Job Description

Woodbridge Hill Surgery

Located in the heart of Guildford, Woodbridge Hill Surgery is a well-established practice serving a diverse patient population of 16,400. We are a proud training practice also involved in research, dedicated to supporting the next generation of healthcare professionals. With a focus on delivering comprehensive and compassionate care, we are proud of our collaborative and inclusive approach to healthcare. We offer a supportive and friendly working environment within a Team made up of a varied range of clinical and non-clinical roles.

Job Summary

This is a pivotal role in ensuring the smooth and efficient running of front-line services within the practice. As the first point of contact for patients, visitors, and external stakeholders, this role is essential in delivering a high standard of customer service and supporting patients in accessing appropriate healthcare services.
The role involves receiving, assisting, and directing patients in a courteous, professional, and empathetic manner, whether in person, by telephone, or through our digital platforms. The post holder will be expected to assess the nature of patient enquiries and signpost them to the most appropriate clinician, service, or resource. This includes working closely with clinical and administrative teams to ensure patients are seen by the right person at the right time, in line with practice protocols and patient care pathways.
In addition to patient-facing duties, the post holder will provide general administrative support to the practice team. This may include managing appointments, coding and maintaining up-to-date patient records, supporting repeat prescription processes, and assisting with incoming queries and correspondence. A positive and helpful attitude, along with the ability to remain calm and focused in a busy environment, is essential.
This is a key role in maintaining the practice's commitment to providing a friendly, inclusive, and efficient service. The role will require some who is approachable, adaptable, and committed to upholding the values of patient-centred care, confidentiality, and professionalism at all times.

Duties

o Ensuring patient queries are dealt with efficiently and effectively whether by online, phone or in person When covering the patients' queries ensuring calls are answered promptly and in line with practice protocols Ensuring all requests for appointments both routine and emergency are signposted correctly - using practice training material & the triage system To process and promote use of online services such as AccuRx, NHS App or Patient Access To process repeat prescription requests To process out of hours and other reports received directly into the clinical system To advise patients re lab results as directed Covering the reception desk as required To action registrations received either electronically or in person To ensure all relevant clinical data is added correctly onto the patient's medical record To ensure contact details for patients are kept up to date and processing any updated information To promote relevant clinics/services to patients Contacting patients pro-actively and as requested to invite them in for review/clinics To have a thorough knowledge of all practice procedures To work in accordance with protocols
Other Tasks

Ensure building security - have thorough knowledge of doors/windows/alarm Any other tasks allocated by managers

Training

Business Admin L3 Apprenticeship with Clinical coding with PMA Ltd

In House training: -

Any necessary IT System training and mandatory NHS training, including:
Information Governance
Fire Safety
Hand Hygiene
Waste Management
Autism Awareness Tier 1
Supporting People with a Learning Disability Tier 1
Infection Prevention and Control - Tier 1
GDPR
Legionnaires' Disease
Anaphylaxis
Mental Capacity Act
Dementia Awareness
Display Screen Equipment
Preventing Radicalisation
Whistleblowing
Bullying and Harassment
Principles of Health and Safety
Conflict Resolution
Moving and Handling (Non Clinical)
Equality and Diversity
Safeguarding Adults (Level 2)

Job Type: Apprenticeship

Pay: 14,722.50 per year

Schedule:

Monday to Friday
Application question(s):

What interests you about this post? Why have you applied for this post? What skills do you think are important to this post? What are your strengths and weaknesses? What do you know about GP Practices and how they work?
Work Location: In person

Reference ID: WHS0625JM