Job summary
The individual will play a key role in delivering a high
quality and timely appointment management service for the Workington GP
Practice. This role will work as part of the
triage team supporting the following key functions:
Booking
appointments for patients following guidance from the clinical triage team
including handling the task boxes for face to face and telephone calls
Handling the
booking of patient appointments from Nursing and Health Care Assistant team
task management system
Work with the
management team and support with re booking of appointments from cancelled
clinics
Running reports
on patient DNA and liaising with management re patients who frequently DNA
appointment
Main duties of the job
To undertake the
booking and scheduling of appointments in a timely manner following guidance
from the clinical triage team. Patients should be contacted by telephone and
confirmation of appointment sent via Accurx- where appropriate. All modes of
contact should be recorded in the patient notes.
Effective use of
the practice appointment system, to include booking appointments and assisting
with the maintaining/monitoring the appointment system, including processing of
online triage requests
At very short notice
support with the cancellation of clinics and re-allocation of appointments to
ensure maximum use of all available time slots
Monitor all
appointment books on a daily basis to ensure that any available slots are
changed to accommodate any backlogs and appointments are filled in a timely
manner
Ensure that the
appointments books are reviewed and deleting any empty slots from the Duty
Doctor, triage telephone call, HV service etc so that appointment data
collection is correct
Running reports
on patient DNA & failed encounters, liaising with management on any actions
that may need to be put in place
Escalate
patient queries, capacity problems and general issues to the relevant
Operational Service Manager
Ensure
that when handling patient information or discussing patient needs,
confidentiality guidelines are strictly adhered to and that close attention is
given to NCPC Confidentiality Policy and Information Governance guidelines
About us
North Cumbria Primary Care Ltd (NCPC) is an innovative not for profit social enterprise, established to create a network of great surgeries which sustains and supports the development of general practice across the local area. We enable our member general practices to continue to operate as local family practices with the benefit of a large and robust infrastructure to provide support. Primary Care in Workington is currently going through a major transformational redesign of our clinical model to develop and sustain primary care services, support new ways of working to increase efficiency and improve patient experience of the services we deliver.
Job description
Job responsibilities
You will work as part of our triage admin team and full
support and training will be provided. The work is varied and interesting due
to booking appointments for a variety of clinics. The necessity to be able to
prioritise own workload is essential.
The post will require a considerable amount of patient
contact (by telephone) therefore the successful candidate will need to have
good communication skills including an outstanding telephone manner and
organisational skills. As well as excellent IT/data input skills you will be
proficient in the use of the EMIS clinical system and Accurx system and demonstrate
a high level understanding of confidentiality.
The ability to work under pressure is essential both
individually and as part of a team to ensure that appointment deadlines are
met. Good organisational and interpersonal skills are essential in order to be
able to achieve this.
This job description is intended to provide a general overview of the
role. It is not an exhaustive list of all responsibilities, duties, or
qualifications required for this role. Employees may be required to perform
other related duties as assigned to meet the ongoing needs of the practice.
Job description
Job responsibilities
You will work as part of our triage admin team and full
support and training will be provided. The work is varied and interesting due
to booking appointments for a variety of clinics. The necessity to be able to
prioritise own workload is essential.
The post will require a considerable amount of patient
contact (by telephone) therefore the successful candidate will need to have
good communication skills including an outstanding telephone manner and
organisational skills. As well as excellent IT/data input skills you will be
proficient in the use of the EMIS clinical system and Accurx system and demonstrate
a high level understanding of confidentiality.
The ability to work under pressure is essential both
individually and as part of a team to ensure that appointment deadlines are
met. Good organisational and interpersonal skills are essential in order to be
able to achieve this.
This job description is intended to provide a general overview of the
role. It is not an exhaustive list of all responsibilities, duties, or
qualifications required for this role. Employees may be required to perform
other related duties as assigned to meet the ongoing needs of the practice.
Person Specification
Qualifications
Essential
- Good general education
- Excellent standard of literacy
Professional Knowledge
Essential
- Knowledge in EMIS clinical system
- Knowledge of the Accurx system
- Excellent communication (orally and written) and listening skills
- The ability to manage multiple activities
- Good organisational skills
- Good team working skills
- Effective time management skills
- Ability to work independently following verbal or written instructions
- Experience in use of IT systems e.g. MS Outlook, MS Word, Excel and the internet
- Adaptable to change
- Computer literate
- Ability to work to defined protocols and seek advice where appropriate
Desirable
- Experience of working in a primary care setting would be beneficial
Personal skills and attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality
- Must be personable, polite and approachable
- Must be a team player
- Must be adaptable to change
- Able to work on own initiative
- Able to work under pressure and remain calm
- Flexible and adaptable
- Aware of own limitations
- Good organisational and interpersonal skills are essential
Job related requirements
Essential
- Have the ability to prioritise workload
- The ability to work under pressure is essential
- Ability to be pro-active
- Flexibility
- Reliability
- Excellent attendance record
Person Specification
Qualifications
Essential
- Good general education
- Excellent standard of literacy
Professional Knowledge
Essential
- Knowledge in EMIS clinical system
- Knowledge of the Accurx system
- Excellent communication (orally and written) and listening skills
- The ability to manage multiple activities
- Good organisational skills
- Good team working skills
- Effective time management skills
- Ability to work independently following verbal or written instructions
- Experience in use of IT systems e.g. MS Outlook, MS Word, Excel and the internet
- Adaptable to change
- Computer literate
- Ability to work to defined protocols and seek advice where appropriate
Desirable
- Experience of working in a primary care setting would be beneficial
Personal skills and attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality
- Must be personable, polite and approachable
- Must be a team player
- Must be adaptable to change
- Able to work on own initiative
- Able to work under pressure and remain calm
- Flexible and adaptable
- Aware of own limitations
- Good organisational and interpersonal skills are essential
Job related requirements
Essential
- Have the ability to prioritise workload
- The ability to work under pressure is essential
- Ability to be pro-active
- Flexibility
- Reliability
- Excellent attendance record
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.
