Main Purpose of the Post:
It is the duty of each team member to assist in the smooth running of the Practice in general. It is also the responsibility of each employee to make sure that whoever comes into contact with the practice, either in person, via the telephone or electronically receives the highest standard of respect, courtesy, fairness and professionalism.
The purpose of the role is to:
· Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person, via the telephone or electronically
· Signpost, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
· 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
· To perform all duties in a professional manner and adhere to all Atrium Health Centre protocols, policies and guidelines at all times.
Basic Duties & Responsibilities of the Post:
The basic duties and responsibilities to be undertaken by members of the Patient Services Administration team will consist of those as described below.
Duties may be varied from time to time under the direction of the Patient Services Lead, the Patient Services Manager, or any member of the Executive team dependent on current and evolving Practice workload and staffing levels. Assistance will be requested to cover periods of sickness and holidays.
Reception Duties;
· Ensure that all patients and visitors at reception and telephone callers to the practice are greeted professionally and politely.
· Make Appointments requested from patients at the reception desk and over the phone.
· Answer the telephone promptly, deal with incoming queries, divert them as appropriate and\or take and pass on messages via email\task or in person, ensuring the message gets to the recipient promptly.
· Ensure all appointment times are used efficiently and details added into SystmOne. Report any problems or changes needed to the PSA Lead or Patient Services Manager.
· Monitor flow of patients into waiting room and treatment rooms after booking in. Inform patients of irregular waiting times when appropriate.
· Promote eConsult, Online services and electronic Prescription requests to patients and assist with registration\paperwork as necessary
· Liaise with secondary care providers as necessary.
· Support and assist the Doctors during surgery times as required.
· Arrange interpreters and patient transport as necessary.
· Update and verify all patient detail changes received on SystmOne and in line with Practice protocols
· Enter details of requests for home visits into SystmOne completing all relevant information.
· Give test results where appropriate in line with practice protocol
· Advise patients of relevant charges for private services and prescriptions, accept payment and code in patients notes as per practice protocol.
· Ensure reception and waiting area are kept neat and tidy. Noticeboards and leaflet dispensers are tidy and free from obstructions and clutter
· Open up\close Practice premises and maintain security in accordance with Practice protocols
· Have a basic working knowledge of all Equipment\Keys and hardware in the surgery
· Assist the Practice in meeting its Quality Outcome Framework targets
· Attend regular meetings with the PSA Lead and Patient Services Manager and\or whole team.
· Report IT faults to Healthcare Computing recording via Faults Log on S-drive.
· Report Building Faults to Operations Manager or Data & Operations Lead in her absence. Record on Faults Log on S-drive and report via Core system
Admin Duties
· Scan all patient information received into SystmOne as per protocols.
· Dispose of documents as appropriate being mindful of confidentiality at all times. Ensure all patient information not required is shredded.
· Action tasks as requested by clinical staff via SystmOne and email.
· Process and distribute incoming (and outgoing) mail
· Ensure any paper printing of forms are up to date obtained from policies and protocols in the S-drive and any previous versions of forms are destroyed.
Confidentiality:
· As per both Government legislation and Practice policies ensure that all confidentiality, data protection and information governance policies and guidelines are followed and strictly adhered to. Reporting any infringements to the Business Partner immediately.
· Ensure security of patient and practice data at all times and in line with Information Governance and GDPR guidelines.
Health & Safety:
· Assist in promoting and maintaining own and others’ health, safety and security as defined in the Practice Health & Safety Policy and related Risk Assessments.
· Participate in fire drills
Equality and Diversity:
· Support the equality, diversity and rights of patients, carers and colleagues in line with Practice Policies.
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.
· Actively take part in mandatory and internal\external training as requested.
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, and lunch times within the team
Communication:
The post-holder will 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, being aware of all other services that are offered within the practice and signposting appropriately
· 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 and Assist the Executive team to ensure that Surgery Protocols are kept up-to-date and accurate.
· Participate in audits where appropriate
Any other delegated duties considered appropriate to the post.
This job description is not intended to be exhaustive, but to indicate the main areas of responsibility. After probation duties and responsibilities may also include some\all of the following roles depending on the demands of the business and ongoing staff development;
· Additional Reception Duties
· Additional Administrative Duties
· Prescription Duties
· Dispensary Stock Management
The job description may be changed after consultation with the post holder. The employee shares with the employer, the responsibility for review and modification of duties. Suggestions and discussions are welcome.
Policies and Procedures; the duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Practice, which may be amended from time to time. You are required to be flexible and the practice reserves the right to alter such fixed hours and location of work as may be considered necessary to ensure the practice runs smoothly.
Person Specification:
Essential;
Desirable;
Skills
· Excellent Communication Skills
· Good People Skills
· Excellent Telephone Manner
· Good Numeracy skills
· Problem solving
Qualifications
· NVQ 2 or 3; Dispensing & Pharmacy Assistant Programme (or equivalent)
Knowledge
· Computer literate with a good working knowledge of Microsoft Office
· Medical terminology
· Ability to apply knowledge to workload\demonstrate analytical skills
Experience
· Previous Reception\Administrative experience
· Previous Customer service Experience
· SystmOne clinical system experience
· Previous NHS experience
· Previous dispensary Experience
· Stock Control experience
Personality
· Reliable
· Adaptable
· Be confident in dealing with difficult situations
· Sense of Humour
Other
· Neat and Tidy Appearance
· Good general level of education
· Good level of spoken English
· Ability to handle sensitive\confidential information
· Ability to self-motivate\use own initiative
· Ability to organise and prioritise workload\ meet deadlines and work under pressure
· Ability to use own judgment\common sense.
· Ability to work independently & part of a team
· Flexible approach and willingness to adjust to the needs of the practice
· Some local knowledge
· Driving Licence
Job Type: Part-time
Pay: From £12.71 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
