To provide efficient and effective administrative support to the clinical and management Team. This role works in conjunction with all other practice staff to create a good environment for the patients. Duties are to be performed accurately and in accordance with the Data Protection Act. Perform all duties in accordance with Covid 19 restrictions and practice infection control measures.
Main duties of the job
* Customer Care: Greet and receive patients promptly and courteously. Establish patient needs and deal with their requirements effectively. Explain eConsult to patients. Highlight that we are a care navigation practice.
* Registrations: Reception to assist with new registrations as per practice protocol. Proof of identity and address and residing in practice boundary or within Waltham Forest Borough as per protocol required. Newly registered patient health check appointment with HCA to be booked unless declined by patient.
* Reception: Opening of premises and getting surgery ready to receive patients in the morning. Sign in to telephone services during opening times. Reception and waiting room area to be kept tidy at all times. Security checks and lock up of premises at end of evening surgery. Ensure lights and computers switched off.
About us
Addison Road Medical Practice is long established in the village area of Walthamstow. We practice from modern premises in a lift building. The practice provides the NHS contract. 14500 patients are registered at the practice and there is a large administrative and clinical team to support our patients. The practice is both a teaching and training practice. Training and development is encouraged for all staff members. All staff undertake an annual review. There is a weekly clinical meeting and the admin staff meet on monthly basis. There is a health and well-being support specialist attached to the practice. She provides monthly sessions on various topics. EMIS is the clinical system used and training will be provided where required. The practice has a very good reputation locally. The current vacancy has arisen as a member of staff has moved away.
Job responsibilities
* Open/close the practice at the beginning and end of each day and follow the opening and closing procedures
* Booking, cancelling, amending patients appointments using EMIS web clinical software
* To answer the telephone promptly and deal with enquiries in a helpful and courteous manner, being aware of the need to maintain confidentiality at all times regarding patients and staff.
* Manning the practices email inbox when needed
* To maintain a good rapport/relationship between internal and external patients of the Practice at all times.
* To have an overview of the demands and workflow of the Practice during the working day.
* Ensure the waiting area/reception front desk is kept tidy and keep forms and patient information stocked up where possible.
* Arranging appointments for patients reviews as part of QOF/PCN management
* Register new patients living within our catchment area
* Dealing with internal and external post
* To reach practice targets by asking patients to complete the patient friends and family surveys on a daily basis.
* Patient engagement proactively inform patients of benefits for signing up to the online services where patients can book appointments, order repeat prescription and view their medical record.
* Effectively signpost patients to services appropriate to their needs
* Scanning and action the clinical correspondence as per GP instructions into the patients medical records
* To be flexible to cover shifts in the event of staff holidays and sickness at short notice.
Person Specification
Qualifications
* Essential: GCSE grade A-C (9-4) in English and Maths (or equivalent)
* Desirable: NVQ in Customer Service or equivalent experience
Experience
* Essential: Experience working with the general public
* Essential: Experience in administrative roles
* Desirable: Experience working in a healthcare setting
* Desirable: Previous experience in GP Practice
* Desirable: Knowledge of the EMIS system
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 CRB) to check for any previous criminal convictions.
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