Job description

Job responsibilities

JOB DESCRIPTION

REPORTS TO: RECEPTION MANAGER/PRACTICE MANAGER

HOURS: AS PER CONTRACT

Job Summary:

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

Undertake a variety of administrative duties to assist in the smooth running of the practice

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Undertake signposting of patients in the role of a care navigator to other health and social care services as appropriate.

Job Responsibilities:

Assisting Patients

Dealing with patient queries and knowing which practice team members to communicate with to deal with those queries.

Explaining policies and procedures to new patients and those seeking temporary cover.

Receive and make telephone calls with a good and efficient telephone skills and knowledge of telephone system.

Advise patients of relevant charges for private (non-general-medical-services) accept payments and issue receipts.

Organise interpretation services where required.

Care Navigating patients to the appropriate health or social care provider.

Booking routine appointments

Booking administration queries

Monitoring appointments and keeping patients updated if clinics run later appointments change.

Accepting samples and sharps boxes ensuring practice policy is adhered to.

Arranging transport for patients who require assistance.

Communicating the comments on test results to patients at GP request

Pulling historic paper notes if required and filing ensuring alphabetical order.

Distributing incoming and outgoing mail

Checking fridge and updating information on to Docman, keeping management informed of any breaks in cold chain policy.

Process both repeat and acute repeat prescriptions as per practice policy.

Maintain secure storage and distribution of paper scripts to patients

Maintain the security, recording and distribution of paper prescriptions within the practice as per practice policy.

Registration of new patients where required (Cover for administration staff)

Monitor practice emails and distribute appropriately

Taking messages and effectively passing on information

Clear rooms after surgeries abd tidy waiting areas

Ensure posters and leaflets are themed and up to date.

Oversee clinical waste collections in accordance with practice policy

Oversee the collection of confidential paperwork for shredding

Assisting in the induction if new staff to the practice

Monitor visitors to the practice ensuring practice protocols are adhered to.

Receiving deliveries to the practice ensuring they are distributed as per practice policy.

Ensure building security have thorough knowledge of doors/windows/alarm.

Make refreshments for doctors and visitors

Loading and unloading of dishwasher and keeping kitchen area clean and tidy

Purchase of sundries required in kitchen using practice funds.

Be able to cover all reception position as necessary

Any other tasks allocated by nurses, doctors or managers

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, to 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

Reporting potential risks identified

All reception staff will undertake fire warden 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 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Be aware of the requirement for reasonable adjustments for patients and staff

Personal/Professional Development:

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 teams 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 peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

Maintain a working knowledge of the employee handbook and apply policies and procedures and guidance.

Leave work station area tidy.

Be conversant with the CQC outcomes and ensure that they are complied with.

Strive for harmonious and effective relationships with both team members, other professionals and patients

To keep up to date with allocated training modules and undertake professional development as necessary to keep up to date with current requirements

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

Infection Prevention and Control:

In accordance with the Health and Social Care Act 2008, the post holder will actively participate in the prevention and control of infection within the capacity of their role.

The above list of duties is not exhaustive and may be subject to change as deemed necessary and will be appraised annually.

Job responsibilities

JOB DESCRIPTION

REPORTS TO: RECEPTION MANAGER/PRACTICE MANAGER

HOURS: AS PER CONTRACT

Job Summary:

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

Undertake a variety of administrative duties to assist in the smooth running of the practice

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Undertake signposting of patients in the role of a care navigator to other health and social care services as appropriate.

Job Responsibilities:

Assisting Patients

Dealing with patient queries and knowing which practice team members to communicate with to deal with those queries.

Explaining policies and procedures to new patients and those seeking temporary cover.

Receive and make telephone calls with a good and efficient telephone skills and knowledge of telephone system.

Advise patients of relevant charges for private (non-general-medical-services) accept payments and issue receipts.

Organise interpretation services where required.

Care Navigating patients to the appropriate health or social care provider.

Booking routine appointments

Booking administration queries

Monitoring appointments and keeping patients updated if clinics run later appointments change.

Accepting samples and sharps boxes ensuring practice policy is adhered to.

Arranging transport for patients who require assistance.

Communicating the comments on test results to patients at GP request

Pulling historic paper notes if required and filing ensuring alphabetical order.

Distributing incoming and outgoing mail

Checking fridge and updating information on to Docman, keeping management informed of any breaks in cold chain policy.

Process both repeat and acute repeat prescriptions as per practice policy.

Maintain secure storage and distribution of paper scripts to patients

Maintain the security, recording and distribution of paper prescriptions within the practice as per practice policy.

Registration of new patients where required (Cover for administration staff)

Monitor practice emails and distribute appropriately

Taking messages and effectively passing on information

Clear rooms after surgeries abd tidy waiting areas

Ensure posters and leaflets are themed and up to date.

Oversee clinical waste collections in accordance with practice policy

Oversee the collection of confidential paperwork for shredding

Assisting in the induction if new staff to the practice

Monitor visitors to the practice ensuring practice protocols are adhered to.

Receiving deliveries to the practice ensuring they are distributed as per practice policy.

Ensure building security have thorough knowledge of doors/windows/alarm.

Make refreshments for doctors and visitors

Loading and unloading of dishwasher and keeping kitchen area clean and tidy

Purchase of sundries required in kitchen using practice funds.

Be able to cover all reception position as necessary

Any other tasks allocated by nurses, doctors or managers

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, to 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

Reporting potential risks identified

All reception staff will undertake fire warden 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 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Be aware of the requirement for reasonable adjustments for patients and staff

Personal/Professional Development:

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 teams 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 peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

Maintain a working knowledge of the employee handbook and apply policies and procedures and guidance.

Leave work station area tidy.

Be conversant with the CQC outcomes and ensure that they are complied with.

Strive for harmonious and effective relationships with both team members, other professionals and patients

To keep up to date with allocated training modules and undertake professional development as necessary to keep up to date with current requirements

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

Infection Prevention and Control:

In accordance with the Health and Social Care Act 2008, the post holder will actively participate in the prevention and control of infection within the capacity of their role.

The above list of duties is not exhaustive and may be subject to change as deemed necessary and will be appraised annually.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• Customer care Experience
• PC Skills
• Reliability
• Flexibility
• Punctuality

Desirable

• NVQ Customer Care or equivalent
• Previous GP reception experience
• NHS Knowledge

Qualifications

Essential

• GCSE grade A to C in English and Maths
• Customer care Experience
• PC Skills
• Reliability
• Flexibility
• Punctuality

Desirable

• NVQ Customer Care or equivalent
• Previous GP reception experience
• NHS Knowledge

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.

Employer details

Employer name

Lapal Medical Practice

Address

95 Goodrest Avenue

Halesowen

West Midlands

B62 0HP

Employer's website

https://www.lapalmedicalpractice.co.uk/ (Opens in a new tab)