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Job description

Job summary

An exciting opportunity has just become available for any individuals who would like a change in career to work at a large, friendly practice, or to any individuals wanting to kick-start a career working in the NHS!

Successful candidates will work as part of the practice’s Patient Support Team (formerly known as GP receptionists). They will provide support for patients in directing them to the most appropriate service or healthcare professional in a courteous, efficient and effective way. They will project a positive and friendly image to visitors, both in-person and on the telephone.

Successful candidates should have previous experience of working with the general public and be able to work independently.

In addition to the general Patient Support Team duties, under the direction of the Team Leaders and Management, they will undertake administrative duties as required.

Main duties of the job

• Greet and assist patients both in person and on the telephone

• Book appointments with GPs, Nurses and other health professionals

• Register new patients and record patient care history

• Make amendments and update patients details as necessary

• Scan, upload and file letters into computerised notes

• Handle general telephone enquiries

• Process appointment requests by patients - both in person and via telephone

• Deal with medication requests

• Record correct clinical information such as results and laboratory reports

• Organise and book additional support services such as ambulances, visits, interpreters etc

About us

This six partner GMS (General Medical Services) training practice has a stable list size of 22,400 and provides patient services to a richly varied, multicultural population which includes families, students and working professionals.

The practice is an equal opportunities employer. The partners are proud of our good team ethos and it is very important that this is developed and strengthened throughout. The practice is a very comfortable place to work, with a good team of friendly staff providing a relaxed atmosphere.

The Practice has a vision to deliver high-quality care, with core values developed by the whole healthcare team, ensuring good communication, compassion and continuity of care.

Main duties of the job

• Greet and assist patients both in person and on the telephone

• Book appointments with GPs, Nurses and other health professionals.

• Register new patients and record patient care history

• Make amendments and update patients details as necessary.

• Scan, upload and file letters into computerised notes

• Handle general telephone enquiries.

• Process appointment requests by patients - both in person and via telephone.

• Deal with medication requests

• Record correct clinical information such as results and laboratory reports

• Organise and book additional support services such as ambulances, visits, interpreters etc.
• Additional administrative duties as directed by Team Leaders and Management

Benefits of working with us

• Competitive pay and enrolment into generous NHS pension scheme

• Additional annual leave for Birthdays

• Career development and training opportunities

• Mentorship programme

• Modern workspace in a green and pleasant suburban location

• Smart-casual dress code

• Work within a fun, friendly team

• Regular social events

• Free staff parking

Communication

Successful candidates will recognise the importance of effective communication and will strive to:

• Communicate effectively with colleagues
• Communicate effectively with members of the general public and care providers
• Be polite and courteous at all times to communicate relevant information where appropriate
• Recognise an individual's needs for alternative methods of communication and respond accordingly

Confidentiality

In the course of seeking treatment, patients entrust providers with, or allow the providers 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. Under the Data Protection Act 1998, all successful candidates must maintain the confidentiality of information about patients. This work is of a confidential nature and information gained must not be communicated to other persons except in the recognised course of duty. Unauthorised disclosure of confidential information will result in disciplinary action and may lead to a dismissal.

Equal Opportunities

It is the aim of Queenswood Medical Practice to ensure that all job applicants or employees receives no less than favourable treatment on grounds of sex, marital status, race, colour, creed, religion, physical disability, mental health, learning difficulty, age or sexual orientation - and is not placed at a disadvantage by conditions or requirements that cannot be shown to be justifiable. To this end, Queenswood Medical Practice has an Equal Opportunities policy and it is for each employee to contribute to its success.

Equality and Diversity

Successful candidates will support the equality, diversity and rights of patients and colleagues, which will include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with the company's procedures, policies and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients and colleagues
• Behaving in a manner which is welcoming to the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights

Health and Safety

Employees must be aware of the responsibilities placed upon them under the Health and Safety at Work Act (1974) to ensure that the agreed procedures are carried out to maintain a safe environment for patients, visitors and staff. The successful candidate will assist in the promotion and maintenance of their own and others health, safety and security as defined in the company's Health and Safety Policy, which will include:

• Using personal security systems within the workplace according to company guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages these risks
• Making effective use of training to update skills and knowledge.
• Using appropriate infection-control procedures; maintaining work areas in a tidy and safe way and ensure that they are free from hazards
• Reporting any potential risks identified

Personal and Professional Development

Successful candidates will participate in training programmes implemented by the company which will include:

• Participation in an annual individual performance review. They will take responsibility for maintaining a record of their own personal and professional development
• Regular meetings with their mentors to discuss any personal issues should they feel comfortable to do so, along with any work related concerns
• Regular team meetings to discuss any updates and problem-solving

Quality

Successful candidates will strive to maintain quality within the company, 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 to offer suggestions on ways to improve and enhance the team's performance
• Work effectively with individuals in other providers to meet patient needs
• Effectively manage own time, workload and resources

Flexibility

The company is currently working in a climate of great change within the NHS. It is therefore expected that all staff will develop flexible working practices to be able to meet the challenges and opportunities of working within the evolving NHS.

Person Specification

• - Minimum 1 years experience of working with the general public
• - Educated to GCSE level including English and Maths or equivalent
• - Good written skills
• - Computer literate
• - Awareness of confidentiality
• - Customer/Patient focused
• - Strong communication skills
• - Excellent interpersonal skills
• - Understanding team working
• - Ability to work independently and use own initiative
• - Self motivated
• - Assertive
• - Understanding of self-development
• - Understanding of how to motivate staff
• - Ability to work under pressure
• - Punctual with good work attendance
• - Good timekeeping
• - Flexible attitude towards working hours and business needs

Desirable

• - NVQ level 3 in Customer Care
• - Previous Medical Reception experience
• - Previous Customer Service experience
• - Familiar with EMIS - or any other similar clinical system

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.

Job Types: Full-time, Permanent

Salary: From £10.00 per hour

Benefits:

• Additional leave
• Company pension
• On-site parking
• Sick pay

Schedule:

• Monday to Friday