Patient Services Clerk

Wareham Surgery

PATIENT SERVICES CLERK – JOB DESCRIPTION

MAIN PURPOSE OF POST: To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff at this very busy practice.

RESPONSIBLE TO:  Line Manager

HOURS OF WORK: 25 hours, to include mornings, afternoons and evenings each week. All hours are subject to alteration during periods of cover for colleagues’ leave or sickness; reception is covered between 7:30am and 7:30pm, Monday to Friday (and Saturday and Sunday should it become necessary).

MAIN RESPONSIBILITIES OF THE POST:

1. RECEPTION DUTIES
Ensure efficiency of appointment system and monitor flow of patients into consulting rooms and treatment rooms and ensure that patients without appointments who need “urgent consultation” are managed in a logical and non-disruptive manner

a. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
b. Respond to all queries and requests for assistance from patients and other visitors.
c. Receive and make calls as required. Divert calls and take messages as appropriate.
d. Enter requests for home visits on to visit list stating relevant information, and follow the practice protocol for any other instructions regarding visits
e. Ensure that requests for prescriptions are actioned within 48 hours.
f. Be conversant with the practice computer system with particular regard to patient identity and repeat prescribing.
g. Advise patients of relevant charges for private services, accept payment and issue receipts for same.
h. Any other duties which might reasonably be expected of the post including Quality and Safety recalls.

2. MANAGEMENT OF APPOINTMENT SYSTEM

a. Ensure total familiarity with the appointment system, including regular and incidental variations.
b. Familiarity with services offered by the Practice, e.g. CDM clinics, phlebotomy services, repeat prescriptions, etc.
c. Book appointments ensuring correct information is recorded.
d. Monitor effectiveness of the system and report any problems or variations required.

3. MANAGEMENT OF MEDICAL RECORDS

a. Scan patient information into appropriate patient record as directed by the doctor or the Workflow Operator.
b. Retrieve and re-file records as required, ensuring that strict alphabetical order is adhered to.
c. Ensure records are kept neat and tidy and in good repair with all the necessary information on the cover.
d. Amend patient details on the computer and on the paper records when changes occur.

4. START AND END OF DAY PROCEDURES including

a. Open up premises at the start of the day, turn off alarm system and make all necessary preparation to receive patients.
b. Ensure that the telephone system is operational at the beginning of each day and switched over to the night service at the end of the day.
c. Secure premises at the end of the day, ensuring the building is secured, all unnecessary lights are off and alarm activated.

SPECIAL REQUIREMENTS OF THE POST:

a. An understanding, acceptance and adherence to the need for strict confidentiality.
b. An ability to use own judgement, resourcefulness, common sense and local knowledge to respond to patients’ enquiries and requests.
c. The need to be extremely flexible and be prepared to cover leave and sickness, sometimes at short notice.
d. Excellent communication skills.

THE NHS PENSION SCHEME

All GP practice staff are entitled to join the NHS Pension Scheme. For full details please access their website at www.nhsbsa.nhs.uk/pensions.

Please see here for an application form for a Patient Services Clerk vacancy at Wareham Surgery, application forms can be sent to marianne.hunter@dorsetgp.nhs.uk and are available on our Wareham Surgery Website