We are looking for candidates with good customer service skills, who preferably have experience of working within a Primary Care setting, but more importantly a willingness to learn. The successful applicants will be the first point of contact for patients, and key in providing a friendly and comprehensive service. They must be flexible, be able to use their own initiative and be able to work under pressure.
The surgery is known for its pro-active approach within Primary Care and the Primary Care Network, and have a patient population of 16,800 patients.
Purpose of the role
The primary purpose of this role will be to receive, assist and signpost patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
You will 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.
You will undertake a variety of administrative duties to assist in the smooth running of the practice, to support clinical staff and other members of the Practice team.
Key responsibilities
The primary purpose of this role will be to receive, assist and signpost patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
You will 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.
You will undertake a variety of administrative duties to assist in the smooth running of the practice, to support clinical staff and other members of the Practice team.
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
- Undertaking periodic infection control training
- Reporting potential risks identified
- Demonstrate due regard for safeguarding and promoting the welfare of children and adults
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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights
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
Professional development
The post-holder will participate in any training programme implemented by the practice as part of this employment, 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
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
Personal Qualities & Attributes
Ability to actively listen, deal tactfully and empathetically with distressed patients or carers
Able to provide a culturally sensitive service, by supporting people from all backgrounds and communities, respecting lifestyles and diversity
Ability to cope with occasional exposure to aggressive behaviour
Ability to communicate effectively, both verbally and in writing, with patients, their families and carers
Have a strong awareness and understanding of when it is appropriate or necessary to escalate issues to line manager
Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
Ability to work flexibly and enthusiastically within a team or on own initiative
Knowledge of, and ability to work to, policies and procedures, including confidentiality, safeguarding, information governance, and health and safety
Qualifications & Training
Educated to GCSE level or equivalent
Experience, Skills & Knowledge
Experience of working with the general public and proven customer service skills
Knowledge of IT systems, including ability to use word processing skills, email and the internet
Other
Meets DBS reference standards and criminal record checks
Willingness to work flexible hours when required to meet work demands
Job Types: Part-time, Permanent
Salary: From £12.21 per hour
Job Type: Permanent
Pay: From £12.71 per hour
Benefits:
Work Location: In person
