Job summary
We are looking to recruit an intuitive individual, with a passion for providing patient care and excellent service, who is able to work flexibly across both Reception and Administration and be a key team player.
The ideal candidate will have experience in Primary Care services or similar and will be able to be responsible for undertaking a wide range of reception
and administrative duties and a source of support to the multidisciplinary
team.
Duties can include, but are not limited to, supporting the
administration and receptionist teams with patient registration, booking
appointments, processing of information (electronic and hard copy) in a timely
manner and in accordance with current policies.
To support staff with the distribution of information,
messages and enquiries for the clinical team, liaising with multidisciplinary
team members and external agencies such as secondary care and community service
providers.
We will provide a full induction programme and management
will support you throughout the process.
Main duties of the job
The following are the core responsibilities of the role.
There may be, on occasion, a requirement to carry out other tasks; this will be
dependent upon factors such as workload and staffing levels:
Process incoming and outgoing mail
File and store records as required
Photocopy documentation as required
Process changes to patient registration, deduction of record
and new patient registration
Input data into the
patients healthcare records as necessary
Answer incoming phone calls, transferring calls or dealing
with the callers requests appropriately
Welcome patients and visitors to the organisation, directing
requests appropriately
Always maintain a clean, tidy, effective working area
Support all clinical staff with general administrative tasks
as requested
Partake in audit as directed by the audit lead
Support staff, providing cover during staff absences
Book appointments
Complete opening and closing procedures in accordance with
the duty rota
This list is not exhaustive and there may be, on occasion, a requirement to carry out other
tasks. This will be dependent upon factors such as workload and staffing levels
About us
The Vine Medical Centre is located near Hampton Court Palace in the heart of East Molesey, providing GP services to over 8000 patients. We have a steady patient satisfactory rate of 96%.
Our team consists of 3 Partners, 2 salaried GPs, 1 Advanced Nurse Practitioner, 2 Practice Nurses and a highly experienced mix of managers, receptionists and administrators.
Being part of East Elmbridge PCN, we also have access to many other services including First Contact Practitioners and Social Prescribing.
The Vine prides itself on being a teaching practice, enabling placements for medical students, GP trainees and student nurses.
We hold regular team meetings where all of the staff are encouraged to contribute opinions and ideas in a nurturing, safe and up beat environment.
All employees are eligible to join the NHS Pension and are provided with a generous annual leave allowance.
Job description
Job responsibilities
All staff at this organisation have a duty to conform to the
following:
Equality, Diversity and Inclusion (ED&I): A good attitude and positive action towards Equality
Diversity & Inclusion creates an environment where all individuals can
achieve their full potential. Creating such an environment is important for
three reasons it improves operational effectiveness, it is morally the right
thing to do and it is required by law.
Safety, Health, Environment and Fire (SHEF): This organisation is committed to supporting and promoting
opportunities for staff to maintain their health, wellbeing and safety.
The post holder is to manage and assess risk within the
areas of responsibility, ensuring adequate measures are in place to protect
staff and patients, and monitor work areas and practices to ensure they are
safe and free from hazards, and conform to health, safety and security
legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health
and safety at work for themselves, their team and others, and to cooperate with
employers to ensure compliance with health and safety requirements.
Confidentiality: The organisation is committed to maintaining an outstanding
confidential service. Patients entrust and permit us to collect and retain
sensitive information relating to their health and other matters pertaining to
their care. They do so in confidence and have a right to expect that all staff
will always respect their privacy and maintain confidentiality.
Quality and Continuous Improvement (CI): To preserve and improve the quality of the organisations
outputs, all personnel are required to think not only of what they do but how
they achieve it. By continually re-examining our processes, we will be able to
develop and improve the overall effectiveness of the way we work. The
responsibility for this rests with everyone working within the organisation, to
look for opportunities to improve quality and share good practice and to
discuss, highlight and work with the team to create opportunities to improve
patient care.
Staff should interpret national strategies and policies into
local implementation strategies that are aligned to the values and culture of
general practice.
All staff are to contribute to investigations and root cause
analyses whilst participating in serious incident investigations and
multidisciplinary case reviews.
Learning and development: The post holder will undertake mentorship for team members,
and disseminate learning and information gained to other team members to share
good practice and inform others about current and future developments (e.g.,
courses and conferences).
The post holder will provide an educational role to
patients, carers, families and colleagues in an environment that facilitates
learning.
Collaborative working: All staff are to recognise the significance of collaborative
working, understand their own role and scope, and identify how this may develop
over time. Staff are to prioritise their own workload and ensure effective
time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the
post holder is to work as an effective and responsible team member, supporting
others and exploring the mechanisms to develop new ways of working, and working
effectively with others to clearly define values, direction and policies
impacting upon care delivery.
Effective communication is essential, and all staff must
ensure they communicate in a manner which enables the sharing of information in
an appropriate manner.
Managing information: All staff should use technology and appropriate software as
an aid to management in the planning, implementation and monitoring of care and
presenting and communicating information.
Service delivery: Staff will be given detailed information during the
induction process regarding policy and procedure. The post holder must adhere to the
information contained within the organisations local policies and regional
directives, ensuring protocols are always adhered to.
