Job summary
To support the Partners and CEO in delivering the Vision,
Mission and Values of the Practice
In particular to have responsibility for
·
Team Supervision
·
Supervision of day to day workload of the PAT
·
Contact with patients in reception, through phones or via digital means
·
Engagement with patients
·
Administration
·
Continuity of care
·
Operations
·
Quality and audit
·
Flexibility
The post holder occupies a
particular position of responsibility and trust, as they have access to
sensitive patient, staff and business information. The post holder should have
excellent organisational skills and have the ability to work as part of a team
and also on their own initiative.
Main duties of the job
Core Tasks and functions
Team
Supervision
·
Supervise the Patient Assistant Team
·
Ensure that the Patient Assistant Team provides an excellent
service and meets all agreed targets
·
Be prepared to work as a member of the team at all times to
support the delivery of service and to act as a role model
·
Provide an excellent first experience of the service by a
professional and welcoming manner whenever in contact with patients in person,
on the phone or through electronic communication
·
Encourage patients to engage with the practice through
making comments and suggestions via different mediums of communications
·
Encourage participation in the patient reference group and
play an active role in ensuring the group is relevant, accessible and able to
influence the way services are delivered
·
Actively promote the patient questionnaire and other ways of
getting patient feedback and deal with patient complaints
·
Take responsibility for the patient experience, the quality
of information, the quality of the waiting area. Seek and act on patient suggestions for
improving services
Support and develop patient
engagement activities and in particular support all activities devoted to
increasing the amount of patient self-management
About us
Based in East London and rated Outstanding by CQC we are large teaching practice which consists of 8 GPs, 4 nurses, 2 pharmacist, 4 Physician Associates and other health care professionals, we offer the London Living Wage to all our front line staff and support teams on personal development and have great support structures internally to support the busy environment we work in
please visit our website for further information about our services and who we are
Job description
Job responsibilities
Team
Supervision
·
Supervise the Patient Assistant Team
·
Ensure that the Patient Assistant Team provides an excellent
service and meets all agreed targets
·
Be prepared to work as a member of the team at all times to
support the delivery of service and to act as a role model
Patient
contact
·
Provide an excellent first experience of the service by a
professional and welcoming manner whenever in contact with patients in person,
on the phone or through electronic communication
·
Encourage patients to engage with the practice through
making comments and suggestions via different mediums of communications
·
Encourage participation in the patient reference group and
play an active role in ensuring the group is relevant, accessible and able to
influence the way services are delivered
·
Actively promote the patient questionnaire and other ways of
getting patient feedback and deal with patient complaints
·
Take responsibility for the patient experience, the quality
of information, the quality of the waiting area. Seek and act on patient suggestions for
improving services
·
Support and develop patient engagement activities and in
particular support all activities devoted to increasing the amount of patient
self-management
Patient
administration
·
To be a first point of contact for patients requiring
general information relating to the practice, procedures, registration finance
etc.
·
Post should be opened, stamped, and sorted to the
appropriate persons and distributed to the appropriate site daily, in a timely
manner.
·
Notes should be made up and stored appropriately
·
Fees for non-NHS services should be received and
appropriately recorded within the legal timeframe
·
Filing, scanning, coding and retrieval of paperwork and
clinical documents
·
Registrations and deductions and workflow tasks
·
Information entered on the clinical system should be clear
and accurate.
·
Dealing with patient complaints
·
Process requests for repeat prescriptions according to
practice guidelines
·
Book interpreter/advocates as requested
·
If possible assist with interpreting as necessary
·
Process requests for patient transport
·
Deal with patient samples in a clinically safe manner
·
Ensure that measures to promote and maintain high levels of
hygiene and control of clinical infection are in place
Job description
Job responsibilities
Team
Supervision
·
Supervise the Patient Assistant Team
·
Ensure that the Patient Assistant Team provides an excellent
service and meets all agreed targets
·
Be prepared to work as a member of the team at all times to
support the delivery of service and to act as a role model
Patient
contact
·
Provide an excellent first experience of the service by a
professional and welcoming manner whenever in contact with patients in person,
on the phone or through electronic communication
·
Encourage patients to engage with the practice through
making comments and suggestions via different mediums of communications
·
Encourage participation in the patient reference group and
play an active role in ensuring the group is relevant, accessible and able to
influence the way services are delivered
·
Actively promote the patient questionnaire and other ways of
getting patient feedback and deal with patient complaints
·
Take responsibility for the patient experience, the quality
of information, the quality of the waiting area. Seek and act on patient suggestions for
improving services
·
Support and develop patient engagement activities and in
particular support all activities devoted to increasing the amount of patient
self-management
Patient
administration
·
To be a first point of contact for patients requiring
general information relating to the practice, procedures, registration finance
etc.
·
Post should be opened, stamped, and sorted to the
appropriate persons and distributed to the appropriate site daily, in a timely
manner.
·
Notes should be made up and stored appropriately
·
Fees for non-NHS services should be received and
appropriately recorded within the legal timeframe
·
Filing, scanning, coding and retrieval of paperwork and
clinical documents
·
Registrations and deductions and workflow tasks
·
Information entered on the clinical system should be clear
and accurate.
·
Dealing with patient complaints
·
Process requests for repeat prescriptions according to
practice guidelines
·
Book interpreter/advocates as requested
·
If possible assist with interpreting as necessary
·
Process requests for patient transport
·
Deal with patient samples in a clinically safe manner
·
Ensure that measures to promote and maintain high levels of
hygiene and control of clinical infection are in place
Person Specification
Experience
Essential
- experience in general practice
- emis web knowledge
- experience of managing large teams
- working under pressure
Desirable
- Experience of working in primary care
- Experience of working in a GP practice
Person Specification
Experience
Essential
- experience in general practice
- emis web knowledge
- experience of managing large teams
- working under pressure
Desirable
- Experience of working in primary care
- Experience of working in a GP practice
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.
