assistance to the Practice team, encompassing a wide range of duties to facilitate the smooth running of the practice. Project a positive and friendly image to patients and other visitors, either in person or via the telephone.

This is a demanding role which on occasion may require staff to deal with distressing circumstances. A high level of empathy and care is expected of receptionists at all times.

**Duties and Responsibilities**:
The duties and responsibilities to be undertaken by members of the Practice reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Patient Services Manager (and wider Management Team), dependent on current and evolving Practice workload and staffing levels:

- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and appropriate manner.
- 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. Transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits onto the home visit screen, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
- Action repeat prescription requests in accordance with Practice protocol and ensure that they are ready for collection by the patient within 48 hours, either via EPS or printed prescription
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Receive clinical samples received in reception according to established protocols.
- Receive Sharps and Clinical Waste according to established protocols.
- Ensure that all new patients are registered onto the computer system promptly and accurately.
- Accurately process patient’s change of address on clinical system and check they ae in catchment area
- Ensure that new babies and mothers are called for necessary appointments in line with Practice protocol.
- To deal with all tasks received, whether patient related or not, in a timely and accurate manner.
- Premises:

- Monitor facilities for issues including identifying maintenance and cleanliness issues, and ensure appropriate action or reporting of any issues as they arise.
- Ensuring waiting room facilities such as notice-boards and leaflet dispensers are tidy and free from clutter and obstruction.
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
- When leaving the building, ensure that the building is totally secured, internal lights are off and the alarm activated if cleaners are not on the premises.
- Work flexibly to meet the needs of the business
- Undertake any other additional duties appropriate to the post as requested by the Partners, the Practice Manager or the Patient Services Manager.

**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 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**:
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, 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
- Iden

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