Job summary
Are you a Medical Receptionist wanting a fresh challenge?
Or perhaps a Customer Service professional looking for a change in career?
Do you want to work for a progressive GP Practice Organisation?
Do you want to work in a friendly and supportive team?
If any of this appeals to you, then you need to be working for PWE Healthcare.
We are a group of three GP practices based over five sites within East Lancashire and if successful you may be required to travel between sites to provide cover for sickness and annual leave etc.
Main duties of the job
Skills you will have include:
Flexibility to work across sites as required.
Experience of greeting patients/customers/visitors and making them feel welcome in a positive and friendly manner
Experience of dealing with a high volume of calls prioritising work and situations
Experience of clerical duties and office procedures
Ability to communicate well in a variety of formats and with peers of all levels up to senior management
Good working knowledge of using MS Office to a competent level especially MS Word, Excel and Outlook
Ability to work well as part of a team and on own initiative
Positive and friendly persona with good interpersonal skills and smart personal presentation
Excellent time-keeping skills and an organised approach to work
A willingness to learn new skills
Ability to promote a positive image of the Practice
Ability to and willingness to work flexibly in response to changing organisational requirements
An interest in working in a healthcare environment.
About us
You will undertake a valuable, respected role at PWE Healthcare. We put patient care at the core of our Practice services
You will be the face and voice of the Practice, delivering care to a diverse practice population. Supported by an experienced team, you will deliver exceptional patient services
You will work collaboratively with the Practice team to meet the needs of patients by providing safe, personal, quality based care
You will be part of a reception rota working shifts typically between 8am-6.30pm
You will support the delivery of policy and support all colleagues as appropriate
You will use your judgement, resourcefulness and common sense and demonstrate flexibility when required
In return, we will give you a friendly, supportive environment to work in. An environment that encourages development, training and career progression, that promotes a team ethos and rewards and recognises you for the value you bring to the role
Job description
Job responsibilities
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person, in writing or via the telephone.
A high degree of accuracy is required in the role as is the ability to work as part of a wider team and on own initiative within practice policy and frameworks.
Outline Job Responsibilities:
General Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance with all written protocols
- Scanning, reading and actioning clinical correspondence
- Managing post
- Photocopy as requested
- Maintain the office filing systems a clear desk and confidentiality
Reception
- Receiving patients consulting with members of practice team
- Processing prescription requests
- Processing all other requests / referring these to others where required.
- Processing and handling repeat prescriptions to patients and checking names and addresses / when medication is due
- Promoting practice services as required eg online access, care navigation etc
- Be able to cover all reception positions as necessary
- Be able to work accurately at a degree of speed and in a busy, pressured environment
- Handle GDPR and other requests for private and legal work in line with practice policy, ensuring deadlines are met
- Handle patient complaints effectively without unnecessary escalation
- Deal with conflict and be able to work with patients to ensure their needs are met in line with practice protocol and available resources.
Appointments
- Process appointment requests for the day and future appointments from patients by telephone and in person
- Prioritise patient needs in line with practice protocols and resources
- Deal with home visit / urgent requests
- Care Navigate patients to the most appropriate sources of help
Computer
- Registrations of new patients be aware of practice protocol and advise patients accordingly, ensuring checks are made in line with practice policy
- Process patients change of address / contact details computer data and medical records (have knowledge of practice area).
- Process repeat prescription requests in accordance with practice guidelines
- Record information on patient records promptly and with a high degree of accuracy
- Undertake back office computer administrative tasks to ensure digital housekeeping protocols are maintained
Patient Recall
- Support the practice with call and recall of patients ensuring patients are invited into practice in line with the needs of the individual and within practice resource
- Proactively invite patients in for routine screening, vaccination and reviews
Telephone
- Have working knowledge of telephone system, during and after hours
Other Tasks
- Develop positive working relationships with clinical and administrative staff
- Welcome locums as required
- Ensure building security at all sites have thorough knowledge of doors/windows/alarm
- Any other tasks allocated by managers
- Flexible approach to working hours / overtime agreeing to requests and cover for staff absence as required
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 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 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 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
Recognise people's needs for alternative methods of communication and respond accordingly.
Job description
Job responsibilities
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person, in writing or via the telephone.
A high degree of accuracy is required in the role as is the ability to work as part of a wider team and on own initiative within practice policy and frameworks.
Outline Job Responsibilities:
General Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance with all written protocols
- Scanning, reading and actioning clinical correspondence
- Managing post
- Photocopy as requested
- Maintain the office filing systems a clear desk and confidentiality
Reception
- Receiving patients consulting with members of practice team
- Processing prescription requests
- Processing all other requests / referring these to others where required.
- Processing and handling repeat prescriptions to patients and checking names and addresses / when medication is due
- Promoting practice services as required eg online access, care navigation etc
- Be able to cover all reception positions as necessary
- Be able to work accurately at a degree of speed and in a busy, pressured environment
- Handle GDPR and other requests for private and legal work in line with practice policy, ensuring deadlines are met
- Handle patient complaints effectively without unnecessary escalation
- Deal with conflict and be able to work with patients to ensure their needs are met in line with practice protocol and available resources.
Appointments
- Process appointment requests for the day and future appointments from patients by telephone and in person
- Prioritise patient needs in line with practice protocols and resources
- Deal with home visit / urgent requests
- Care Navigate patients to the most appropriate sources of help
Computer
- Registrations of new patients be aware of practice protocol and advise patients accordingly, ensuring checks are made in line with practice policy
- Process patients change of address / contact details computer data and medical records (have knowledge of practice area).
- Process repeat prescription requests in accordance with practice guidelines
- Record information on patient records promptly and with a high degree of accuracy
- Undertake back office computer administrative tasks to ensure digital housekeeping protocols are maintained
Patient Recall
- Support the practice with call and recall of patients ensuring patients are invited into practice in line with the needs of the individual and within practice resource
- Proactively invite patients in for routine screening, vaccination and reviews
Telephone
- Have working knowledge of telephone system, during and after hours
Other Tasks
- Develop positive working relationships with clinical and administrative staff
- Welcome locums as required
- Ensure building security at all sites have thorough knowledge of doors/windows/alarm
- Any other tasks allocated by managers
- Flexible approach to working hours / overtime agreeing to requests and cover for staff absence as required
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 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 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 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
Recognise people's needs for alternative methods of communication and respond accordingly.
Person Specification
Experience
Essential
- Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
- Experience of working in a team setting; Experience of dealing with vulnerable people; Experience of dealing with people where English may not be their first language;
Advantageous Skills
Essential
- This is a part time role and would suit someone who ideally wants to work 30 hours per week over 5 days.
Desirable
Driving licence
Essential
- Must hold a full UK driving licence and be willing to work across all our sites.
Qualifications
Essential
- GCSE (or equivalent) Grade A-C In English
Person Specification
Experience
Essential
- Experience of working in a GP Practice or other healthcare setting or customer service setting that involved direct customer/patient contact;
Desirable
- Experience of working in a team setting; Experience of dealing with vulnerable people; Experience of dealing with people where English may not be their first language;
Advantageous Skills
Essential
- This is a part time role and would suit someone who ideally wants to work 30 hours per week over 5 days.
Desirable
Driving licence
Essential
- Must hold a full UK driving licence and be willing to work across all our sites.
Qualifications
Essential
- GCSE (or equivalent) Grade A-C In English
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.
