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. A good telephone manner is essential, preferably with previous experience in a surgery or NHS environment being advantageous. Duties mainly include answering the telephone, reception desk, booking appointments, patient follow-up for test results, and processing incoming correspondence. The position is full-time and can be worked over 4 days; our hours are 8am - 6.30pm Monday - Friday. We would consider part-time as a job share.
Main duties of the job
Customer service skills along with good IT knowledge are 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 the site. The role also requires patient-facing reception duties, with answering telephone calls and reception duties 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 GPs, 2 Pharmacists, 4 ANPs, 5 Practice Nurses, 2 HCAs, and 2 Phlebotomists, all supported by a large administration team. The post requires working between sites; hours/days to be agreed.
Job responsibilities
Job Summary:
To provide administrative support and services to all members of the practice team.
Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
Provide 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.
Management of appointment system:
* Ensure total familiarity with appointment systems including regular and incidental variations.
* Book appointments and recalls, ensuring sufficient information is recorded.
* Monitor flow of patients into the waiting room.
* Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
* Deal with all general enquiries, explain procedures, and make new and follow-up appointments.
* 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.
* Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
* Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
* Enter requests for home visits onto the triage screen, ensuring to carefully record all relevant details and refer to the duty doctor where necessary.
* Advise patients of relevant charges for private (non-General Medical Services) services, accept payment, and issue receipts for the same.
* Enter patient information onto the computer as required.
Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager.
Administrative support:
Provide administrative support to members of the primary health care team in the following areas, ensuring appropriate practice records are kept up to date and actions requested within the following system are dealt with in a timely manner.
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 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 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 holder's role.
* Demonstrating 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 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 programme 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 recognise the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognise 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.
Person Specification
Qualifications
* GCSE level A-C achieved or equivalent.
* Good standard of qualifications required.
Experience
* Experience of working in customer services essential.
* NHS/general practice is desirable.
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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