Job summary
Due to increased patient demand, we are looking for a new (part or full time) team member to join our reception and patient adviser team at Portland Medical.
We are a GP practice covering the whole of Croydon. Our dedicated Health Care Professionals provide excellent Primary Care services to suit all ages: Remote telephone / Video and Face to face appointments in our GP practice.
With a focus on patient care and staff wellbeing, we are pioneering new and innovative digital services where possible. This helps us to create a smooth patient journey and allow our staff to work in an exiting and flexible environment.
The practice opening times are 08.00 - 18.30 Monday, Thursday and Friday 08.00 - 20.00 Tuesday and Wednesday and Saturday 08.30 - 13.30 and you will be required to cover certain hours within this time frame.
Your role will be to receive incoming patient and manage various administrative tasks. You must have excellent Communication and Customer Service skills to assist our patients in an efficient manner while still maintaining a high level of professionalism.
You will provide a positive and professional image at all times. Receive, advise and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Advise and support patients and colleagues in accessing all new technological processes and procedures introduced by the practice.
Main duties of the job
Duties may vary from time to time under the
direction of the Finance and Operations Manager depending upon current and evolving
workload, technological advancements and staffing levels. The Practice reserves
the right to alter these if deemed necessary
- Receiving
all visitors and patients with a
positive and professional image at all times
- Answer
both external and internal telephone calls and re-direct or deal with as
necessary
- Support
clinicians during practice hours, providing assistance as required
- Process
prescription requests in accordance with practice guidelines
- Deal
with patient enquiries and make new and follow-up appointments
- Take
requests for home visits and action according to Practice Policy
- Pass
on test results to patients, where appropriate, in person, by telephone or
other agreed electronic method
- Make
appointments for private medical examinations
- Liaise
with clinical software company regarding any system problems
- Liaise
with the call centre regarding any telephone system problems
About us
We are a dynamic and forward-thinking GP Practice in South East London, servicing more than 14,600 patients.
We offer remote consultations via video and telephone, in clinic consultations and Paramedic Home visits for our frail and elderly patient population.
We have an excellent Nursing and Health Care Assistant team providing high quality care within our practice.
We are the first practice in SW London to promote remote triage and appointment bookings and provide patients with an AI powered access functionality.
We have invested in digital innovation, for example a new generation telephone system allowing most of our staff to work remotely and in 2021 we are nominated as the best GP team in England at the GP awards.
We understand the benefits of utilising the skills and knowledge of a multi skilled and diverse workforce, therefore we are looking to employ a Patient adviser to join our team.
Job description
Job responsibilities
Job Responsibilities:
Duties
may vary from time to time under the direction of the Finance and Operations Manager
depending upon current and evolving workload, technological advancements and
staffing levels. The Practice reserves the right to alter these if deemed
necessary.
General
To have a thorough knowledge of all Practice procedures
To work in accordance with written protocols and/or guidelines
To develop a good understanding of the clinical and practice
software systems
To be able to effectively communicate either in person, via the
telephone or by other available electronic methods
Filing, scanning and photocopying as appropriate
Open all incoming post, date stamp and distribute according to
practice procedures
Ensure all out-going post is franked and sent out in a timely
fashion
Separate all internal post and ensure this is passed on
appropriately to the specified courier service
Opening and locking of practice premises and maintaining
security in accordance with practice procedure
- Participate
in all practice training events and attend courses as required by your
manager
- Attend
Practice and Staff meetings as required
Reception
- Receiving
all visitors and patients with a
positive and professional image at all times
- Answer
both external and internal telephone calls and re-direct or deal with as
necessary
- Support
clinicians during surgeries providing assistance as required
- Process
prescription requests in accordance with practice guidelines
- Deal
with patient enquiries and make new and follow-up appointments
- Take
requests for home visits and action according to Practice Policy
- Pass
on test results to patients, where appropriate, in person, by telephone or
other agreed electronic method
- Facilitate
and advise regarding the booking of transport for hospital appointments
- Book
interpreter service where necessary
- Make
appointments for medical examinations
- Liaise
with clinical software company regarding any system problems
- Liaise
with the telephone company regarding any system problems
Medical Records
Process patients change of address, telephone number, e-mail address
and any other information
Shred all electronically recorded information
- Scan documents
directly into the patients electronic records as required
- Record
the destination of prescriptions on the patient medical record
Information Governance and Data Protection
- 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
- All
staff will be required to carry out annual Information Governance training
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
Using personal security systems within the workplace according
to practice guidelines
Identifying the risks involved in work activities and
undertaking such 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 identified
- Undertaking
mandatory annual infection control and fire safety training
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 recognises 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
- All staff will
be expected to carry training on an annual basis
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
Job description
Job responsibilities
Job Responsibilities:
Duties
may vary from time to time under the direction of the Finance and Operations Manager
depending upon current and evolving workload, technological advancements and
staffing levels. The Practice reserves the right to alter these if deemed
necessary.
