Reception Patient Advisor

The duties and responsibilities to be undertaken by members of the practice administration 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 Assistant Practice Manager or Practice Manager, dependent on current and evolving practice workload and staffing levels: Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols Maintaining and monitoring the practice appointments system Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are care navigated to the appropriate healthcare professional Monitoring patient flow and taking action where there is congestion, non-attendees and cancellations Helping patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinicians in accordance with protocols Processing and distributing incoming (and outgoing) mail Taking messages and passing on information Handling petty cash and monies associated with payment of fees by patients 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 Clearing and re-stocking consulting rooms as required Preparing consulting rooms for consultations Chaperoning Providing clerical assistance to practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning Ordering, re-ordering and monitoring of stationery and other supplies Receiving samples for investigation Dealing with clinical waste, including attending to accidental spillage Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy Keeping the reception area and waiting room tidy and free from obstructions with notice-boards and leaflet dispensers up to date Contributing and making suggestions for improving service provision Working to standard operating procedures at all times Working flexibly to provide cover for colleagues when needed 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, 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.