Salary scale pro-rata to £23,726 pa (£12.13 hour) plus NHS pension
We have 2 options (one role):
Option 1 (22.75 hours per week):
Monday 7.45am – 5.30pm*
Tuesday 8.00am – 5.30pm*
Friday 1.00pm – 5.30pm
*(30 mins lunch)
Option 2 (27.25 hours per week):
Monday 7.45am – 5.30pm
Tuesday 8.00am – 5.30pm
Friday 8.00am - 5.30pm
We are looking to recruit a new RA to join our reception team providing appointment and patient services at our busy GP practice in Hilton. Customer service and admin experience including telephone work essential. General Practice or other NHS experience desirable.
In addition, the post holder will be required to provide sickness/holiday cover for colleagues and attend monthly practice Quest training sessions (Wednesday afternoons). Additional working hours during training (3 days per week if possible) is preferred.
JOB PURPOSE
To provide a comprehensive, efficient and courteous reception and administrative service to the practice and its patients, thus enabling the practice to operate effectively. To observe a strict duty of confidentiality in all areas of work.
To act as the key contact between patients, relatives and others with the Medical Centre and its staff and to maintain a professional image at all times.
PERSON SPECIFICATION
Essential
* A minimum of 2 years customer services or receptionist experience
* A minimum of 2 years experience and confidence in working with clients/patients/customers over the telephone
* A minimum of 2 years experience of working in an office/administrative environment
* Excellent IT skills; demonstrable competence in working quickly and efficiently on PCs.
* Excellent communication, interpersonal and organisational skills
* Ability to work on own initiative, self-motivated; attention to detail
* Ability to effectively prioritise different demands on limited time
* Ability to work effectively under pressure and to meet deadlines
* Ability to remain calm and handle difficult situations appropriately, eg. where a patient may be angry, upset or emotional
* Good team worker
* Patience and perseverance; empathetic and caring
* Professional manner
Desirable
* General Practice or other NHS experience
* SystmOne clinical system experience
* Call centre/call handling experience
* Touch typing ability
KEY RESULT AREAS
* Receipt of all incoming telephone calls to the practice, booking appointments and home visits. and/or sign-posting patients to other services in line with practice protocols/triage pack.
* Asking appropriate questions to discern whether appointments are urgent or routine, assimilate information and determine appropriate action.
* Ensure that anyone requesting treatment in a medical emergency is provided with appropriate care as quickly as possible.
* Enter confidential data onto SystmOne, the clinical system.
* Respond to queries from patients or other callers/visitors, where necessary consulting with the doctor or colleagues.
* Pass accurate and timely messages to the doctors and other members of the primary health care team
* The efficient and courteous reception of all patients and visitors to the practice; dealing with all enquiries and requests, taking action as appropriate.
* Day to day organisation and security of the Reception/Admin area, including the Waiting Room and associated areas.
* Explain practice arrangements and formal requirements to new patients and those seeking temporary registration, ensuring procedures are completed prior to consultation. Registration of patients to the practice as required.
* Processing requests for repeat prescriptions as required, liaison with MOL and local pharmacies; dealing with queries as necessary.
* Sorting of incoming notes to the practice in accordance with practice policy.
* Undertake a range of administrative tasks involving data input to patient records, actions delegated via doctors through ‘Pathology Links’, sending out DNA letters, text messages to patients, etc.
* Opening of all incoming mail and distribution as appropriate.
* Ensuring that all record keeping, filing and distribution of documents is undertaken promptly and accurately.
* Deal with incoming e-mails to Reception as necessary.
* Ensuring appropriate handover to incoming colleagues, including any unresolved or urgent matters.
* Adhere to the Health & Safety policy and recognised standards of good practice at all times.
* To provide sickness and holiday cover as required by the rota.
* To undertake ad hoc duties as may reasonably be required by the Partners, Practice/Operational Manager, Reception Manager or other members of the clinical team.
EQUALITY AND DIVERSITY
* Promote equality of opportunity and diversity within the Practice population and enable or support others to promote equality and diversity
* Treat all patients, carers and colleagues fairly and with respect
* Accept the rights of individuals to choose their care providers, to recognise their right to participate in their care and to refuse care
* Support patients and others who need assistance in exercising their rights
* Act as a role model in good practice relating to equality and diversity
COMMUNICATIONS AND WORKING RELATIONSHIPS
Within the practice
* Patients and their relatives and carers
* GP Partners, Salaried and locum GPs
* All members of the Practice team, including attached and voluntary staff
External
* Staff at the local residential and nursing homes
* Local Pharmacy staff
* ICB and other NHS staff
* Courier
* Staff at the NHS Trusts, including laboratory staff
* All visitors and contractors
MOST CHALLENGING PART OF THE JOB
To effectively balance the pressures and demands of the patients, the constraints and limitations of the appointment system and the individual working styles of the clinical staff.
*Please note in addition to these hours there will be a requirement to provide sickness/holiday cover for colleagues and occasional Saturday morning working.
Job Types: Part-time, Permanent
Pay: From £12.13 per hour
Benefits:
* Company pension
* Free parking
* On-site parking
* Sick pay
Schedule:
* Day shift
* Monday to Friday
Work Location: In person
Application deadline: 21/02/2025
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