Are you ready for a rewarding career in healthcare?
We are looking for an individual who is enthusiastic and passionate about making a difference in the lives of others. Someone who is eager to develop themselves within the Practice and our multidisciplinary teams.
You should have a professional, flexible, and adaptive approach to working and a positive can-do attitude. While the working hours will be Monday to Friday, all our Practice Team members support the extended access rota. This means that on occasion, you will be required to work an evening or Saturday shift. This will be on rotation and with plenty of notice.
This is a busy, demanding, and interesting role, and you will need to be quick-thinking and tenacious, but also kind and understanding. Working in a great team of clinical and non-clinical colleagues, we need you to be friendly, flexible, and used to using your initiative as well as working closely with colleagues.
Main duties of the job
The main purpose of the Patient Support Team is to:
Offer advice, guidance, and assistance to patients, relatives, carers, or other healthcare agencies wishing to use our services. You will facilitate effective, professional communication between patients and members of the primary healthcare team, secondary care, and other associated healthcare agencies, and undertake a variety of administrative duties to assist in the smooth running of the Practice.
About us
We are a highly regarded training Practice supporting GPs, Nurses, Pharmacists, and many others at different stages of their careers. Based at two surgeries to the North and South of Scarborough, our teams support over 15,000 patients.
You will be an essential part of our dynamic workforce, working alongside our teams of GPs, Nurse Practitioners, Practice Nurses, HCAs, Dispensers, Clinical Pharmacists, MSK Practitioners, Mental Health workers, Social Prescribing Link workers, Care coordinators, Medical Secretaries, Coders, and many more!
Job responsibilities
PATIENT SUPPORT TEAM MEMBER
Job Description and Person Specification
JOB TITLE: PATIENT SUPPORT TEAM MEMBER
REPORTS TO: PATIENT SUPPORT TEAM AND MEDS MANAGEMENT LEAD
RESPONSIBLE TO: OPERATIONS MANAGER AND PARTNER GPS
HOURS: 16 HOURS, PERMANENT
Additional cover may on occasion be required.
Job summary:
The purpose of the role is to:
1. Offer advice, guidance, and assistance to patients, relatives, carers, or healthcare agencies wishing to use our services.
2. Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
3. Undertake a variety of administrative duties to assist in the smooth running of the practice.
4. Facilitate effective communication between patients, members of the primary healthcare team, secondary care, and other associated healthcare agencies.
5. Project a positive and friendly image of the Practice to patients and other visitors, either in person or via other communication methods used by the Practice.
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice reception 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 member's line management, dependent on current and evolving practice workload and staffing levels:
* Responding to patient concerns and providing a high-quality level of customer service.
* Maintaining and monitoring the practice appointments system.
* Processing requests for appointments, visits, and telephone consultations and ensuring callers are directed to the appropriate healthcare professional or that the correct slot type is booked into the correct clinic.
* Obtaining correct information from patients who wish to register at the practice and registering them correctly onto the clinical system.
* Maintaining the electronic links between the practice and the registering health authority as per protocol and guidance.
* Scanning patient letters and attaching those letters to patient records in the clinical system.
* Updating patient data sharing preferences on the clinical system in line with policy, protocol, and guidance.
* Processing and distributing incoming (and outgoing) mail.
* Taking messages and passing on information personally and electronically to members of the practice team ensuring that all appropriate information is gathered from the originator of the message.
* Accurately inputting blood test requests from GPs, nurses, or other related healthcare professionals onto the electronic requesting system via the clinical record.
* Filing and retrieving paperwork.
* Processing repeat prescriptions in accordance with practice guidelines.
* Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
* Initiating contact with and responding to requests from patients, other team members, and associated healthcare agencies and providers.
* Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, and scanning.
* Providing patient results to the patient or their appropriate representative.
* Opening up/locking up of practice premises and maintaining security in accordance with Practice protocols.
* Keeping the reception and waiting areas, notice-boards, and leaflet dispensers tidy and free from obstructions and clutter.
* Unpacking deliveries made to the practice of general supplies and ensuring cleared away promptly.
* To provide cover for other team members within the same cover rota as requested.
* Undertake any other tasks relevant to the post as requested and considered to be within the remit of the reception role.
Confidentiality:
* 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.
* 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 organization. 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 authorized 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 health and safety hazards and infection hazards immediately when recognized.
* Keeping own work areas and general/patient areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
* Undertaking periodic infection control training.
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 recognizes the importance of people's 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.
The post-holder will participate in any training program implemented by the practice as part of this employment, such training to include:
* Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* 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:
* 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 team's 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 and carers.
* Recognize people's needs for alternative 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 of the team how the policies, standards, and guidelines will affect own work.
* Participate in audit where appropriate.
Policy and Service Development Implementation:
* Comply with practice policies and procedures as defined within the staff handbook and SMG Intranet.
Responsibilities for Financial and Physical Resources:
* Undertake to manage the private fees process for patients, being aware of the procedure to undertake and administrating this procedure as requested.
* Liaising with IT support services relevant to the post and equipment used to instigate repair.
Responsibilities for Human Resources:
* Assist with training of new staff as required.
* Provide annual leave/sickness cover as necessary.
* Attend all mandatory training sessions and undertake any additional training required to fulfill the requirements of the role.
Freedom to Act:
* Follow standard operating procedures and guidelines.
* This job description contains the principal duties of the post and a range of other duties is implicit in these. The duties may be amended from time to time to reflect any changes in the needs of the service in discussion with the post holder.
Safeguarding Children and Vulnerable Adults:
* To ensure awareness and be alert to the signs and symptoms of abuse in children through regular participation in mandatory and refresher child protection training.
* To be familiar with all relevant Safeguarding Children & Young People policies and procedures and contact points, taking the appropriate action when there is knowledge or suspicion of a child who has been subject to abuse.
* To be familiar with all relevant Safeguarding Vulnerable Adults policies and procedures and contact points, taking the appropriate action when there is knowledge or suspicion of a child who has been subject to abuse.
We have two 16 hour permanent vacancies available.
The closing date for applications is Sunday 2nd February. For an informal discussion about the role please contact Lisa Hansell on 01723 375343 or email lisa.hansell2@nhs.net.
Please note that due to the high level of applications we expect to receive, if you have not heard from us one week from the closing date then your application will have been unsuccessful. Previous applicants need not apply.
Person Specification
Qualifications
* O/GCSE Level English or equivalent.
* Good working knowledge of Windows IT packages.
* Excellent keyboard skills.
* Customer Service Qualification.
* ECDL Qualification.
* Previous working knowledge of SystmOne clinical system.
Personal Qualities
* Excellent Communication and presentation skills.
* Excellent organisational skills.
* Conscientious and flexible approach.
* Ability to work on own or as part of a team.
* Understanding of the meaning of confidentiality and the requirement for this to be maintained.
* Ability to respond quickly to changing priorities, organising and prioritising own workload to meet deadlines without direct supervision.
* High standard of accuracy.
Experience
* At least 2 years administration.
* Experience in a similar role within the last 5 years.
Knowledge and Skills
* Knowledge of Microsoft Office applications.
* Comprehensive knowledge of spelling and grammar.
* Knowledge of the NHS.
* Comprehensive knowledge of medical terminology.
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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