Job summary
Oxford Terrace and Rawling Road Medical Group is a busy General Practice based in Bensham, Gateshead. We operate across two sites and offer primary care services to over 17500 patients.
Please note this position is full time, working 37.5 hours per week.
The working pattern for this post will be Monday - Friday 10:30am to 18.30pm.The successful candidate will also work Saturday's AM on a rotational basis.
The ideal candidate will be flexible, adaptable, and be able to work as part of a team as well as on their
own initiative. An understanding of
the importance of effective administration services within this fast changing primary
care environment, alongside a willingness to learn and develop in your role would make you an ideal candidate for this position.
This position comes with full training and mentorship
support, as well as chances to develop new skills as the General Practice
working environment changes and new opportunities arise. Experience of General Practice or an NHS environment
is essential, alongside knowledge and experience of the EMIS Web System.
Previous applicants need not apply.
Main duties of the job
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. Develop the receptionist role as care
navigator for the practice.
Please see the attached job description for further details.
About us
Accountability& Quality We behave with candour in our dealings with staff, patients and partner organisations building trustworthy, open, transparent relationships that further our aim to provide excellent patient-centered, accessible services. We have a highly effective, safe and innovative organisation with a culture of continuous quality improvement, enabling learning and evidence based care to improve both the quality and range of services we offer.
Staff & Patient Involvement We are a committed and inspired team striving to be the best at what we do. Working with patients we shape and continuously improve our services within the health and wellbeing system.
Leading the WayOur involvement in teaching, research and integration with health and social care ensure that we are proactive and productive in planning and delivery. We show vision, ambition and courage to maximize our financial potential to commission and provide the best possible care for those we serve.
Job description
Job responsibilities
Reception
- Delivery
of a high-quality standard customer care service at our front desk
- Receiving
patients consulting with members of Practice team
- Taking
requests/handing repeat prescriptions to patient and checking correct
details
- Be
able to cover all manner of reception tasks and duties
- Development
of the care navigation role including appropriate use of urgent
appointments, total triage
services and active signposting
- Process
appointment requests from patients by telephone and in person
- Dealing
with queries from patients and other health care professionals internally
and externally
- Ability
to manage telephones including a polite professional manner, the ability to
transfer calls as necessary and have working knowledge of telephone system
operations e.g. out of hours actions.
Administration
- Over both sites as/when required
- To
have a thorough knowledge of all Practice procedures
- To
work in accordance of written protocols
- Pulling/filing
medical records for update
- Photocopy
as requested
- Document
scanning, accurate and timely
- Provide
administrative support as and when required
- Follow
rota and apply initiative
Computer
- Competent
use of EMIS Web and other practice software
- Registrations
of new patients – computer data entry and medical records
- Process
patients change of address – computer data and medical records in
accordance with practice boundary
- Process
repeat prescription requests using EMIS web
- Share
knowledge and promote new concepts to patients (On line registrations,EPS)
Other Tasks
- Ensure
building security by having thorough knowledge of open and lock up
procedures (doors/windows/alarm)
- Familiarise
yourself with Business Continuity Plans
- 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, 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 holder’s
role
- Undertaking periodic infection
control training (minimum annually)
- Reporting potential risks
identified
- Work safely at all times in
accordance with legislative requirements and Practice Policy and
Procedures
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 people’s 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
- Actively participating in Time in
Time Out events
- Completion of E-Learning during
allocated study time
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 team’s 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 people’s 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
This job
description is not exhaustive and may be adjusted periodically after review and
consultation. You will also be expected
to carry out any reasonable duties which may be requested from time-to-time.
Job description
Job responsibilities
Reception
- Delivery
of a high-quality standard customer care service at our front desk
- Receiving
patients consulting with members of Practice team
- Taking
requests/handing repeat prescriptions to patient and checking correct
details
- Be
able to cover all manner of reception tasks and duties
- Development
of the care navigation role including appropriate use of urgent
appointments, total triage
services and active signposting
- Process
appointment requests from patients by telephone and in person
- Dealing
with queries from patients and other health care professionals internally
and externally
- Ability
to manage telephones including a polite professional manner, the ability to
transfer calls as necessary and have working knowledge of telephone system
operations e.g. out of hours actions.
Administration
- Over both sites as/when required
- To
have a thorough knowledge of all Practice procedures
- To
work in accordance of written protocols
- Pulling/filing
medical records for update
- Photocopy
as requested
- Document
scanning, accurate and timely
- Provide
administrative support as and when required
- Follow
rota and apply initiative
Computer
- Competent
use of EMIS Web and other practice software
- Registrations
of new patients – computer data entry and medical records
- Process
patients change of address – computer data and medical records in
accordance with practice boundary
- Process
repeat prescription requests using EMIS web
- Share
knowledge and promote new concepts to patients (On line registrations,EPS)
Other Tasks
- Ensure
building security by having thorough knowledge of open and lock up
procedures (doors/windows/alarm)
- Familiarise
yourself with Business Continuity Plans
- 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, 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 holder’s
role
- Undertaking periodic infection
control training (minimum annually)
- Reporting potential risks
identified
- Work safely at all times in
accordance with legislative requirements and Practice Policy and
Procedures
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 people’s 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
- Actively participating in Time in
Time Out events
- Completion of E-Learning during
allocated study time
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 team’s 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 people’s 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
This job
description is not exhaustive and may be adjusted periodically after review and
consultation. You will also be expected
to carry out any reasonable duties which may be requested from time-to-time.
Person Specification
Qualifications
Essential
- Good standard of general education
Desirable
- NVQ in Business Administration
Knowledge
Desirable
- A detailed understanding of General Practice
- Some knowledge of Medical Terminology
Behaviours
Essential
- Conscientious
- Performing under pressure
- Adaptability
- Taking the initiative
- Team working
- Self motivated
- Flexibility
- Confidentiality
Skills
Desirable
- Excellent communication skills (Written and Oral)
- IT and telephony skills
- Time Management and the ability to work to deadlines
- Ability to prioritise workload
- Ability to work unsupervised
- Problem solving skills
- Interpersonal skills
Experience
Essential
- Practical experience of administrative role, telephony
- Experience of using own initiative
- Experience of working within a General Practice environment
- Practical experience of working with others
- Practical experience of computerised recording system (EMIS)
Desirable
- Medical Reception background
Person Specification
Qualifications
Essential
- Good standard of general education
Desirable
- NVQ in Business Administration
Knowledge
Desirable
- A detailed understanding of General Practice
- Some knowledge of Medical Terminology
Behaviours
Essential
- Conscientious
- Performing under pressure
- Adaptability
- Taking the initiative
- Team working
- Self motivated
- Flexibility
- Confidentiality
Skills
Desirable
- Excellent communication skills (Written and Oral)
- IT and telephony skills
- Time Management and the ability to work to deadlines
- Ability to prioritise workload
- Ability to work unsupervised
- Problem solving skills
- Interpersonal skills
Experience
Essential
- Practical experience of administrative role, telephony
- Experience of using own initiative
- Experience of working within a General Practice environment
- Practical experience of working with others
- Practical experience of computerised recording system (EMIS)
Desirable
- Medical Reception background
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
