Broadmead Surgery is a busy, friendly and fully computerised (SystmOne) practicelocated within Grand Union Village Health Centre in Northolt. We currently have over 7800 registeredpatients.
We are looking for a new member of staff to join our friendly team for25 hours per week in a permanent position.Shifts will be between 13:00pm to 6.30pm Monday to Friday based on a set rotaand sharing the rota for Saturdays 9am 1pm.
Main duties of the job
To provide a welcoming and efficient reception serviceto all visitors and telephone enquiries, ensuring that the patient appointmentsystems function smoothly and efficiently. To provide administrative services includingmedical records maintenance, repeat prescribing and any other associated tasks.
Respond to incoming calls.
Record all messagesaccurately and forward promptly.
Maintain an efficientappointment system.
Invite patients for annualreviews.
Prompt actioning of incomingand outgoing correspondence (paper and electronic).
Actioning prescriptionrequests, liaising with pharmacies.
Registering new patients.
Actioning clinicians paperwork throughout the day.
Assist with requests for patient information received fromthird parties via telephone, email and SystmOne ensuring patientconfidentiality and data protection guidelines are adhered to at all times.
Scanning patient correspondence, actioning tasks.
Respond to general enquiries and explain Surgery proceduresto enquirers.
Undertake any otheradministrative tasks as delegated by senior staff or the Practice Manager.
About us
Broadmead Surgery is a busy, friendly and fully computerised (SystmOne) practicelocated within Grand Union Village Health Centre in Northolt. We currently have over 7800 registeredpatients. We also see non-registeredpatients for community services such as anticoagulation, ECG etc.
Our team consists of a Lead GP Partner, Salaried GPs, Practice Nurses, Healthcare Assistants, Clinical Pharmacist, Clinical Assistant, Practice Secretary, Reception Team Leader, Senior Receptionist, Administrator and Receptionist Administrators.
Broadmead Surgery is one of six local GP Practices that are part of Northolt Primary Care Network (PCN). The PCN works collaborately to provide enhanced care and services to our patients.
We are keen to support staff development and offer in-house and external training opportunities.
Job responsibilities
JOBPURPOSE: To provide a welcoming andefficient reception service to all visitors and telephone enquiries, ensuringthat the patient appointment systems function smoothly and efficiently. To provide administrative services includingmedical records maintenance, repeat prescribing and any other associated tasks.
1.Receive, welcome andregister patients who arrive for appointments.
2.Respond to incoming calls ina courteous and efficient manner.
3.Record all messagesaccurately at the time they are taken and forward promptly.
4.Maintain an efficientappointment system by offering new and follow up appointments according to thecapacity of the Doctors and other clinical staff.
5.Record requests for homevisits.
6.Invite patients for annualreviews in relation to QOF (Quality Outcome Framework).
7.Prompt actioning of incomingand outgoing correspondence (paper and electronic) passing to relevant staffmember or duty doctor.
8.Actioning prescriptionrequests, liaising with pharmacies to resolve any issues.
9.Registering new patientsonto the clinical system ensuring that all documentation is confirmed asaccurate. Arranging for patients NewPatient Health check with the Nurse or Doctor.
10. Actioning clinicians paperwork throughout the day to includethe emailing of urgent and non-urgent referrals/information.
11. Assist with requests for patient information received fromthird parties via telephone, email and SystmOne ensuring patientconfidentiality and data protection guidelines are adhered to at all times.
12. Accurately scanning patient correspondence into patientsmedical records once seen by clinicians.Actioning any resulting task messages.
13. Help maintain a tidy and efficient medical records roompulling or filing patients medical records.Assist in tagging of new patients medical records ready for a seniormember of staff to summarise.
14. Respond to general enquiries and explain Surgery proceduresto enquirers.
15. Ensure that the reception area is organised and tidy at alltimes.
16. Undertake any other administrative tasks as delegated bysenior staff or the Practice Manager.
17. Ensure that patients with a complaint about any matterpertaining to the practice are referred without delay to senior staff or thePractice Manager.
18.Maintain complete patient confidentiality atall times.
19.Be prepared to work shiftsaccording to the practice opening hours and to offer extra cover for otherreceptionists by arrangements.
20.Participate in the Personal Development andAppraisal schemes. Attend trainingcourses as required and complete mandatory online training annually.
21.Participate in any teammeetings as required.
22.Ensure that safe workingpractices are adhered to and in accordance with Health, Safety and Securityprocedures. Follow the practicereporting process, to be responsible to report any health & safety issues,potential risks or serious incidents.
