Job summary
Thurleigh Road Practice is a Medium sized GP surgery operating from a purpose-built premise in SW12. We provide primary medical services to over 14,000 patients between 07.30 to 19.30 Monday to Friday. We are offering an exciting opportunity for the right applicant to join our practice team working 37.5 hours per week Monday to Friday.
We are looking for an enthusiastic, positive and self-motivated individual who can work both independently and as part of our growing team. The role offers a broad range of development and career opportunities as your skills and knowledge of our practice grows.
The role is a crucial part of the surgery for many patients and external services. They are a key contact within the practice, delivering high-quality patient care. Duties will include supporting clinicians, the PCN Social Prescriber, link workers, council and voluntary services and community organisations to ensure health care planning is timely, efficient and patient-centred. The role plays an important part in quality improvement for the overall practice population by supporting the practice with a clinical safety net, health promotion and call/recall systems.
To apply for this position, please provide a CV. Please include a contact phone number and email address.
Main duties of the job
Provide an efficient and courteous service to patients and other people visiting, phoning, online and emailing the surgery and deal with their requests, queries and communications professionally, empathically and in a timely manner.
Liaise with vulnerable patients and their families and carers to organise reviews of patients with particular conditions including learning disabilities, long term conditions, mental illness and dementia.
Liaise with secondary care, community services, social care and other services to coordinate the care of complex patients e.g. those who are care managed/frequent attenders/housebound/disabled.
To support management in ensuring the practice QOF, PACT and enhanced service checks are completed by undertaking proactive call and recall processes in line with practice procedure.
Dealing with daily intake of patient queries regarding Prescription requests, test results, other non-clinical queries.
Deal safely and appropriately with messages received to and from doctors, other staff members and patients and ensure everything is either noted, handed on and/or completed accurately, competently and professionally without exception.
Carry out all patient-focused administrative tasks, duties and responsibilities including patient registrations, management of electronic and paper records, ordering ambulances, contacting hospitals, managing documents, emails and patient requests etc.
About us
Thurleigh Road Practice is a friendly, supportive and innovative training practice of 14,500 patients operating in modern purpose-built premises situated in a pleasant residential area between Clapham and Wandsworth Common.
We are part of The Nightingale PCN (Thurleigh Road Practice and Balham Park Surgery) and our expanding PCN staffing include a Clinical Pharmacist, First Contact Practitioner, Social Prescriber and Care Coordinators.
We hold weekly clinical meetings to offer peer support as well as informal daily catch-up sessions and regular nurse check-ins. The practice is not normally open on weekends or bank holidays.
Job description
Job responsibilities
Provide an efficient and courteous service to patients and other people visiting, phoning, online and emailing the surgery and deal with their requests, queries and communications professionally, empathically and in a timely manner.
Be the first point of contact for our patients.
Liaise with vulnerable patients and their families and carers to organise reviews of patients with particular conditions including learning disabilities, long term conditions, mental illness and dementia.
Liaise with secondary care, community services, social care and other services to coordinate the care of complex patients e.g. those who are care managed/frequent attenders/housebound/disabled. Help to coordinate community care agents, secondary care and hospital transport (as above) as well as identifying patients who frequently do not attend appointments.
To support management in ensuring the practice QOF, PACT and enhanced service checks are completed by undertaking proactive call and recall processes in line with practice procedure.
Dealing with daily intake of patient queries regarding Prescription requests, test results, other non-clinical queries.
Monitor the arrival of patients, supervise the waiting areas and ensure patients and visitors are safe and moving through the practice at the correct speed..
Ensure the reception and waiting areas are tidy and presentable at all times.
Arrange appointments for patients based on the information they provide, using the practice computer system and following practice protocols.
Deal safely and appropriately with messages received to and from doctors, other staff members and patients and ensure everything is either noted, handed on and/or completed accurately, competently and professionally without exception.
Carry out all patient-focused administrative tasks, duties and responsibilities including patient registrations, management of electronic and paper records, ordering ambulances, contacting hospitals, managing documents, emails and patient requests etc.
Provide a level of customer service and communication both verbal and written to resolve issues for patients and avoid confrontation. Recognise when to escalate a situation or when one might be developing - where intervention by a relevant colleague is necessary to defuse/resolve customer service/patient issues.
