Job summary
Current vacancy is for 40 hours - shifts will be 8 hour days between the hours of 8.00 to 6.30
We are part of Bromley by Bow Health We do more than providing NHS General Practice Services, we change our local community while doing it so. We believe in four things: be compassionate; be a friend; have fun; assume its possible.
With our support and specialist training well provide, you will be able to continue changing your community from other areas of our administration team, management, clinical or community support. The choice is yours.
We are committed to taking an inclusive approach to recruitment and making it easy for people who feel nervous when doing interviews.
We particularly encourage applications from men, people with disabilities and older candidates, as these groups are underrepresented in our team and can help us better understand patients with similar identities.
We are passionate about creating an inclusive workplace that promotes and values diversity. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
Main duties of the job
To be the front face of the organisation and provide outstanding service to patients.
Contact with patients in reception, through phones or via digital means
Care of patients
Engagement with patients
Administration
Continuity of care
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.
You should be
Contact with patients
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
Provide an excellent experience of the surgery by maintaining the waiting area to a high standard and ensuring that all information materials on display are relevant, accessible and up to date
Engagement with patients
Encourage patients to engage with the practice through making comments and suggestions
Actively promote the patient questionnaire and other ways of getting patient feedback
Administration
To be a first point of contact for patients requiring general information relating to the practice, procedures, registration finance etc
About us
Bromley by Bow Health Centre is based within Bow in East London, we are part of the Bromley by Bow Health Partnership
We have 7800 patients on our site
Please see a link for our website
Health Centres | Bromley by Bow Centre (bbbc.org.uk
Job description
Job responsibilities
Job purpose
To support our Partners, the Community and the rest of our team in delivering the Vision, Mission and Values of the Bromley by Bow Health partnership.
Job Summary
To be the front face of the
organisation and provide outstanding service to patients.
In particular to have
responsibility for
Contact with
patients in reception, through phones or via digital means
Care of patients
Engagement with
patients
Administration
Continuity of
care
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.
Core Tasks and functions
Contact with patients
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
Provide an
excellent experience of the surgery by maintaining the waiting area to a high
standard and ensuring that all information materials on display are relevant,
accessible and up to date
Care of patients
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
Engagement with
patients
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.
Deliveries should
be received, signed for and stored appropriately
Notes should be
made up and stored appropriately
Fees for non-NHS
services should be received and appropriately recorded
Filing, scanning
and retrieval of paperwork
Registrations and
deductions
Information
entered on the clinical system should be clear and accurate.
To provide
general administrative support as required
Continuity of care
Handle the appointment system actively to provide, as far as possible,
continuity of care with the same clinician
While handling appointment requests with sensitivity promote self
management as far as possible and maintain a balance between routine and same
day appointments
Signpost patients to appropriate alternative sources of advice and
support
Take messages from patients with accuracy and pass on to appropriate
person as soon as possible;
Deal with patient correspondence accurately and in a timely manner
Scheduling
patient treatments or other procedures.
Ensure records
are available and complete prior to patient visits
Ensure documents
forms and consents are completed prior to, and after treatments
Coordination of
reminder procedures
Participate in meetings and learning
Play an active
role in team meetings and make every effort to build team working
Be responsible
for your own learning and development
Flexibility
Provide cover for members of
the team during episodes of sickness or annual leave. Be prepared to be flexible, and work at other
sites. You should be able to respond flexibly and positively to changes in the
requirements of this post. This job description is therefore a guide to the
level and range of responsibilities the post holder will be expected to
undertake initially, and the duties of the post may be altered from time to
time to meet the changing demands.
The post holder will be
expected to undertake additional duties as the requirements of the post
changes. Be prepared to undertake any additional duties as directed by your
line manager or senior managers.
General requirements
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 and 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 feeling
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.
- Recognise 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
Job purpose
To support our Partners, the Community and the rest of our team in delivering the Vision, Mission and Values of the Bromley by Bow Health partnership.
Job Summary
To be the front face of the
organisation and provide outstanding service to patients.
In particular to have
responsibility for
Contact with
patients in reception, through phones or via digital means
Care of patients
Engagement with
patients
Administration
Continuity of
care
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.
Core Tasks and functions
Contact with patients
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
Provide an
excellent experience of the surgery by maintaining the waiting area to a high
standard and ensuring that all information materials on display are relevant,
accessible and up to date
Care of patients
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
Engagement with
patients
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.
Deliveries should
be received, signed for and stored appropriately
Notes should be
made up and stored appropriately
Fees for non-NHS
services should be received and appropriately recorded
Filing, scanning
and retrieval of paperwork
Registrations and
deductions
Information
entered on the clinical system should be clear and accurate.
To provide
general administrative support as required
Continuity of care
Handle the appointment system actively to provide, as far as possible,
continuity of care with the same clinician
While handling appointment requests with sensitivity promote self
management as far as possible and maintain a balance between routine and same
day appointments
Signpost patients to appropriate alternative sources of advice and
support
Take messages from patients with accuracy and pass on to appropriate
person as soon as possible;
Deal with patient correspondence accurately and in a timely manner
Scheduling
patient treatments or other procedures.
Ensure records
are available and complete prior to patient visits
Ensure documents
forms and consents are completed prior to, and after treatments
Coordination of
reminder procedures
Participate in meetings and learning
Play an active
role in team meetings and make every effort to build team working
Be responsible
for your own learning and development
Flexibility
Provide cover for members of
the team during episodes of sickness or annual leave. Be prepared to be flexible, and work at other
sites. You should be able to respond flexibly and positively to changes in the
requirements of this post. This job description is therefore a guide to the
level and range of responsibilities the post holder will be expected to
undertake initially, and the duties of the post may be altered from time to
time to meet the changing demands.
The post holder will be
expected to undertake additional duties as the requirements of the post
changes. Be prepared to undertake any additional duties as directed by your
line manager or senior managers.
General requirements
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 and 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 feeling
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.
- Recognise 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
Experience
Essential
- Continuous focus on building positive and productive relationships, particularly with patients who are in distress, or in very busy environments
- Creating environments where others can feel your compassion and friendliness, as a mark of quality of welcoming customer services
- Seeking out opportunities for training and development and promoting change and quality improvement in a positive manner
- Working with collaboratively with others to make them feel more confident, capable and connected.
- 3 month customer service experience
Desirable
- Experience of working in a surgery or similar environment Use of EMIS clinical system Administrative experience
- 6 months working directly with members of the public in a busy customer care environment.
- Experience of answering telephone calls in a high call volume environment
- Experience of working as part of a team
Qualifications
Essential
- Education to GCSE level or above essential. (at least 3 GCSEs at A* - C)
Desirable
Person Specification
Experience
Essential
- Continuous focus on building positive and productive relationships, particularly with patients who are in distress, or in very busy environments
- Creating environments where others can feel your compassion and friendliness, as a mark of quality of welcoming customer services
- Seeking out opportunities for training and development and promoting change and quality improvement in a positive manner
- Working with collaboratively with others to make them feel more confident, capable and connected.
- 3 month customer service experience
Desirable
- Experience of working in a surgery or similar environment Use of EMIS clinical system Administrative experience
- 6 months working directly with members of the public in a busy customer care environment.
- Experience of answering telephone calls in a high call volume environment
- Experience of working as part of a team
Qualifications
Essential
- Education to GCSE level or above essential. (at least 3 GCSEs at A* - C)
Desirable
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.
