Job summary
Forum Health Centre is a CQC 'outstanding' rated GP Practice with 21,000 patients conveniently located in Wyken, Coventry. We are fortunate to have a loyal, experienced team of staff with very low turnover. We have a rare opportunity for a full-time receptionist / care co-ordinator or two part-time up to 37.5 hours a week.
We are a family practice with a friendly team, 'large enough to copy but small enough to care'. We are fortunate to have experienced GPs, advanced nurse practitioners, practice nurses, HCA, paramedic, physiotherapist and pharmacist supported by an operations manager and reception / admin team.
Candidates should have excellent computer skills and experience working with the public in a customer service role. Experience working in the NHS and GP Practices in a receptionist/admin role is an advantage and full training will be provided.
Regular hours will be given with surgery opening hours between 7.30am-6.30pm, Monday to Friday.
Informal visits welcome.
Early application encouraged as we will close the advert when we have received an adequate number of suitable applications.
Main duties of the job
The main duties of the role include:
- Maintaining and monitoring the practice appointment system
- Process telephone and e-requests for appointments
- Front of house reception desk duties - greeting patients, checking in for appointments and dealing with enquiries
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signpost patients to the correct service
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary
- Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Manage all queries as necessary in an efficient manner
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain the reception area and notice boards
- Support all clinical staff with general tasks as requested
About us
Forum Health Centre is a 21,000 patient NHS GP Practice located in Wyken, Coventry in modern, inspiring premises.
We are CQC 'outstanding' rated and staff are integral to our success. We work hard to ensure all staff are well trained, supported and nurtured leading to very high levels of staff satisfaction and retention.
Our surgery is fully air conditioned with a dedicated staff room with free tee, coffee and biscuits (occasionally fruit!).
Forum Health Centre is the lead Practice for a ten Practice, 90,000 patient, Primary Care Network - Sowe Valley PCN. We have a range of additional roles supporting the practice including:
- Care coordinators
- First Contract Physiotherapists
- Nurse Associates
- Paramedics
- Pharmacists
- Pharmacy Technicians
- Social Prescribers
Job description
Job responsibilities
REPORTS TO: RECEPTION MANAGER / OPERATIONS MANAGER
HOURS: UP TO FULL-TIME
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
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures.
- To work in accordance of written protocols.
- Support the achievement of QOF and Enhanced Service targets.
Reception - Front of House
- Meet and greet patients arriving for appointments
- Respond to all queries and requests for assistance from patients, practice team, hospital and visitors or refer to appropriate person
- Register visitors and receive incoming mail and direct appropriately
Appointments
- Care co-ordinate requests for appointments from patients by telephone, online and in person.
- Deal with visits requests
- Ensure effectiveness of appointment system and monitoring flow of patients in the surgery.
Computer
- Making full use of practice computer system taking into account protocols.
- Process repeat prescription request in accordance with practice guidelines.
- Accurately record and code data into EMIS.
- Process documents through Docman.
- Full training in our clinical systems will be provided.
Telephone
- Have working knowledge of telephone system
- Answer the telephone and make calls as required in a polite and professional manner, taking messages as necessary and as directed
Other Tasks
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Any other tasks allocated by managers
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, to 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
- Reporting potential risks identified.
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 recognizes 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 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.
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 recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
- 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
REPORTS TO: RECEPTION MANAGER / OPERATIONS MANAGER
HOURS: UP TO FULL-TIME
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
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures.
- To work in accordance of written protocols.
- Support the achievement of QOF and Enhanced Service targets.
Reception - Front of House
- Meet and greet patients arriving for appointments
- Respond to all queries and requests for assistance from patients, practice team, hospital and visitors or refer to appropriate person
- Register visitors and receive incoming mail and direct appropriately
Appointments
- Care co-ordinate requests for appointments from patients by telephone, online and in person.
- Deal with visits requests
- Ensure effectiveness of appointment system and monitoring flow of patients in the surgery.
Computer
- Making full use of practice computer system taking into account protocols.
- Process repeat prescription request in accordance with practice guidelines.
- Accurately record and code data into EMIS.
- Process documents through Docman.
- Full training in our clinical systems will be provided.
Telephone
- Have working knowledge of telephone system
- Answer the telephone and make calls as required in a polite and professional manner, taking messages as necessary and as directed
Other Tasks
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Any other tasks allocated by managers
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, to 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
- Reporting potential risks identified.
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 recognizes 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 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.
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 recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
- 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
- Experience of working with the general public
- Excellent communication skills (written and oral)
- Strong IT skills Clear, polite telephone manner
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills Problem solving & analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Pragmatic approach to day to day challenges
- Able to respond positively to changing priorities and demands
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
Desirable
- Experience of administrative duties
- Experience of working in a health care setting
- EMIS and Docman user skills
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Care co-ordination
- Document management
Person Specification
Experience
Essential
- Experience of working with the general public
- Excellent communication skills (written and oral)
- Strong IT skills Clear, polite telephone manner
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills Problem solving & analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Pragmatic approach to day to day challenges
- Able to respond positively to changing priorities and demands
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
Desirable
- Experience of administrative duties
- Experience of working in a health care setting
- EMIS and Docman user skills
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Care co-ordination
- Document management
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.
