Patient Services Reception Advisor

**Role Purpose**

Working as part of a team to support the work of doctors and clinicians, the post-holder is:

- responsible for receiving, assisting and directing patients in accessing appropriate services or healthcare in a professional, courteous, efficient and effective manner;
- responsible to the Reception Manager for the management and operation of the assigned Reception or Sub Reception area at any of the Practice’s sites, i.e. Sage Cross, Suite 8 and/or Asfordby;
- an important point of contact for patients and is as a focal point of communication between patients, doctors and other medical staff.

**Role Responsibilities**
In proactively managing an allocated Reception Desk and Suite the post-holder’s role will include:
Reception Desk Management
- Meeting and greeting patients in a calm and professional manner and directing patients to the appropriate Waiting Areas.
- Booking and rescheduling appointments and informing patients of booked, cancelled or rescheduled appointments.
- Liaising with doctors and/or clinicians prior to booking patients’ appointments and telephone calls.
- Actively manage doctors’ phone lists to reduce the impact of unnecessary burdens.
- Receiving, making and diverting telephone calls and taking messages.
- Dealing with queries, problems, complaints and registering new patients in accordance with the Practice’s protocols, policies and procedures.
- Dealing with and responding to requests from doctors and clinicians.
- Co-ordinating administrative procedures, supporting medical examinations and, when required, be a chaperone.
- Dealing confidentially, efficiently and politely with enquiries arising from patients, or from other health professionals in respect of patients, both in person and on the telephone, and in particular enquiries regarding test results.
- Meeting the needs of patients and clinicians.
- Managing and checking patients’ urine specimen, height, weight and visual acuity and entering the results on the computer.
- Issuing forms and taking payments when applicable.
- Preparing, checking and tidying consultation rooms, treatment rooms and reception areas
- including noticeboards and patient information leaflets; ensuring that consultation rooms are equipped and stocked ready for doctors and clinicians to receive patients.
- Ensuring the efficiency of appointment system and monitoring flow of patients into consulting and treatment rooms.
- Ensuring that patients without appointments - but who need 'urgent consultation', are when possible, seen in a logical and non-disruptive manner.
- Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover.
- Advising patients of the relevant charges for ‘non-paid for services’, taking payment and issuing receipts.
- Recording home visits on clinical system including all relevant information and where necessary refer to the Duty Doctor.
- Ensuring that requests for prescriptions are actioned in accordance with the Practice’s policies and procedures.
- Actioning and recording requests for other services including ambulance transportation and interpreters.

Management of Appointment System
- Ensuring total familiarity with the appointment system including regular and incidental variations.
- Booking appointments, single point of access requests and recalls; and ensuring sufficient information is recorded to retrieve medical records.
- Monitoring the effectiveness of the system and report any problems or variations required.

Administration Duties
- Updating the computer with relevant information.
- Updating the self-check in system when required
- Checking & actioning cancellation line messages
- Updating White Boards on a daily basis.
- Filing / checking notes / pulling notes when required.
- Sorting post, scanning and attaching documents to patient records.
- At the end of the evening surgery

a) Checking and locking roomsb) Securing the building at the end of the day.c) Ensuring the car park is empty and locking gates.d) Refilling doctors / nurses / examination roomsPersonal & Continued Professional Development
In addition to attending meetings, the post-holder will undertake, achieve and maintain the mandatory level of informal and formal training required to meet the Practice’s expectations in terms of service standards, patient care, quality and performance. Additionally, the post-holder is expected to:

- participate in training and supporting other Practice employees or service providers;
- take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

In support of the post-holder’s continued personal and professional development, the post-holder will:

- participate in an annual Performance Appraisal to review the individual’s performance against agreed targets;
- take responsibility for maintaining and updating their own personal and/or professional developm