Overview
This full time role is 37.5 hours per week. It is a requirement of the role that you will be part of a rota covering the working hours of the office which are 8.00am to 6.00pm Monday to Thursday and 8.00am to 4.00pm on a Friday.
To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
Main duties of the job
To perform routine office duties to includepost, file management, photocopying, scanning and generic emails.
Possess good IT skills and a high standard ofworking knowledge in all MS Office programmes, particularly Outlook, Word,Excel and PowerPoint.
To undertake ad hoc project work to meetoperational needs.
Administration cover when required to help withextraordinary workloads.
Ordering of stationery and stock maintaining adequatestock control
To support any PHD projects as deemed necessary.
To support the aims and objectives of PHD andcontribute to the ongoing development of the company as required.
To undertake any other task/duties as may berequired.
Deal with general enquiries from patients andgeneral public.
Make appointments for patients to see doctor,nurse and other clinical staff.
Dealing with patients and contacts within theNHS and GP practices, both in person and on the telephone.
About us
Primary Healthcare Darlington was established in 2014 as the local GP federation consisting of 11 GP Practices covering an ever-increasing population of 110,000+ registered patients in Darlington, County Durham. We have close links with Darlington Borough Council and local NHS Foundation Trusts and have the full support and backing of Tees Valley CCG. We also work closely with and provide support to the Darlington Primary Care Network.
Working from refurbished dedicated premises close to Darlington Memorial Hospital we provide NHS, Public Health and Private Medical Services.
Job responsibilities
Administrative responsibilities
To perform routine office duties to includepost, file management, photocopying, scanning and generic emails.
Possess good IT skills and a high standard ofworking knowledge in all MS Office programmes, particularly Outlook, Word,Excel and PowerPoint.
To produce documents using Microsoft packagessuch as Word, Excel, PowerPoint etc. to a professional standard.
To undertake ad hoc project work to meetoperational needs.
Administration cover when required to help withextraordinary workloads.
Ordering of stationery and stock maintaining adequatestock control
To support any PHD projects as deemed necessary.
To support the aims and objectives of PHD andcontribute to the ongoing development of the company as required.
To undertake any other task/duties as may berequired.
Deal with general enquiries from patients andgeneral public.
Make appointments for patients to see doctor,nurse and other clinical staff.
Dealing with patients and contacts within theNHS and GP practices, both in person and on the telephone.
Monitor flow of patients into the waiting room,ensuring the appointment system accurately reflects the arrival of patients.
Workwith your colleagues to foster strong team dynamics, working together todeliver the objectives of the team.
Work as an effective and responsible teammember, supporting others.
Accept delegation from the management team,prioritise own workload and ensure effective time management strategies areembedded in own practice.
Participate in team activities that createopportunities to improve services.
To take responsibility for deliveries to PHDensuring they reach the correct area of the organisation.
Meetings and events
Attend staff meetings.
Supporting the arrangement of meetings includingthe management of booking rooms.
Work to support the GP practices in Darlington.
Information, data analysis and reporting
Collate and interpretdata for the purpose of reporting to stakeholders.
Inputting, monitoring and checking data,required for ongoing projects within the teams.
Working with all team members in the collectionof information for performance reporting.
Support the production of progress/highlightreports for projects/key work streams.
Planning and organising
To manage a demanding and reactive workload in aresponsive way.
Support Directors and management team in thedelivery of projects and services.
To work autonomously and in a proactive manner,identifying problems and proposing solutions and alternative courses of action.
Possess good organisation skills and to completework in a timely and accurate manner.
To coordinate the delivery of PHD contracts.
Communication
Ensuring all urgent and/or confidentialcommunications are received and distributed from/to relevant parties in atimely manner.
Acting as a point of contact for other teamsworking for PHD, dealing and responding effectively with queries and passing onrelevant information to appropriate team members sensitively and autonomously.
To undertake correspondence as required (thismay be confidential and may be complex in nature).
Deal with the incoming and outgoing post as appropriate.
