Telephone/appointment Clerk - Scarborough, United Kingdom - Ayton & Snainton Medical Practice

Description

Job Summary:
The purpose of the role is to: Work alongside existing reception and dispensary staff to provide a sensitive, efficient and confidential service to patients Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, via the telephone Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies


Duties and Responsibilities:

The duties and responsibilities to be undertaken by members of the practice telephone/appointment team may include any or all of the items in the following list.

Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving practice workload and staffing levels:
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately Deal with requests for visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Taking messages and passing on information Booking Ambulances at the patients/doctors request Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers Input data into the patients healthcare records as necessary Any other tasks which may be considered appropriate to the post of Telephone/

Appointment Clerk 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 implement and lead on a full range of promotion and management their own and others health and safety and infection control as defined in the practice Health & Safety Policy and the practice Infection Control policy and published procedures.

This will include (but will not be limited to): Using personal security systems within the workplace according to practice guidelines Awareness of national standards of infection control and cleanliness and regulatory / contractual / professional requirements, and good practice guidelines Correct use of Personal Protective Equipment (PPE) Use and monitoring of the correct use of standard operating procedures for cleaning and infection control Responsible for correct hand hygiene of self and others Ownership of infection control and clinically based patient care protocols, and implementation of those protocols within the team Active observation of current working practices across the team in relation to infection control, cleanliness and related activities, ensuring that procedures are followed and weaknesses / training needs are identified, escalating issues as appropriate Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across clinical and patient process Making effective use of training to update knowledge and skills, and initiate and manage the training of others across the full range of infection control and patient processes Monitoring practice facilities and equipment in relation to infection control, ensuring that provision of hand cleansing facilities, wipes etc are sufficient to ensure a good clinical working environment.

Lack of facilities to be escalated as appropriate.

Safe management of sharps procedures including training, use, storage and disposal Using appropriate infection control procedures, maintaining work areas in a tidy, clean and sterile, and safe way, free from hazards.

Initiation of remedial / corrective action where needed or escalation to responsible management Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, sterile, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consu