Job summary
Broadmead Surgery is a busy, friendly and fully computerised (SystmOne) practice
located within Grand Union Village Health Centre in Northolt. We currently have over 7300 registered
patients.
We are looking for a new member of staff to join our friendly team for
25 hours per week in a permanent position.
Shifts will be between 8am 6.30pm Monday to Friday based on a set rota which will consist of 2 morning shifts, 2 afternoon shifts, and 1 shift 11:00am - 16:00pm (floating session to cover either sick leave or annual leave) and sharing the rota for Saturdays 9am 1pm.
Main duties of the job
To provide a welcoming and efficient reception service
to all visitors and telephone enquiries, ensuring that the patient appointment
systems function smoothly and efficiently. To provide administrative services including
medical records maintenance, repeat prescribing and any other associated tasks.
Principal Activities :
Welcome and
register patients for appointments.
Respond to incoming calls.
Record all messages
accurately and forward promptly.
Maintain an efficient
appointment system.
Invite patients for annual
reviews.
Prompt actioning of incoming
and outgoing correspondence (paper and electronic).
Actioning prescription
requests, liaising with pharmacies.
Registering new patients.
Actioning clinicians paperwork throughout the day.
Assist with requests for patient information received from
third parties via telephone, email and SystmOne ensuring patient
confidentiality and data protection guidelines are adhered to at all times.
Scanning patient correspondence, actioning tasks.
Respond to general enquiries and explain Surgery procedures
to enquirers.
Undertake any other
administrative tasks as delegated by senior staff or the Practice Manager.
About us
Broadmead Surgery is a busy, friendly and fully computerised (SystmOne) practice
located within Grand Union Village Health Centre in Northolt. We currently have over 7300 registered
patients. We also see non-registered
patients for community services such as anticoagulation, ECG etc.
Our team consists of a Lead GP Partner, Salaried GPs, Practice Nurses, Healthcare Assistants, Clinical Pharmacist, Clinical Assistant, Practice Secretary, Reception Team Leader, Senior Receptionist, Administrator and Receptionist Administrators.
Broadmead Surgery is one of six local GP Practices that are part of Northolt Primary Care Network (PCN). The PCN works collaborately to provide enhanced care and services to our patients.
We are keen to support staff development and offer in-house and external training opportunities.
Job description
Job responsibilities
JOB
PURPOSE: To provide a welcoming and
efficient reception service to all visitors and telephone enquiries, ensuring
that the patient appointment systems function smoothly and efficiently. To provide administrative services including
medical records maintenance, repeat prescribing and any other associated tasks.
Principal Activities:
1.
Receive, welcome and
register patients who arrive for appointments.
2.
Respond to incoming calls in
a courteous and efficient manner.
3.
Record all messages
accurately at the time they are taken and forward promptly.
4.
Maintain an efficient
appointment system by offering new and follow up appointments according to the
capacity of the Doctors and other clinical staff.
5.
Record requests for home
visits.
6.
Invite patients for annual
reviews in relation to QOF (Quality Outcome Framework).
7.
Prompt actioning of incoming
and outgoing correspondence (paper and electronic) passing to relevant staff
member or duty doctor.
8.
Actioning prescription
requests, liaising with pharmacies to resolve any issues.
9.
Registering new patients
onto the clinical system ensuring that all documentation is confirmed as
accurate. Arranging for patients New
Patient Health check with the Nurse or Doctor.
10. Actioning clinicians paperwork throughout the day to include
the emailing of urgent and non-urgent referrals/information.
11. Assist with requests for patient information received from
third parties via telephone, email and SystmOne ensuring patient
confidentiality and data protection guidelines are adhered to at all times.
12. Accurately scanning patient correspondence into patients
medical records once seen by clinicians.
Actioning any resulting task messages.
13. Help maintain a tidy and efficient medical records room
pulling or filing patients medical records.
Assist in tagging of new patients medical records ready for a senior
member of staff to summarise.
14. Respond to general enquiries and explain Surgery procedures
to enquirers.
15. Ensure that the reception area is organised and tidy at all
times.
16. Undertake any other administrative tasks as delegated by
senior staff or the Practice Manager.
17. Ensure that patients with a complaint about any matter
pertaining to the practice are referred without delay to senior staff or the
Practice Manager.
18.
Maintain complete patient confidentiality at
all times.
19.
Be prepared to work shifts
according to the practice opening hours and to offer extra cover for other
receptionists by arrangements.
20.
Participate in the Personal Development and
Appraisal schemes. Attend training
courses as required and complete mandatory online training annually.
21.
Participate in any team
meetings as required.
22.
Ensure that safe working
practices are adhered to and in accordance with Health, Safety and Security
procedures. Follow the practice
reporting process, to be responsible to report any health & safety issues,
potential risks or serious incidents.
This list is not exhaustive.
