Receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Providegeneral assistance to the Practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone.
Main duties of the job
See link to Job Description for main duties of the role
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Providegeneral assistance to the Practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone.
About us
Cranes Park Road Surgery is a small but busy GP Practice in Sheldon, Birmingham. You will join a team of receptionists and administrators who support the patients and clinicians.
Job responsibilities
Administration
Tohave a thorough knowledge of all Practice procedures.
Towork in accordance with written protocols.
Ensurepatient referrals are completed in a timely manner.
Scanrelevant documents into patient records.
Reception
Receivingpatients consulting with members of Practice team, directing to self arrivalwhere appropriate.
Promoteservices to patients i.e. online triage, online registration, patient partner,texting, Accurx.
Appointments
Processappointment requests for appointments from patients by telephone, online and inperson.
Dealwith visits requests.
Computer
Registrationsof new patients.
Processrepeat prescription requests in accordance with Practice guidelines.
Telephone
Answerall calls promptly using the practice script.
Dealwith queries as per the practices protocols
OtherTasks
Checksurgeries at the end of the day as per practice protocols.
Ensurebuilding security is maintained.
Anyother tasks allocated by the Administrator Team and Management Team.
Confidentiality:
While seeking treatment, patients entrust uswith, or allow us to gather, sensitive information in relation to their healthand other matters. They do so in confidence and have the right to expect thatstaff will respect their privacy and act appropriately.
In the performance of the duties outlined inthis Job Description, the post-holder may have access to confidentialinformation relating to patients and their carers, Practice staff and otherhealthcare workers. They may also have access to information relating to thePractice as a business organisation. All such information from any source is tobe 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:
Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the Practice Health & SafetyPolicy, to include:
Usingpersonal security systems within the workplace according to Practice guidelines
Identifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risks
Makingeffective use of training to update knowledge and skills
Usingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazards
Equalityand Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
Actingin a way that recognizes the importance of peoples rights, interpreting themin a way that is consistent with Practice procedures and policies, and currentlegislation.
Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behavingin a manner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.
Personal/ProfessionalDevelopment:
Thepost-holder will participate in any training programme implemented by thePractice as part of this employment, such training to include:
Attendand actively participate in Target.
Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development.
eLearningwhich will include, Safeguarding Adults/Children, Information Governance, FireSafety Awareness, Equality and Diversity, Health & Safety Awareness,Conflict Resolution, Manual Handling, Prevent training.
Quality:
Thepost-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 directly orunder supervision.
Contributeto the 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:
Thepost-holder should recognise the importance of effective communication withinthe team and will strive to:
Communicateeffectively with other team members.
Communicateeffectively with patients and carers.
Recognisepeoples needs for alternative methods of communication and respond accordingly.
Contributionto the Implementation of Services:
Thepost-holder will:
ApplyPractice policies, standards and guidance.
Discusswith other members of the team how the policies, standards and guidelines willaffect own work.
Participatein audit where appropriate.
Person Specification
* Able to work under pressure.
* Willingness to learn.
Qualifications
* Good general education with good numeracy and literacy skills
Experience
* Experience of working in primary care
* Experience of working with EMIS Web
Skills
* Good communication skills, oral and written
* Good team working
* Good interpersonal skills
* Flexibility
* Well-mannered and well presented
* Patient, tolerant, tactful and discreet
* Enthusiastic, honest and reliable
* Self-motivating
* Demonstrate initiative
* Ability to prioritise tasks
* Able to tolerate stress and manage appropriately
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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