This is an exciting opportunity to be part of a dynamic team, Market Lavington surgery is a busy rural practice in the heart of Wiltshire. We aim to provide a high level of service to all of our patients and understand that we are a cornerstone in our community.
As the first point of contact for the Surgery, the impression you create will be lasting. You will be the first to assist our patients with their enquiries, listening to their queries and signposting them to the most appropriate Clinician where necessary.
Whilst this is a part-time position, we would occasionally need you to be flexible to provide additional cover for holidays or sickness when required.
We recognise the importance of this role, our receptionists are the front line of our service. It is not always an easy job but it is rewarding and varied with a great team.
Main duties of the job
Theduties and responsibilities will be varied and, whilst not restricted to, will include items in the followinglist.
* Openingup/locking-up of practice premises
* Managing the practice appointments system
* Processing requests for appointments, visits and telephoneconsultations and ensuring patients are directed to the appropriatehealthcare professional
* Processingand distributing incoming/outgoing mail
* Takingmessages and passing on information
* Filingand retrieving paperwork
* Processingrepeat prescription requests
* Computerdata entry and maintaining patient records
* Initiatingcontact with and responding to requests from patients, other team members and associated healthcare agencies and providers
* Clearingand re-stocking consulting rooms as required
* Word/data processing, filing, photocopying and scanning
* Provisionof refreshments for staff and visitors as required;
* Keepingthe reception area, notice-boards and leaflet dispensers tidy and freefrom obstructions and clutter
About us
Market Lavington Surgery cares for over 5700 patients and is part of the Devizes Primary Care Network.
The successful candidate will join a friendly team of multi-disciplinary professionals, both clinical and non-clinical. Our aim is to provide professional health care to the patients in our community. Our team of partners and staff are friendly, helpful and approachable, and you will help us to deliver a variety of patient-centred services within a supportive and caring environment.
Job responsibilities
Job Summary:
Thepurpose of the role is to:
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.
Facilitateeffective communication between patients, members the primary health care team,secondary care and other associated healthcare agencies
Duties andResponsibilities:
Theduties and responsibilities to be undertaken by members of the practiceadministration team may include any or all of the items in the followinglist. Duties may be varied from time totime under the direction of the Administrator/Practice Manager, dependent oncurrent and evolving practice workload and staffing levels:
* Openingup/locking-up of practice premises and maintaining security in accordancewith practice protocols
* Maintainingand monitoring the practice appointments system
* Processingpersonal and telephone requests for appointments, visits and telephoneconsultations and ensuring callers are directed to the appropriatehealthcare professional
* Processingand distributing incoming (and outgoing) mail
* Takingmessages and passing on information
* Filingand retrieving paperwork
* Processingrepeat prescriptions in accordance with practice guidelines
* Computerdata entry/data allocation and collation; processing and recordinginformation in accordance with practice procedures
* Initiatingcontact with and responding to requests from patients, other team memberand associated healthcare agencies and providers
* Clearingand re-stock consulting rooms as required
* Providingclerical assistance to practice and Trust staff as required from time totime, including word/data processing, filing, photocopying and scanning
* Provisionof refreshments for staff and visitors as required;
* Keepingthe reception area, notice-boards and leaflet dispensers tidy and freefrom obstructions and clutter
Confidentiality:
* Inthe course of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and othermatters. They do so in confidenceand have the right to expect that staff will respect their privacy and actappropriately
* Inthe performance of the duties outlined in this Job Description, thepost-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcare workers. They may also have access to informationrelating to the practice as a business organisation. All suchinformation from 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 will assist inpromoting and maintaining their own and others health, safety and security asdefined in the practice Health & Safety Policy, to include:
* Usingpersonal security systems within the workplace according to practiceguidelines
* Identifyingthe risks involved in work activities and undertaking such activities in away that manages those risks
* Makingeffective use of training to update knowledge and skills
* Usingappropriate infection control procedures, maintaining work areas in a tidyand safe way and free from hazards
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
* Acting in a waythat recognizes the importance of peoples rights, interpreting them in away that is consistent with practice procedures and policies, and currentlegislation
* Respecting theprivacy, dignity, needs and beliefs of patients, carers and colleagues
* Behaving in amanner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.
Personal/Professional Development:
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 takingresponsibility for maintaining a record of own personal and/orprofessional 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:
* Alert otherteam members to issues of quality and risk
* Assess ownperformance and take accountability for own actions, either directly orunder supervision
* Contribute tothe 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-holdershould recognize the importance of effective communication within the team andwill strive to:
* Communicateeffectively with other team members
* Communicateeffectively with patients and carers
* Recognizepeoples needs for alternative methods of communication and respondaccordingly.
Contribution to the Implementation ofServices:
Thepost-holder will:
* Apply practicepolicies, standards and guidance
* Discuss withother members of the team how the policies, standards and guidelines willaffect own work
* Participate inaudit where appropriate.
Person Specification
Qualifications
* GCE/GCSE English and Mathematics (Grade C or above)
Experience
* IT literate including experience in using Microsoft Office applications (Word, Excel, Outlook)
* Experience of working with members of the public
* An understanding, acceptance and adherence to the need for strict confidentiality
* Ability to work under own initiative, make decision using own judgement and common sense
* A proven ability to work under pressure and multi-task
* Evidence of team working
* Knowledge and experience of using System One
* Experience in primary care/NHS/caring profession
* Experience of administration and record keeping in an office environment
* Evidence of the ability to grasp new concepts and work on a self-directed basis
Personal Qualities
* Good time management
* Ability to understand and learn new software and administrative procedures
* Ability to work under own initiative, make decision using own judgement and common sense
* Ability to work as part of a shift pattern. A willingness to work flexible hours to meet the needs of the business
* A willingness to develop the role and take on new responsibilities as the needs of the business change and evolve
* Pleasant and articulate, with a customer focused attitude
* Hard working, reliable and resourceful
* Good sickness record (max 3 events in last 12 months)
* A willingness to go above and beyond and to exceed patient expectations
* Able to manage change and cope with pressure
* Adaptable, innovative, forward thinking
* Empathy for the healthcare/public service environment
* Good sense of humour
* Live relatively locally
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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