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 and free
from hazards
- Actively reporting of 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
holders 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 peoples 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 that 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,
with 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
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 teams 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 effectively with
patients and carers
- Recognise peoples needs for
alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
- 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
Job description
Job responsibilities
JOB
PURPOSE: To provide a welcoming and
efficient reception service to all visitors and telephone enquiries, ensuring
that the patient appointment systems function smoothly and efficiently. To provide administrative services including
medical records maintenance, repeat prescribing and any other associated tasks.
Principal Activities:
1.
Receive, welcome and
register patients who arrive for appointments.
2.
Respond to incoming calls in
a courteous and efficient manner.
3.
Record all messages
accurately at the time they are taken and forward promptly.
4.
Maintain an efficient
appointment system by offering new and follow up appointments according to the
capacity of the Doctors and other clinical staff.
5.
Record requests for home
visits.
6.
Invite patients for annual
reviews in relation to QOF (Quality Outcome Framework).
7.
Prompt actioning of incoming
and outgoing correspondence (paper and electronic) passing to relevant staff
member or duty doctor.
8.
Actioning prescription
requests, liaising with pharmacies to resolve any issues.
9.
Registering new patients
onto the clinical system ensuring that all documentation is confirmed as
accurate. Arranging for patients New
Patient Health check with the Nurse or Doctor.
10. Actioning clinicians paperwork throughout the day to include
the emailing of urgent and non-urgent referrals/information.
11. Assist with requests for patient information received from
third parties via telephone, email and SystmOne ensuring patient
confidentiality and data protection guidelines are adhered to at all times.
12. Accurately scanning patient correspondence into patients
medical records once seen by clinicians.
Actioning any resulting task messages.
13. Help maintain a tidy and efficient medical records room
pulling or filing patients medical records.
Assist in tagging of new patients medical records ready for a senior
member of staff to summarise.
14. Respond to general enquiries and explain Surgery procedures
to enquirers.
15. Ensure that the reception area is organised and tidy at all
times.
16. Undertake any other administrative tasks as delegated by
senior staff or the Practice Manager.
17. Ensure that patients with a complaint about any matter
pertaining to the practice are referred without delay to senior staff or the
Practice Manager.
18.
Maintain complete patient confidentiality at
all times.
19.
Be prepared to work shifts
according to the practice opening hours and to offer extra cover for other
receptionists by arrangements.
20.
Participate in the Personal Development and
Appraisal schemes. Attend training
courses as required and complete mandatory online training annually.
21.
Participate in any team
meetings as required.
22.
Ensure that safe working
practices are adhered to and in accordance with Health, Safety and Security
procedures. Follow the practice
reporting process, to be responsible to report any health & safety issues,
potential risks or serious incidents.
This list is not exhaustive.
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 and free
from hazards
- Actively reporting of 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
holders 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 peoples 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 that 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,
with 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
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 teams 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 effectively with
patients and carers
- Recognise peoples needs for
alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
- 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
Person Specification
Experience
Essential
- Reception duties
- Customer Service
Desirable
- All aspects of office administrative systems
Qualifications
Essential
- GCSE or O Level standard
- Computer skills
- Literacy
- Numeracy
- Computer Keyboard skills
- Customer Care Skills
- Communication Skills
Desirable
- Qualification in Office Administration
- CLAIT1
- ECDL certificate
- Knowledge of IT systems (Windows, Office)
- Knowledge of clinical system (Systmone)
- Medical Terminology
- Customer service skills
Personal Characteristics
Essential
- Common sense
- Commitment
- Professional attitude, empathic
- Flexible
- Confident
- Respectful to team members
- Self awareness
- Be aware of your surroundings (team working)
- Ability to work under pressure
- Good sense of humour
- Diplomatic
- Willingness to learn
- Proactice / can do attitude
- Be able to think outside the box
- Enjoy working as part of team
Desirable
- Identify own training needs
Person Specification
Experience
Essential
- Reception duties
- Customer Service
Desirable
- All aspects of office administrative systems
Qualifications
Essential
- GCSE or O Level standard
- Computer skills
- Literacy
- Numeracy
- Computer Keyboard skills
- Customer Care Skills
- Communication Skills
Desirable
- Qualification in Office Administration
- CLAIT1
- ECDL certificate
- Knowledge of IT systems (Windows, Office)
- Knowledge of clinical system (Systmone)
- Medical Terminology
- Customer service skills
Personal Characteristics
Essential
- Common sense
- Commitment
- Professional attitude, empathic
- Flexible
- Confident
- Respectful to team members
- Self awareness
- Be aware of your surroundings (team working)
- Ability to work under pressure
- Good sense of humour
- Diplomatic
- Willingness to learn
- Proactice / can do attitude
- Be able to think outside the box
- Enjoy working as part of team
Desirable
- Identify own training needs