To develop and maintain accurate and up to datedistribution lists.
Be conversant with the roles of all staff withinPHD.
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognise the need for alternative methodsof communication and respond accordingly.
Information technology, governance, and management systems
Have a working knowledge of IT software andhardware relevant to role.
Have a clear understanding of telephone systems.
Developing and maintaining effective electronicand paper filing systems, to ensure that information is kept securely and isaccessible to other members of the team where appropriate.
To assist in the management of files, stationeryand equipment as required.
Have a clear understanding of how to resolvesimple problems with PCs and printers.
Training
Provide training, advice and support on own areaof responsibility as agreed with the management team.
Support training and induction of new andexisting staff.
Confidentiality
In the performance of the duties outlined inthis job description, the post-holder may have access to confidentialinformation relating to patients and their carers, company staff and otherhealthcare workers. They may also haveaccess to information relating to the company as a business organisation. All such information from any source is to beregarded as strictly confidential.
Health & Safety
The post-holder will assist in promoting and maintainingtheir own and others health, safety and security as defined in the companyHealth & Safety Policy, Infection Control Policy and other related publishedprocedures. This will include:
Using personal security systems within theworkplace according to company guidelines
Identifying the risks involved in workactivities and undertaking such activities in a way that manages those risks
Making effective use of training to updateknowledge and skills
Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards
Actively reporting of health and safety hazardsand infection hazards immediately when recognised
Keeping own work areas and general / patientareas generally clean, assisting in the maintenance of general standards ofcleanliness consistent with the scope of the job holders role
Undertaking periodic infection control training(minimum annually)
Demonstrate due regard for safeguarding andpromoting the welfare of children.
Equality and Diversity
The post-holder will support the equality, diversity andrights of patients, carers and colleagues, to include:
Acting in a way that recognises the importanceof peoples rights, interpreting them in a way that is consistent with companyprocedures and policies, and current legislation.
Respecting the privacy, dignity, needs andbeliefs of patients, carers and colleagues.
Behaving in a manner which is welcoming to andof the individual, is non-judgmental and respects their circumstances, feelingspriorities and rights.
Personal/ProfessionalDevelopment
The post-holder will participate in any trainingprogramme implemented by the company as part of this employment, such trainingto include:
Participation in an annual individualperformance review, including taking responsibility for maintaining a record ofown personal and/or professional development
Taking responsibility for own development,learning and performance and demonstrating skills and activities to others whoare undertaking similar work
Quality
The post-holder will strive to maintain quality withinthe company, and will:
Alert other team members to issues of qualityand risk
Assess own performance and take accountabilityfor own actions, either directly or under supervision
Contribute to the effectiveness of the team byreflecting on own and team activities and making suggestions on ways to improveand enhance the teams performance
Work effectively with individuals in otheragencies to meet patient needs
Effectively manage own time, workload andresources
Contribution to the Implementation of Services
The post-holder will:
Apply company policies, standards and guidance
Discuss with other members of the team how thepolicies, standards and guidelines will affect own work
This is not intended to be an exhaustivelist of responsibilities, and it is expected that the successful applicant willparticipate in a wide range of activities.
Person Specification
Qualifications
* Educated to GCSE level
Skills and Knowledge
* Understanding of basic health and social care terminology
* A good standard of written and spoken English
* Knowledge of the needs of vulnerable people
* Good interpersonal skills
* Ability to communicate confidently with staff at all levels
* IT skills and experience in the use of Microsoft Office programmes
* Good time management and an ability to prioritise and work to strict deadlines
* Ability to work on own initiative without direct supervision, understanding where clinical input is needed
Experience
* Communication and relationship building
* Experience of developing relationships with a wide variety of people
* Working and delivering outcomes with determined timeframes
* Experience in health and social care
* Experience of working with people with complex needs and various communication challenges
* Experience of working in a multi-functional team
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.
£12.21 an hourStarting pay, reviewed after completion of probationary period
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