Job responsibilities
Job summary:
To support the running of North Shoebury Surgery to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone.
To facilitate patients accessing the clinical care provided by the surgery.
To support the health care professionals in providing that care.
To act as first point of contact for anyone accessing the PCN premises.
Job responsibilities:
General Duties
To manage the flow of patients arriving at the reception desk, for appointments, prescriptions, or queries.
Take general enquiries relating to all surgery services.
Liaise with patients to book/cancel appointments using the clinical system SystmOne.
Complete appointment template at time of booking.
Provide general support to the administrative team.
Support with day to day running of designated clinical services within the surgery.
Ensure essential stock is managed and ordered in a timely fashion to ensure smooth delivery of clinical services.
Action start and end of day procedures ensure answering machine service for out of hours information is directed appropriately switched to answer machine at close of business each day.
Dealing with all telephone queries/requests from patients and acting as liaison with the Doctors/Nurses/Allied Health Professionals as necessary.
Taking home visit requests as appropriate.
Taking in and distributing deliveries/post as required.
Sending letters/SMS reminders to patients as required.
Ensure building security have thorough knowledge of doors/windows/alarm.
Have knowledge of the fire evacuation procedures, support others with evacuation in the event of fire.
Keep IT equipment in good order, including charging devices. Liaise with IT if any faults arise with technology.
Ensure correspondence, reports, results etc. are filed electronically in correct patient record.
Maintaining surgery general enquires inbox and distributed accordingly.
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, hub staff and other healthcare workers. They may also have access to information relating to North Shoebury Surgery 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 North Shoebury may only be divulged to authorised persons in accordance with the surgery policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Training
Complete online training modules and face to face training as advised
Health & safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security.
Using personal security systems within the workplace according to practice guidelines, such as PPE.
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.
Actively reporting of health and safety hazards and infection hazards immediately when recognised.
Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
Undertaking periodic infection control training (minimum annually).
Reporting potential risks identified.
Demonstrate due regard for safeguarding and promoting the welfare of children.
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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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, 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.
- Recognize peoples needs for alternative methods of communication and respond accordingly.
Contribution to the implementation of services:
The post-holder will:
- Apply North Shoebury Surgery 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.
This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time.
