Job summary
The purpose of the role is to:
1. Undertake a variety of administrativeduties to assist in the smooth running of the practice including the provisionof secretarial and administrative support to clinical staff and other membersof the practice team
2. Offer general assistance to thepractice team and project a positive and friendly image to patients and othervisitors, either in person or via the telephone
3. Receive, assist and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient and effective way
4. Facilitate effective communicationbetween patients, members the primary health care team, secondary care andother associated healthcare agencies
5. Prior to shortlisting, we would like to let you knowour shifts for the role. Our shifts usually run from and
6. We generally do not offer full days but a mixture ofmorning and afternoon sessions.
Mondays and Fridays are shifts we arelooking to fill in addition to a few others.
Main duties of the job
The duties and responsibilities to be undertaken by members of thepractice administration team may include any of the following which may bevaried from time to time under the direction of the Practice Manager.
Please see full job description attached.
About us
Penshurst Gardens Surgery is a GP practice in Edgware with a practice population of approximately 6800 patients.
Job description
Job responsibilities
Salary: £ per hour
Part-time hours: 15-25 per week
Dutiesand responsibilities:
The duties and responsibilities to be undertaken by members of thepractice administration team may include any of the following which may bevaried from time to time under the direction of the Practice Manager.
Reception
7. Receiving patients, consulting with members ofpractice team
8. Ensure an effective and efficient and politereception service is provided to patients and any other visitors to thepractice
9. Processing personal and telephone requests forappointments, visits and telephone consultations, and ensuring callers aredirected to the appropriate healthcare professional
10. Deal with all general enquiries, explainprocedures and make new and follow-up appointments
11. Asserting judgement to ensure that urgentappointments are given in accordance to the practice policy
12. Explain practice arrangements and formalrequirements to new patients and those seeking temporary cover, and ensureprocedures are completed
13. Enter requests for home visits onto the dutydoctor appointment screen, ensuring to carefully record all relevant detailsand referring to duty doctor where necessary
14. Arranging transport for patients
15. Be aware of what is going on in the patientwaiting area and be alert to problems
16. Processing and distributing incoming and outgoingpost
17. Undertake any other additional duties appropriateto the post as requested by the partners or the practice manager
18. Ensure that all visitors to the practice aresigned in and out of the visitors book
19. Taking messages and passing on information
20. Processing repeat prescriptions in accordance withpractice guidelines
21. Computer data entry/data allocation and collation;processing and recording information in accordance with practice procedures
22. Providing clerical assistance to practice staff asrequired from time to time, including word/data processing, filing,photocopying and scanning
23. Keeping the reception area, notice-boards andleaflet dispensers tidy and free from obstructions and clutter
24. Be able to cover all reception positions asnecessary
25. To ensure that all clinical staff are ready fortheir patient surgeries: the room has its PC switched on, systems and printersare up and running
26. Undertake any other additional duties appropriateto the post as requested by the partners or the practice manager
Telephone
27. Have working knowledge of telephone, during andafter hours
28. Answer calls in a polite and professional manner
29. Receive and make telephone calls as required. Divert calls and take messages, ensuringaccuracy of detail and prompt appropriate delivery
Appointments
30. Process appointment requests for today/futureappointments from patients by telephone and in person
31. Deal with visits/requests
Repeat Prescriptions
32. To collect repeat prescription requests from the post box and reception
33. To retrieve requests for prescriptions made via EPS
34. To liaise with patients and chemists regarding queries and requests
35. To ensure repeat medication is issued in line with the protocols that are already in place and ensure that any queries raised are dealt with quickly and correctly
36. To ensure that patient queries on medication are highlighted to the relevant GP
37. To regularly go through prescriptions not picked up and unlikely to be picked up as a result of the timescale, to remove the details from the patient records and then destroy the prescription
Scanningduties
38. Sort and date stamp all incoming patient-related mail
39. Scan patient-related documents onto their medical record using read codes as agreed by the clinical team
40. Add any additional information about the source of the document
41. Forward the document to the doctor or nurse who initiated the referral or who is most appropriate to receive the information
42. Ensure incoming letters are scanned onto the patient record within a 48/72-hour timescale
43. Scan all internal paper documents on to the relevant patients record and then store the documents in line with surgery policy
Coding
44. Identify relevant clinical information contained in patient correspondence
45. Code or free text the clinical information on to the patient record as per practice protocol
46. Deal with queries relating to coding
Administration
47. To have a thorough knowledge of all practiceprocedures
48. To work in accordance of written policies
49. Photocopy and scan as requested
50. Carryout tasks relating to patient records,including filing, document management, and ensuring patients can accessreports, prescriptions and that they are easily accessible.
