Job Description

Job summary:

Part time, 20.5 hours

Monday 12.30 til 6.30pm

Thursday 8.30 til 5pm

Friday 12.30 til 6.30pm

Applicants MUST be able to do these start and finish times.

Please note, some flexibility and cover for absent staff will be required.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance and support to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job responsibilities:

To have a thorough knowledge of all practice procedures To work in accordance with written protocols Ensure an effective and efficient service is provided to patients and any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Process requests for home visits, ensuring that all relevant details are carefully recorded and referring to duty doctor where necessary. Ensure repeat medication is issued in line with the protocols that are already in place and ensure that any queries raised are dealt with quickly and correctly. Liaise with patients and pharmacies regarding queries and requests. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Enter patient information on to the computer as required. Make and serve refreshments for staff and visitors, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff. Premises:
o Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

o When last to leave at the end of the day, ensure that the building is secure, internal lights are off and the alarm activated.

Make arrangements for interpreters for relevant patients, including telephone and face to face bookings Filing documents in medical records Faxing/photocopying/emailing as requested, ensuring that all protocols are followed Deal with outgoing mail if required Arranging transport for patients when appropriate Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager.

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 of 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 (minimum annually) Reporting potential risks identified Demonstrate due regard for safeguarding and promoting the welfare of children.

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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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 team's performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources

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
Job title - Patient Support Team Member (Medical Receptionist)

Academic

Essential

Five A*to C (level 4 to 9) GCSE's or equivalent which must include Maths and English

Desirable

A levels or equivalent in any subject

Experience

Primary Care Experience preferred

Experience of working with members of the public

Experience of working in a busy environment

Experience of working in an NHS, public service or customer care environment

Qualities/Attributes

Excellent communication and interpersonal skills, both written and verbal

Ability to work on own initiative and in a team

Willingness to develop new skills and undertake training

Approachable, flexible and caring attitude

Ability to work accurately and effectively as directed

Advanced IT skills with knowledge/working experience of Microsoft Office as a minimum

An understanding, acceptance and adherence to the need for strict confidentiality

Ability to use own judgement, resourcefulness and common sense

Ability to work without direct supervision and determine own workload priorities

Job Types: Part-time, Permanent

Pay: 12.21-12.42 per hour

Benefits:

Company events Company pension Cycle to work scheme Sick pay
Education:

GCSE or equivalent (preferred)
Work Location: In person