Job summary
Are you looking for an exciting opportunity to join a
supportive, professional and friendly GP Practice Team?
We are looking to recruit additional members of the Patient Services Team to join our practice in Wellington. We are looking to fill multiple positions and will consider both full and part time hours, working pattern negotiable.
The Patient Services Advisors provide the first point of contact for
patients while projecting a positive and friendly image to them and to other
visitors, either in person or via the telephone, and to direct patient queries
appropriately in a courteous and efficient way. They are responsible for
undertaking a wide range of administration duties and the provision of general
support to the multidisciplinary team.
Main duties of the job
Duties can include but are not limited to:
- Assisting patients via the
telephone or face to face in an efficient and caring manner
- Being the first point of
contact for patients and all visitors to the surgery, presenting a calm and friendly image.
- Dealing with
enquiries efficiently, courteously and with respect, ensuring
that the correct details are recorded and either answered or forwarded promptly
to relevant personnel
- Making appointments
and operating the appointments system as directed by the GP Partners
- Receiving requests for repeat prescriptions and
ensuring that requests are acted upon in accordance with Practice policies and
procedures
- Explaining practice registration arrangements and formal requirements to new patients and those seeking
temporary registration
- Opening the premises
punctually in the morning and to make all necessary preparations to receive
patients
- Ensuring that the rights,
confidentiality and privacy of the patient are observed at all times.
About us
Wellington Medical Centre is a well established, large training practice, providing high quality care to our 22,600 patients.
We will ensure that you feel welcome, well supported and a valued member of our team.
Benefits of working for Wellington Medical Centre:
- Access to the NHS Pension Scheme with 20% employer contribution
- Life assurance scheme via the NHS Pension scheme
- Dedication to staff development and educational opportunities
- NHS & Blue Light Card Discounts
- Frequent social outings
Job description
Job responsibilities
Reception Front Desk & General Duties
-
A large proportion of your time
will be taken assisting patients via the telephone or face to face in an efficient
and caring manner
-
To ensure that the telephone
service is operating correctly.
-
To be the first point of
contact for patients, receiving and directing patients and other visitors
appropriately.
-
To present a calm and friendly
image to patients.
- To advise patients of relevant
charges to private (non-National Health Service) services, accept payment and
issue receipts for same.
- To make and receive telephone
calls as required in a polite and timely manner, and record messages accurately
and comprehensively.
- To deal with enquiries from
patients efficiently and courteously and with respect, ensuring that the
correct details are recorded and either answered or forwarded promptly to
relevant personnel.
- To make appointments and
operate the appointments systems as directed by the GP partners
- Using your judgement and
communication skills, to ensure that patients in urgent need are flagged to the
Lead GP in a logical and non-disruptive manner or directed to more urgent care
where appropriate.
- To receive
requests for repeat prescriptions and ensure that requests are acted upon in
accordance with Practice policies and procedures.
- Enter accurate information on
to the computer systems as required.
- To leave Reception with no
unresolved problems for the next shift wherever possible, or ensure unresolved
problems are properly handed over to incoming staff
- To undertake a variety of tasks
at the request of Doctors, for example telephoning the laboratory for test
results and recording accurately in the patients notes, contacting the patient
to request they come in for blood tests or a consultation.
- To ensure locum staff can
access the computer systems, have everything they require for their session and
know where to find other things they may need e.g. emergency drugs and
resuscitation equipment.
Patient Registrations
-
To comply with the Practices
Registration procedures
- To explain practice
arrangements and formal requirements to new patients and those seeking
temporary registration.
- To check and ensure that the
patient lives within the practice area before accepting a new registration.
- To process patients change of
address (both on computer and paper records) checking that the new address is
within the practice area.
- To inform the relevant team
about patients who have moved out of area so they can begin deduction proceedings
and advise appropriate organisations that a patient is deceased.
Premises and Security
-
To open the premises punctually
in the morning and to make all necessary preparations to receive patients.
- When last on duty in the
evening, to ensure that the building is totally secure and if appropriate that
internal lights are switched off and the alarm is activated.
- To ensure that computer
prescription paper and prescription pads are securely locked away, and to
provide them to GPs when requested.
- To ensure all computer screens
are turned off at the end of each working day in the PSA office/hub.
Health & Safety
-
To ensure that the Reception
and public waiting areas are clean, neat and safe from hazards to the public at
all times, tidying toys and magazines as necessary.
- To report any incident
happening to a member of staff or the public to the Health & Safety Lead
Officer or Practice Manager, and to prepare a written report and ensure the
person involved is seen by a doctor if necessary.
