Job summary
Job Description: Receptionist / Patient Advisor
Must be able to work :
Monday 8:15-5pm
Tuesday AM 8.15am - 6:15pm
Wednesday AM 8.15am - 1:15pm
Thursday AM 8.15am - 1:15pm
MUST have flexibility to cover other shifts for holidays / sickness.
Can be a job share - and so if you can do some of these hours then please do apply.
Job Title
Receptionist / Patient Advisor
Hours
Up to 28 hours per week - Can be job share between two people for the right candidates.
Salary
Starting point £12.21 - rising in April 26
5 weeks holiday plus bank holidays and birthday off!
Responsible to
The Partnership
Accountable to
Practice Manager
Job Purpose
- Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Undertake a variety of administrative duties to assist in the smooth running of the practice.
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Main duties of the job
Principal Responsibilities
The duties and responsibilities to be undertaken by members of the reception 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 Reception Coordinator and Management team, dependent on current and evolving practice workload and staffing levels.
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Care navigate patients requests using the correct dispositions and guidelines to ensure all requests are dealt with correctly and in accordance with the patients medical needs.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Process appointment requests for today/future appointments from patients by telephone and in person.
- Deal with visits/requests
Administration
- Be familiar with all practice protocols and policies
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- To generate EMIS patient online access
- To book voluntary / hospital transport
- To book emergency ambulance when asked to do so
About us
The surgery serves nearly 11,000 patients in Old Amersham, providing general practice provision with a multi disciplinary team.
Two GP Partners lead a team of skilled Advanced Nurse Practitioners, Nurses, Health Care Assistant, Care Coordinators and Pharmacists supported by a team of administrators, team leads and managers.
The team are well embedded, have a strong team focus and work in a supportive and progressive environment.
Job description
Job responsibilities
Administration
- Be familiar with all practice protocols and policies
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- To generate EMIS patient online access
- To book voluntary / hospital transport
- To book emergency ambulance when asked to do so by a clinician
- To be familiar with both practice appointment books and extended hours services
- To be familiar with the practice intranet ( Teamnet)
- To read and respond when necessary to NHS email
- To ensure that the waiting areas are kept presentable for patients during surgery hours
- To activate booking in kiosks
- Additional administration duties on behalf of the practitioners or Practice Manager
Premises
- To open and lock the premises and know the correct procedures for securing the premises
- Know how to contact the alarm companies
- Ensure consulting rooms are cleared after each surgery and prepared for the next surgery
- Ensure reception waiting area is kept tidy and safe for patients
- Place the clinician name plate on the doors
Training
- Undertake training as directed
- Attend primary healthcare team meetings, reception team meetings, and protected time for learning sessions. (PTL)
- To maintain Bluestream training modules
General responsibilities for all staff
The post holder is expected to;
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies.
- Attend mandatory training as identified by the practice
- Highlight potential development areas.
Confidentiality:
The post holder must maintain the confidentiality of information about patients staff and practice business in accordance with the Data Protection Act 1998 and Caldecott principles.
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:
Employees must be aware of the responsibilities placed upon them under the Health Safety at work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors.
All staff have a responsibility to report all clinical and non-clinical accidents, incidents or near-misses promptly and when requested to co-operate with any investigations under-taken.
- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
- Undertaking periodic infection control training (minimum annually)
- Reporting potential risks identified
Equality and Diversity:
The practice has adopted an equal opportunities policy and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination.
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
The duties of the post will evolve over time therefore the above list of duties is not exhaustive and is liable to change in light of developments and changes within the practice .
Job description
Job responsibilities
Administration
- Be familiar with all practice protocols and policies
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- To generate EMIS patient online access
- To book voluntary / hospital transport
- To book emergency ambulance when asked to do so by a clinician
- To be familiar with both practice appointment books and extended hours services
- To be familiar with the practice intranet ( Teamnet)
- To read and respond when necessary to NHS email
- To ensure that the waiting areas are kept presentable for patients during surgery hours
- To activate booking in kiosks
- Additional administration duties on behalf of the practitioners or Practice Manager
Premises
- To open and lock the premises and know the correct procedures for securing the premises
- Know how to contact the alarm companies
- Ensure consulting rooms are cleared after each surgery and prepared for the next surgery
- Ensure reception waiting area is kept tidy and safe for patients
- Place the clinician name plate on the doors
Training
- Undertake training as directed
- Attend primary healthcare team meetings, reception team meetings, and protected time for learning sessions. (PTL)
- To maintain Bluestream training modules
General responsibilities for all staff
The post holder is expected to;
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies.
- Attend mandatory training as identified by the practice
- Highlight potential development areas.
Confidentiality:
The post holder must maintain the confidentiality of information about patients staff and practice business in accordance with the Data Protection Act 1998 and Caldecott principles.
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:
Employees must be aware of the responsibilities placed upon them under the Health Safety at work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors.
All staff have a responsibility to report all clinical and non-clinical accidents, incidents or near-misses promptly and when requested to co-operate with any investigations under-taken.
- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
- Undertaking periodic infection control training (minimum annually)
- Reporting potential risks identified
Equality and Diversity:
The practice has adopted an equal opportunities policy and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination.
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
The duties of the post will evolve over time therefore the above list of duties is not exhaustive and is liable to change in light of developments and changes within the practice .
Person Specification
Qualifications
Essential
- GCSE Grade A-C in English and Maths
Person Specification
Qualifications
Essential
- GCSE Grade A-C in English and Maths
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.
