Job summary
The successful candidate will have a desire to provide a high standard of customer service, be able to adapt to a fast pace of change and be flexible in their working hours.
We are a supportive and forward thinking Practice, valuing the contribution employees make to achieve a safe, effective and responsive service. We are looking for an enthusiastic team player who is likely to have some knowledge of the medical environment, will be computer literate, well organised and capable of paying attention to detail.
The standard hours of the post are 27.5 hours a week working either 7.30am -1pm or 1pm - 6.30pm Monday to Friday however flexibility is required to cover for colleagues absences.
The main shift pattern for this role will be 1pm to 6.30pm, Monday to Friday.
Main duties of the job
The successful candidate will:
offer
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
receive,
assist and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way
undertake
a variety of administrative duties to assist in the smooth running of the
practiceusing IT technologies
facilitate
effective communication between patients, members the primary health care team,
secondary care and other associated healthcare agencies
About us
The Waterloo Practice is located in the HD5 area of Huddersfield. We have five approachable and supportive GP partners who with an Advanced Clinical Practitioner, a full team of Practice Nurses and Healthcare Assistants and management, reception and admin team who deliver first class care for approximately 9,500 patients locally.
We are able to offer pleasant purpose built working premises, friendly and supportive team colleagues, opportunities to develop skills and an NHS pension.
Job description
Job responsibilities
The
duties and responsibilities to be undertaken by members of the practice
administration team may include any or all of the items in the following
list. Duties may be varied from time to
time under the direction of the Assistant Practice Manager or Practice Manager,
dependent on current and evolving practice workload and staffing levels:
- Opening
up/locking-up of practice premises and maintaining security in accordance
with practice protocols
- Maintaining
and monitoring the practice appointments system
- Processing
personal and telephone requests for appointments, visits and telephone
consultations and ensuring callers are care navigated to the appropriate
healthcare professional
- Monitoring
patient flow and taking action where there is congestion, non-attendees
and cancellations
- Helping
patients who may be in an emotional state by providing information and
reassurance as necessary, elevating issues to clinicians in accordance
with protocols
- Processing
and distributing incoming (and outgoing) mail
- Taking
messages and passing on information
- Handling
petty cash and monies associated with payment of fees by patients
- Filing
and retrieving paperwork
- Processing
repeat prescriptions in accordance with practice guidelines
- Computer
data entry/data allocation and collation; processing and recording
information in accordance with practice procedures
- Initiating
contact with and responding to requests from patients, other team members
and associated healthcare agencies and providers
- Clearing
and re-stocking consulting rooms as required
- Preparing
consulting rooms for consultations
- Chaperoning
- Providing
clerical assistance to practice and Trust staff as required from time to
time, including word/data processing, filing, photocopying and scanning
- Ordering,
re-ordering and monitoring of stationery and other supplies
- Receiving
samples for investigation
- Dealing
with clinical waste, including attending to accidental spillage
- Provision
of refreshments for staff and visitors as required; loading and emptying
the dishwasher and keeping the kitchen area clean and tidy
- Keeping
the reception area and waiting room tidy and free from obstructions with notice-boards
and leaflet dispensers up to date
- Contributing
and making suggestions for improving service provision
- Working
to standard operating procedures at all times
- Working
flexibly to provide cover for colleagues when needed
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:
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
The
duties and responsibilities to be undertaken by members of the practice
administration team may include any or all of the items in the following
list. Duties may be varied from time to
time under the direction of the Assistant Practice Manager or Practice Manager,
dependent on current and evolving practice workload and staffing levels:
- Opening
up/locking-up of practice premises and maintaining security in accordance
with practice protocols
- Maintaining
and monitoring the practice appointments system
- Processing
personal and telephone requests for appointments, visits and telephone
consultations and ensuring callers are care navigated to the appropriate
healthcare professional
- Monitoring
patient flow and taking action where there is congestion, non-attendees
and cancellations
- Helping
patients who may be in an emotional state by providing information and
reassurance as necessary, elevating issues to clinicians in accordance
with protocols
- Processing
and distributing incoming (and outgoing) mail
- Taking
messages and passing on information
- Handling
petty cash and monies associated with payment of fees by patients
- Filing
and retrieving paperwork
- Processing
repeat prescriptions in accordance with practice guidelines
- Computer
data entry/data allocation and collation; processing and recording
information in accordance with practice procedures
- Initiating
contact with and responding to requests from patients, other team members
and associated healthcare agencies and providers
- Clearing
and re-stocking consulting rooms as required
- Preparing
consulting rooms for consultations
- Chaperoning
- Providing
clerical assistance to practice and Trust staff as required from time to
time, including word/data processing, filing, photocopying and scanning
- Ordering,
re-ordering and monitoring of stationery and other supplies
- Receiving
samples for investigation
- Dealing
with clinical waste, including attending to accidental spillage
- Provision
of refreshments for staff and visitors as required; loading and emptying
the dishwasher and keeping the kitchen area clean and tidy
- Keeping
the reception area and waiting room tidy and free from obstructions with notice-boards
and leaflet dispensers up to date
- Contributing
and making suggestions for improving service provision
- Working
to standard operating procedures at all times
- Working
flexibly to provide cover for colleagues when needed
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:
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
Qualifications
Essential
- 5 GCSE's - Grade A to C to include English and Maths or equivalent.
Experience
Essential
- Good written & verbal communication skills
- Keyboard and computer skills
- Ability to use own judgement, initiative and common sense
- An understanding, acceptance and adherence to the need for strict confidentiality
- Reliable
- Caring
- Honest
- Ability to work under pressure
- Ability to work in a changing environment/ Adaptable
- Able to start work at 7.30am or finish at 6.30pm/8.15pm
- Able to work weekends if called on to do so
- Flexibility in working hours
Desirable
- Experience using SystmOne
- Previous experience of working in a Reception environment
- Previous experience of working in a Primary Care Role
- Previous experience of working with the Public
- Communication Skills - previous experience of dealing with the public by telephone and Face to Face
- Previous experience of coding of medical records
Person Specification
Qualifications
Essential
- 5 GCSE's - Grade A to C to include English and Maths or equivalent.
Experience
Essential
- Good written & verbal communication skills
- Keyboard and computer skills
- Ability to use own judgement, initiative and common sense
- An understanding, acceptance and adherence to the need for strict confidentiality
- Reliable
- Caring
- Honest
- Ability to work under pressure
- Ability to work in a changing environment/ Adaptable
- Able to start work at 7.30am or finish at 6.30pm/8.15pm
- Able to work weekends if called on to do so
- Flexibility in working hours
Desirable
- Experience using SystmOne
- Previous experience of working in a Reception environment
- Previous experience of working in a Primary Care Role
- Previous experience of working with the Public
- Communication Skills - previous experience of dealing with the public by telephone and Face to Face
- Previous experience of coding of medical records
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.