Chelsea Mckay

My main duties as a Correspondence Clerk:

• Using systems such as, SystmOne, Accurx, IGPR, PRISM and e-RS.
• Processing and read-coding all incoming clinic letters, discharges and other documents using our formulary.
• Monitoring incoming NHSmail.
• Outgoing referrals and advice and guidance requests, using the e-RS choose & book system.
• Creating practice referrals if no PRISM pathways are available.
• Summarising Lloyd George notes.
• Quarterly searches as part of the practice data cleanse for key QOF indicators.
• Weekly referral searches via clinical reporting to ensure all referrals have been sent, for 2WW referrals and routine.
• Dealing with practice incoming tasks and other general action tasks.
• Refreshing any incoming tasks and redirecting them appropriately
• Checking cancer QOF targets, such as provision of information and cancer care reviews.
• Updating Protocols
• Monitoring the 'not our patients' documents and redirecting them correctly.
• Coding registration forms.
• Inputting vaccinations.
• Staff Rotas for the correspondence team.
• Sitting with new staff, admin and clinical, explaining the purpose of our department.
• Any new staff training.
• Creating and monitoring Transferring Care Safely concerns.
• Covering annual leave and sickness.
• Medical record (SARs) requests using IGPR.

All of these above roles demonstrate a various range of skills, such as:

• Showing initiative in suggesting improvements for clerical processes, contributing towards operational improvements.
• Prioritising tasks effectively to meet strict deadlines without compromising quality of work.
• Using professional language in drafting responses to enquiries, projecting a positive image of the organisation.
• Maintaining confidentiality of sensitive information, ensuring trust from patients and colleagues alike.
• Showcasing excellent multitasking abilities when juggling multiple responsibilities.
• Following office procedures and protocol updates by regularly participating in training sessions.
• Adapting quickly to new systems introduced in our office to help manage correspondence, minimising the disruption to workflow. Also updating all clinical staff of any system changes that may be relevant.
• Ensuring accuracy with diligent proofreading of incoming correspondence, whilst maintaining attention to detail and precision.
• Working with colleagues to streamline administrative processes and improve workflow.
• Providing support to office staff, resulting in increased productivity.

I originally started in this role as an Apprentice. My apprenticeship was in customer service. I completed my apprenticeship in reception and then became a full time receptionist.

My main reception duties were:

• Answering and triaging incoming and outgoing telephone calls.
• Booking patient appointments.
• Adding and amending clinics.
• Monitoring and actioning general action tasks.
• Dealing with patients face to face at the front desk.
• Scanning documents into the system.
• Communicating with clinicians and labs directly as appropriate.
• Assisting with general admin duties.

The above duties ensured I developed skills such as:

• Good time management, by completing general action tasks whilst adhering to strict deadlines.
• Handling appointment scheduling to ensure smooth daily operations.
• Maintaining an organised reception area for a professional environment.
• Assisting with administrative tasks, improving overall functionality of the office.
• Excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
• Managing phone calls, resulting in effective communication flow.
• Utilising multi-line telephone system to manage incoming calls effectively.
• Providing valuable support during busy periods, contributing to successful outcomes under high pressure.
• Enhancing customer satisfaction by efficiently managing all front desk enquiries and updating patients.
• Upheld confidentiality with sensitive information handling procedures.