Security: The security of the organisation is the responsibility of
all personnel. The post holder must ensure they always remain vigilant and
report any suspicious activity immediately to their line manager.
Professional conduct: All staff are required to dress appropriately for their role
and behave in an appropriate manner and in accordance with Practice Policy.
Leave: All personnel are entitled to take leave. Line managers are
to ensure all their staff are afforded the opportunity to take annual leave each
year and are encouraged to take all their leave entitlement.
Public holidays will be calculated on a pro-rated basis
dependent on the number of hours worked.
Job description
Job responsibilities
All staff at this organisation have a duty to conform to the
following:
Equality, Diversity and Inclusion (ED&I): A good attitude and positive action towards Equality
Diversity & Inclusion creates an environment where all individuals can
achieve their full potential. Creating such an environment is important for
three reasons it improves operational effectiveness, it is morally the right
thing to do and it is required by law.
Safety, Health, Environment and Fire (SHEF): This organisation is committed to supporting and promoting
opportunities for staff to maintain their health, wellbeing and safety.
The post holder is to manage and assess risk within the
areas of responsibility, ensuring adequate measures are in place to protect
staff and patients, and monitor work areas and practices to ensure they are
safe and free from hazards, and conform to health, safety and security
legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health
and safety at work for themselves, their team and others, and to cooperate with
employers to ensure compliance with health and safety requirements.
Confidentiality: The organisation is committed to maintaining an outstanding
confidential service. Patients entrust and permit us to collect and retain
sensitive information relating to their health and other matters pertaining to
their care. They do so in confidence and have a right to expect that all staff
will always respect their privacy and maintain confidentiality.
Quality and Continuous Improvement (CI): To preserve and improve the quality of the organisations
outputs, all personnel are required to think not only of what they do but how
they achieve it. By continually re-examining our processes, we will be able to
develop and improve the overall effectiveness of the way we work. The
responsibility for this rests with everyone working within the organisation, to
look for opportunities to improve quality and share good practice and to
discuss, highlight and work with the team to create opportunities to improve
patient care.
Staff should interpret national strategies and policies into
local implementation strategies that are aligned to the values and culture of
general practice.
All staff are to contribute to investigations and root cause
analyses whilst participating in serious incident investigations and
multidisciplinary case reviews.
Learning and development: The post holder will undertake mentorship for team members,
and disseminate learning and information gained to other team members to share
good practice and inform others about current and future developments (e.g.,
courses and conferences).
The post holder will provide an educational role to
patients, carers, families and colleagues in an environment that facilitates
learning.
Collaborative working: All staff are to recognise the significance of collaborative
working, understand their own role and scope, and identify how this may develop
over time. Staff are to prioritise their own workload and ensure effective
time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the
post holder is to work as an effective and responsible team member, supporting
others and exploring the mechanisms to develop new ways of working, and working
effectively with others to clearly define values, direction and policies
impacting upon care delivery.
Effective communication is essential, and all staff must
ensure they communicate in a manner which enables the sharing of information in
an appropriate manner.
Managing information: All staff should use technology and appropriate software as
an aid to management in the planning, implementation and monitoring of care and
presenting and communicating information.
Service delivery: Staff will be given detailed information during the
induction process regarding policy and procedure. The post holder must adhere to the
information contained within the organisations local policies and regional
directives, ensuring protocols are always adhered to.
Security: The security of the organisation is the responsibility of
all personnel. The post holder must ensure they always remain vigilant and
report any suspicious activity immediately to their line manager.
Professional conduct: All staff are required to dress appropriately for their role
and behave in an appropriate manner and in accordance with Practice Policy.
Leave: All personnel are entitled to take leave. Line managers are
to ensure all their staff are afforded the opportunity to take annual leave each
year and are encouraged to take all their leave entitlement.
Public holidays will be calculated on a pro-rated basis
dependent on the number of hours worked.
Person Specification
Qualifications
Essential
- GCSE Mathematics & English (C or above) or equivalent
- Previous experience in a public facing service role
- Experience of administrative duties
Desirable
- NVQ Level 2 in Health and Social Care
- Experience of working in a healthcare setting
Experience
Essential
- Experience of working with the general public
- Experience of working in a team
Desirable
- Experience of working in a GP Practice
- Experience of working within the NHS
Skills & Attributes
Essential
- Excellent communication skills (written and oral)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Desirable
- EMIS user skills
- Willingness to work flexible hours when required to meet work demands
- Strong IT skills
Person Specification
Qualifications
Essential
- GCSE Mathematics & English (C or above) or equivalent
- Previous experience in a public facing service role
- Experience of administrative duties
Desirable
- NVQ Level 2 in Health and Social Care
- Experience of working in a healthcare setting
Experience
Essential
- Experience of working with the general public
- Experience of working in a team
Desirable
- Experience of working in a GP Practice
- Experience of working within the NHS
Skills & Attributes
Essential
- Excellent communication skills (written and oral)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Desirable
- EMIS user skills
- Willingness to work flexible hours when required to meet work demands
- Strong IT skills
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.