This list is not exhaustive.
Confidentiality:
* In the course of seekingtreatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have theright to expect that staff will respect their privacy and actappropriately
* In the performance of theduties outlined in this job description, the post-holder may have accessto confidential information relating to patients and their carers,practice staff and other healthcare workers. They may also have access to informationrelating to the practice as a business organisation. All suchinformation from any source is to be regarded as strictly confidential
* Information relating topatients, carers, colleagues, other healthcare workers or the business ofthe practice may only be divulged to authorised persons in accordance withthe practice policies and procedures relating to confidentiality and theprotection of personal and sensitive 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, the practice health & safety manual, and the practice infectioncontrol policy and published procedures. This will include:
* Using personal securitysystems within the workplace according to practice guidelines
* Identifying the risks involvedin work activities and undertaking such activities in a way that managesthose risks
* Making effective use oftraining to update knowledge and skills
* Using appropriate infectioncontrol procedures, maintaining work areas in a tidy and safe way and freefrom hazards
* Actively reporting of healthand safety hazards and infection hazards immediately when recognised
* Keeping own work areas andgeneral/patient areas generally clean, assisting in the maintenance ofgeneral standards of cleanliness consistent with the scope of the jobholders role
* Undertaking periodic infectioncontrol training (minimum annually)
* Demonstrate dueregard for safeguarding and promoting the welfare of children.
* Equality and diversity:
The post-holder will support theequality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way thatrecognises the importance of peoples rights, interpreting them in a waythat is consistent with practice procedures and policies, and currentlegislation
* Respecting the privacy,dignity, needs and beliefs of patients, carers and colleagues
* Behaving in a manner that iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings priorities and rights.
The post-holder will participate inany training programme implemented by the practice as part of this employment,with such training to include:
* Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development
* Taking responsibility for owndevelopment, learning and performance and demonstrating skills andactivities to others who are undertaking similar work
Quality:
The post-holder will strive tomaintain quality within the practice, and will:
* Alert other team members toissues of quality and risk
* Assess own performance andtake accountability for own actions, either directly or under supervision
* Contribute to theeffectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performance
* Work effectively withindividuals in other agencies to meet patients needs
* Effectively manage own time,workload and resources
Communication:
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
* Communicate effectively withother team members
* Communicate effectively withpatients and carers
* Recognise peoples needs foralternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
* Apply practice policies,standards and guidance
* Discuss with other members ofthe team how the policies, standards and guidelines will affect own work
* Participate in audit whereappropriate
Person Specification
Experience
* 2. It is essential that the candidate provide a calming and empathetic assistance to all patients.
* 3. The successful candidate must be flexible in their hours based on the demands of the rota and to fit in with the needs of the surgery. All staff are required to cover annual leave and sick leave when necessary.
* 4. Common sense and a Commitment to a Professional attitude, Flexible, Confident and Respectful to team members.
* 5. Being aware of your surroundings (team working) Ability to work under pressure.
* 6. A good sense of humour whilst being Diplomatic and Willingness to learn.
* 7. Proactive attitude towards work and learning with a can do attitude. To be able to think outside of the box and enjoy working as part of team.
* 2. It is essential that the candidate provide a calming and empathetic assistance to all patients.
* 3. The successful candidate must be flexible in their hours based on the demands of the rota and to fit in with the needs of the surgery. All staff are required to cover annual leave and sick leave when necessary.
* 4. Common sense and a Commitment to a Professional attitude, Flexible, Confident and Respectful to team members.
* 5. Being aware of your surroundings (team working) Ability to work under pressure.
* 6. A good sense of humour whilst being Diplomatic and Willingness to learn.
* 7. Proactive attitude towards work and learning with a can do attitude. To be able to think outside of the box and enjoy working as part of team.
Qualifications
* GCSE or O Level standard
* Literacy
* Numeracy
* Customer Care Skills
* Communication Skills
* Qualification in Office Administration
* CLAIT1
* ECDL certificate
* Knowledge of IT systems (Windows, Office)
* Knowledge of clinical system (Systmone)
* Medical Terminology
Personal Characteristics
* Common sense
* Commitment
* Professional attitude, empathic
* Flexible
* Confident
* Respectful to team members
* Self awareness
* Be aware of your surroundings (team working)
* Ability to work under pressure
* Good sense of humour
* Diplomatic
* Willingness to learn
* Be able to think outside the box
* Enjoy working as part of team
* Identify own training needs
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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