PREVIOUS APPLICANTS PLEASE DO NOT RE-APPLY.
PREVIOUS EXPERIENCE PREFERRED BUT NOT ESSENTIAL
We are looking for an experienced, friendly, hard working individual to join our dedicated reception team.
The candidate should be committed to caring for our patients and the well being of others.
The candidate will be responsible for undertaking a wide range of reception andadministrative duties and the provision of general support to our multi-disciplinary team.
Duties will include but are not limited to, greeting anddirecting patients, patient registration, booking appointments, processing ofinformation (electronic and hard copy) and assisting patients as required.
You will act as the central point of contact for patients, the distribution ofinformation, messages and enquiries for the clinical team, liaising withmulti-disciplinary team members and external agencies such as secondary care andcommunity service providers.
Main duties of the job
The following are the core responsibilities of thereceptionist/administrator. There may be on occasion, a requirement to carryout other tasks; this will be dependent upon factors such as workload andstaffing levels:
* Maintaining and monitoring the practice appointment system
* Process personal, telephone and e-requests for appointments
* Answer incoming phone calls, transferring calls or dealing with thecallers request appropriately
* Greet all patients and visitors
* Signpost patients to the correct service
* Process incoming and outgoing mail
* Handle prescription requests received in person, via telephone or electronically
* Initiating contact with and responding to, requests from patients, teammembers and external agencies
* Process referrals to external agencies such as secondary care using theelectronic referral system (ERS)
* Read code data on EMIS Web
* File and store records as required
* Data entry of new and temporary registrations and relevant patientinformation as required
* Input data into the patients healthcare records as necessary.
* Scanning of patient related documentation and attaching scanneddocuments to patients healthcare records
* Process requests for information i.e. SAR, insurance / solicitorsletters and DVLA forms to the administrative team
* Manage all queries (including administrative queries) as necessary inan efficient manner
* Monitor and maintain the reception area and notice boards
About us
Fell Cottage surgery is located inthe heart of Low Fell in Gateshead, our surgery is a listed building which wasonce a residential property. We are lucky to led by three GP partners and five salaried GPs in surgery and supported by a great nursing team consisting of oneLead Nurse, one Practice Nurse and two Health Care Assistants. We are atraining practice supporting GP trainees, Physician Associates, Career StartNurse and Training Nurse Associates. Our Admin team of 11 staff are supportedby our Office Manager and our Secretary. Our surgery benefits from having ourown Patient Care Coordinator who works directly with our patients. We also workalongside our extended team ofAdditional Role Staff which includes Pharmacists, Counsellors, MentalHealth Practitioners, Social Prescribers, Midwife and Health Visitors. We havea family feel whilst striving to deliver the best healthcare to our patients.
Job responsibilities
JobTitle
Medical Receptionist/ Administrator
LineManager
OfficeManager
Accountableto
PracticeManager
37.5
JobSummary
To be responsible forundertaking a wide range of reception and administrative duties and theprovision of general support to the multidisciplinary team. Duties caninclude but are not limited to, greeting and directing patients, patientregistration, booking appointments, processing of information (electronic andhard copy) and assisting patients as required. To act as the central point ofcontact for patients, the distribution of information, messages and enquiriesfor the clinical team, liaising with multidisciplinary team members andexternal agencies such as secondary care and community serviceproviders.
MissionStatement
Ouraim is the provision of high quality, evidence based, effective care for allof our patients delivered by a cohesive, happy team.
GenericResponsibilities
Allstaff at Fell Cottage Surgery have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards Equality, Diversity and Inclusion creates and environment where all individuals are able to achievetheir full potential. Creating such an environment is important for threereasons: it improves operational effectiveness, it is morally the right thingto do, and it is required by law.
Patients and their families have the right to betreated fairly and be routinely involved in decisions about their treatmentand care. They can expect to be treated with dignity and respect and will notbe discriminated against on any grounds including age, disability, genderreassignment, marriage and civil partnership, pregnancy and maternity, race,religion or belief, sex or sexual orientation. Patients have a responsibilityto treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly inrecruitment and career progression. Staff can expect to work in anenvironment where diversity is valued and equality of opportunity ispromoted. 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 you treat our patients and theircolleagues with dignity and respect.
Safety, Health,Environment and Fire (SHEF)
This practice is committed to supporting andpromoting opportunities to for staff to maintain their health, well-being andsafety. You have a duty to take reasonable care of health and safety at workfor you, your team and others, and to cooperate with employers to ensurecompliance with health and safety requirements. All personnel are to complywith the Health and Safety at Work Act 1974, Environmental Protection Act1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 andother statutory legislation.
Confidentiality
Thispractice is committed to maintaining an outstanding confidential service. Patientsentrust and permit us to collect and retain sensitive information relating totheir health and other matters, pertaining to their care. They do so inconfidence and have a right to expect all staff will respect their privacyand maintain confidentiality at all times. It is essential that if, the legalrequirements are to be met and the trust of our patients is to be retainedthat all staff protect patient information and provide a confidentialservice.
