Job Description

Welcoming patients at the reception desk in a polite and friendly manner Accepting patients’ arrival for appointments for surgery and routing of patients appropriately Handling of general queries and explaining surgery procedures Anticipating, preventing, and dealing with problems at Reception and in the waiting room Leaving the reception desk tidy ready for incoming colleagues, ensuring that prescriptions promised for the same day collection are ready and passing on information concerning unsolved and urgent problems Dealing with new patients wishing to register at the Surgery providing them with a New Patient Registration Pack as per Registration of New Patients Policy. Issue of Summary Care Record Pack to new patients. Explain to the patient and ask them to complete the appropriate form Dealing with notifications of change of address and/or change of name Accept requests for repeat prescriptions face-to-face, electronically or from the pharmacy and process as per Repeat Prescribing Policy If request is face-to-face verify with the patient the time the prescription will be ready for collection Check Prescription Box at regular intervals throughout the day Liaise with local Pharmacists re: collections and prescription queries Check emails and process any ‘on line’ prescriptions requests At the end of the day lock signed prescriptions waiting for collection in the designated filing cabinet. Leave key in agreed place Empty prescription printers and lock blank prescriptions in agreed place Record incoming and outgoing prescriptions pads according to Prescription Security Protocol Answer telephone promptly, politely, and discretely so that other patients cannot hear confidential medical information Understand telephone system and how it works Make appointments, record requests for home visits, deal with queries from other health care professionals and patients Receive and record telephone messages using Daybook as per the practice messages Policy Daily use of the clinical software system EMIS following appropriate training Record information which is accurate and legible Process messages to all Clinicians and other members of staff in a timely and accurate manner and according to the in-house protocols Liaise with other Health Care Professionals and agencies as requested Open emails daily to ensure good channels of communication, both internal and external, is maintained Attend staff meetings Attend LTI Sessions Work as a team member

Training and Qualification

Level 2 Customer Service Practitioner standard apprenticeship College attendance is required monthly

Required Skills & Qualification

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience, Physical fitness

GCSE or equivalent English (Grade C/4 or above) EssentialGCSE or equivalent Maths (Grade C/4 or above) Essential

Apprenticeship Standard

Customer service practitioner Level 2 (GCSE)

Employer

Rochdale Road Medical Centre

Rochdale Road Medical Centre 48a Rochdale Road Middleton M24 2PU

Provider

BURY COLLEGE