Job summary
Meddygfa Cwm Rhymni Practice is looking for additional receptionist/administrators to join the current friendly administrative team. Candidates must be computer literate, knowledge of the EMIS clinical system would be beneficial but full training can be provided. Good telephone manner however is essential preferably with previousexperience in a surgery or NHS environment would be advantageous. Duties mainly include answering the telephone, reception desk, booking appointments, patient follow up for test results, processing of incoming correspondence. The position is full time and can be worked over 4 days, our hours are 8am - Monday - Friday, we would consider part-time as job share.
Main duties of the job
Customer service skills along with good IT knowledge is essential. The practice has a high volume of calls shared between our sites at Rhymney & New Tredegar by our friendly team of reception staff. Both sites share the same telephone/IT system enabling calls/queries to be dealt with regardless of site. The role also requires patient facing reception duties, answering telephone calls/reception duties are rotated between staff.
About us
The practice has 18'000 patients and operates between Rhymney and New Tredegar. There are 7 GP partners, 3 Salaried GP's, 2 Pharmacist, 4 ANP's, 5 Practice Nurses, 2 HCA's, 2 Phlebotomists all supported by the large administration team. The post requires working between sites hours/days to be agreed
Job description
Job responsibilities
Job Summary:
To provide administrative support and services to all members of the practiceteam.
Jobresponsibilities:
Receive, assist and direct patients in accessingthe appropriate service or healthcare professional in a courteous, efficientand effective way.
Provide general assistance to the practiceteam and project a positive and friendly image to patients and other visitors,either in person or via the telephone
Management of appointment system
1. Ensure total familiarity with appointment systems including regular and incidental variations
2. Book appointments and recalls ensuring sufficient information is recorded
3. Monitor flow of patients into the waiting room
4. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
5. Deal with all general enquiries, explain procedures and make new and follow-up appointments.
6. Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
7. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
8. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
9. Enter requests for home visits onto the triage screen, ensuring to carefully record all relevant details and referring to duty doctor where necessary.
10. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
11. Enter patient information on to the computer as required.
Undertake any other additional duties appropriateto the post as requested by the partners or the practice manager.
Administrativesupport
Provide administrative support to members of theprimary health care team in the following areas ensuring appropriate practicerecords are kept up to date and actions requested within the following systemare dealt with in a timely manner.
o MailManager
o Daybook
o Docman
Confidentiality:
12. 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
13. 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
14. 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-holderwill assist in promoting and maintaining their own and others health, safety andsecurity as defined in the practice health & safety policy, the practicehealth & safety manual, and the practice infection control policy andpublished procedures. This will include:
15. Using personal security systems within the workplace according to practice guidelines
16. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
17. Making effective use of training to update knowledge and skills
18. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
19. Actively reporting of health and safety hazards and infection hazards immediately when recognised
20. 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
21. Reporting potential risks identified
22. Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality anddiversity:
The post-holder will support the equality,diversity and rights of patients, carers and colleagues, to include:
23. 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
24. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
25. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professionaldevelopment:
The post-holder will participate in any trainingprogramme implemented by the practice as part of this employment, such trainingto include:
26. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
27. 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 qualitywithin the practice, and will:
28. Alert other team members to issues of quality and risk
29. Assess own performance and take accountability for own actions, either directly or under supervision
30. 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
31. Work effectively with individuals in other agencies to meet patients needs
32. Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effectivecommunication within the team and will strive to:
33. Communicate effectively with other team members
34. Communicate effectively with patients and carers
35. Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution tothe implementation of services:
The post-holder will:
36. Apply practice policies, standards and guidance
37. Discuss with other members of the team how the policies, standards and guidelines will affect own work
38. Participate in audit where appropriate
Person Specification
Qualifications
Essential
39. GCSE level A-C achieved or equivalent
Desirable
40. Good standard of qualifications required
Experience
Essential
41. Experience of working in customer services essential
Desirable
42. NHS/general practice is desirable