Interview Information: Interviews will be conducted in person and may take place either at our main office in Reed House or at JPUH. These will be scheduled during the week commencing28th July.
Please note: This vacancy may close earlier than the advertised deadline if a suitable candidate is identified.
The UK government regulates the ability of employers to recruit non UK residents by issuing licenses to provide Visa Sponsorship. Unfortunately NPC does not hold a license for Visa Sponsorship and so cannot progress any applications for candidates without the right to work in the UK.
As receptionist you will be part of a team of receptionists that work in the service. High levels of organisation, professionalism and the ability to work autonomously are required for this role. You will receive, register and direct patients who are accessing the GP Front Door Service in a courteous, efficient and effective way.
You will also be responsible for generating daily reports from the clinical system, inducting new clinicians into the service as well as new reception starters when required. More detailed responsibilities are expanded on below.
Administration
* To have a good knowledge of the SystmOne clinical system
* To work in accordance with written protocols
* Registering patients onto the clinical system and booking them into appointment slots
* Generating reports from the clinical system when required
Main duties of the job
Reception
* Registering patients on to the I.T clinical system and booking appointments.
* Represent the service in a professional manner at all times.
* Direct patients to their appointment where necessary.
I.T
* Maintain the I.T functionality for receptionists and clinicians alike.
* Liaise with the IT department should any issues arise.
* Escalation of issues to line manager if not resolved.
* Creation and maintenance of logins for new staff.
Other Tasks
* Ensure reception area is always clean and tidy
* Any other tasks allocated by managers
* Provide a GP chaperone service as required (chaperone training will be provided)
Confidentiality:
* While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
* In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
About us
Norfolk Primary Care Ltd is a Community Interest Company. Itis established to:
Support and strengthen primary care and to promote andassist practices to improve quality by working with and on behalf of primarycare in Norfolk.
Help with challenges identified by practices workload, GPrecruitment, sharing best practice.
Recognise the changing nature of primary care and assist toensure that the right level of service is provided to address the needs of thelocal population.
Provide benefit to patients of primary care, the cliniciansand administrators who work in it and practice organisations in Norfolk.
Work within health systems to provide patient care ininnovative and solution-focussed ways.
Job responsibilities
As receptionist you will be part of a team of receptionists that work in the service. High levels of organisation, professionalism and the ability to work autonomously are required for this role. You will receive, register and direct patients who are accessing the GP Front Door Service in a courteous, efficient and effective way.
You will also be responsible for generating daily reports from the clinical system, inducting new clinicians into the service as well as new reception starters when required. More detailed responsibilities are expanded on below.
Key Responsibilities:
Administration
* To have a good knowledge of the SystmOne clinical system
* To work in accordance with written protocols
* Registering patients onto the clinical system and booking them into appointment slots
* Generating reports from the clinical system when required
* Creating rota templates and filling the rota with required staff
Reception
* Registering patients on to the I.T clinical system and booking appointments.
* Represent the service in a professional manner at all times.
* Direct patients to their appointment where necessary.
I.T
* Maintain the I.T functionality for receptionists and clinicians alike.
* Liaise with the IT department should any issues arise.
* Escalation of issues to line manager if not resolved.
* Creation and maintenance of logins for new staff.
Other Tasks
* Ensure reception area is always clean and tidy
* Any other tasks allocated by managers
* Provide a GP chaperone service as required (chaperone training will be provided)
Confidentiality:
* While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
* In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
* Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
* Using personal security systems within the workplace according to practice guidelines
* Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
* Making effective use of training to update knowledge and skills
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
* Actively reporting of health and safety hazards and infection hazards immediately when recognised
* Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
* Undertaking periodic infection control training (minimum annually)
* Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Quality:
The post-holder will strive to maintain quality within the service, and will:
* Alert other team members to issues of quality and risk
* Assess own performance and take accountability for own actions, either directly or under supervision
* Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
* Work effectively with individuals in other agencies to meet patients needs
* Effectively manage own time, workload and resources
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members
* Communicate effectively with patients
* Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
* Apply policies, standards and guidance.
* Discuss with other members of the team how the policies, standards and guidelines will affect own work
* Participate in audit where appropriate
NPC Generic Job Description areas:
Communication
Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment
Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating
Anticipate barriers to communication and take action to improve communication
Maintain effective communication within the organisational environment and with external stakeholders
Act as an advocate for patients and colleagues
Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate
Delivering a quality service Prioritise, organise and manage own workload in a manner that maintains and promotes quality Participate in quality assurance and safety processes across the organisation and its activities Participate in shared learning across NPC and the wider organisational environment Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from patient complaints, clinical incidents and near-miss events Assess the impact of policy implementation on care delivery Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance Leadership personal and people development
Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role mode
Support staff development in order to maximise potential
Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice
Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services
Critically evaluate and review innovations and developments that are relevant to the area of work
Enlist support and influence stakeholders and decision-makers in order to bring about new developments in the provision of services
Contribute to planning and implementing changes within the area of care and responsibility
Contribute to the development of local guidelines, protocols and standards
Team working Understand own role and scope and identify how this may develop over time Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence Create clear referral mechanisms to meet patient need Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team Work effectively with others to clearly define values, direction and policies impacting upon care delivery Discuss, highlight and work with the team to create opportunities to improve patient care Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team Agree plans and outcomes by which to measure success Management of risk
Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients
Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines
Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.