General
To have a thorough knowledge of all Practice procedures
To work in accordance with written protocols and/or guidelines
To develop a good understanding of the clinical and practice
software systems
To be able to effectively communicate either in person, via the
telephone or by other available electronic methods
Filing, scanning and photocopying as appropriate
Open all incoming post, date stamp and distribute according to
practice procedures
Ensure all out-going post is franked and sent out in a timely
fashion
Separate all internal post and ensure this is passed on
appropriately to the specified courier service
Opening and locking of practice premises and maintaining
security in accordance with practice procedure
- Participate
in all practice training events and attend courses as required by your
manager
- Attend
Practice and Staff meetings as required
Reception
- Receiving
all visitors and patients with a
positive and professional image at all times
- Answer
both external and internal telephone calls and re-direct or deal with as
necessary
- Support
clinicians during surgeries providing assistance as required
- Process
prescription requests in accordance with practice guidelines
- Deal
with patient enquiries and make new and follow-up appointments
- Take
requests for home visits and action according to Practice Policy
- Pass
on test results to patients, where appropriate, in person, by telephone or
other agreed electronic method
- Facilitate
and advise regarding the booking of transport for hospital appointments
- Book
interpreter service where necessary
- Make
appointments for medical examinations
- Liaise
with clinical software company regarding any system problems
- Liaise
with the telephone company regarding any system problems
Medical Records
Process patients change of address, telephone number, e-mail address
and any other information
Shred all electronically recorded information
- Scan documents
directly into the patients electronic records as required
- Record
the destination of prescriptions on the patient medical record
Information Governance and Data Protection
- 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
- All
staff will be required to carry out annual Information Governance training
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
Using personal security systems within the workplace according
to practice guidelines
Identifying the risks involved in work activities and
undertaking such 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 identified
- Undertaking
mandatory annual infection control and fire safety training
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 recognises 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
- All staff will
be expected to carry training on an annual basis
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
Person Specification
Qualifications
Essential
- GCSE level qualification in English, Maths and IT grade A-C or equivalent
- Experience of working in a customer facing environment.
- Excellent keyboard and computer skills
- Excellent communication skills
- Excellent customer service skills
- Familiar with emails and using the internet
- Ability to organise workload priorities
- Ability to use own judgement and initiative when dealing with problems and enquiries
- Ability to communicate positively with patients and all members of the practice team and outside organisations
- Ability to recognise, accept and adhere to the need for strict confidentiality
- Good knowledge of English language and grammar
- Ability to work independently, but also as a team member
- Flexible and adaptable
- A demonstrable commitment to professional development
Desirable
- Knowledge of Emis clinical system
- Other academic qualifications at Advanced level.
- NVQ level 2/3 Business/Admin
- Additional spoken languages
Person Specification
Qualifications
Essential
- GCSE level qualification in English, Maths and IT grade A-C or equivalent
- Experience of working in a customer facing environment.
- Excellent keyboard and computer skills
- Excellent communication skills
- Excellent customer service skills
- Familiar with emails and using the internet
- Ability to organise workload priorities
- Ability to use own judgement and initiative when dealing with problems and enquiries
- Ability to communicate positively with patients and all members of the practice team and outside organisations
- Ability to recognise, accept and adhere to the need for strict confidentiality
- Good knowledge of English language and grammar
- Ability to work independently, but also as a team member
- Flexible and adaptable
- A demonstrable commitment to professional development
Desirable
- Knowledge of Emis clinical system
- Other academic qualifications at Advanced level.
- NVQ level 2/3 Business/Admin
- Additional spoken languages
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.
