Job Description

About us

We are a NHS surgery in the middle of Chesterton, Cambridge. We support about 14,000 patients. In our team we have 48 staff and this is a mix of clinical staff and a large support team who do all the administration, reception work that goes along with providing our services. We are looking for two new team members to join our support team in what will be varied roles.

We are a supportive team and everyone is encouraged to develop in their role and learn new things. We can definitely say that no two days are the same.

As a support team member you will develop a specialism in a particular area along with being trained in the main aspects of your job.

Summary of the role

As a member of the Practice Support Team you will provide a high quality service to our patients through excellent customer service skills. You will be part of the support team who ensure all functions are carried out in accordance with agreed procedures, protocols and time-scales. The team delivers an important role within the Practice and working effectively as a team is part of the Practice's ethos.

In addition to the core hours the post-holder is required to provide absence cover for the team and to cover additional clinics (which can be at a weekend) as needed.

What will I be doing in the job?

The range of activities within a Support Team Member role is varied. You will develop the skills over a period of time to take on these activities. The role is varied, and there will be aspects that you will develop as your specialism, and be seen as the expert in a specific area. Your specialism will be discussed with you in time, and it may change over the time you work at the surgery.

The activities below are a good guide as to the type of work that you will get involved in. The work is usually carried out on a rota basis through the day or at certain days of the month / year:

To provide an effective and efficient reception services (telephone, face to face and via our online systems) to our patients. As required, all staff are involved with reception duties to help manage our patient demand.

Processing telephone requests, in person requests and online requests for appointments, visits, telephone consultations, prescriptions and referral information. Ensuring callers are directed to the appropriate healthcare professional

To answer patient enquiries with the support of other practice staff as necessary.

Complete new patient registrations, and liaising with other NHS services i.e. PCSE to deal with any issues post registration

Receiving new patient records in and sending out records for those who have left the practice.

Data entry of medical information into patient records and keeping patient records updated with changes of address, names, telephone numbers etc.

General administration including:

creating referrals and letters on behalf of clinical staff liaising with other healthcare providers to obtain clinic letters, results and appointments
liaising with patients regarding their referrals and hospital appointments

scanning patient correspondence in to medical records

maintaining worklists and using online systems to deal with patient enquiries

processing non NHS work following defined protocols

Running reports for the purpose of: Understanding work to be done Booking clinics i.e. vaccination, family planning Contacting patients for annual reviews and other recalls
Completing patient prescription requests against defined protocols. Where relevant ensuring monthly prescriptions are on repeat dispensing

Dealing with patient prescription queries / enquiries (by email, telephone and face to face)

Managing Practice email boxes including Administration, Patient, Reception and Prescribing.

To ensure the practice is open and ready for patients at the start of day and in at the end of day the practice is closed in line with security processes. Throughout the day, ensure the practice is clean in all patient areas and patients are being seen on time.

To attend meetings as and when required relating to surgery activities

What skills do I need?

Although no formal qualifications are needed for the roles, we do expect the following - these are essential:

Very good team skills - we are successful because everyone works together to meet the needs of our patients. You will be expected to take responsibility for your work and keep your team and leads up to date on what is happening. You need to be able to get along with people and be willing to support them.

IT skills - for both roles, you certainly need to have good computer skills. You will need to know how to use email, and to use the Microsoft packages well. These packages are Word, Excel and Powerpoint. You need to be able to adapt and use other packages which are designed for use in GP surgeries.

Attention to detail - accuracy is important. You will be expected to work quickly, but with the highest level of attention to detail. This may be checking patient information, checking medication information or making sure that you update records accurately.

Communication skills - you need to be able to adapt your verbal or written skills as the situation arises. Whether this is writing to a patient or a colleague or supporting a patient who is upset / frustrated about a situation. You will need to have empathy and treat everyone with respect and kindness.

Organised - you will be responsible for organising and prioritising your own workload and support other team members. As part of this, you will keep the team and team leads up to date on the status of your work.

To be successful in this role, you will need to be a self-starter. This means, you will take on work as it needs to be done, and you will not need to be told or encouraged to do so in order to do the work.

What would be beneficial for the role?

If you have experience of using SystmOne that would be beneficial.

Previous experience in the NHS may be helpful, however it is definitely not essential.

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.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, including:

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-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 including:

- Participation in an annual individual Appraisal and Development 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.

- Take responsibility to complete and attend mandatory training and other training when appropriate

- This role is considered to be a developmental position and the jobholder will be encouraged to develop personal and business skills.

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 recognize the importance of effective communication within the team and will:

- Communicate effectively and respectfully with colleagues, patients and carers.

- Recognise people's needs for alternative methods of communication and respond accordingly.

- External communication will be with patients, Primary Care Trusts, other NHS bodies, and other GP practices and service providers.

Pay

When you start your salary will be 12.21 per hour. On successful completion of probation, your salary will be increased.

Closing Date

We have not set a closing date for the job. We will review applications as they are submitted and we will close the advertisement when we have sufficient applications for the role.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice's Health & Safety Policy.

Carry out any other duties as reasonably required

This is not intended to be an exhaustive list of responsibilities, and it is expected that you will participate in a wide range of activities. You also understand and accept that as the NHS is changing regularly, the content of your job will change to reflect the needs of the changing support team requirements.

Job Types: Full-time, Permanent

Pay: 12.21 per hour

Benefits:

Cycle to work scheme Free parking Health & wellbeing programme On-site parking
Schedule:

Monday to Friday
Work Location: In person