Care Co-Ordinator / Medical Receptionist

PRINCIPAL ACCOUNTABILITIES: To deliver an efficient, care co-ordinator / medical reception role directing patients to the most appropriate person or service and also to provide a high level of customer care and general advisory service to the practice population as per rota requirements ensuring flexibility at all times. To work with the practice team towards the future development of the practice whilst at all times working within the spirit of the governing rules and regulations adopted by primary care and promoting an excellent standard of customer care at all times. KEY WORKING RELATIONSHIPS: Practice Manager, Assistant Practice Manager, GPs and all other clinical staff and attached staff, administration & reception teams. SPECIALIST RESPONSIBILITIES - To provide a high level of customer care at all times to our patients and visitors to the practice. - Maintain effective communication with clinical staff on a day to day basis. - To provide a combined front reception desk / telephone acre co-ordinator role to the practice to include face to face and over the telephone interactions, offering patient choice at all times. - To have a full knowledge of the protocols and processes in place for the role. - To have a full knowledge of the practice complaints processes, PALS, patient fees, practice boundary and various other practice related information to ensure provision of a general advisory service to our patients and visitors. MAIN TASKS FRONT DESK RECEPTION DUTIES: Meet and greet patients upon arrival including visitors to the practice providing relevant assistance to their reason for attending. Promoting a high standard of customer care at all times promoting a positive image of yourself and the practice. Booking appointments for patients presenting at the front reception desk for all clinics and services using EMIS Web clinical system ensuring sufficient information is recorded and appointment record cards are given to patients. Deal with all patient and visitor enquiries in a polite and efficient manner. Signposting our patients and visitors to relevant information and services available. Ensuring adherence to information governance standards at all times including correct checking of patient details when entering patient records and full knowledge of information governance & information security policies and protocols. Prepare repeat prescription requests in accordance with practice policy when patients requests at the front reception desk, via email or using online services. Provide a prescription collection point service to patients and chemists etc. Provide a high level of communication at all times with patients, visitors, clinical and other practice staff, and using tasks and screen messages appropriately. Complete start and end of day procedures to open premises activate/deactivate the alarm and make all necessary preparations to receive patients and secure the building at the end of the day. Maintain up-to-date and compliant medical records adhering to our paperless system, noting births/deaths, change of name/address etc. Register new patients and arrange new patient health checks. Promote the use of the automated arrival machine to our patients educating them in its use as and when required to do so. Complete filing duties and other reception/administration duties as routinely necessary relevant to the front reception area. Ensure reception and waiting area are kept neat and tidy and free from hazards. Receive and pass on messages, and act on patient instructions efficiently, accurately and appropriately. Maintain stocks of Practice Leaflets and other patient related materials at all times. Receiving and recording patient samples for testing. Receipt of payment for private services for patients, issuing receipts and following petty cash protocols. Receiving and distributing incoming mail etc. Completion of new patient registrations using EMIS Web and co-ordination of new patient registration forms. Promoting a high standard of customer care at all times promoting a positive image of yourself and the practice. Deal with all patient and other administrative enquiries in a polite and efficient manner, following customer service protocols at all times. Deal with telephone queries in an efficient manner, following customer service protocols at all times. Co-ordinate general reception & administrative tasks on a daily basis ensuring daily tasks are allocated and completed before the end of your shift. Keep practice notice boards and displays up to date at all times preparing and displaying relevant patient related and health promotion information. Maintain up to date and compliant medical records adhering to our paperless system noting births/deaths, change of addresses etc. Provide a high level of communication at all times with patients, visitors, clinical and other practice staff, using tasks, e-mails and screen messages appropriately. Maintain a clear desk policy and shred all confidential papers no longer required. Action QoF pop-ups and Summary Care Record PDS/spine differences. Any other duties as deemed necessary by your Line Manager. COMMUNICATION Communicate effectively with the whole practice team, patients, visitors and attached staff. Receive and pass on messages using appropriate methods such as e-mail, tasks, screen messaging and other written methods & processes in place. Listen to patients and staff and deliver solutions appropriate to their needs. Communicate any problems with the appropriate person immediately. Report problems with the IT systems to your Line Manager. Report any problems with your workload to your Line Manager. Communicate to our patients and visitors following our customer service standards and protocols at all times. CLINICAL This post is reception/administrative, there will be no clinical duties or skills required. However, it is imperative that you continuously develop your understanding of the clinical systems used by the practice to ensure efficiency and accuracy. TEAM WORK Work as part of a team to ensure that the main priorities of the business are fulfilled with due care and concern on a daily basis -these tasks must be worked in priority order. Contribute to the management and continuous improvement of service delivery and overall team performance. Act as a role-model and promote team work. Establish and maintain the trust of staff, line manager, colleagues and other agencies. Identify and minimise interpersonal conflict. Contribute to the development and implementation of policies, practice quality standards, and procedures and guidelines that are team specific. Achieve consistency in standards of your role at all times. Ensures adherence to policies and procedures. Adherence to the quality & performance requirements as defined for your role at all times. To have a full knowledge of and work towards at all times the practice Codes of Conduct. LEADERSHIP In general no leadership will be required however you may be required to assist in overseeing the work of a trainee/apprentice/work experience placements and delegate tasks in accordance with any training/mentorship plans in place and ability. To provide coaching and mentoring as and when required to do so for any trainees/apprentices/work experience placements. TRAINING Required to undertake training specific to the role and maintain up to date skills. Provide training in specific tasks to identified members of staff. Undertake mandatory training as directed by the Practice. Required to attend protected time sessions as directed by the Partners or members of the Practice management team. GENERAL Other work and general duties as delegated within the overall remit of the post. This job description reflects the current main organisational priorities for the post. In the context of change taking place within the NHS, these priorities will develop and change in consultation with the post holder in line with service business needs and priorities. You are required to be flexible in your working hours during periods of holidays, sickness and other absences in order to meet the needs of the Practice.