Job summary
As our patient list size continues to increase, (currently approx. 5883 patients), an opportunity has arisen for an administrator/receptionist to join our patient centred, friendly and supportive research and training practice. Ideally, we require full time hours (37.5 per week). Previous experience not necessary, as training will be provided.
The purpose of the role is to be the first point of contact for patients and act as a focal point of communication between patients, doctors, nurses and support staff. In return, we are able to offer, future training and development opportunities, a competitive salary, NHS Pension Scheme and inclusion into the practice bonus scheme. We also offer free food Friday's!
Main duties of the job
You will need to be a good communicator, with excellent interpersonal and customer service skills; especially under pressure. Due to the nature of the role, you will have a range of patient facing and administrative tasks, so excellent organisational skills and time management are critical. A caring, empathetic nature is also essential.
Previous reception/admin and/or customer service skills are desirable, though not essential, as training will be provided. IT skills are also required.
About us
https://www.romanroadhealthcentre.co.uk/home/
The practice is based in a purpose built health centre in East Lancashire, within 1 mile of the local NHS hospital. Our practice consists of, 2 GP Partners, 1 salaried and 2 sessional GP's. Our practice clinical team also comprises of 2 Practice Nurses and 1 Trainee Nurse Associate. We also have a Physician Associate, Nurse Associate, Associate Psychologist, Mental Health Practitioner, 1 Clinical Pharmacist and 2 Pharmacy Technicians, who are employed under the PCN additional roles scheme (ARRS).There are also other community services, who operate from the health centre. We offer excellent management and administrative support and have regular team meetings. We are strongly involved in training, taking trainee GP's, as well as medical students from Manchester. We also take student nurse placements. We strongly value professional development and actively encourage and support ongoing training. We are also a research practice, undertaking research studies under the North West Coast Clinical Research Network. We are a consistently high achieving QoF practice and are part of a well established Primary Care Network. We have a caring and supportive ethos, with higher than average patient satisfaction and are looking for someone who wants to help us to improve / maintain this.
Job description
Job responsibilities
To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to:-
- Answering telephone calls and dealing with face to face enquiries.
- Politely greeting patients and visitors to the surgery.
- Scheduling appointments for patients.
- Checking patients in.
- Dealing with all requests in an efficient and courteous manner.
- Screening enquiries for the doctors and practice staff.
- Actioning the practice e-mails.
- Registering new patients at the surgery.
- Accurately collecting information and personal details about patients.
- Contacting patients to pass on test results /messages to patients as instructed by medical professionals.
- Arranging prescriptions for patients.
- Maintaining a clean reception and waiting area to show a professional image.
- Opening post, scanning and forwarding it onto the relevant parties.
- Processing on-line patient documents.
- Covering colleagues during times of annual leave.
- Any other tasks allocated by managers
Confidentiality:
The practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
- 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
- Reporting potential risks identified
Equality and Diversity:
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 practice continually strives to improve work processes which deliver healthcare with improved results across all areas. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
The post-holder will also 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 recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly
Job description
Job responsibilities
To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to:-
- Answering telephone calls and dealing with face to face enquiries.
- Politely greeting patients and visitors to the surgery.
- Scheduling appointments for patients.
- Checking patients in.
- Dealing with all requests in an efficient and courteous manner.
- Screening enquiries for the doctors and practice staff.
- Actioning the practice e-mails.
- Registering new patients at the surgery.
- Accurately collecting information and personal details about patients.
- Contacting patients to pass on test results /messages to patients as instructed by medical professionals.
- Arranging prescriptions for patients.
- Maintaining a clean reception and waiting area to show a professional image.
- Opening post, scanning and forwarding it onto the relevant parties.
- Processing on-line patient documents.
- Covering colleagues during times of annual leave.
- Any other tasks allocated by managers
Confidentiality:
The practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
- 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
- Reporting potential risks identified
Equality and Diversity:
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 practice continually strives to improve work processes which deliver healthcare with improved results across all areas. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
The post-holder will also 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 recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly
Person Specification
Experience
Essential
- * Excellent communication skills
- * Customer service experience
- * IT Skills
- * Flexibility
Desirable
- * Previous GP reception experience
- * Emis Web knowledge
Qualifications
Essential
- GCSE grade A to C in English and Maths
Person Specification
Experience
Essential
- * Excellent communication skills
- * Customer service experience
- * IT Skills
- * Flexibility
Desirable
- * Previous GP reception experience
- * Emis Web knowledge
Qualifications
Essential
- GCSE grade A to 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.
