We are looking for a friendly, confident individual to join our forward-thinking team here at Glenroyd Medical. The job role includes working on our busy Reception, as well as being responsible for the booking of appointments, following extensive training, on our busy phone lines and the use of our new booking system, Patchs.
The job role is very patient focused and we expect a high level of care and pride to be shown in our chosen candidates work ethic.
We are looking for a full time role (37.5hrs), working Monday-Friday on a shift pattern between 7:45am-7pm. Salary is dependent on experience, but will be in line with Band 2 agenda for change.
Main duties of the job
The right candidate will have excellent communication skills and be able to show empathy and consideration, whilst maintaining a professional and courteous manner.
We are looking for a positive individual who is able to use their own initiative and is able to assist both the team and our patients, via phone or in person, in an efficient, confident manner.
Job responsibilities
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.
Administration
* To have a thorough knowledge of all practice procedures
* To work in accordance of written protocols
* Pulling/filing notes when required and updating as necessary
* Deal with requests for patient notes from the Health Authority
* Ensure adequate stationery is on the reception desk
* Use of Microsoft Outlook to retrieve/send emails
* Display practice leaflets in the designated holders and on the reception desk
* Attach the out of hours case sheets using Docman and highlight any action to be taken
* Scan and attach documents onto the EMIS clinical system via Docman
* Process Docman workflow in a timely manner
* Action tasks sent through Emis Web in a timely manner
Reception
* 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
* Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
* Handing completed repeat prescriptions to patients and checking names and addresses
* Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
* Action requests for fit notes
* When covering reception to monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
* Deal with practice tasks and book appointments accordingly
Appointments
* Ensure total familiarity with all appointment systems including regular and incidental variations
* Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
* Monitor effectiveness of the system and report any problems or variations to the Management Team
* Deal with home visits requests and check the home visit screen to provide summary printouts for the clinician
* Deal with late call requests
Computer
* Registrations of new patients computer data entry and medical records
* Process patients changes of address computer data and medical records (have knowledge of practice boundary)
* Process repeat prescription requests in accordance with practice guidelines
Telephone
* Ensure prompt logging on to the telephone system
* Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
* Cover for colleagues when necessary
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.
Safeguarding
Our organisation is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and post holders to share this commitment.
Health & safety
* 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 of 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 holders role
Equality and diversity
* 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
* 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.
Quality
* 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 teams performance
* Work effectively with individuals in other agencies to meet patients needs
* Effectively manage own time, workload and resources
Communication
* Communicate effectively with other team members
* Communicate effectively with patients and carers
* Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services
* 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
Experience
* Previous experience of working within a GP practice Experience of dealing with members of the public Previous Customer services experience
* Previous experience of being able to work without direct supervision
Qualifications
* 5 GCSEs grade C/4 or above, including Maths and English Numerate and IT literate including use of Word and Excel, at least at basic level
Knowledge and Skills
* Proficient telephone skills Above average communicator, both written and verbal
* Knowledge of medical terminology, basic/intermediate Familiar with Docman/EMIS Web software Proficient keyboard/typing skills
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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