Boundary House Medical Centre
Practice Clinical Support job description & person specification
Job Title Clinical Support/Reception team
Accountable to Office Manager
Hours per week Full time (37.5hours) /Part Time, negotiable
Salary :£25,263 - £27,472 , pro rata for part time.
Agenda for Change equivalent Band 2/3 dependent on experience
Job Summary
We are looking to appoint a receptionists/clinical support administrator to join our busy GP practice who will be the first point of contact for patients, contractors, and visitors as well as carrying out general office tasks. Hours are between 7.30am - 6.30pm on a rota, which will include 2 x evenings until 6.30pm.
You will be responsible for the general administrative and reception duties within the
Practice and work with our established processes, policies and procedures to provide a comprehensive high quality service and deal efficiently and courteously with patient enquiries.
You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working our clinical and administration teams.
Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries via AskmyGP on-line platform, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
IT skills are essential, as you will be regularly creating searches, data input and monitoring our achievements and progress against national, local, and internal targets. You will also process prescription requests and provide a full administrative and secretarial service.
Primary Responsibilities
The duties and responsibilities to be undertaken by members of the practice clinical support / administration 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 senior receptionist/Office manager, dependent on current and evolving practice workload and staffing levels:
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols as and when required
Boundary House Medical Centre
- Process appointment requests for today/future appointments by AskmyGP, telephone and in person on practice appointments system
- Using your own judgement and communication skills, ensure that patients with now prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in accordance with practice procedure
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Taking messages and passing on information
- Filing and retrieving paperwork, electronically for notes held off site
- Handling completed repeat prescriptions to patients and checking names and addresses
- Processing repeat prescriptions in accordance with practice guidelines, once trained
- Be able to cover all reception position as necessary
- 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 member and associated healthcare agencies and providers
- Registration of new patients – computer data entry and medical records / amend change of address within the practice area
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Provision of refreshments for staff and visitors as required and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Generic Responsibilities (All Staff)
All staff at Boundary House have a duty to conform to the following:
Equality, Diversity & Inclusion (ED&I)
A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
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Boundary House Medical Centre
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act
1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Operations Manager.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external
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Boundary House Medical Centre training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at Boundary House must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At Boundary House staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role, which is to be cleaned and maintained by the staff member.
The person specification for this role is detailed below:
Person Specification – Practice Operations Manager
Qualifications Essential Desirable
GCSEs at grade C or equivalent (or 4-9), including English and ✓
Maths
Training in administration/clerical duties at NVQ level or above ✓
NVQ Level 2/3 in Customer Services or Health Care or related ✓ discipline
Experience Essential Desirable
Experience of working in a medical or primary care setting ✓
Experience of working in a GP Practice ✓
General office skills, photocopier, scanning, shredding ✓
Awareness of Data Protection Act and need for confidentiality ✓ of Information
Attention to detail, able to work accurately, identifying errors ✓ quickly and easily
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Boundary House Medical Centre
Has a planned and organised approach with an ability to ✓ prioritise their own workload to meet strict deadlines
Excellent understanding of data protection and confidentiality issues
Excellent verbal and written communication skills with team ✓ members, patients, carers, and other healthcare professionals, with the ability to adjust communication style
Committed to own continuing personal development and an ✓ ability to support others to develop and progress
Skills & Knowledge Essential Desirable
Excellent communication skills (written, oral) ✓
Strong IT/Computer skills (generic) ✓
Familiar with EMIS Web clinical system ✓
Organisational skills ✓
Effective time management ✓
Confident around other Health professionals ✓
Personal Qualities Essential Desirable
Polite and confident ✓
Ability to listen, empathise with people and provide person ✓ centred support in a non-judgemental way
Able to get along with people from all backgrounds and ✓ communities, respecting lifestyles and diversity
Adaptable to change ✓
Works effectively independently and as a member of a team ✓
Flexible approach to meet service needs and ensure a ✓ stakeholder focused response
Self-motivated and proactive ✓
Continued commitment to improve skills and ability in new ✓ areas of work
Demonstrate excellent interpersonal and communication skills ✓
Full UK Driving license and own transport ✓
Other requirements Essential Desirable
Flexibility to work outside of core office hours ✓
Commit to Disclosure Barring Service (DBS) check ✓
This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.
Job Types: Full-time, Permanent
Pay: Up to £27,472.00 per year
Ability to commute/relocate:
- Sale M33 2RH: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Working in Primary Care setting: 1 year (preferred)
- Working in GP practice: 1 year (preferred)
- Excellent communication skills: 1 year (required)
- Administrative Assistants & Receptionists: 1 year (required)
Language:
- Fluent English (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
