Job Description

JOB DESCRIPTION

TITLE:

PCN Receptionist

REPORTS TO:

PCN Clinical Directors, PCN Clinical Leads, PCN Manager

ACCOUNTABLE TO:

PCN Board Members

KEY RELATIONSHIPS

SALARY:

CONTRACT:

WORKING PATTERN:

PCN Leadership Team, PCN ARRS Team, Practice Managers, Practice Reception and administration teams, Patients, External service providers, suppliers, and other stakeholders, GP Partners, ICB

Clinical teams Management teams.

12.50 per Hour

Permanent- Full Time/Part Time

Weekdays, Evenings and Weekend.

LOCATION:

PCN wide:

Addington Road Surgery.

Forge Close Surgery.

Pickhurst Surgery.

Station Road Surgery.

Wickham Park Surgery.

SUMMARY OF POSITION:

The receptionist role will support the clinical directors and the Leadership team in coordinating all key activity including access to services, advice, and information, and ensuring health and care planning is timely, efficient, and patient-centered.

The receptionist role will provide support to the PCN in running day to day HUB, helping with PCN Projects, running searches, Call-Recall and other support required by PCN.

The Receptionist will work within their expertise as part of a multi-disciplinary team to provide expertise in developing robust IT systems and information management across several Practices to help implement efficient services, maximize income and produce quality reporting.

The role will include supporting digital initiatives and includes responsibilities for the co-ordination of the patient's journey through primary care with a particular emphasis on the digital journey.

This role is pivotal to improving the quality of care and operational efficiencies so requires motivation and passion to deliver an excellent service within general practice.

SPECIFIC RESPONSIBILITIES

Provide administrative support for Clinical Directors and Network Manager.

Liaise with ARRS staff with regards to PCN and practice indicators and targets.

Carry out administrative work to support patient clinics such as PCN HUB, covid vaccination clinics, and nurse clinics including setting up clinics, booking staff, arranging appointments, liaising with other staff and patients when necessary.

Monitor Practices performance against contract targets and support work towards achieving those targets and feed back to Clinical Directors and Manager.

Ensure the efficient running of PCN day to day HUB.

Provide support to PCN Clinical and Admin team with various projects adopted by PCN.

Communicate with practice team and facilitate any support required.

Crofting Emis searches and help support with call-recall.

Design efficient templates, protocols, alerts, and other IT tools to support safety, patient care, quality record-keeping, reporting and financial claims.

Carry out audits to identify improvements and maximise income, in particular in IIF (Investment and impact fund), enhanced services and claiming procedures.

Update IT systems to include templates and protocols in order to meet the requirements of any changes in service specifications, e.g. IIF changes.

Work across Practices to share good Practice, identify information and IT needs, and implement effective systems and training. The aim is for all Practices to be best of the collaborative group by sharing what is does well.

Establish good working relationships with people employed in Practices across the PCN to enable them to carry out their duties effectively. It is important that the skills of existing teams continue to be valued and their roles developed as agreed with the Practice.

Work with the GPs and other primary care professionals within the PCN to identify and manage a caseload of patients, and where required and as appropriate, refer people back to other health professionals within the PCN.

Raise awareness within the PCN of shared decision making and decision support tools.

Raise awareness of how to identify patients who may benefit from shared decision making and support PCN staff and patients to be more prepared to have shared decision-making conversations.

Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care. Use Ardens and other appropriate population health dashboards and tools to help deliver the population health management projects.

Gather data in relation to service improvement.

Give specific support to practices to help plan and deliver efficient vaccination campaigns such as Flu and Covid 19 using IT tools available to you.

Carry out any audit/searches on the clinical computer system and report activity data to the Clinical Directors and Network Manager.

Carry out administrative work for meetings including taking minutes and actioning action points as required.

Provide co-ordination and navigation for people and their carers across health and care services working closely with social prescribing link workers, health and wellbeing coaches and other primary care professionals.

Organise PCN publicity and events when required.

Participate in training, as appropriate.

Work within organisation policies, procedures, and guidelines.

Any other duties considered appropriate to the post.

Additional Information

This list is not to be regarded as exclusive or exhaustive as there may be other duties and requirements associated with the post which you may be called upon to perform from time to time.

Person Specification:

Qualifications:

Completed A level or GCSE equivalent.

Essential:

Proficient in MS Office and web-based services.

Fluent in English and excellent writing and verbal skill.

Desirable

Demonstrable commitment to professional and personal development and to be enrolled in, undertaking or qualified from appropriate training as set out in the core curriculum by the Personalised Care Institute.

Experience:

Essential

Experience of working within multi-professional team environments.

Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines.

High level of written and verbal communication skills.

Ability to work flexibly and enthusiastically within a team or on own initiative.

Ability to maintain effective working relationships and to promote collaborative practice with all colleagues.

Ability to demonstrate personal accountability, emotional resilience and work well under pressure.

Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders.

Ability to work from an asset-based approach, building on existing community and personal assets.

Knowledge of, and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety.

Ability to actively listen, empathise with people and provide personalised support in a non-judgemental way.

Commitment to reducing health inequalities and proactively working to reach people from diverse communities.

Desirable

Experience of data collection and using tools to measure the impact of services.

Emis Web experience.

Experience of working in health care settings.

Experience of working directly in a receptionist role, adult health and social care, learning support or public health / health improvement

Skills and Knowledge

Essential:

Strong organisational skills, including planning, prioritising, time management and record keeping.

Knowledge of how the NHS works, including primary care and PCNs.

Understanding of the wider determinants of health, including social, economic, and environmental factors and their impact on communities, individuals, their families and carers.

Understanding of, and commitment to, equality, diversity, and inclusion.

Knowledge of Safeguarding Children and Vulnerable Adults policies and processes.

Ability to recognise and work within limits of competence and seek advice when needed.

Confidentiality:

In the course of seeking treatment patients entrust us with and 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.

Information Governance

All staff have a personal responsibility to ensure that person identifiable, confidential or sensitive information is processed in line with the Data Protection Act (2018), General Data Protection Regulations (2016, effective from 25th May 2018), the Human Rights Act (2000) and other requirements such as the Caldicott principles.

All staff must be aware of the requirements to ensure there is no breach or unauthorised disclosure.

Health & Safety at Work

In accordance with the Management of Health and Safety at Work Regulations 1992 (as amended) and other relevant Health and Safety legislation, staff have a duty to take responsible care to avoid injury to themselves and to others by their work activities, and to co-operate with the organisation and others in meeting statutory and mandatory requirements.

Infection Prevention & Control

It is the responsibility of all staff to ensure high quality patient care is based upon principles of best practice in infection prevention and control. Staff must fully co-operate in achieving compliance with safe systems of work when undertaking activities that present a risk of the spread of infection.

Safeguarding of Children and Adults at Risk

Post holders have a general responsibility for safeguarding children and adults at risk in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. The expectation is that the post holder is familiar with the relevant procedures and guidelines relevant to their job role.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the PCN as part of this employment which may be outside normal working hours, to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

Work with your line manager to access regular 'clinical supervision', to enable you to deal effectively with the difficult issues that people present.

Academic Half Day Practice training if required.

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Appraisal

Staff have a responsibility to participate in regular appraisals with their manager / leadership team.

Meetings

Staff are expected to attend meetings, as required.

Annual Leave and Sickness Cover

The postholder is expected to cover shifts when other staff are sick or on Annual Leave. It is also expected from the postholder to be flexible and able to cover any additional shift whenever required.

Policies, Procedures & Guidelines

Staff must be aware of and adhere to all relevant Practice policies, procedures, and guidelines.

Whistleblowing - Raising Concerns

It is the responsibility of all staff to raise any concerns if they reasonably believe that one or more of the following is either happening, has taken place, or is likely to happen in the future relating to the Partnership's business:

A criminal offence

The breach of a legal obligation

A miscarriage of justice

A danger to the health and safety of any individual

Damage to the environment

Deliberate attempt to conceal any of the above.

Any other legitimate concerns

For all posts requiring professional registration

Staff required by law to maintain professional registration must ensure that registration does not lapse at any stage of employment with Hayes wick PCN.

Equality & Diversity

Hayes wick PCN is an Equal Opportunity Employer. Its policy is to treat everyone in the same way regardless of their race, religion, nationality, marital/parental status, disability, gender, gender reassignment, sexual orientation, or age. The PCN values the diversity of its work force as a strength and aims to provide a working environment in which people have the opportunity to contribute and develop according to their individual merits and aspirations.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name:

Hayes Wick PCN

Employment will be hosted by 1 of the 5 member practices within the PCN for payroll and HR purposes. We reserve the right to transfer employment to Hayes wick PCN Ltd at a future date. This will not change length of service or benefits accrued.

Address:

74 Station Road,
West Wickham,
Kent,
BR4 0PU

Employer's website

https://www.hayeswickpcn.co.uk/

About us

Hayes Wick PCN Information:

Hayes Wick PCN is a Primary care Network of all 5 Bromley practices working collaboratively to enhance the health and wellbeing of Bromley residents, covering over 40,000 patients, 100% of the Bromley population.

Our Vision:

'Our PCN is a financially viable, equitable organisation working to enhance patient access and quality of care in conjunction with maintaining a sustainable working environment for all staff.'

"This job description will be regularly reviewed with the post-holder".

Job Types: Full-time, Part-time, Permanent

Pay: 12.50-13.20 per hour

Benefits:

Free flu jabs
Schedule:

Monday to Friday Weekend availability
Education:

GCSE or equivalent (preferred)
Experience:

Medical Receptionist: 1 year (preferred)
Work Location: In person

Reference ID: Receptionist1