Please note the working pattern of this role -Monday 10am 6pm;Tue 10am 6pm: Wednesday 8am 4pm; Thurs 8am 4pm; Fri 9am 5pm
Responsiblefor ensuring the smooth running of the reception and associated Admin areas. Co-ordinatingthe day to day responsibilities of the reception team, ensuring all functionsare adequately resourced based upon patient needs, and carried out inaccordance with agreed procedures, protocols and timescales.
Main duties of the job
* Overseethe management of our telephone hub and monitor capacity throughout the dayensuring patient calls are being answered in a timely manner.
* Overseethe processing of scanned documents in Anima & SystmOne to ensure these are beingprocessed efficiently and accurately
* Escalatingconcerns with capacity management to the management team when necessary
* Ensurethat all reception team members are carrying out their duties efficiently, andwith sufficient knowledge and training support
* Responsiblefor arranging weekly reception rotas and day to day cover for absenteeism asrequired by the Practice Manager
* Offergeneral assistance to the practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone
* Receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way
* Liaisewith the Complaints Manager to ensure patient queries are dealt with in accordancewith the Practice Complaints Procedure.(Managing complaints in the absence ofthe Complaints Manager)
* Towork with the Practice Manager on planning, delegation and implementation ofnew staff induction and staff training
* Overseethe processing of scanned documents in Anima to ensure these are beingprocessed efficiently and accurately
* Overseethe processing of Acquired document within SystmOne to ensure these are beingprocessed efficiently
About us
We provide General MedicalServices (GMS) to our patients from 2 sites in Southend
Tel 01702 582670
North Shoebury Surgery,Frobisher Way, Shoeburyness, Essex SS3 8UT
Tel 01702 297976
Working together inpartnership to deliver services to their patient population across bothpractice sites, the practice is clinically lead by a GP and an Advance ClinicalPractitioner, who employ a diverse clinical and administration team
The administration teamcomprise of Care Navigators, Care Co-Ordinators, Medical secretaries, administrationstaff, Assistant Manager, Practice Manager, Primary care Development Managerand Business Manager with a list size combined of 15,635 patients.
We are a Training Practicesupporting GP and Nurse Training,
There is disabled parkingand easy access available at both practice sites as well as wide doors forwheelchair access along with toilet facilities for the disabled.We also provide service for our morevulnerable members of the community via our home visiting service Supportingour housebound patients providing regular blood tests along with otherassessments.
Working in partnership withpatients, their families and carers towards a positive experience andunderstanding, involving them in decision making about their treatment and care,patient participation group meetings help to discuss concerns and newdevelopments within the surgery.
Job responsibilities
JobResponsibilities
Overseethe management of our telephone hub and monitor capacity throughout the dayensuring patient calls are being answered in a timely manner.
Overseethe processing of scanned documents in Anima to ensure these are beingprocessed efficiently and accurately
Overseethe processing of Acquired document within SystmOne to ensure these are beingprocessed efficiently
Escalatingconcerns with capacity management to the management team when necessary.
ReceptionAppraisals carried out on time and in full on at least an annual basis.(PracticeManager to oversee this process)
Ensurethat all reception team members are carrying out their duties efficiently, andwith sufficient knowledge and training support.
Managementby walkabout, ensuring spot checks are made for quality of service and deliveryacross both sites.
Workwith Lead Roles to ensure reception management cover is maintained at all timesthe business is open to patient services.
Responsiblefor arranging weekly reception rotas and day to day cover for absenteeism asrequired by the Practice Manager
Offergeneral assistance to the practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone.
Receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Undertakea variety of administrative duties to assist in the smooth running of thepractice including the provision of clerical and audit support to clinicalstaff and other members of the practice team.
Liaisewith the Complaints Manager to ensure patient queries are dealt with in accordancewith the Practice Complaints Procedure.(Managing complaints in the absence ofthe Complaints Manager)
Towork with the Practice Manager on planning, delegation and implementation ofnew staff induction and staff training.
Todeal with first line staff issues. Liaise with the Practice Manager for itemsthat need escalation.
Overseethe processing of scanned documents in Anima to ensure these are beingprocessed efficiently and accurately
Overseethe processing of Acquired document within SystmOne to ensure these are beingprocessed efficiently
Additional Duties
Dealingwith early morning connecting problems with TPP system One, in the absence of the Practice and IT Manager
Overseeingopening up/locking-up of practice premises and maintaining security inaccordance with practice protocols
Overseethe use of rooms by outside agencies and locum doctors.