Computer
51. Registrations of new patients computer dataentry and medical records
52. Process patients changes of address computerdata and medical records (have knowledge of practice area)
53. Process repeat prescription requests in accordancewith practice guidelines
OtherTasks
54. Work through and tick off all opening/closinginstructions, using the checklist provided.
55. Clear rooms after surgeries
56. Make and serve refreshments, ensure the kitchen iskept clean and tidy and air and tidy the waiting room in turn with other staff
57. Ensure building security have thorough knowledgeof doors/windows/alarm
58. Any other tasks allocated by managers
Premises:
59. Open up premises at the start of the day when first to arrive,de-activate alarm and make all necessary preparations to clinical rooms, readyto receive patients
60. When last to leave at the end of the day, ensure that the building istotally secured, internal lights are off and the alarm activated
61. Keep the reception office and patient reception area, notice boards andleaflet dispensers tidy and free from obstructions and clutter
Confidentiality:
62. In the course of seeking treatment, patientsentrust us with, or allow us to gather, sensitive information in relation totheir health and other matters. They doso in confidence and have the right to expect that staff will respect theirprivacy and act appropriately
63. In the performance of the duties outlined in thisjob description, the post-holder may have access to confidential informationrelating to patients and their carers, practice staff and other healthcareworkers. They may also have access toinformation relating to the practice as a business organisation. All suchinformation from any source is to be regarded as strictly confidential
64. Information relating to patients, carers,colleagues, other healthcare workers or the business of the practice may onlybe divulged to authorised persons in accordance with the practice policies andprocedures relating to confidentiality and the protection of personal andsensitive data
Health& safety:
The post-holder will assist in promoting andmaintaining their own and others health, safety and security as defined in thepractice health & safety policy, the practice health & safety manual,and the practice infection control policy and published procedures. This will include:
65. Using personal security systems within theworkplace according to practice guidelines
66. Identifying the risks involved in work activitiesand undertaking such activities in a way that manages those risks
67. Making effective use of training to updateknowledge and skills
68. Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards
69. Actively reporting of health and safety hazardsand infection hazards immediately when recognised
70. Keeping own work areas and general/patient areasgenerally clean, assisting in the maintenance of general standards ofcleanliness consistent with the scope of the job holders role
71. Undertaking periodic infection control training(minimum annually)
72. Reporting potential risks identified
Equality and diversity:
The post-holder will support the equality, diversity and rights ofpatients, carers and colleagues, to include:
73. Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
74. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
75. 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 implementedby the practice as part of this employment, with such training to include:
76. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
77. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the practice,and will:
78. Alert other team members to issues of quality and risk
79. Assess own performance and take accountability for own actions, either directly or under supervision
80. 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
81. Work effectively with individuals in other agencies to meet patients needs
82. Effectively manage own time, workload and resources
Communication:
The post-holder shouldrecognize the importance of effective communication within the team and willstrive to:
83. Communicate effectively with other team members
84. Communicate effectively with patients and carers
85. Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
86. Apply practice policies, standards and guidance
87. Discuss with other members of the team how the policies, standards and guidelines will affect own work
88. Participate in audit where appropriate
Person Specification
Experience
Essential
89. Experience of working
90. 1.Offering high levels of customer service
91. 2.Dealing with patients/customers face to face
92. 3.Dealing with patients/customers on the telephone
93. 4.Microsoft office skills
94. 5.Working in a busy and pressurised environment
95. 6.Working as part of a team
Desirable
96. Previous experience within General Practice or other NHS environment.
97. Previous EMIS Web clinical system experience.
Qualifications
Essential
98. Eligible to work in the
99. Clean & Tidy Appearance
100. General Secondary Education to GCSE level or equivalent
101. Able to provide complete education/employment history
Desirable
102. GCSE C or above Maths & English
103. Receptionist or Customer Service qualification
Skills
Essential
104. Excellent communication skills
105. Good telephone manner.
106. Keyboard & Computer skills
107. Understanding and adherence to the need for strict confidentiality
108. Ability to use initiative, judgement & resourcefulness.
109. Ability to diffuse conflict
110. Able to work as part of a team.
Desirable
111. Willingness to undertake training and learn new skills to further develop.
112. Some knowledge of medical terminology
Disposition & Attributes
Essential
113. Ability and enthusiasm to work in an ever changing environment
114. Flexible and Adaptable
115. Problem solver
116. Ability to remain calm and polite under pressure
Desirable
117. Ability to work extra hours when required.