Job Description

PREVIOUS APPLICANTS NEED NOT APPLY

Hours:

Tuesday 1.30pm-6.30pm

Wednesday 8.00am-2.00pm

Thursday 8.00am-1.00pm

Friday 1.30pm-6.30pm

Job Summary

This is fixed term contract to cover maternity leave.

The purpose of the role is to:

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

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.

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.

Undertake signposting of patients in the role of a Care Navigator to other health and social care services as appropriate.

Job Responsibilities The post holder will:

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice 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. Maintaining and monitoring the practice appointment system. Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring that callers are directed to the appropriate healthcare professional. Action repeat prescription requests in accordance with practice guidelines. Advise patients of relevant charges for private (non- General Medical Services) services, accept payment and issue receipts for same. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Patient notes and correspondence: Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to. Ensure that all new patients are registered onto the computer system promptly and accurately Process patients change of address - computer data and medical records (have knowledge of Practice area. Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers. Processing and distributing incoming and outgoing mail. Providing clerical assistance to practice staff and clinicians from time to time, including data processing, filing, photocopying, faxing and scanning. Taking messages and passing on information. To monitor visitors to the practice, ensuring that practice protocols are adhered to. Ensure the waiting room is kept clean and tidy and notice boards and leaflet dispensers are updated under the direction of the Team Leader or Practice Manager. Receiving all deliveries to the practice and ensuring that recipients are notified promptly following receipt and that where vaccines are received, action is taken to ensure maintenance of cold chain. Receiving payments from patients for non-NHS work carried out by the practice in accordance with practice protocol. Communicating test results to patients at the request of the clinician in accordance with practice protocol. Handling patient samples and sharps boxes in accordance with the practice protocol. To oversee clinical waste collections in accordance with the practice protocol. To view the shredding of confidential clinical waste material upon collection. Arrange transport for patients where required. Organise interpretation services for patients where required. Opening up/locking up of practice premises and maintaining security in accordance with practice protocols. Assisting in the induction of new staff to the practice. Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping kitchen areas clean and tidy in turn with other teams. To purchase milk and other sundries in accordance with the agreed practice rota using practice funds. To provide cover within the department or within the Clinical Support Services Department where directed. To undertake any other duties as requested by Team Leader or Management 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 , 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 Employee Health and 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 clean, assisting in the maintenance of general standards of cleanliness with the scope of the job holder's role
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-judgemental 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 the need for alternative methods of communication and respond accordingly
The above list of duties is not exhaustive and may be subject to change as deemed necessary.

This is a patient facing role and applicants must have proven customer service skills and recognise the importance of empathy and compassion when communicating with patients.

The role involves assisting the patient in accessing health care services at the practice, care navigation and signposting.

Main duties of the job

Good organisational skills and ability to multi-task is essential in this busy working environment.

Applicants must be flexible to cover annual leave and absence within the department.

The post-holder will assist the Patient Services Team Leader in implementing a full range of medical reception duties within the practice and will possess demonstrable experience of communication with patients and practice colleagues. The successful applicant will ideally have had some previous experience of customer service, preferably in the medical field of work.

Overview of your organisation

We are a team of 8 GPs, 5 nursing colleagues and supporting administrative staff, serving a population of 10,000 in the Halesowen area. Halesowen Medical Practice, also known as St. Margaret's Well Surgery, is also a training practice for specialist GP Registrars.

The clinical systems in use include EmisWeb, Footfall and Docman.

We operate from a purpose built primary care premises with staff parking.

We have a friendly team with a shared purpose of providing good quality care to our patients.

Data Protection Privacy Notice for Candidates applying for work

Introduction:

This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.

This privacy notice applies to personal information processed by or on behalf of the practice.

This Notice explains

Who we are, how we use your information and our Data Protection Officer

What kinds of personal information about you do we process?

What are the legal grounds for our processing of your personal information (including when we share it with others)?

What should you do if your personal information changes?

For how long your personal information is retained by us?

What are your rights under data protection laws?

The UK General Data Protection Regulation (UK GDPR) became law on 24th May 2016. This is a regulation on the protection of confidential and sensitive information. It entered into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998), being supplemented by the Data Protection Act 2018.

