Do you want to be part of your local community, helping patients get the right care in the right place by the right people? Are you kind, compassionate and enjoy a challenge?
At The Orchard Practice, Chessington and Churchill Medical Centre, Kingston, we are recruiting for a full and part-time, roles in our first contact administration team.
The team is responsible for dealing with patients face to face and over the telephone, ensuring they see the right member of our Practice team, as well as dealing with queries from patients and healthcare staff alike.
The world of General Practice is busy, often challenging, but also very rewarding. If you think you are the right person to join our team, please apply. All successful applicants will be subject to a DBS check.
Main duties of the job
* Greet patients and visitors to the practice.
* Book in patients and visitors in line with practice appointments and visitors procedures.
* Respond and/or redirect all patient and visitor requests accordingly.
* Ensure computerised appointment system is up to date.
* Booking, amending and cancelling patient appointments.
* Set-up of new patients onto the computer system, including amendment of new patient details.
* Sort and distribute post and results for scanning or filing as appropriate.
* Completion of authorised prescriptions and their distribution.
* Answering incoming telephone calls, ensuring calls are documented and redirected accordingly.
* Ensure computerised links system is updated.
Provide a warm and welcoming point of contact for the practice community.
Assist in the smooth operation of the day‑to‑day running of front‑of‑house and telephone services.
Proactively communicate information between relevant patients, carers, doctors, and other professionals.
Ensure timely follow‑up and action for patients.
Deal with incoming queries from patients and third parties.
Organise in‑practice appointments, follow ups or other actions to provide high quality, compassionate care to our patient population.
About us
We offer all of our staff competitive rates of pay, NHS Pension Scheme, a corporate rewards package and career development opportunities.
Job responsibilities
* Administration duties: scanning incoming post and patient communications.
* Manage any admin requests through ANIMA (Triage system) such as medical letters and report requests.
* Assist with signposting patients to appropriate community or local services, alongside social prescribers.
* Action and follow death protocol procedure allowing a smooth process for families or close relatives.
* Manage incoming medical reports (medical record requests) from patients and third parties.
* Assist with and ensure patients participate in local or national screening programmes.
* Pro‑actively ensure patients participate in vaccination opportunities such as flu, shingles, or childhood immunisations.
* Organise and prioritise own workload.
* Monitor tasks to ensure they are completed and care delivered through regular audit of the clinical system.
* Directly liaise with multi‑agencies to coordinate care for patients.
* Support patients and carers; collect feedback on their experiences.
* Support the PCN practices to deliver on QOF, KPIs and locally commissioned enhanced services.
* RIP letters.
* Email referrals.
* Chase SCP (tasks from Pharm).
* Distribute and store deliveries of stock.
* Process patient registration queries, including GP2GP and deductions.
* Provide basic documentation to patients, such as statement of fact letters and medical record summaries.
* Promote and process use of online services, including proxy services.
* Respect and maintain privacy and dignity of patients; assure patient confidentiality at all times by documenting/adhering to patient consent requests.
Person Specification
Experience
* Demonstrable experience of working with patients.
* Experience of partnership/collaborative working and of building relationships across a variety of organisations.
* Experience of working with or in general practice.
* Working in a multi‑disciplinary setting where influence and negotiation is required.
* Experience of working with healthcare professionals and/or previous experience in the NHS or social care or relevant field (including unpaid work).
Qualifications
* GCSE level maths and English or equivalent.
* Demonstrable commitment to professional and personal development.
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.
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