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Job description

About us

Kingswinford Medical Practice is a 5 partner GP practice based in Kingswinford with a patient population of approximately 8200 patients.

We are a friendly team who work hard to be recognised as one of the leading practices in Dudley.

Our reception team currently consists of 6 receptionists, we are looking to add to the team.

Job Summary

· 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.

· Work strictly in accordance with the Practice protocols.

Operational responsibilities

• 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.
• 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 and keeping kitchen areas clean and tidy in turn with other teams.
• To provide cover within the department where directed.
• To undertake any other duties as requested by Team Leader or Management Team.

· Liaise with doctors, patients, secondary care and other staff and outside agencies to resolve any queries or facilitate referrals.

· Effectively manage nominated areas of responsibility

· Carry out required tasks utilising the EMIS Web functionality

· Make suggestions for enhancing the quality of the services that the practice offers

· Filing and retrieving paperwork

· Committed to participate in all Practice training, as necessary.

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 job description, 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 Health & 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 free from hazards
• Actively reporting health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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-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 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
• Undertaking all statutory and mandatory training requirements within specified timescales and refresher periods

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 clearly with vulnerable patients and with individual who have English as an additional language.
• Communicate effectively with patients and carers
• Recognise people’s needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

The post-holder will:

· Have a working knowledge, and contribute to Surgery handbooks, internal policies and procedures.

· Leave the workstation area tidy and ready for incoming colleague with information on any unresolved queries.

· Be conversant with and implement the Health and Safety at Work Act, relevant employment law, The Data Protection Act 2018 and other legislation relative to the role.

· Be conversant with the CQC outcomes and ensure they are complied with.

· Undertake any relevant training as required relating to organisational standards and changes to software or systems.

· Develop harmonious and effective relationships across all practice teams and with patients.

· Undertake effective professional development as necessary to keep up to date with current requirements and in line with Practice policy.

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

Job Types: Part-time, Permanent
Part-time hours: 15-20 per week

Salary: £9.90 per hour

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Free parking
• On-site parking
• Sick pay

Schedule:

• Day shift

Work Location: In person

Application deadline: 17/02/2023