To support the smooth running of the Practice by providing an efficient and effective administrative service to the GPs and their patients.
To facilitate effective communication between patients, members of the Practice team, community services, secondary care and other associated healthcare agencies.
Job Responsibilities:
Reception
o Maintaining a courteous, efficient and confidential service to all patients and visitors both over the telephone and in person. Dealing with all enquiries and requests, taking action as appropriate.
o Day to day organisation of the reception, waiting room and associated areas.
o Day to day administration of the appointments system, booking all appointments and home visits in accordance with Practice protocols.
o Taking messages for doctors and other clinicians, ensuring that all necessary details are obtained, messages are recorded accurately in the appropriate place and followed up.
o Taking orders for and giving out repeat prescriptions.
o Unlocking and locking up and securing the premises in line with agreed procedures.
o Ensuring appropriate handover to incoming colleagues, including any urgent or unresolved matters
o To support the DPM in ensuring adequate reception staffing by providing sickness and holiday cover for colleagues as required.
o Have a working knowledge of telephone system during and out of hours.
Administration - All Staff
o Opening and distributing incoming mail. Processing outgoing mail.
o Provision of refreshments for staff and visitors, as required. Keeping the kitchen area clean and tidy.
o Computer data entry - processing and recording information in accordance with Practice guidelines
o Processing pathology and scanned mail tasks as instructed by GPs and other clinicians.
o Filing and retrieving paperwork, as required.
o Processing repeat prescriptions in accordance with Practice guidelines.
o Processing change of address and personal details.
o Checking generic E-mail.
o Scanning letters into patients’ computer records in line with Practice protocols.
o Undertaking a range of administration tasks as required by the Doctors, other clinicians, Practice Manager eg IT troubleshooting, photocopying, making telephone calls, sending out standard letters etc
o Arrange ambulance or other patient transport as required.
o Registration of new patients
o Co-ordinate the administrative aspects of complex enhanced services as directed by Practice Manager / DPM
o Processing Choose & Book, DRSS and GPSI referrals and attachments.
Admin – Individual staff
In addition to the above individual members of the Practice administration team will take responsibility for duties from the following list. See Appendix A. These may vary under the direction of the Deputy Practice Manager dependent on current and evolving Practice requirements, workload and staffing availability.
o To check and process data of smear results and notifications and prepare forms for booked cervical smear tests.
o Managing deduction of patients leaving Practice. Including following up patients who are / appear to be living outside of the Practice area.
o Ordering, re-ordering and monitoring of stationery and other supplies.
o Administering the completion and issue of patient reports / copies of notes for insurance companies and government departments.
o Summarising the information contained in new patients’ electronic and paper records into their Practice records in line with Practice protocol.
o Coordinating the Nurse Team rota ensuring that holidays, overtime and study leave are recorded and that the SystmOne appointment book is kept up to date. Monitor availability of appointments and work with Practice Nurses / Deputy Practice Manager to address any issues.
o Blocking out / rearranging appointments as necessary to ensure that all NT members are available to attend monthly Whole Team and Nurse Team meetings.
o Coordinating the doctors’ rota ensuring that holidays and study leave are recorded, locums are booked as required and that the SystmOne appointment book is kept up to date. Monitor availability of appointments and work with Deputy Practice Manager to address any issues.
o Co-ordinating and administering the registrar and medical student programme, preparing individual schedules and keeping the SystmOne appointment book up to date.
o Administering child vaccination programmes including organising clinics, promoting to patients, identifying and calling patients, monitoring take up and completing returns required by NHSE/PHE.
o Providing admin support in child imms clinics if/as required.
o Administering adult vaccination programmes including organising clinics, promoting to patients, identifying and calling patients, monitoring take up and completing returns required by NHSE/PHE.
o Managing stock levels of child imms, including ordering from Immform, checking and putting away deliveries.
o Managing stock levels of adult imms including ordering from Immform / purchasing as appropriate, checking and putting away deliveries.
o Maintaining appropriate stock levels of travel vaccines (including patient specific requirements). Purchasing as required to ensure continuity of supply at best value, checking and putting away deliveries.
o Monthly audit of vaccine stock levels and expiry dates.
o Downloading data from fridge dataloggers.
o Running and reviewing monthly audits as a basis for inviting patients for chronic disease and other reviews to ensure optimum patient care and maximise QOF achievement.
o Supporting the research lead GP to select and administer research projects.
o Stock rotation (checking of expiry dates) and replenishment of consulting room trollies.
o Managing stock levels of clinical stationery and path supplies. Ordering from Path Lab or PCSE as appropriate, checking and putting away deliveries.
o Ordering of medical consumables and clinical equipment as required to ensure continuity of supply at best value. Including checking and putting away deliveries.
o Annual stocktake of clinical consumables and purchasable vaccines.
o Refreshing waiting room displays.
o Looking after Practice website and other online communications.
o Processing Practice’s monthly return to Prescription Pricing Department.
o Cleaning toys in Waiting room, Treatment room and all Doctors’ rooms.
o Supporting the PM and DPM on all aspects of IT, IS and IG including maintaining the clinical system, co-ordinating response to IT hardware and software issues, administering our PSCE contacts, creating and running searches.
o Administering the completion of patient reports / copies of notes for patients, insurance companies and government departments in line with new GDPR guidelines
o Administration of GPSI clinics including arranging clinics and appointments, processing correspondence and collating data.
o Supporting the PM and DPM with the maintenance and improvement of the premises.
o Maintaining an up to date library of patient and clinician documents both electronically and on paper, stocking doctors’ room and reception if/as required.
o Processing Prescription Pricing Department returns.
o Planning and monitoring the duty doctor rota.
o Calculating and inputting results from Home BP monitors.
o Inputting results from Epilepsy review forms.
General Responsibilities:
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, when identified.
Safeguarding
Recognise the signs, symptoms and categories of child and vulnerable adult abuse. Be aware of local policies, procedures and points of referral. Understand other practitioners and agencies roles and legal issues.
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 recognises the importance of people’s 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-judgemental and respects their circumstances, feelings, priorities and rights.
Personal/Professional Development
× 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.
× Maintaining continued education by attendance at courses and study days deemed appropriate for professional development.
× Attending any Practice meetings and in-house training sessions which are considered to be appropriate to your role, even if these take place outside of your normal working hours.
Quality
The post-holder will strive to maintain quality within the Practice, and will:
× Alert other team members to issues of quality and risk.
× Assess own performance and take accountability for own actions, either directly or under supervision.
× Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
× Work effectively with individuals in other agencies to meet patient’s needs
× Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to
× Communicate effectively with other team members – face to face, through the clinical system and through NHS Net as appropriate.
× Communicate effectively with patients and carers.
× Recognise people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will:
× Apply Practice policies, standards and guidance
× Discuss with other members of the team how the policies, standards and guidelines will affect own work
× Participate in audits and reviews where appropriate.