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Job description

This is an exciting opportunity to work with South Sefton Primary Care Network, our GP Federation, South Sefton Primary Health Care Limited and the 28 constituent practices to oversee and support the day to day running the Sefton Access Service. This service will work as part of the overall Enhanced Access Service to oversee our new in-hours access services.

About use

South Sefton Primary Care Network is a long PCN made up of the 28 Practices in Sefton , who care for 155,000 patients. the role will be working with the primary care network, with employment hosted by South Sefton GP federation. are pay , annual leave and family polices are in line with agenda for change contracts. employees can also join the NHS pension scheme.

However it is important to understand that we are not able to offer a standard agenda for change contract, so some elements including sickness are different.

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 team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Service. Acknowledge a patient’s arrival at the desk, as soon as possible. If the situation is unmanageable at the time due to the number of patients waiting then advise patients in the queue that you will be with them as soon as possible, and then call for assistance.
• Deal with all general enquiries, explain procedures.
• Provide a helpful attitude even when dealing with difficult patients. Contact your line Manager if you feel unable to help.
• Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and clinicians are currently working in the building and whether they have arrived for their clinics. Observe clinics running late and advice patients waiting and offer apologies.
• Explain service arrangements and formal requirements to patients and ensure procedures are completed.
• Receive and make telephone calls as required. Phones must be answered within a maximum of six rings ensuring accuracy of detail and prompt appropriate delivery. Be always polite and helpful. If a patient’s behaviour is unacceptable then refer to your line manager.
• Keep the working environment clean, tidy and free from clutter at all times.
• Participate daily in task management and ensure that tasks and future referrals are kept up to date at all times.

The NHS is the biggest employer in Europe. It’s a world-renowned institution and an exciting place to work, full of challenges and opportunities.

NHS Midlands and Lancashire Commissioning Support Unit (MLCSU)is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction. We work together as a team of over 1,600 expert staff based across the Midlands and North West to make a difference – for our customers, patients and communities.

Offering a full range of professional services to hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies\ across the country, our NHS values underpin everything we do.

In return, we provide a supportive environment in which to learn and develop, with the opportunity to further your skills and career within an exciting and evolving environment.

Joining our inclusive and innovative team comes with a range of benefits including flexible & agile working arrangements, pension scheme and generous annual leave allowance.

With our training schemes and support networks, you will be empowered to play a leading role in the future of healthcare, whatever your specialism or interest. And as a member of NHS staff you will receive plenty of discounts too.

Person Specification

1.

NVQ Level 2 and/or 5 GCSE’s grade A-C or equivalent.

2.

Equivalent experience as indicated by the factors detailed below.

3.

Evidence of commitment to continuing development

4.

Knowledge of administration processes

Experience

5.

Significant experience providing customer service skills working to a diverse customer base to achieve objectives in a busy work environment

6.

Experience of working with EMIS computer systems within Primary Care Settings

7.

Experience of Medical Terminology

8.

Experience of working within General Practice

Knowledge

9.

Broad range of IT skills including Word, Excel, MS Teams, Email, internet and local information systems

10.

Broad understanding of digital technologies that support General Practice including EMIS, Accurx

11.

Broad understanding of how digital technology can support health and wellbeing of patients and staff

12.

Understanding of the importance & requirements of Data Protection and Confidentiality

13.

Knowledge of the NHS Strategies and Initiatives

Skills

14.

Ability to communicate effectively and confidently both verbally and in writing

15.

Commitment to mainstream equality & diversity through Policies, Procedures and Services

16.

Excellent interpersonal and organisational skills

17.

Ability to maintain and manage accurate records

18.

Ability to seek solutions to customer queries using internal and external sources available

19.

Ability to manage time effectively through planning, organization & prioritising of workload

20.

Ability to work independently, with limited supervision, taking responsibility for delivering on work streams to agreed quality standards and within timescales

Other

21.

Enthusiastic & proactive approach to improvements & changes in services

22.

Willingness and motivation to learn and self-develop

23.

Confident, positive and friendly approach when dealing with colleagues and customers

24.

Team worker with the ability to work flexibly with colleagues

25.

Commitment to customer service principles and standards

26.

Commitment to the principles of modern employment practices