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2 weeks ago
PATIENT SUPPORT TEAM MEMBER Job Description and Person Specification JOB TITLE: PATIENT SUPPORT TEAM MEMBER REPORTS TO: PATIENT SUPPORT TEAM MANAGER RESPONSIBLE TO: OPERATIONS MANAGER AND PARTNER GPS HOURS: PART TIME PERMENANT Additional cover is required for Patient Support Team Members for holiday, study, sickness leave and extended hours (on a rota basis). Job summary: The purpose of the role is to: Offer advice, guidance and assistance to patients, relatives, carers or healthcare agencies wising to use our services. 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 Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies Project a positive and friendly image of the Practice to patients and other visitors, either in person or via other communication methods used by the Practice. 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 members line management, dependent on current and evolving practice workload and staffing levels: Responding to patient concerns and providing a high quality level of customer services Maintaining and monitoring the practice appointments system Processing requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional or that the correct slot type is booked into the correct clinic Undertaking to obtain correct information to patients who wish to register at the practice and registering them correctly onto the clinical system Maintaining the electronic links between the practice and the registering health authority as per protocol and guidance Scanning of patient letters and attaching those letters to patient record in the clinical system Updating patients data sharing preferences on the clinical system in line with policy, protocol and guidance Processing and distributing incoming (and outgoing) mail Taking messages and passing on information personally and electronically to members of the practice team ensuring that all appropriate information is gathered from the originator of the message Accurately inputting blood test requests from GPs, nurses or other related healthcare professionals onto the electronic requesting system via the clinical record Filing and retrieving paperwork Processing repeat prescriptions in accordance with practice guidelines 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 Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning Providing patient results to the patient or their appropriate representative Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols Keeping the reception and waiting areas, notice-boards and leaflet dispensers tidy and free from obstructions and clutter Unpacking deliveries made to the practice of general supplies and ensuring cleared away promptly To provide cover for other team members within the same cover rota as requested Undertake any other tasks relevant to the post as requested and considered to be within the remit of the reception role 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
