Job responsibilities
Job purpose/summary:
To provide an efficient and friendly
service to the practice by answering calls in a professional manner and
providing an effective service to patients attending their appointments or
when accessing other facilities provided. Offering support and direction to
patients in a courteous manner and making sure that communication between
patients, members of the primary health care team and other secondary
agencies is effective.
You
will be expected to undertake a variety of administrative duties to assist in
the smooth operation of the practice, including the provision of clerical
support to Clinical Staff and other members of the practice team. You will
need to ensure medical records are kept up to date and to provide general
assistance to the practice team whilst projecting a positive and friendly
image to patients and other visitors either face to face or via telephone.
Main Duties &
Responsibilities
1 Ensure an effective and efficient
reception service is provided to patients and any other visitors to the
practice
Ensure
an effective and efficient reception service is provided to patients and any
other visitors to the practice
Deal
with all general enquiries, explain procedures and make new and follow-up
appointments
Using
your own judgment and communication skills to ensure that patients with no
prior appointment but who need urgent consultation are seen in a logical and
non-disruptive manner
Explain
practice arrangements and formal requirements to new patients and those
seeking temporary cover and ensure procedures are completed
Processing
and distributing incoming and outgoing mail hardcopy and electronic
Maintain
telephone performance standards
Process
repeat prescription requests and ensure that they are ready for collection by
the patient within 72 hours, either on the computer or manually
Action
administrative responsibilities accurately and in a timely manner
Inform
patients of relevant charges for private (non General Medical Services)
services, accept payment and issue receipts for all payments
Computer
data entry / data allocation and collation; processing and recording
information in accordance with practice procedures
Providing
clerical assistance to the practice as required including word/data
processing, filing, photocopying and scanning
Undertake
any other additional duties appropriate to the post as requested by the
Partners or Practice Manager
Any
other delegated duties appropriate to this post
Assisting
with the recalling of patients for Quality Outcomes Frame work
Knowledge, Skills and Experience Required
1 Customer
Service
2 Multitasking
and prioritising
3 Familiarity
with Microsoft Office
What we can offer you
1.
We
offer a competitive Salary
2.
A
tailored comprehensive induction programme and we provide a supportive
working environment with an appropriate on call clinician for support and
advice.
3.
We
also offer highest possible governance support, an excellent working
environment
4. NHS Pension, maternity, sick and
injury benefits
5. 5 weeks Annual Leave + 8 Public
holidays
6. We use Clarity TeamNet to record
leave, sickness, appraisals and training.
7. Exciting opportunities for further
progression and professional development along with flexible hours
Workload Support
Support from highly efficient and
organised clinical, operational and HR teams which includes:
GPs, Practice Nurses, ANPs, Heath
Care Assistants, First Contact Practitioners, MSK Specialists, Health
Coaches, Clinical Pharmacists, Dedicated Back Office Team, Dedicated HR Team,
IT team to support all clinicians and a diverse clinical team means that you
will see most relevant patients and benefit from reduced levels of paperwork.
Personal Development
1.
Participation in an annual individual performance review, including taking
responsibility for maintaining a record of own personal and/or professional
development
To
always act within the NMC Code of Conduct and Scope of Professional Practice
Taking
responsibility for own development, learning and performance and
demonstrating skills and activities to others who are undertaking similar
work.
Role Specific Competencies
1.Computer Literacy including a solid
working knowledge of MS Word
2.Communication skills (verbal and
written)
3.Teamwork
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.
Other Information:
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 recognises 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
To always act
within the NMC Code of Conduct and Scope of Professional Practice
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 organisational
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
