To be responsible for undertaking awide range of reception duties and the provision of general support to themultidisciplinary team. Duties caninclude, but are not limited to, greeting and directing patients, effective useof the appointment system, booking appointments, the processing of informationand assisting patients as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.
Main duties of the job
Equality, Diversity and Inclusion
A good attitude and positive action towards Equality Diversity & Inclusion(ED&I) creates an environment where all individuals can achieve their fullpotential.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting andpromoting opportunities for staff to maintain their health, wellbeing andsafety.
Confidentiality
The organisation is committed to maintaining anoutstanding confidential service. Patients entrust and permit us to collect andretain sensitive information relating to their health and other matterspertaining to their care. They do so in confidence and have a right to expectall staff will respect their privacy and maintain confidentiality.
Induction
At Whitley Road Medical Centre, you will be required to complete the induction programme and the practice management team will support you throughout the process.
Security
The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
About us
We are based in North Manchester, very close to the city centreand we manage a patient list size of 6418 patients.
The practice is veryfriendly and has a supportive administrative and clinical team. Our clinicalteam currently consists of 3 GP partners, 1 Practice Nurse, 1 Physician Associate,Pharmacist and Pharmacy Tech, 1 Nursing Associates, 1 Healthcare Assistant, MentalHealth Practitioners, and a First Contact Physiotherapist.
The Admin Team consists of a Practice Manager, Data Manager, Secretary, Office manager and 7 receptionstaff.
We use EMIS Web, Docman, andAccurx and have a "Good" CQC rating with Outstanding for Well LedApril 2025 and a high QOF achievement. We are also actively involved with thePrimary Care Network and in the training of medical students.
Job responsibilities
All staff at Whitley Road Medical Centre have a duty to conform to the following:
Equality, Diversity and Inclusion
A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved indecisions about their treatment and care. They can expect to be treated withdignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civilpartnership, pregnancy and maternity, race, religion or belief, sex or sexualorientation.
Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right tobe treated fairly in recruitment and career progression. Staff can expect towork in an environment where diversity is valued, and equality of opportunityis promoted. Staff will not be discriminated against on any grounds includingage, disability, gender reassignment, marriage and civil partnership,pregnancy and maternity, race, religion or belief, sex or sexual orientation.Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
Confidentiality
The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Quality and Continuous Improvement (CI)
To preserve and improve the quality of this organisations outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.
The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.
Whitley Road MedicalCentre continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Induction
At Whitley Road MedicalCentre, you will be required to complete the induction programme and the practice management team will support you throughout the process.
Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed by the practice. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate.
The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).
The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.
Collaborative working
All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery.
Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence. Plans and outcomes by which to measure success should be agreed.
Managing information
All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.
Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.
Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to.
Security
The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
Under no circumstances is staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.
Professional conduct
All staff are required to dress appropriately for their role.
Primary key responsibilities
* Maintain and monitor the practice appointment system
* Process personal, telephone and e-requests for appointments
* Answer incoming phonecalls, transferring calls or dealing with the callers request appropriately
* Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition.
* Initiating contact with and responding to, requests from patients, team members and external agencies
* Clinically code data on Emis and Docman
* Photocopy/ Scan documentation as required.
* Data entry of new and temporary registrations and relevant patient information as required
* Input data into patients healthcare records as necessary
* Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team
* Manage all queries as necessary in an efficient manner
* Carry out system searches as requested
* Maintain a clean, tidy, effective working area at all times
* Monitor and maintain the reception area and notice boards
* Support all clinical staff with general tasks as requested.
* Process repeat prescription requests received by phone, email, fax, post, slips and the online access system, in accordance with practice protocol
* Produce prescriptions for the GP to sign in an acceptable timeframe
* Ensure all prescription requests are processed and are ready for collection within a 48-hour timeframe
* Generate requests for medication on behalf of the patient for non-repeat items
* Actively encourage patients to reconcile medications to facilitate monthly collections
* Discuss with patients the requirements, encouraging patients to order only what they require.
* Act upon compliance issues, liaising with the appropriate clinician.
* Ensure medication reviews are arranged by maintaining an accurate recall system.
* Effectively liaise with external services, i.e., district nurses, to ensure medicaments are arranged for housebound patients.
* Input data into the patients healthcare records as necessary
* Deal with all prescription related enquiries in a timely manner
* Record and report adverse effects accurately and appropriately, informing the practice manager immediately.
* To adhere to practice policies
Qualifications
* Educated to GCSE Level or Equivalent
* GCSE Mathematics and English (C or above)
* NVQ Level 2 in Health and Social Care
Experience
* Experience with working with the General Public
* Administration Duties
* Working in a Healthcare Setting
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.
Full-time,Part-time,Job share,Flexible working
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