Job Description

We are currently looking for people with an interest in working and developing a career in General Practice administration.

You will be actively involved in helping patients get to the right clinician in an appropriate way, handling patient requests and dealing with queries to and from clinicians.

Previous experience in a General Practice setting would be an advantage, but full training will be given.

Our ideal candidate enjoys working in a small team and having face to face contact with patients to help signpost them to the correct clinician or to the service best placed to help them. You are confident, empathetic, calm and diplomatic with a great sense of humour. A degree of flexibility is needed to help cover your colleagues for unexpected absences or planned annual leave.

VINE SURGERY PARTNERSHIP - JOB DESCRIPTION

N.B. This job description is for information & guidance purposes only and does not form any part of the Contract of Employment or published Terms and

Conditions of Service.

1. General Description

Patient Assistant

Full/Part-time Permanent Full or Part Time

Salary Starting salary 12.21 per hour

Hours To be advised at Interview

Accountable: Managing Partner

Reports to Operations Manager

Staff Managed People working within the Patient Assistant team

Finances managed N/A

Liaises with (Patients, doctors, staff, other support staff, nursing staff (both exhaustive list) surgery and attached), community nursing teams, mental health groups, funeral directors, counsellors, pharmacy, social services, commissioning groups, secondary care (acute and community hospitals), care homes, complex care hub and social prescribers

2. Job Purpose, Aims & Profile

The Patient Assistant post is a multi-skilled position providing a high level of service to patients, internal and external clients and institutions. The post-holder:

works in

Reception

- Working with the RapidHealth Triage System; dealing with enquiries; advising on doctors' and nurses' availability; recording and passing messages on accurately and efficiently; carrying out a range of related reception duties as appropriate.

3. Working Hours & Work Schedule

Surgery working week: 08.00 - 6.45pm Monday to Friday, 08.00 - 08.00 pm on selected dates. Shared rota with 4 other local practices.
Working hours; normal working schedule between 08.00 and 06.45pm or 08.00 pm
Monday to Friday as required.
Occasional Saturdays throughout the year on a rota basis.

Monday; Tuesday; Wednesday; Thursday; Friday: daily schedules to be determined.
The post-holder will be required to cover for colleagues who are absent on annual leave or sickness.

4. Duties and Responsibilities

4.1 Reception

Open up surgery, switch on PCs and set up systems reading for the working day

Receive and log-in patients and visitors when they enter the surgery;

Manage & process all patient queries using the RapidHealth triage system and EMIS Web computer system;

Deal with all patient enquiries relating to appointments, surgeries and clinics;

Covering for sickness and annual leave for colleagues
Advise patients on availability of particular doctors/nurses;

Help with patient queries regarding prescriptions;

Via RapidHealth, record requests for doctor visits / and Patient Summaries for visits

Handle emergency requests for nominated doctor;

Relaying messages for doctors and administrative staff;

Update; maintain; file & retrieve patient records as appropriate;

Contact patients (when requested) to pass on doctor's instructions and requests;

Keep waiting room tidy after sessions/clinics keep prescription rack clear of old prescriptions and letters.

Organise notice boards

Close surgery, ensure building security - particularly doors/windows and set alarm after closing;

Ensure order, safety and comfort of patients; report and/or deal with disturbances.

4.3 General Administrative & Clerical duties

Attend for staff training the third Friday of each month;
Receive, sort and circulate/distribute post;
Photocopying as requested;
Assist in compilation of statistics;
Filing of paper medical records

Attend any other training courses deemed necessary by the Practice Manager or Operations Manager

Carry out any other duties as requested by the Practice Manager or Operations Manager

5. Other General Conditions

Holiday entitlement is five working weeks per year (pro rata) plus any Bank Holidays that fall on a normal working day.
All employees are required to adhere to the Health and Safety at Work Act (1974)
The job description will be subject to periodic reviews and may be changed in consultation with the post holder.
On Appointment the post holder must agree to abide by the Statement of Terms and
Conditions of Service and the Contract requirements; all published Surgery protocols; policies; procedures; guidelines and work-rules; and any other approved instruction & documentation that may be amended and issued from time to time.

6. Person Specification

6.1 Personal Competencies

Essential

Can work accurately and calmly under pressure Must be responsible, versatile, flexible and enthusiastic Can work within clearly defined guidelines and protocols as well as able to use initiative Desire and willingness to learn Friendly & warm with ability to empathise with patients Excellent communication skills Keen eye for detail

Desirable

Ability to prioritise Professionally confident - able to work with all levels and members of the team

6.2 Experience

Essential

Recent work in a busy office environment Face-to-face customer experience Operating appointment/booking systems Recent use of computer systems

Desirable

Previous NHS or other public service experience Medical terminology training Dealing with complaints

6.3 Technical skills

Essential

Word-processing Good level of computer literacy Office equipment/copiers/switchboard/etc.

Desirable

Familiarity with clinical records and appointment systems
Job Types: Part-time, Permanent

Pay: From 12.21 per hour

Expected hours: No more than 25 per week

Additional pay:

Loyalty bonus
Benefits:

Company pension Free parking On-site parking Sabbatical Sick pay
Schedule:

Monday to Friday Overtime Weekend availability
Ability to commute/relocate:

Street, BA16 0ET: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Reference ID: Patient Assistant