Job summary
We are a friendly village doctors practice with 10,700 patients
providing GMS from 3 Coastal sites in the Western Vale. Our main base is in
Llantwit Major, with branch surgery sites in St Athan and Rhoose. We have 11
doctors, supported by a large multi-disciplinary team.
Main duties of the job
The post holder will provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients.
About us
Based in the beautiful coastal town of Llantwit Major. The Practice is innovative and enjoys working as a team to meet new challenges and improve healthcare for the practice population
The last two years have challenged our practice and we have found innovative ways to protect patient and staff in line with continual changes in government policies. We are proud of our low rates of staff infection throughout the pandemic and we have grown strongly together as a team. We have learnt and built on the challenges we have faced.
Job description
Job responsibilities
Job Summary:
To answer the telephone, book appointments and to assist and direct patients in accessing services.
Job responsibilities:
- Receive and make telephone calls as required
- Deal with all general enquires, explain practice procedures and make new and follow-up appointments in a helpful and friendly manner
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
- Use of computerised medical system: making appointments, checking: results, registration details, pathology information, medical information, prescribing information
- Enter requests for home visits/ telephone calls/ prescription queries into the correct sessions
- Maintain working knowledge of the appointment system ie times of all clinics, duration of appointments, doctors rotas, procedures for booking routine and urgent appointments
- Cancel and re-arrange appointments when surgeries are altered
- Liaison with other professional colleagues, for example, District Nurses, Health Visitors, Ambulance Service, Hospitals, Midwives. To pass and receive accurate information regarding patients
- Communicate test results using taught skills and ensuring accuracy
- Have full knowledge of repeat prescribing procedures and ensuring queries are passed to the appropriate member of staff or doctor with medical records
- Check with hospitals for outstanding discharge information relating to prescriptions
- Scanning documents and directing them to the appropriate persons using the Docman software system.
- Advise patients of relevant charges for private (non General Medical Services), accept payment and issue receipts for the same
- Explain practice arrangements and requirements for new and temporary patients
- Ensure automatic check-in is operational in main reception area
- Daily franking of out-going mail and delivery to the post office
- Completion of blood request forms and checking of these
- Allocate rooms to clinical team
- Processing and distributing incoming mail received on a daily basis
- Update the medical record as changes occur due to changes in details eg contact numbers
- Ensure phones are accurately transferred to and from night out of hours service
- Ensure that you provide an efficient, professional handover to the member of staff taking over from you before you leave your duty
- Cover the branch surgeries in St Athan and Rhoose as required
- Premises:
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients
- Undertake any other additional duties appropriate to the post as requested by the Assistant Reception Manager/ Assistant Practice Manager or Partners.
- Actively participate in Practice Training to ensure that you provide a high level of service for the practice. This may mean that you need to attend a training session outside of your normal working hours
- Keep your working environment clean, tidy and free from clutter
- The above list of duties is not exhaustive and may be subject to change as deemed necessary.
- Flexibility to cover holidays and sickness are a requirement of this post between the hours of 8.00-19.00 Monday-Friday
Job description
Job responsibilities
Job Summary:
To answer the telephone, book appointments and to assist and direct patients in accessing services.
Job responsibilities:
- Receive and make telephone calls as required
- Deal with all general enquires, explain practice procedures and make new and follow-up appointments in a helpful and friendly manner
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
- Use of computerised medical system: making appointments, checking: results, registration details, pathology information, medical information, prescribing information
- Enter requests for home visits/ telephone calls/ prescription queries into the correct sessions
- Maintain working knowledge of the appointment system ie times of all clinics, duration of appointments, doctors rotas, procedures for booking routine and urgent appointments
- Cancel and re-arrange appointments when surgeries are altered
- Liaison with other professional colleagues, for example, District Nurses, Health Visitors, Ambulance Service, Hospitals, Midwives. To pass and receive accurate information regarding patients
- Communicate test results using taught skills and ensuring accuracy
- Have full knowledge of repeat prescribing procedures and ensuring queries are passed to the appropriate member of staff or doctor with medical records
- Check with hospitals for outstanding discharge information relating to prescriptions
- Scanning documents and directing them to the appropriate persons using the Docman software system.
- Advise patients of relevant charges for private (non General Medical Services), accept payment and issue receipts for the same
- Explain practice arrangements and requirements for new and temporary patients
- Ensure automatic check-in is operational in main reception area
- Daily franking of out-going mail and delivery to the post office
- Completion of blood request forms and checking of these
- Allocate rooms to clinical team
- Processing and distributing incoming mail received on a daily basis
- Update the medical record as changes occur due to changes in details eg contact numbers
- Ensure phones are accurately transferred to and from night out of hours service
- Ensure that you provide an efficient, professional handover to the member of staff taking over from you before you leave your duty
- Cover the branch surgeries in St Athan and Rhoose as required
- Premises:
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients
- Undertake any other additional duties appropriate to the post as requested by the Assistant Reception Manager/ Assistant Practice Manager or Partners.
- Actively participate in Practice Training to ensure that you provide a high level of service for the practice. This may mean that you need to attend a training session outside of your normal working hours
- Keep your working environment clean, tidy and free from clutter
- The above list of duties is not exhaustive and may be subject to change as deemed necessary.
- Flexibility to cover holidays and sickness are a requirement of this post between the hours of 8.00-19.00 Monday-Friday
Person Specification
Qualifications
Essential
- Good Standard of general educations
- At Least GCSE Standard English Language
Experience
Essential
- Customer service experience
- Working in an IT-dependent environment
- Experience of operational and telephone systems
- Patient confidentiality
Desirable
- Primary care experience
- Call handling experience
- Experience of working with Vision Clinical System
Knowledge/Skills
Essential
- Excellent inter-personal skills
- Problem-solving skills
- Good communicator
- Ability to listen and empathise
- Competent with use of office IT
- Ability to work unsupervised and use own initiative
- Managing conflict
Desirable
- Knowledge of medical Terminology
- Knowledge of Primary Care
Qualities/ Attributes
Essential
- Good time management
- Flexible in approach, enthusiastic and self motivated
- Organised and resourceful
- Able to cope well under pressure
- Displays sensitivity and confidentiality
- Polite, friendly, honest and reliable
- Self-motivated able to work with minimal direction
- Hard working, reliable and resourceful
Other
Essential
Desirable
- Ability to speak Welsh
- Basic IT skills
Person Specification
Qualifications
Essential
- Good Standard of general educations
- At Least GCSE Standard English Language
Experience
Essential
- Customer service experience
- Working in an IT-dependent environment
- Experience of operational and telephone systems
- Patient confidentiality
Desirable
- Primary care experience
- Call handling experience
- Experience of working with Vision Clinical System
Knowledge/Skills
Essential
- Excellent inter-personal skills
- Problem-solving skills
- Good communicator
- Ability to listen and empathise
- Competent with use of office IT
- Ability to work unsupervised and use own initiative
- Managing conflict
Desirable
- Knowledge of medical Terminology
- Knowledge of Primary Care
Qualities/ Attributes
Essential
- Good time management
- Flexible in approach, enthusiastic and self motivated
- Organised and resourceful
- Able to cope well under pressure
- Displays sensitivity and confidentiality
- Polite, friendly, honest and reliable
- Self-motivated able to work with minimal direction
- Hard working, reliable and resourceful
Other
Essential
Desirable
- Ability to speak Welsh
- Basic IT skills
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.