For the purpose of applicable data protection legislation (including but not limited to the UK General Data Protection Regulation (Regulation (UK) 2016/679) (the "UKGDPR"), and the Data Protection Act 2018 the practice responsible for your personal data is Halesowen Medical Practice.

This Notice describes how we collect, use and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights

This Privacy Policy applies to the personal data collected from Candidates applying for roles within the practice.

How we use your information and the law.

Halesowen Medical Practice will be what's known as the 'Controller' of the personal data you provide to us.

Upon commencement of employment with the company you will be asked to supply the following personal information:

Name, address, telephone numbers, email address, date of birth, national insurance number, bank details, emergency contact information and health information.

The information that we ask you to provide to the company is required by the business for the following reasons:

In order for us review your application

In order for us to contact you for interview details

Comply with appropriate Employment law

To ensure that we can provide any reasonable adjustments as necessary

We ask that you provide ID for copying to comply with our responsibilities as an employer under section 8 of the Asylum and Immigration Act 1996.

Throughout the application process we will collect data and add to your file i.e. interview scores etc

How do we lawfully use your data?

We need to know your personal, sensitive and confidential data in order to Employ you, under the General Data Protection Regulation we will be lawfully using your information in accordance with: -

Article 6, (b) Necessary for performance of/entering into contract with you

Article 9(2) (b) Necessary for controller to fulfil employment rights or obligations in employment.

This Privacy Notice applies to the personal data of our Candidates.

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with:

Data Protection Act 2018

The UK General Data Protection Regulation 2016

Human Rights Act 1998

Common Law Duty of Confidentiality

NHS Codes of Confidentiality, Information Security and Records Management

We will only ever use or pass on information about you if others who have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), where the law requires information to be passed on.

Our practice policy is to respect the privacy of our candidates and to maintain compliance with the UK General Data Protection Regulation (UK GDPR) and all UK specific Data Protection Requirements. Our policy is to ensure all personal data related to our candidates will be protected.

All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. The practice will, if required, sign a separate confidentiality agreement if the client deems it necessary. If a sub-contractor acts as a data processor for Halesowen Medical Practice an appropriate contract (art 24-28) will be established for the processing of your information.

In Certain circumstances you may have the right to withdraw your consent to the processing of data. Please contact the Data Protection Officer in writing if you wish to withdraw your consent. If some circumstances we may need to store your data after your consent has been withdrawn to comply with a legislative requirement.

Where do we store your information Electronically?

All the personal data we process is processed by our candidates in the UK however for the purposes of IT hosting and maintenance this information may be located on servers within the European Union.

No 3rd parties have access to your personal data unless the law allows them to do so and appropriate safeguards have been put in place. We have a Data Protection regime in place to oversee the effective and secure processing of your personal and or special category (sensitive, confidential) data.

Who are our partner organisations?

We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations;

NHS Commissioning Support Units Clinical Commissioning Groups NHS England (NHSE) and NHS Digital (NHSD) Local Authorities CQC Private Sector Providers providing employment services Other 'data processors' which you will be informed of
You will be informed who your data will be shared with and in some cases asked for consent for this happen when this is required.

We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to ensure information is kept confidential and secure. All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. If a sub-contractor acts as a data processor for [Practice Name] an appropriate contract (art 24-28) will be established for the processing of your information.

How long will we store your information?

We are required under UK tax law to keep your information and data for the full retention periods as specified by the UK Employment legislation as below

Business Function

Examples of documents

Retention Period

Training records

Current year plus 2 years

Candidate application forms/CVs and archiving documentation (of applicants who aren't successful)

6 months post-date of recruitment decision

DBS data

6 months post-date of check

Job Types: Part-time, Fixed term contract
Contract length: 12 months

Pay: 12.21 per hour

Expected hours: 21 per week

Benefits:

Company pension On-site parking Sick pay
Ability to commute/relocate:

Halesowen B63 4WD: reliably commute or plan to relocate before starting work (required)
Experience:

Medical Receptionist: 1 year (preferred)
Location:

Halesowen B63 4WD (required)
Work Location: In person