Participate in mandatory and statutory training requirements
Apply infection-control measures within the practice according to local and national guidelines
Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice
Managing information
Job description
Job responsibilities
As receptionist you will be part of a team of receptionists that work in the service. High levels of organisation, professionalism and the ability to work autonomously are required for this role. You will receive, register and direct patients who are accessing the GP Front Door Service in a courteous, efficient and effective way.
You will also be responsible for generating daily reports from the clinical system, inducting new clinicians into the service as well as new reception starters when required. More detailed responsibilities are expanded on below.
Key Responsibilities:
Administration
* To have a good knowledge of the SystmOne clinical system
* To work in accordance with written protocols
* Registering patients onto the clinical system and booking them into appointment slots
* Generating reports from the clinical system when required
* Creating rota templates and filling the rota with required staff
Reception
* Registering patients on to the I.T clinical system and booking appointments.
* Represent the service in a professional manner at all times.
* Direct patients to their appointment where necessary.
I.T
* Maintain the I.T functionality for receptionists and clinicians alike.
* Liaise with the IT department should any issues arise.
* Escalation of issues to line manager if not resolved.
* Creation and maintenance of logins for new staff.
Other Tasks
* Ensure reception area is always clean and tidy
* Any other tasks allocated by managers
* Provide a GP chaperone service as required (chaperone training will be provided)
Confidentiality:
* While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
* In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
* Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
* Using personal security systems within the workplace according to practice guidelines
* Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
* Making effective use of training to update knowledge and skills
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
* Actively reporting of health and safety hazards and infection hazards immediately when recognised
* Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
* Undertaking periodic infection control training (minimum annually)
* Reporting potential risks identified
* Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
* Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Quality:
The post-holder will strive to maintain quality within the service, and will:
* Alert other team members to issues of quality and risk
* Assess own performance and take accountability for own actions, either directly or under supervision
* Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
* Work effectively with individuals in other agencies to meet patients needs
* Effectively manage own time, workload and resources
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members
* Communicate effectively with patients
* Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
* Apply policies, standards and guidance.
* Discuss with other members of the team how the policies, standards and guidelines will affect own work
* Participate in audit where appropriate
NPC Generic Job Description areas:
Communication
Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment
Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating
Anticipate barriers to communication and take action to improve communication
Maintain effective communication within the organisational environment and with external stakeholders
Act as an advocate for patients and colleagues
Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate
Delivering a quality service Prioritise, organise and manage own workload in a manner that maintains and promotes quality Participate in quality assurance and safety processes across the organisation and its activities Participate in shared learning across NPC and the wider organisational environment Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from patient complaints, clinical incidents and near-miss events Assess the impact of policy implementation on care delivery Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance Leadership personal and people development
Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role mode
Support staff development in order to maximise potential
Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice
Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services
Critically evaluate and review innovations and developments that are relevant to the area of work
Enlist support and influence stakeholders and decision-makers in order to bring about new developments in the provision of services
Contribute to planning and implementing changes within the area of care and responsibility
Contribute to the development of local guidelines, protocols and standards
Team working Understand own role and scope and identify how this may develop over time Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence Create clear referral mechanisms to meet patient need Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team Work effectively with others to clearly define values, direction and policies impacting upon care delivery Discuss, highlight and work with the team to create opportunities to improve patient care Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team Agree plans and outcomes by which to measure success Management of risk
Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients
Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines
Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.
Participate in mandatory and statutory training requirements
Apply infection-control measures within the practice according to local and national guidelines
Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice
Managing information
Use technology and appropriate software as anaid to management in planning, implementation and monitoring of care,presenting and communicating information
Review and process data using accurate Readcodes in order to ensure easy and accurate information retrieval for monitoringand audit processes
Manage information searches using the internetand local library databases
Monitor and confirm that the nursing team arereceiving and processing data and information in an agreed format
Person Specification
Experience
* Experience of working with or in Primary Care
* Experience of working independently and prioritising your own work
* Understanding of the current NHS agenda for primary care and integration of services and/or the pressures within General Practice
* Experience of working with senior colleagues (for example doctors, lead nurses, managers, directors)
Qualifications
* Evidence of continuing learning and a desire to learn
* Experience of GP clinical systems (ideally SystmOne) and has worked in a GP practice
* GCSE standard qualifications Maths and English grade C or above (or equivalent)
* Knowledge of current healthcare policy
* Experience of undertaking service improvement(s)
Skills and Abilities
* Excellent communication skills - verbal and written
* Ability to work on own initiative
* Ability to work under pressure and problem solve
* Familiarisation with email, Microsoft Word and Excel
* Understand the importance of confidentiality
* Adaptable and receptive to new ideas and procedures
* Personal and professional integrity and confidence
* Ability to work in a diverse environment
* Ability to present yourself professionally and clearly, to listen, and to be responsive to reasonable requests.
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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