Personal qualities required
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with all team members.
Communicate effectively with patients and carers.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Communicate on a proactive basis, as well as a responsive basis.
Be resourceful and resilient. Work flexibly in recognising, understanding and dealing with conflicting demands and stressful situations.
Work as a member of a team - be able to both give and receive help and support.
Punctuality being completely ready to commence work at the agreed start time.
Attention to detail throughout for every element of the reception/admin role.
Be a completer-finisher for every task or work as part of a team to achieve this quality in everything you do.
Job description
Job responsibilities
Provide an efficient and courteous service to patients and other people visiting, phoning, online and emailing the surgery and deal with their requests, queries and communications professionally, empathically and in a timely manner.
Be the first point of contact for our patients.
Liaise with vulnerable patients and their families and carers to organise reviews of patients with particular conditions including learning disabilities, long term conditions, mental illness and dementia.
Liaise with secondary care, community services, social care and other services to coordinate the care of complex patients e.g. those who are care managed/frequent attenders/housebound/disabled. Help to coordinate community care agents, secondary care and hospital transport (as above) as well as identifying patients who frequently do not attend appointments.
To support management in ensuring the practice QOF, PACT and enhanced service checks are completed by undertaking proactive call and recall processes in line with practice procedure.
Dealing with daily intake of patient queries regarding Prescription requests, test results, other non-clinical queries.
Monitor the arrival of patients, supervise the waiting areas and ensure patients and visitors are safe and moving through the practice at the correct speed..
Ensure the reception and waiting areas are tidy and presentable at all times.
Arrange appointments for patients based on the information they provide, using the practice computer system and following practice protocols.
Deal safely and appropriately with messages received to and from doctors, other staff members and patients and ensure everything is either noted, handed on and/or completed accurately, competently and professionally without exception.
Carry out all patient-focused administrative tasks, duties and responsibilities including patient registrations, management of electronic and paper records, ordering ambulances, contacting hospitals, managing documents, emails and patient requests etc.
Provide a level of customer service and communication both verbal and written to resolve issues for patients and avoid confrontation. Recognise when to escalate a situation or when one might be developing - where intervention by a relevant colleague is necessary to defuse/resolve customer service/patient issues.
Personal qualities required
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with all team members.
Communicate effectively with patients and carers.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Communicate on a proactive basis, as well as a responsive basis.
Be resourceful and resilient. Work flexibly in recognising, understanding and dealing with conflicting demands and stressful situations.
Work as a member of a team - be able to both give and receive help and support.
Punctuality being completely ready to commence work at the agreed start time.
Attention to detail throughout for every element of the reception/admin role.
Be a completer-finisher for every task or work as part of a team to achieve this quality in everything you do.
Person Specification
Qualifications
Essential
- GCSE grades A to C in English and Maths or equivalent.
- Educated to GCSE level or equivalent (English and Maths GCSE) grade 6-7
- Efficient in the use of Microsoft office applications
Desirable
- Basic IT qualification such as ECDL
- NVQ Level 2 in Health and Social Care
- ECDL or Other equivalent IT qualification
- AMSPAR Diploma in Medical Administration
Experience
Essential
- Experience of working with the general public
- Experience of working within a pressurised environment
Desirable
- Experience of working in a GP Practice
- Previous Medical assistant/receptionist experience, preferably within a healthcare setting or similar.
- Experience of administrative duties
- Experience of working in a healthcare setting
Person Specification
Qualifications
Essential
- GCSE grades A to C in English and Maths or equivalent.
- Educated to GCSE level or equivalent (English and Maths GCSE) grade 6-7
- Efficient in the use of Microsoft office applications
Desirable
- Basic IT qualification such as ECDL
- NVQ Level 2 in Health and Social Care
- ECDL or Other equivalent IT qualification
- AMSPAR Diploma in Medical Administration
Experience
Essential
- Experience of working with the general public
- Experience of working within a pressurised environment
Desirable
- Experience of working in a GP Practice
- Previous Medical assistant/receptionist experience, preferably within a healthcare setting or similar.
- Experience of administrative duties
- Experience of working in a healthcare setting
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.
