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
Offer general assistance to thepractice team and project a positive and friendly image to patients and othervisitors, either in person or via the telephone
Receive, assist and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient and effective way
Facilitate effective communicationbetween patients, members the primary health care team, secondary care andother associated healthcare agencies
Prior to shortlisting, we would like to let you knowour shifts for the role. Our shifts usually run from 8am-1.15pm and1pm-6.30pm We also open for extended hours on Mondays 1pm-7.30pm, Wednesdays and Fridays 7am-1.15pm
We generally do not offer full days but a mixture ofmorning and afternoon sessions.
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 7500 patients.
Job responsibilities
Salary: £12.21 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
Receiving patients, consulting with members ofpractice team
Ensure an effective and efficient and politereception service is provided to patients and any other visitors to thepractice
Processing personal and telephone requests forappointments, visits and telephone consultations, and ensuring callers aredirected to the appropriate healthcare professional
Deal with all general enquiries, explainprocedures and make new and follow-up appointments
Asserting judgement to ensure that urgentappointments are given in accordance to the practice policy
Explain practice arrangements and formalrequirements to new patients and those seeking temporary cover, and ensureprocedures are completed
Enter requests for home visits onto the dutydoctor appointment screen, ensuring to carefully record all relevant detailsand referring to duty doctor where necessary
Arranging transport for patients
Be aware of what is going on in the patientwaiting area and be alert to problems
Processing and distributing incoming and outgoingpost
Undertake any other additional duties appropriateto the post as requested by the partners or the practice manager
Ensure that all visitors to the practice aresigned in and out of the visitors book
Taking messages and passing on information
Processing repeat prescriptions in accordance withpractice guidelines
Computer data entry/data allocation and collation;processing and recording information in accordance with practice procedures
Providing clerical assistance to practice staff asrequired from time to time, including word/data processing, filing,photocopying and scanning
Keeping the reception area, notice-boards andleaflet dispensers tidy and free from obstructions and clutter
Be able to cover all reception positions asnecessary
To ensure that all clinical staff are ready fortheir patient surgeries: the room has its PC switched on, systems and printersare up and running
Undertake any other additional duties appropriateto the post as requested by the partners or the practice manager
Telephone
Have working knowledge of telephone, during andafter hours
Answer calls in a polite and professional manner
Receive and make telephone calls as required. Divert calls and take messages, ensuringaccuracy of detail and prompt appropriate delivery
Appointments
Process appointment requests for today/futureappointments from patients by telephone and in person
Deal with visits/requests
Repeat Prescriptions
* To collect repeat prescription requests from the post box andreception
* To retrieve requests for prescriptions made via EPS
* To liaise with patients and chemists regarding queries and requests
* To ensure repeat medication is issued in line with the protocolsthat are already in place and ensure that any queries raised are dealtwith quickly and correctly
* To ensure that patient queries on medication are highlighted to therelevant GP
* To regularly go through prescriptions not picked up and unlikelyto be picked up as a result of the timescale, to remove the details fromthe patient records and then destroy the prescription
Scanningduties
* Sort and date stamp all incomingpatient-related mail
* Scan patient-related documents onto theirmedical record using read codes as agreed by the clinical team
* Add any additional information about thesource of the document
* Forward the document to the doctor or nursewho initiated the referral or who is most appropriate to receive theinformation
* Ensure incoming letters are scanned onto thepatient record within a 48/72-hour timescale
* Scan all internal paper documents on to therelevant patients record and then store the documents in line withsurgery policy
Coding
* Identify relevant clinical informationcontained in patient correspondence
* Code or free text the clinical information onto the patient record as per practice protocol
* Deal with queries relating to coding
Administration
To have a thorough knowledge of all practiceprocedures
To work in accordance of written policies
Photocopy and scan as requested
Carryout tasks relating to patient records,including filing, document management, and ensuring patients can accessreports, prescriptions and that they are easily accessible.
Computer
Registrations of new patients computer dataentry and medical records
Process patients changes of address computerdata and medical records (have knowledge of practice area)
Process repeat prescription requests in accordancewith practice guidelines
OtherTasks
Work through and tick off all opening/closinginstructions, using the checklist provided.
Make and serve refreshments, ensure the kitchen iskept clean and tidy and air and tidy the waiting room in turn with other staff
Ensure building security have thorough knowledgeof doors/windows/alarm
Any other tasks allocated by managers
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
When last to leave at the end of the day, ensure that the building istotally secured, internal lights are off and the alarm activated
Keep the reception office and patient reception area, notice boards andleaflet dispensers tidy and free from obstructions and clutter
Confidentiality:
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
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
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:
Using personal security systems within theworkplace according to practice guidelines
Identifying the risks involved in work activitiesand undertaking such activities in a way that manages those risks
Making effective use of training to updateknowledge and skills
Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards
Actively reporting of health and safety hazardsand infection hazards immediately when recognised
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
Undertaking periodic infection control training(minimum annually)
Equality and diversity:
The post-holder will support the equality, diversity and rights ofpatients, carers and colleagues, to include:
* Actingin a way that recognises the importance of peoples rights, interpretingthem in a way that is consistent with practice procedures and policies,and current legislation
* Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behavingin a manner that is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights
The post-holder will participate in any training programme implementedby the practice as part of this employment, with 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 anddemonstrating skills and activities to others who are undertaking similarwork
Quality:
The post-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 directlyor under supervision
* Contributeto the effectiveness of the team by reflecting on own and team activitiesand making suggestions on ways to improve and enhance the teamsperformance
* Workeffectively with individuals in other agencies to meet patients needs
* Effectivelymanage own time, workload and resources
Communication:
The post-holder shouldrecognize the importance of effective communication within the team and willstrive to:
* Communicateeffectively with other team members
* Communicateeffectively with patients and carers
* Recognisepeoples needs for alternative methods of communication and respondaccordingly
Contribution to the implementation of services:
The post-holder will:
* Applypractice policies, standards and guidance
* Discusswith other members of the team how the policies, standards and guidelineswill affect own work
* Participatein audit where appropriate
Person Specification
Experience
* Experience of working
* 1.Offering high levels of customer service
* 2.Dealing with patients/customers face to face
* 3.Dealing with patients/customers on the telephone
* 4.Microsoft office skills
* 5.Working in a busy and pressurised environment
* 6.Working as part of a team
* Previous experience within General Practice or other NHS environment.
* Previous EMIS Web clinical system experience.
Qualifications
* Eligible to work in the U.K.
* Clean & Tidy Appearance
* General Secondary Education to GCSE level or equivalent
* Able to provide complete education/employment history
* GCSE C or above Maths & English
Skills
* Good telephone manner.
* Understanding and adherence to the need for strict confidentiality
* Ability to use initiative, judgement & resourcefulness.
* Ability to diffuse conflict
* Able to work as part of a team.
* Willingness to undertake training and learn new skills to further develop.
* Some knowledge of medical terminology
Disposition & Attributes
* Ability and enthusiasm to work in an ever changing environment
* Flexible and Adaptable
* Ability to remain calm and polite under pressure
* Ability to work extra hours when required.
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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