Job summary
We are currently seeking to recruit 3 Care Coordinators (part-time hours ranging from 24 - 30.5 hours per week) to provide a comprehensive reception service to achieve an efficient and effective service in providing the best possible care to patients.
The post holder will be required to work flexibly across all SGPA practices as required. As well as greeting patients and carrying out general reception duties you will also be expected to process prescriptions and fully utilise EMISWeb and other IT systems.
Applicants must have experience of working in a NHS setting and have a working knowledge of medical reception duties.
Main duties of the job
To provide a
comprehensive reception service to achieve an efficient and effective service
in providing the best possible care to patients.
Receptionists
will:
Greet people in a professional and courteous manner
Pass on relevant information and answer queries
Assist people to access the services they need
Undertake a variety
of reception duties to assist in the smooth running of the Practice
About us
For a second year in a row, Sunderland GP Alliance has been listed in The Sunday Times Best Places to Work and Better Health At Work - Gold Award, offering 33 days annual leave plus many other benefits
Sunderland GP Alliance is owned by the GP Practices of Sunderland and helps GPs work collaboratively for the benefit of patients and staff. We are a not-for-profit organisation, ensuring any surplus is reinvested back into better services for patients.
Sunderland GP Alliance runs three medical practices at New Silksworth Medical Practice, South Hylton Surgery and Monument Surgeries.
Job description
Job responsibilities
- Answer the telephone as a priority
- Book/cancel appointments
- Take messages accurately and pass on in a timely manner
- Organise home visit requests
- Deal with general enquiries and complaints
- To forward any queries relating to prescriptions to the Pharmacy
Technicians
- Give out pathology results
- Register new patients and temporary residents and make up paper records
- Process deducted patients and send records to Primary Care Services
Agency
- Greet and direct patients and visitors
- Organise translators
- Respond to the needs of GPs and Nurses to enable efficient clinics
- Input and extract information from the Practice computer system
- Update the clinical system with information eg smoking, ethnicity
- Action change of address notification
- Any other filing, record keeping and distribution of documents as
appropriate
- Effectively liaise with Practice, Primary Care Organisations, patients
and other external organisations to assist promptly with the resolution and
administration of queries
- Fully utilise EMISWeb and other IT systems
- Monitor and check tasks and work flows
- Communicate effectively with the reception team to ensure policies and
procedures are kept up to date
- Keep directories and data bases up to date to ensure an efficient work
flow
- Demonstrate duties to new or less experienced staff
- Resolve job related issues, including patient documentation and help
resolve minor problems
- Photocopying
- Dealing with mail internal and external
- Attend meetings when required
- To work safely at all times in accordance with legislation and Practice
policies and procedures
- Be flexible both in the availability and being able to cover for
colleagues absent from work due to annual leave or sickness
- Any other reasonable duties requested by the Practice Manager or GP
- This list is not exhaustive
In addition to the above, the post holder will show respect and courtesy
to patients and colleagues, maintain confidentiality of patient and other
Practice information at all times.
Working occasional extra hours may be required.
The job description is not exhaustive and may be adjusted periodically
after review and consultation. You will
be expected to carry out reasonable duties which may be requested from time to
time.
Working Relationships
- General Practitioners
- Practice Manager and Team Leader
- Other members of secretarial team
- Members of the Practice/community nursing team
- Other members of the Primary Health Care Team
- Patients
- Outside agencies eg Secondary Care Trusts, Community Services, PCN
All members of staff may be asked to attend periodic Staff Meetings,
which may be held outside their normal working hours. They may also be required
to work extra hours covering for holidays and sickness. This may include
Saturday mornings and possibly weekend work in future on a rota basis.
Review
- The post and the job description reflect the current requirements and
objectives of the post. As the duties
of the post develop and change, the post holder may be required to carry out
other responsibilities.
- Whilst there will be consultation on such issues, employees should
understand that, if agreement cannot be reached, then the employer reserves the
right to make changes to job descriptions where it considers such changes
necessary.
Confidentiality
- 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. 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 Alliance may only be divulged to authorized
persons in accordance with the Alliances 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 Alliances Health &
Safety Policy to include:
- Identifying the risk involved in work activities and undertaking such
activities in a way that manages those risks.
- Ensuring that all accidents or dangerous accidents are reported and investigated
and follow up action taken where necessary.
Equality and
Diversity
The post-holder will support the quality, 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 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-judgemental and respects their circumstances, feelings, priorities and
rights.
Quality
The post-holder will strive to maintain quality within the Alliance, 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 enhanced 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 peoples needs for alternative methods of communication and
respond accordingly.
