Job responsibilities
Main Purpose of the Job:
- Offer general assistance to the
CHL 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 healthcare service in a courteous,
efficient and effective way
- Undertake a variety of
administrative duties to assist in the smooth running of CHL, including
the provision of secretarial and clerical support to clinical staff and
other members of the team
- Facilitate effective communication
between patients, members of the primary health care team, secondary care
and other associated healthcare agencies
Main Duties and Responsibilities
The
duties and responsibilities to be undertaken by members of the practice
administration 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 Operational Service Manager, dependent on current
and evolving workload and staffing levels:
- Opening up/locking up of premises and
maintaining security in accordance with practice protocols
- Maintaining and monitoring the appointments
system
- Processing personal and telephone requests for
appointments, visits and telephone consultations, and ensuring callers are
directed to the appropriate healthcare professional
- Processing and distributing incoming (and
outgoing) mail
- Taking messages and passing on information
- Filing and retrieving paperwork
- Computer data entry/data allocation and
collation; processing and recording information in accordance with CHLs
procedures
- Initiating contact with and responding to
requests from patients, other team members and associated healthcare
agencies and providers
- Providing clerical assistance to staff as
required from time to time, including word/data processing, filing,
photocopying and scanning
- Ordering, re-ordering and monitoring of
stationery and other supplies
Additional Accountabilities:
The
post holder must at all times carry out his / her responsibilities with due
regard for Community Healthcare Ltds policies.
To
comply at all times with any regulations issued by Community Healthcare Ltd,
especially those governing Health and Safety at work and Risk Management at
work, Loan Working and to ensure that any defects which may affect safety at
work are brought to the attention of the appropriate manager.
All
staff must maintain the confidentiality of all matters that they may learn
relating to their employment, other members of staff and to the general public.
All staff are expected to respect the requirements under the Data Protection
Act 1998 and any subsequent legislation.
The
post holder must comply with and promote Equal Opportunities and accordingly
must avoid any behaviour which discriminates against colleagues, potential
employees, patients or clients on the grounds of sex, marital status,
disability, sexual orientation, age, race, colour, nationality, ethnic or
national origin, religion, disability, political opinion or trade union
membership.
Code of Conduct:
The post holder
is required to observe the following principles:
Make the
care/safety of patients his/her first concern, act to protect them from risk
Respect the
public, patients, relative, carers, staff and partners
Be
honest and act with integrity
Accept
responsibility for his/her own work and the performance of the people the post
holder manages
Show
commitment to working as a team member by working effectively with team members
and the wider community
Take
responsibility for own learning and development
In all actions
undertaken have regard for the company reputation
Additional Information:
The
role will include the ability to work flexibly to meet the demands as necessary
The
content of the job description is not exhaustive and the post holder may be
required to undertake additional duties, which fall within their scope of
practice and individual ability
The
job description reflects the overall scope and responsibilities of the role.
All roles evolve and this job description will therefore be subject to periodic
review and change if 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, staff and other
healthcare workers. They may also
have access to information relating to the 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 CHL 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, the practice
health & safety manual, and the practice infection control policy and
published procedures. This will include:
- Using personal security systems
within the workplace according to 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, free
from hazards
- Actively reporting 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
- Demonstrate due regard for safeguarding and promoting the
welfare of children.
Equality & 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 procedures and policies, and current
legislation
- Respecting
the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving
in a manner that 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 CHL as
part of this employment, with 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
is required to observe the following principles:
The
post-holder will strive to maintain quality within CHL, 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
A Communication:
The post holder
is required to observe the following principles:
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 t the implementation of services:
The post holder
is required to observe the following principles:
The
post-holder will:
- Apply
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