Job summary
We invite you to apply for a part-time Reception/Administration position with our large and friendly Admin Team at Whittington Moor Surgery. This role offers 30-36 hours per week.
This role although extremely busy is very rewarding.
We are a practice of just over 8,500 registered patients and we pride ourselves in the care and support we provide to our patients and each other.
We are proud to have been rated 'Outstanding' by CQC since 2015, our most recent inspection taking place in June of this year.
Main duties of the job
You will engage with patients both in person and over the phone, handling a variety of requests, including appointment scheduling, new registrations, notifications of death, test results, signposting, and more. You will also manage enquiries from other services, always maintaining confidentiality and compliance with GDPR.
In addition, you will support the Administrative Team by processing incoming mail, ensuring it is scanned and routed to the appropriate recipient(s), triaging patient appointment requests, completing clinicians tasks, and being available for any requests or enquiries as they arise.
You will play a pivotal role in the Practice Team and will receive comprehensive training.
About us
You will be joining our large and friendly Practice Admin Team along with 3 GP partners, a Managing Partner, 4 salaried GPs, Practice Nursing Team, Operations Manager, Admin & Prescription supervisors, IT & data clerk and other members of the team.
Although at Whittington Moor Surgery we are a very busy practice we feel that we work with friends not just colleagues.
Our aim is to create a place where we provide the best care possible for our patients within the constraints of the NHS. It is our aspiration that all staff will know that they are valued and their work contributes to providing the highest quality of care possible.
You are encouraged to call and speak to our PA to Practice Manager, Kelly Parsons, should you have any questions.
Interview date will be confirmed after shortlisting.
Job description
Job responsibilities
Offer general assistance to the Practice Team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the Practice Administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:
1. Maintaining and monitoring the practice appointments system
2. Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate Healthcare Professional
3. Processing and distributing incoming (and outgoing) mail
4. Processing electronic & paper medication requests
5. Processing new patient registrations along with patient deductions
6. Taking messages and passing on information in a variety of ways
7. Filing and retrieving paperwork
8. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
9. Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
10. Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
11. Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy
12. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
13. Using SystmOne, deal with workflow and tasks on a daily basis.
14. Process new patient registrations and temporary registrations.
15. To assist and support the manager and other practice staff with the induction of any new or temporary reception/admin staff.
16. Filing patient records and retrieving the records when necessary.
17. Recording requests for home visits, ensuring that all requests are passed to the relevant doctor.
18. Sort historical paper records for new patients into date order ready for summarising onto the computer.
19. To ensure emails are acted upon quickly
Additional Duties
20. To carry out general clerical duties, including filing, photocopying, laminating and the use of other equipment as required.
21. Shared responsibility for reception, waiting rooms and consultation rooms upkeep and tidiness, including leaflets and posters.
22. Perform any other appropriate duties as may be delegated from time to time by the Practice Manager or Operations Manager.
23. A staff appraisal procedure is in operation at the surgery and all staff are required to participate annually.
24. It is essential that all members of staff attend training courses or undertake relevant training as requested.
25. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking the same work.
Confidentiality:
26. In the course of 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
27. 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
28. 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:
29. Using personal security systems within the workplace according to practice guidelines
30. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
31. Making effective use of training to update knowledge and skills
32. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way, free from hazards
33. Actively reporting health and safety hazards and infection hazards immediately when recognised
34. 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
35. Undertaking periodic infection control training (minimum annually)
36. Reporting potential risks identified
37. 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:
38. 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
39. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
40. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:
41. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
42. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the practice, and will:
43. Alert other team members to issues of quality and risk
44. Assess own performance and take accountability for own actions, either directly or under supervision
45. 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
46. Work effectively with individuals in other agencies to meet patient's needs
47. Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
48. Communicate effectively with other team members
49. Communicate effectively with patients and carers
50. Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
51. Apply practice policies, standards and guidance
52. Discuss with other members of the team how the policies, standards and guidelines will affect own work
53. Participate in audit where appropriate
This job description acts as a guideline to the responsibilities of the post holder and will be reviewed in consultation with the post holder and amended to meet changing professional and service needs.
Please note: This position has pre-employment checks which the applicant will be advised of during the interview process.
Interview date: To be confirmed.
Person Specification
Qualifications
Essential
54. GCSE or Equivalent Grade C or above in English
55. Previous office experience
56. Previous experience working with public
57. Excellent communication skills (Written and Oral)
58. Prioritise Workload
59. Able to deal with difficult situations/people
60. Organisational skills
61. Problem solving skills
62. Able to work as part of a team or on own
63. Flexible approach to hours and days
64. Team working
65. Flexibility
66. Calm/patient
67. Punctual
68. Confidentiality
Desirable
69. GCSE or Equivalent Grade C or above in Maths
70. RSA II Word Processing or Equivalent
71. ECDL or NVQ Qualification in administration
72. Previous reception experience
73. General Practice experience
74. Some knowledge of the Practice clinical system (System One)
Experience
Desirable
75. Experience of working in a GP practice would be desirable however full training will be given for this post.