Job description
Job responsibilities
- Answer the telephone as a priority
- Book/cancel appointments
- Take messages accurately and pass on in a timely manner
- Organise home visit requests
- Deal with general enquiries and complaints
- To forward any queries relating to prescriptions to the Pharmacy
Technicians
- Give out pathology results
- Register new patients and temporary residents and make up paper records
- Process deducted patients and send records to Primary Care Services
Agency
- Greet and direct patients and visitors
- Organise translators
- Respond to the needs of GPs and Nurses to enable efficient clinics
- Input and extract information from the Practice computer system
- Update the clinical system with information eg smoking, ethnicity
- Action change of address notification
- Any other filing, record keeping and distribution of documents as
appropriate
- Effectively liaise with Practice, Primary Care Organisations, patients
and other external organisations to assist promptly with the resolution and
administration of queries
- Fully utilise EMISWeb and other IT systems
- Monitor and check tasks and work flows
- Communicate effectively with the reception team to ensure policies and
procedures are kept up to date
- Keep directories and data bases up to date to ensure an efficient work
flow
- Demonstrate duties to new or less experienced staff
- Resolve job related issues, including patient documentation and help
resolve minor problems
- Photocopying
- Dealing with mail internal and external
- Attend meetings when required
- To work safely at all times in accordance with legislation and Practice
policies and procedures
- Be flexible both in the availability and being able to cover for
colleagues absent from work due to annual leave or sickness
- Any other reasonable duties requested by the Practice Manager or GP
- This list is not exhaustive
In addition to the above, the post holder will show respect and courtesy
to patients and colleagues, maintain confidentiality of patient and other
Practice information at all times.
Working occasional extra hours may be required.
The job description is not exhaustive and may be adjusted periodically
after review and consultation. You will
be expected to carry out reasonable duties which may be requested from time to
time.
Working Relationships
- General Practitioners
- Practice Manager and Team Leader
- Other members of secretarial team
- Members of the Practice/community nursing team
- Other members of the Primary Health Care Team
- Patients
- Outside agencies eg Secondary Care Trusts, Community Services, PCN
All members of staff may be asked to attend periodic Staff Meetings,
which may be held outside their normal working hours. They may also be required
to work extra hours covering for holidays and sickness. This may include
Saturday mornings and possibly weekend work in future on a rota basis.
Review
- The post and the job description reflect the current requirements and
objectives of the post. As the duties
of the post develop and change, the post holder may be required to carry out
other responsibilities.
- Whilst there will be consultation on such issues, employees should
understand that, if agreement cannot be reached, then the employer reserves the
right to make changes to job descriptions where it considers such changes
necessary.
Confidentiality
- 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. 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 Alliance may only be divulged to authorized
persons in accordance with the Alliances 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 Alliances Health &
Safety Policy to include:
- Identifying the risk involved in work activities and undertaking such
activities in a way that manages those risks.
- Ensuring that all accidents or dangerous accidents are reported and investigated
and follow up action taken where necessary.
Equality and
Diversity
The post-holder will support the quality, 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 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-judgemental and respects their circumstances, feelings, priorities and
rights.
Quality
The post-holder will strive to maintain quality within the Alliance, 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 enhanced 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 peoples needs for alternative methods of communication and
respond accordingly.
Person Specification
Experience
Essential
- Proven experience of working in an NHS setting.
- Working knowledge of medical reception duties.
- Experience of handling confidential information.
- Proven experience of working with patients/public.
- Ability to handle telephone queries and understand when to involve others.
- Record and process messages accurately.
- Knowledge of System One.
- Care Coordinator training is preferred or willing to complete
Desirable
- Trained and proficient in the use of Microsoft Word, Excel, PowerPoint, Outlook and other Microsoft Office applications.
- Trained in the requirements of GDPR.
- Care Coordinator training is preferred or willing to complete
Qualifications
Essential
- GCSE or equivalent in Mathematics and English.
Desirable
- Trained and proficient in the use of Microsoft Word, Excel, PowerPoint, Outlook and other Microsoft Office applications.
- Trained in the requirements of GDPR.
Person Specification
Experience
Essential
- Proven experience of working in an NHS setting.
- Working knowledge of medical reception duties.
- Experience of handling confidential information.
- Proven experience of working with patients/public.
- Ability to handle telephone queries and understand when to involve others.
- Record and process messages accurately.
- Knowledge of System One.
- Care Coordinator training is preferred or willing to complete
Desirable
- Trained and proficient in the use of Microsoft Word, Excel, PowerPoint, Outlook and other Microsoft Office applications.
- Trained in the requirements of GDPR.
- Care Coordinator training is preferred or willing to complete
Qualifications
Essential
- GCSE or equivalent in Mathematics and English.
Desirable
- Trained and proficient in the use of Microsoft Word, Excel, PowerPoint, Outlook and other Microsoft Office applications.
- Trained in the requirements of GDPR.
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.
