To assist and direct patientsin accessing the appropriate service or healthcare professional in a courteous,efficient and effective way.
To provide comprehensive generalassistance to the practice team and project a positive and friendly image topatients and other visitors, either in person or via the telephone.
To ensure that the working environmentis kept tidy and fully operational, Health & Safety compliant and thatstandards and high attention to detail levels are maintained at all times.
Duties may bevaried from time to time under the direction of the Management Team, dependenton current and evolving Practice workload and staffing levels:
Main duties of the job
* Receiving patients attending for appointments with members of practice team
* Handing completed repeat prescriptions to patients and checking names and addresses
* Be able to cover all other reception duties as necessary
* Process immediate (and emergency) appointment requests and requests for future appointments from patients by telephone and in person
* Deal with requests for home visits
* Answer telephone and deal with all queries resulting from that call.
* Navigating patients to the most appropriate clinician and care required.
* Advising patients of the relevant charges for private services, accepting all types of payments and issuing receipts where necessary.
* Delivering assistance to clinicial staff when needed i.e. chaperoning (after revelant training).
* Dealing with first hand verbal complaints, if not resolved then directed to the complaints team
* Have working knowledge of telephone system, during and after hours.
About us
Pennygate Medical Centre is a large practice based in Hindley, Wigan. We have a patient list size of 18,800 patients. The Practice comprises of 10 GP Partners 6 salaried GP's, 3 ANP's, 5 Practice Nurses, 3 HCA's and a large reception and administration team. The Practice is part of the Hindley PCN and works with ARRS staff on a daily basis.
Job responsibilities
Key ResponsibilitiesAdministration
Tohave a thorough knowledge of all Practice procedures.
Towork in accordance of written protocols
Filingpost in medical records electronically or hard copy as appropriate
Scanand photocopy documents as requested
Open,sort and distribute incoming mail to appropriate members of the practiceor other organisations as appropriate
Registrationof new patients computer data entry and medical records
Deducting patients as appropriate.
Processpatients change of address computer data and medical records (haveknowledge of practice area.
Processrepeat prescription requests in accordance with practice guidelines
Processoutgoing mail ensuring correct packaging, format and postage to reachdestination
AssistSecretaries and Practice Management with ad-hoc administration tasks asrequired
Reception
Receivingpatients attending for appointments with members of practice team
Handingcompleted repeat prescriptions to patients and checking names andaddresses
Be able to cover all other reception duties as necessary
Processimmediate (and emergency) appointment requests and requests for futureappointments from patients by telephone and in person
Deal with requests for home visits
Answertelephone and deal with all queries resulting from that call.
Navigatingpatients to the most appropriate clinician and care required.
Advisingpatients of the relevant charges for private services, accepting all typesof payments and issuing receipts where necessary.
Deliveringassistance to clinicial staff when needed i.e. chaperoning (after revelanttraining).
Dealingwith first hand verbal complaints, if not resolved then directed to thecomplaints team
Haveworking knowledge of telephone system, during and after hours
Other Tasks
Opening up/locking up of Practicepremises and maintaining security in accordance with Practice protocols.
Prepare/restock and clear rooms before/after surgeries
Assist with the collection of clinicalwaste.
Providing refreshments for staffand visitors as required, and keeping the kitchen clean and tidy Any other tasks allocatedby managers and/or appropriate to the grade
Liaison with secondary care (after appropriate training)
Ensure clinical rooms secure at end of each day with systemsappropriately closed down.
Other Job Responsibilities
Confidentiality
Maintain confidentiality of information,acting within the terms of the Data Protection Act 2018, with specificreference to the General Data Protection Regulations (GDPR) and Caldicottguidance on patient confidentiality at all times
Maintain an awareness of the Freedom ofInformation Act
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.
Person Specification
Experience
* Administration experience and customer service experience.
* Previous experience of working in a GP surgery.
Qualifications
* GCSE grade A to C in English and Maths
* NVQ level 2 in Health and Social Care or Business Administration
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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