Administration
-
To ensure the maintenance of
accurate records in line with practice policy
- To participate in compiling
relevant statistics to meet the requirements of the practice as requested
- To ensure the appropriate
disposal of confidential waste
- To extract, check, file and
tidy medical records as required.
- To receive incoming post, sort
and ensure onward delivery. To prepare outgoing post and record as required.
- To update patient records kept
on computer.
- To contribute towards the
achievement of the Practices targets as required.
- To use office equipment e.g.
fax, photocopier as requested.
- To ensure that all equipment is
in safe working order, and that any malfunctions are reported appropriately
Education
-
To support students undertaking
work placement at the practice, and new staff as required.
Communication & Liaison
-
To participate as a member of
the Patient Services Team to provide optimum patient care.
- To work in a collaborative and
co-operative manner with other members of the Practice Team.
- To participate in team meetings
and participate in Practice and external meetings as required.
- To provide patients with clear
and concise information appropriate to their needs.
- To participate in investigating
complaints made by patients relating to the Patient Services Team.
- To liaise with the Doctors and
regarding their appointment schedules.
- To display posters, leaflets
and patient information as appropriate, and update notice boards periodically.
- To relay messages to
appropriate staff including attached staff e.g. District Nurses, Community
Nurses, Midwives.
Professional Development
-
To have a thorough knowledge of
all Practice Procedures.
- To be responsible for the
evaluation of your own work.
- To participate in Performance
Reviews and in developing his/her own objectives.
- To continue professional
development through a variety of strategies including attending study days, lectures,
seminars, courses and clinical placements.
- To undertake further prescribed
training as required.
General
- To ensure that the rights,
confidentiality and privacy of the patient are observed at all times.
- To be conversant and comply
with the Health & Safety Policy and procedures including fire precautions
and procedures for evacuation.
- To promote equal opportunities
for staff and patients in accordance with Practice Policies.
- To provide cover for colleagues
who are absent due to annual leave or sickness as required.
- This job description is not
inflexible. The duties of the post holder may be reviewed and amended from time
to time.
- To carry out any other duties
that are within your area of competence and considered relevant to the post.
Job description
Job responsibilities
Reception Front Desk & General Duties
-
A large proportion of your time
will be taken assisting patients via the telephone or face to face in an efficient
and caring manner
-
To ensure that the telephone
service is operating correctly.
-
To be the first point of
contact for patients, receiving and directing patients and other visitors
appropriately.
-
To present a calm and friendly
image to patients.
- To advise patients of relevant
charges to private (non-National Health Service) services, accept payment and
issue receipts for same.
- To make and receive telephone
calls as required in a polite and timely manner, and record messages accurately
and comprehensively.
- To deal with enquiries from
patients efficiently and courteously and with respect, ensuring that the
correct details are recorded and either answered or forwarded promptly to
relevant personnel.
- To make appointments and
operate the appointments systems as directed by the GP partners
- Using your judgement and
communication skills, to ensure that patients in urgent need are flagged to the
Lead GP in a logical and non-disruptive manner or directed to more urgent care
where appropriate.
- To receive
requests for repeat prescriptions and ensure that requests are acted upon in
accordance with Practice policies and procedures.
- Enter accurate information on
to the computer systems as required.
- To leave Reception with no
unresolved problems for the next shift wherever possible, or ensure unresolved
problems are properly handed over to incoming staff
- To undertake a variety of tasks
at the request of Doctors, for example telephoning the laboratory for test
results and recording accurately in the patients notes, contacting the patient
to request they come in for blood tests or a consultation.
- To ensure locum staff can
access the computer systems, have everything they require for their session and
know where to find other things they may need e.g. emergency drugs and
resuscitation equipment.
Patient Registrations
-
To comply with the Practices
Registration procedures
- To explain practice
arrangements and formal requirements to new patients and those seeking
temporary registration.
- To check and ensure that the
patient lives within the practice area before accepting a new registration.
- To process patients change of
address (both on computer and paper records) checking that the new address is
within the practice area.
- To inform the relevant team
about patients who have moved out of area so they can begin deduction proceedings
and advise appropriate organisations that a patient is deceased.
Premises and Security
-
To open the premises punctually
in the morning and to make all necessary preparations to receive patients.
- When last on duty in the
evening, to ensure that the building is totally secure and if appropriate that
internal lights are switched off and the alarm is activated.