Quality & Continuous Improvement (CI)
Topreserve and improve the quality of our output, all personnel are required tothink not only of what they do, but how they achieve it. By continuallyre-examining our processes, we will be able to develop and improve theoverall effectiveness of the way we work. The responsibility for this restswith everyone working within the practice to look for opportunities to improvequality and share good practice.
Thispractice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. Wepromote a culture of continuous improvement, where everyone counts and staffare permitted to make suggestions and contributions to improve our servicedelivery and enhance patient care.
Induction Training
On arrival at thepractice all personnel are to complete a practice induction programme; thisis managed by the Office Manager.
Learning and Development
Theeffective use of training and development is fundamental in ensuring that allstaff are equipped with the appropriate skills, knowledge, attitude and competencesto perform their role. All staff will be required to partake and completemandatory training as directed by the training coordinator, as well asparticipating in the practice training programme. Staff will also be permitted (subject toapproval) to undertake external training courses which will enhance theirknowledge and skills, progress their career and ultimately, enable them toimprove processes and service delivery.
Allstaff are to recognise the significance of collaborative working. Teamwork isessential in multidisciplinary environments. Effective communication isessential and all staff must ensure they communicate in a manner whichenables the sharing of information in an appropriate manner.
Service Delivery
Staffat Fell Cottage Surgery must adhere to the information contained withpractice policies and regional directives, ensuring protocols are adhered toat all times. Staff will be given detailed information during the inductionprocess regarding policy and procedure.
Security
Thesecurity of the practice is the responsibility of all personnel. Staff mustensure they remain vigilant at all times and report any suspicious activityimmediately to their line manager. Under no circumstances are staff to sharethe codes for the door locks to anyone and are to ensure that restrictedareas remain effectively secured.
Professional Conduct
AtFell Cottage Surgery, staff are required to dress appropriately for theirrole. Administrative staff will be provided with a uniform whilst clinicalstaff must dress in accordance with their role.
Leave
Allpersonnel are entitled to take leave. Line managers are to ensure all oftheir staff are afforded the opportunity to take all of their leaveentitlement.
PrimaryResponsibilities
Thefollowing are the core responsibilities of the receptionist/administrator. Theremay be on occasion, a requirement to carry out other tasks; this will bedependent upon factors such as workload and staffing levels:
a.Maintaining and monitoring the practice appointmentsystem
b.Process personal, telephone and e-requests forappointments
c.Answer incoming phone calls, transferring calls ordealing with the callers request appropriately
d.Signpost patients to the correct service
e.Process incoming and outgoing mail
f.Initiating contact with and responding to, requests frompatients, team members and external agencies
g.Process referrals to external agencies such as secondarycare using the electronic referral system (ERS)
h.Process letters are requested
k.Photocopy documentation as required
l.File and store records as required
m.Data entry of new and temporary registrations andrelevant patient information as required
n.Input data into the patients healthcare records as necessary
o.Scanning of patient related documentation and attachingscanned documents to patients healthcare records
p.Process requests for information i.e. SAR, insurance /solicitors letters and DVLA forms to the administrative team
q.Manage all queries (including administrative queries) asnecessary in an efficient manner
r.Carry out system searches as requested
s.Maintain a clean, tidy, effective working area at alltimes
t.Monitor and maintain the reception area and notice boards
u.Support all clinical staff with general tasks asrequested
SecondaryResponsibilities
Inaddition to the primary responsibilities, the medical administrator may berequested to:
a.Partake in audit as directed by the audit lead
b.Produce meeting agendas and record the minutes of meetings
c.Support administrative and reception staff, providingcover during staff absences
d.Complete opening and closing procedures in accordancewith the duty rota
e.As required support in the management of repeatprescriptions, ensuring they are processed accurately and efficiently
f.Ordering and monitoring of stationery supplies
Person Specification
Skills
* Competent in the use of Microsoft Office applications
* Effective time management
* Ability to follow policies and procedures
* Ability to work in a changing environment
* Ability to work in a changing environment
* Able to handle difficult situations
Qualities
* Ability to work as a team member
* Ability to work autonomously
* Confident with problem solving
Experience
* Experience of working in a health care setting
* Experience of administrative / receptionist duties
* Experience of working in a primary care setting
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics & English C or above
* AMSPAR Receptionists Qualification
* NVQ Level 2 in Health and Social Care
Personality
* Polite and confident
* Flexible and cooperative
* Caring and supportive
* Sensitive and empathetic in distressing situations
* Motivated
Skills
* Excellent communication skills (written and verbal)
* Clear, polite telephone manner
* Good interpersonal skills
* Ability to use EMIS web
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.
#J-18808-Ljbffr