To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients
Main duties of the job
Answering a high volume of calls from our patients, in an efficient and courteous manner, putting patients at ease and providing clear concise information. Taking clear and concise notes of patient interactions, ensuring these are documented accurately.
Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice.
After appropriate training, triage patient calls and online requests using a variety of questioning techniques to develop a full picture of the nature of the patients problem and signpost the patient to the most appropriate care.
Deal appropriately with instructions and queries from clinicians and other team members.
Building and maintaining strong relationships with all team members.
Action tasks via SystmOne from the workflow team efficiently and in a timely manner
Complete patient prescription requests
About us
The practice has 2 GP partners, 2 Salaried GP's, 2 Practice Nurses, 1 HCA. 1 Practice Manager, 1 Data Quality Lead, 1 Secretary, 8 Admin/Receptionists. In addition, we are a training practice and have trainee Doctors on rotation.
Job responsibilities
Working collaboratively with the Practice team and project apositive and friendly image to patients and other visitors, either in person orvia the telephone.
Assist and direct patients in accessing the appropriateservice or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist inthe smooth running of the Practice including the provision of clerical supportto clinical staff and other members of the Practice team
Facilitate effective communication between patients, membersof the primary health care team, secondary care and other associated healthcareagencies.
Maintaining and monitoring the Practice appointments system
Assisting patients with their requests face toface,telephone or email for appointments in line with the practice carenavigation policy.
Process requests for repeat prescriptions in accordance withpractice policy.
General office duties such as scanning and filing incomingand outgoing post.
Clinical Coding inline with the practice protocol and underthe direction of the Data Quality & IT Officer/Practice Manager.
The employer will support the equality, diversity and rightsof patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoplesrights, interpreting them in a way that is consistent with practice proceduresand policies, and current legislation
Respecting the privacy, dignity, needs and beliefs ofpatients, carers and colleagues
Behaving in a manner which is welcoming to and of theindividual, is non-judgmental and respects their circumstances, feelingspriorities and rights.
The employee will participate in any training programmeimplemented by the practice as part of this employment, such training toinclude.
Participation in an annual individual performance review,including taking responsibility for maintaining a record of own personal and/orprofessional development.
Taking responsibility for own development, learning andperformance and demonstrating skills and activities to others who areundertaking similar work
The employee will strive to maintain quality within thepractice, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for ownactions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting onown and team activities and making suggestions on ways to improve and enhancethe teams performance
Work effectively with individuals in other agencies to meetpatients needs
Effectively manage own time, workload and resources
Recognise peoples needs for alternative methods ofcommunication and respond accordingly.
Person Specification
Qualifications
* GCSE grade A to C in English and Maths
* Reliability
* Experience of working in a GP Practice
Experience
* Experience with working within a customer care team
* Experience of office and administration
* Experience of working within a GP practice or 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.
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