- To ensure that computer
prescription paper and prescription pads are securely locked away, and to
provide them to GPs when requested.
- To ensure all computer screens
are turned off at the end of each working day in the PSA office/hub.
Health & Safety
-
To ensure that the Reception
and public waiting areas are clean, neat and safe from hazards to the public at
all times, tidying toys and magazines as necessary.
- To report any incident
happening to a member of staff or the public to the Health & Safety Lead
Officer or Practice Manager, and to prepare a written report and ensure the
person involved is seen by a doctor if necessary.
Administration
-
To ensure the maintenance of
accurate records in line with practice policy
- To participate in compiling
relevant statistics to meet the requirements of the practice as requested
- To ensure the appropriate
disposal of confidential waste
- To extract, check, file and
tidy medical records as required.
- To receive incoming post, sort
and ensure onward delivery. To prepare outgoing post and record as required.
- To update patient records kept
on computer.
- To contribute towards the
achievement of the Practices targets as required.
- To use office equipment e.g.
fax, photocopier as requested.
- To ensure that all equipment is
in safe working order, and that any malfunctions are reported appropriately
Education
-
To support students undertaking
work placement at the practice, and new staff as required.
Communication & Liaison
-
To participate as a member of
the Patient Services Team to provide optimum patient care.
- To work in a collaborative and
co-operative manner with other members of the Practice Team.
- To participate in team meetings
and participate in Practice and external meetings as required.
- To provide patients with clear
and concise information appropriate to their needs.
- To participate in investigating
complaints made by patients relating to the Patient Services Team.
- To liaise with the Doctors and
regarding their appointment schedules.
- To display posters, leaflets
and patient information as appropriate, and update notice boards periodically.
- To relay messages to
appropriate staff including attached staff e.g. District Nurses, Community
Nurses, Midwives.
Professional Development
-
To have a thorough knowledge of
all Practice Procedures.
- To be responsible for the
evaluation of your own work.
- To participate in Performance
Reviews and in developing his/her own objectives.
- To continue professional
development through a variety of strategies including attending study days, lectures,
seminars, courses and clinical placements.
- To undertake further prescribed
training as required.
General
- To ensure that the rights,
confidentiality and privacy of the patient are observed at all times.
- To be conversant and comply
with the Health & Safety Policy and procedures including fire precautions
and procedures for evacuation.
- To promote equal opportunities
for staff and patients in accordance with Practice Policies.
- To provide cover for colleagues
who are absent due to annual leave or sickness as required.
- This job description is not
inflexible. The duties of the post holder may be reviewed and amended from time
to time.
- To carry out any other duties
that are within your area of competence and considered relevant to the post.
Person Specification
Qualifications
Essential
- 4 GCSE (or equivalent) Maths & English
Desirable
- Customer service qualification
- More information is available in the Job Description and Person Specification document attached to this post.
Knowledge and Skills
Essential
- Good vocabulary, accurate spelling, clear handwriting
- Accurate with attention to detail
- Ability to understand and comply with the need for strict confidentiality
- Able to operate in windows applications
- Good interpersonal skills with people face to face and over the telephone
Desirable
- Knowledge of medical terminology
- More information is available in the Job Description and Person Specification document attached to this post.
Experience
Essential
- Experience working in a front-line position
Desirable
- Experience of working in a multi-disciplinary team environment, possibly in a medical setting, public service or customer care setting
- Experience of EMIS Web (our clinical database system)
- Direct experience of working with a PC workstation
- Previous experience working in GP surgery, other medical setting, dental, public service
- More information is available in the Job Description and Person Specification document attached to this post.
Person Specification
Qualifications
Essential
- 4 GCSE (or equivalent) Maths & English
Desirable
- Customer service qualification
- More information is available in the Job Description and Person Specification document attached to this post.
Knowledge and Skills
Essential
- Good vocabulary, accurate spelling, clear handwriting
- Accurate with attention to detail
- Ability to understand and comply with the need for strict confidentiality
- Able to operate in windows applications
- Good interpersonal skills with people face to face and over the telephone
Desirable
- Knowledge of medical terminology
- More information is available in the Job Description and Person Specification document attached to this post.
Experience
Essential
- Experience working in a front-line position
Desirable
- Experience of working in a multi-disciplinary team environment, possibly in a medical setting, public service or customer care setting
- Experience of EMIS Web (our clinical database system)
- Direct experience of working with a PC workstation
- Previous experience working in GP surgery, other medical setting, dental, public service
- More information is available in the Job Description and Person Specification document attached to this post.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