Overseethe registering of patients to the Practice, ensuring identification proceduresare adhered to and providing new patients with assistance in the registrationprocess and the issuing of Practice Welcome Pack and prescribing information.
Processingpersonal and telephone requests for appointments, visits and telephoneconsultations and ensuring callers are directed to the appropriate healthcareprofessional
Overseethe processing and distributing incoming (and outgoing) mail. Ensuring out-going mail is dealt with on aday to day basis.
Takingmessages and passing on information
Filingand retrieving paperwork
Computerdata entry/data allocation and collation; processing and recording informationin accordance with practice procedures
Initiatingcontact with and responding to requests from patients, other team members andassociated healthcare agencies and providers
Activemember of the Management Team
Theabove list of responsibilities and duties is not exhaustive and may be subjectto change as deemed necessary.
Confidentiality
Inthe course of seeking treatment, patients entrust us with, or allow us to gathersensitive information in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately
Inthe performance of the duties outlined in this Job Description, the post-holdermay have access to confidential information relating to patients and theircarers, practice staff and other healthcare workers. They may also have access to informationrelating to the practice as a business organisation. All such informationfrom any source is to be regarded as strictly confidential
Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder willassist in promoting and maintaining their own and others health, safety andsecurity as defined in the practice Health & Safety Policy, to include:
Usingpersonal security systems within the workplace according to practice guidelines
Identifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risks
Makingeffective use of training to update knowledge and skills
Usingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazards
Equality and Diversity
The post-holder willsupport the equality, diversity and rights of patients, carers and colleagues,to include:
Actingin a way that recognizes the importance of peoples rights, interpreting themin a way that is consistent with practice procedures and policies, and currentlegislation
Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
Behavingin a manner which is welcoming to and of the individual, is non-judgmental andrespects their 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:
Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development
Takingresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar work.
Quality
Thepost-holder will strive to maintain quality within the practice, and will:
Alertother team members to issues of quality and risk
Assessown performance and take accountability for own actions, either directly orunder supervision
Contributeto the effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performance
Workeffectively with individuals in other agencies to meet patients needs
Effectivelymanage own time, workload and resources.
Communication
The post-holder should recognise the importanceof effective communication within the team and will strive to:
Communicateeffectively with other team members
Communicateeffectively with patients and carers
Recognizepeoples needs for alternative methods of communication and respondaccordingly.
Contribution to theImplementation of Services
The post-holder will:
Applypractice policies, standards and guidance
Discusswith other members of the team how the policies, standards and guidelines willaffect own work
Participatein audit where appropriate.
Person Specification
Qualifications
* GCSE Maths, English and Science Grade C and above
* Qualified to NVQ level 2 in Health and Social Care
* Demonstrable experience or qualifications in MS Office and web-based services
* Capable of dealing with a diverse range of members of the public; previous public sector is essential
* Ability to actively listen, empathise with people and provide personalised support in a non-judgemental way
* Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting
* lifestyles and diversity
* Commitment to reducing health inequalities and proactively working to reach people from diverse communities
* Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential
* Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
* Ability to identify risk and assess / manage risk when working with individuals
* Have a strong awareness and understanding of when it is appropriate or necessary to refer people to other health professionals/agencies, when what the person needs is beyond the scope of the care navigator role e.g. when there is a mental health need requiring a qualified practitioner
* Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
* Ability to demonstrate personal accountability, emotional resilience and work well under pressure
* Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
* High level of written and verbal communication skills
* Ability to work flexibly and enthusiastically within a team or on own initiative
* Knowledge of, and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety
* Knowledge of the personalised care approach
* Understanding of the wider determinants of health, including social, economic and environmental factors and their impact on communities, individuals, their families and carers
* Understanding of, and commitment to, equality, diversity and inclusion
* Strong organisational skills, including planning, prioritising, time management and record keeping
* Knowledge of Safeguarding Children and Vulnerable Adults policies and processes
* Ability to recognise and work within limits of competence and seek advice when needed
* Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence
* Demonstrable commitment to professional and personal development is enrolled in, undertaking or qualified from appropriate training as set out in the core curriculum by the Personalised Care Institute
* Ability to provide motivational coaching to support peoples behaviour change
* Knowledge of how the NHS works, including primary care and PCNs
* Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional and social
Experience
* GCSE Maths, English and Science Grade C or above
* Demonstrable experience in MS Office and web-based services
* Experience of working in a GP practice, adult health and social care, learning support or public health / health improvement
* Experience of working within multi- professional team environments
* Experience of data collection and using tools to measure the impact of services
* Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a paid or voluntary capacity)
* Experience of supporting people, their families and carers in a related role
* Experience or training in personalised care and support planning
* Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
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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