Patient Support Receptionist

Patient Support Team Responsibilities Reception Front • Opening up the surgery you will be responsible for de-activating the alarm, un-locking the main doors and follow check-list of duties in the morning. • Replenishing baskets on front desk with urine and stool pots and FIT Tests. • Marking patients as arrived for appointments and booking patients into the Walk In Centre. These patients require further triaging to assess urgency and appropriacy and to determine where the patient should wait. • Monitor patient queues, dealing with patient queries, collection of blood forms, urine samples, private letters, deliveries, couriers etc. You will be required to deal with frustrated and angry patients in a calm, empathetic and courteous manner. • Closing down the surgery, locking main doors and windows, ensuring side doors are closed, switching off computers, • changing door names, emptying shredding bins and tidying reception waiting area in preparation for the next day. Reception Back: • Answering the telephones, in an efficient and timely manner. • Sign-posting patients to the relevant department or clinician; i.e GP telephone triage, F2F, Physio, Pharmacist, Pharmacist Admin, Practice nurse, Flu Clinic, Cryo/Minor ops, directing patients to website for Med3s or SystmConnects. • Answering the emergency line and dealing with home visit requests. • Taking urgent results via the hospital path lab, completing the Ardens template and informing duty doctor. • Receiving death notifications from family members/paramedics/care homes and following protocol with a calm and empathetic manner. • You will keep abreast of notifications, emails and Teamnet updates daily as the business is ever changing. SystmOne on-line / NHS App: • Assisting patients to access the on-line service and NHS app, whether this is over the telephone or in person, ensuring patient identification has been confirmed. • Allowing access for parents to the under 16s Results/Letters & miscellaneous tasks: • Communicating test results via SMS, letter or telephone call, ensuring red flags are dealt with in a timely manner. • Hospital letters same process as above. • Actioning miscellaneous tasks set by GP. This could include printing and posting blood/stool/urine forms, FIT kits and Med3s. • Postage for the surgery, including franking and delivering to the post office. Topping up the funds on the Franking machine. Prescriptions: • Issuing prescriptions for patients via the SystmOne on-line service and sending them by electronic transfer to patients designated pharmacy. • Monitoring and issuing prescriptions via our designated prescription email address from local pharmacies and appliance contractors. • Issuing prescriptions sent in manually. Clinics: • Where needed, cancelling a high number of appointments/clinics due to sickness/rota changes, sometimes at very short notice. Ensuring urgent appointments are re-booked in a timely manner. • Moving appointments to alternative clinics due to staff absences. • Booking clinics using S1 waiting lists, i.e Cryo/Minor Ops/Sphere • Supporting clinicians that are working remotely with their administration. Systmconnects: Completing the initial process and responding to the patient, enabling PST to then signpost to relevant GP/Nurse/Pharmacist/Admin - whilst reacting to red flags within 1 hour of submission Job description Job responsibilities Patient Support Team Responsibilities Reception Front • Opening up the surgery you will be responsible for de-activating the alarm, un-locking the main doors and follow check-list of duties in the morning. • Replenishing baskets on front desk with urine and stool pots and FIT Tests. • Marking patients as arrived for appointments and booking patients into the Walk In Centre. These patients require further triaging to assess urgency and appropriacy and to determine where the patient should wait. • Monitor patient queues, dealing with patient queries, collection of blood forms, urine samples, private letters, deliveries, couriers etc. You will be required to deal with frustrated and angry patients in a calm, empathetic and courteous manner. • Closing down the surgery, locking main doors and windows, ensuring side doors are closed, switching off computers, • changing door names, emptying shredding bins and tidying reception waiting area in preparation for the next day. Reception Back: • Answering the telephones, in an efficient and timely manner. • Sign-posting patients to the relevant department or clinician; i.e GP telephone triage, F2F, Physio, Pharmacist, Pharmacist Admin, Practice nurse, Flu Clinic, Cryo/Minor ops, directing patients to website for Med3s or SystmConnects. • Answering the emergency line and dealing with home visit requests. • Taking urgent results via the hospital path lab, completing the Ardens template and informing duty doctor. • Receiving death notifications from family members/paramedics/care homes and following protocol with a calm and empathetic manner. • You will keep abreast of notifications, emails and Teamnet updates daily as the business is ever changing. SystmOne on-line / NHS App: • Assisting patients to access the on-line service and NHS app, whether this is over the telephone or in person, ensuring patient identification has been confirmed. • Allowing access for parents to the under 16s Results/Letters & miscellaneous tasks: • Communicating test results via SMS, letter or telephone call, ensuring red flags are dealt with in a timely manner. • Hospital letters same process as above. • Actioning miscellaneous tasks set by GP. This could include printing and posting blood/stool/urine forms, FIT kits and Med3s. • Postage for the surgery, including franking and delivering to the post office. Topping up the funds on the Franking machine. Prescriptions: • Issuing prescriptions for patients via the SystmOne on-line service and sending them by electronic transfer to patients designated pharmacy. • Monitoring and issuing prescriptions via our designated prescription email address from local pharmacies and appliance contractors. • Issuing prescriptions sent in manually. Clinics: • Where needed, cancelling a high number of appointments/clinics due to sickness/rota changes, sometimes at very short notice. Ensuring urgent appointments are re-booked in a timely manner. • Moving appointments to alternative clinics due to staff absences. • Booking clinics using S1 waiting lists, i.e Cryo/Minor Ops/Sphere • Supporting clinicians that are working remotely with their administration. Systmconnects: Completing the initial process and responding to the patient, enabling PST to then signpost to relevant GP/Nurse/Pharmacist/Admin - whilst reacting to red flags within 1 hour of submission