Ability to use own judgement, resourcefulnessand be able to work under pressure without direct supervision.
To have excellent communication skills andpatience.
To be dependable and flexible.
To observe strict confidentiality on all mattersrelating to the practice and its patients.
Main duties of the job
Please see the job description for the main duties of the job.
There is a comprehensive list found in this document.
About us
We are a purpose built surgery in the Old Manor Hospital in Nuneaton. We have 8500 patients and have a varied skill mix in the Practice with 4 GP Partners.
Job responsibilities
Specificrequirements of the post
Ability to use own judgement, resourcefulnessand be able to work under pressure without direct supervision.
To have excellent communication skills andpatience.
To be dependable and flexible.
To observe strict confidentiality on all mattersrelating to the practice and its patients.
Mainduties and responsibilities
Ensure an effectiveand efficient reception service is provided to patients and any other visitorsto the practice.
Receive and routepatients and visitors on arrival, always ensuring a friendly welcome.
Answer the telephonequickly and efficiently in a polite manner.
Follow Practiceprocedures and protocols accordingly.
Deal with all generalenquiries, explain procedures and make new and follow-up appointments.
Receive and make callsas required for Doctors, Nurses, other members of the Primary Health Care Teamand the Practice Manager. Divert calls and take messages, ensuring accuracy ofdetail and prompt appropriate delivery.
Record requests forhome visits onto the computer, ensuring careful recording of all relevantdetails and where necessary refer to Doctor-on-call.
Action repeatprescription requests and ensure that they are ready for collection by thepatient as per protocols.
Prepare communicationto patients regarding urgent/routine appointments and prescriptions withregards to letters, summaries, results etc received and follow-upappropriately.
Open and distributemail when required, ensuring that they are all date stamped.
Explain practicearrangements and formal requirements to new patients and those seekingtemporary cover and ensure procedures are followed.
Ensure availability ofstationery and /or other documents in both reception area and consulting rooms.
Retrieve informationfrom the computer as and when required.
Enter patientinformation onto the computer as required. To include appropriate coding of allclinical information and correspondence.
Patient notes andcorrespondence:
oRetrieve and re-fierecords as required, ensuring strict alphabetical order is adhered to.
oEnsure correspondence,reports, results etc are scanned promptly in the correct records in order thatall correspondence is available when patients are seen.
oEnsure records arekept in good repair with all necessary information on the outside cover clearlyvisible.
Systematically recordall patient activity within their computer records, e.g. DNA, cancelledappointment, telephone encounter etc.
To initiate thesurgery complaints procedure on receipt of a verbal or written complaint andinform the Complaints Manager.
Ensure all formsrequested are dealt with efficiently and the correct procedures followed.
Advise patients ofrelevant charges for private (non-GMS) services, accept payment and issuereceipts for same.
Cover staff absencefor sickness and holidays as set out in the contract of employment.
a.Open premises at thestart of the day when first to arrive, de-activate alarm and make necessarypreparations to receive patients.
b.When last to leave atthe end of the day, ensure that the building is totally secured, internallights are off and the alarm activated following the closing routine protocol.
c.Report any faults tothe Operational Manager.
In turn with other staff,make and serve refreshments, ensure the kitchen and waiting room is kept cleanand tidy, ensure magazines, posters and all other health promotion material arecurrent and appropriate.
Undertake any otheradditional duties appropriate to the post as requested by the Partners,Practice Manager or the deputy or Reception Manager.
Use any new and existing IT systems.
Be prepared to respond to patients when theyraise a query with a doctor.
Take on any new training the Doctors mayrequest, that may offer an improved service to our patients.
Signpost Patients to different appointment inthe Additional Roles via the Primary Care Network e.g. Clinical Pharmacist,Social Prescriber etc.
Process or forward any emails received on the genericManor Court email address.
Help and support their colleagues throughout thesurgery when needed.
Confidentiality
While seekingtreatment, patients entrust us with or allow us to gather sensitive informationin relation to their health and other matters. They do so in confidence andhave the right to expect that staff will respect their privacy and actappropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, practice staffand other healthcare workers. They may also have access to information relatingto the practice as a business organisation. All such information from anysource is to be regarded as strictly confidential.
Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe practice may only be divulged to authorised persons in accordance with thepractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Health& Safety
Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice Health & SafetyPolicy, to include:
Identifying the risksinvolved in work activities and undertaking such activities in a way thatmanages those risks.
Making effective useof training to update knowledge and skills.
Using appropriateinfection control procedures, maintaining work areas in a tidy and safe way andfree from hazards.
Reporting potentialrisks identified.
Equalityand Diversity
Thepost-holder will support the equality, diversity and rights of patients, carers,and colleagues to include:
Acting in a way thatrecognises the importance of peoples rights, interpreting them in a way thatis consistent with practice procedures and policies, and current legislation.
Respecting theprivacy, dignity, needs and beliefs of patients, carers, and colleagues.
Behaving in a mannerwhich is welcoming to and of the individual, is non-judgmental and respectstheir circumstances, feelings, priorities, and rights.
Personal/ProfessionalDevelopment
Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, such training to include:
Participation in anannual individual performance review, including taking responsibility ormaintaining a record of own personal and/or professional development.
Taking responsibilityfor own development, learning and performance and demonstrating skills andactivities to others who are undertaking similar work.
Quality
Thepost-holder will strive to maintain quality within the practice, and will:
Alert other teammembers to issues of quality and risk.
Assess own performanceand take accountability for own actions, either directly or under supervision.
Contribute to theeffectiveness of the team by reflecting on own and team activities and makingsuggestions on ways to improve and enhance the teams performance.
Collaborateeffectively with individuals in other agencies to meet patients needs.
Effectively manage owntime, workload, and resources.
Participate in raisingand learning from adverse events.
Communication
Thepost-holder should recognise the importance of effective communication withinthe team and will strive to:
Communicateeffectively with other team members.
Communicateeffectively with patients and carers.
Recognise peoplesneeds for alternative methods of communication and respond accordingly.
Contributionto the Implementation of Services:
Thepost-holder will:
Apply practicepolicies, standards, and guidance.
Discuss with othermembers of the team how the policies, standards and guidelines will affect ownwork.
Participate in auditwhere appropriate.
Person Specification
Experience
* EXPERIENCE OF WORKING IN A RECEPTION/ADMINISTRATOR ROLE
* EXPERIENCE OF WORKING IN GENERAL PRACTICE/PRIMARY CARE
Qualifications
* GCSE OR EQUIVALENT
* COMPUTER EXPERIENCE
* CLERICAL EXPERIENCE
* EXPERIENCE AND ABILITY OF CLEAR AND CONCISE MESSAGE TAKING
* ABILITY TO COMMUNICATE EFFECTIVELY WITH A WIDE RANGE OF INDIVIDUALS INCLUDING PUBLIC/PROFESSIONALS/SUPPLIERS/NHS COLLEAGUES ETC
* ABILITY TO USE OWN INITIATIVE AND WORK UNDER PRESSURE
* UNDERSTANDING THE NEED FOR CONFIDENTIALITY
* CLEAR HANDWRITING AND ACCURATE SPELLING
* ABILITY TO WORK WITHOUT DIRECT SUPERVISION
* FLEXIBILITY ESSENTIAL
* EXPERIENCE OF USING EMIS/DOCMAN SOFTWARE
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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