Job summary
Part Time 21 hours per week
We are currently seeking an experienced GP patient care advisor who has experience of working within a GP setting. The working pattern involves shift.
Being an experienced GP Patient Care Advisor or GP Receptionist with an impressive track record, you can afford to be choosy about your next career move. There are plenty of good reasons to choose us. A high performing Trust, where clinicians actively shape services.
Here, you will work in purpose built, state of the art facilities. You will help us build on our excellent reputation and you will be instrumental in enhancing our capacity to deliver world-class service. You will be glad you chose to join our team.
Marshalls Cross Medical Practice is located within St Helens Hospital and currently looks after 5100 patients, many of which are elderly with complex health requirements.
This post requires a Standard DBS check.
Interview Date - To Be Confirmed
Main duties of the job
- Acknowledging a patients attendance at the desk within 2/3 minutes of arrival and advise any patient's queueing for appointments of the self-check-in service.
- Advising patients waiting for information that you will be with them as soon as possible and to call for assistance where necessary.
- Observing appointments and clinics that are running late and advise patients waiting and offer apologies.
- Dealing with all general enquiries, explaining procedures and making new and follow-up appointments using the EMIS system.
- Using sound judgment and communication skills to ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in line with the Practices guidelines.
- Ensuring that all new patients are registered on the electronic system promptly and accurately, this should be on the same day that they attend the practice to register.
- Being aware of your surroundings and of the patients in the waiting room and responding to the needs appropriately.
- Being aware of which Clinicians are currently working in the building and whether they have arrived for their clinics.
- Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover, whilst ensuring the Practice procedures are completed.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description
Job responsibilities
KEY DUTIES
- Acknowledging a patients attendance at the desk within 2/3 minutes of arrival and advise any patients queueing for appointments of the self-check-in service.
- Advising patients waiting for information that you will be with them as soon as possible and to call for assistance where necessary.
- Observing appointments and clinics that are running late and advise patients waiting and offer apologies.
- Dealing with all general enquiries, explaining procedures and making new and follow-up appointments using the EMIS system.
- Using sound judgment and communication skills to ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in line with the Practices guidelines.
- Ensuring that all new patients are registered on the electronic system promptly and accurately, this should be on the same day that they attend the practice to register.
- Being aware of your surroundings and of the patients in the waiting room and responding to the needs appropriately.
- Being aware of which Clinicians are currently working in the building and whether they have arrived for their clinics.
- Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover, whilst ensuring the Practice procedures are completed.
- Receiving and making telephone calls as required on behalf of the practice and registered patients.
- Diverting calls and taking messages, ensuring accuracy of detail and prompt and appropriate delivery.
- Entering requests for home visits onto the home visiting sessions within EMIS ensuring careful recording of all relevant details and where necessary; referring to the visiting Advanced Nurse Practitioner or GP for advice.
- Action repeat prescription requests and ensuring they are ready for collection by the patient/chemist within 48 hours, either electronically or manually.
- Receiving urine and blood samples, conducting Dip testing and send samples off for analysis in line with Practice procedures.
- Ensuring that all medical samples are correctly labelled.
- Completing identified admin tasks on a daily basis and reporting any areas of concern in a timely manner.
- Completing scanning, EDTs and clinical coding as necessary.
- Ensuring Practice emails are checked and responded to daily or are appropriately filed.
- Advising patients of relevant charges for private (Non General Medical Services) services, accepting payments and issuing receipts.
- Entering patient information on the appropriate Practice systems in line with correct procedures and timeframes.
- Managing difficult/confrontational situations in a calm and reassuring manner and if a patients/visitors behaviour becomes unacceptably abusive or aggressive referring to your line manager for support.
- Screening enquiries for the doctors and medical staff.
- Ensuring you provide a professional, timely and detailed handover to the receiving member of staff in your team.
PATIENT NOTES &CORRESPONDENCE
- Retrieving and re-filing records as required, ensuring strict alphabetical order and chronology is adhered to.
- Ensuring correspondence, reports, results/scanned documents are filed promptly and in the correct records
- Accurately collecting, storing and retrieving personal patient details and information in line with data protection and Caldecott requirements.
- Ensuring all recent correspondence is available when patients are seen by clinicians.
- Ensuring all paper records are kept in good repair with all necessary information on the outside cover clearly visible.
- Opening and date stamping post and then forwarding it onto the relevant parties in line with Practice procedures.
- Writing letters and correspondence on behalf of the surgery and medical staff.
- Liaising with couriers and delivery companies.
PREMISES
- Opening up premises at the start of the day when first to arrive, making all necessary preparations to receive patients - following the opening up protocol.
- When last to leave at the end of the day, ensuring that the building is totally secured and all internal lights/equipment is off - following the closing up protocol.
- Keeping all working environment clean, tidy and free from clutter at all times.
- Ensuring that the medical consulting rooms and waiting areas are fully stocked with essential information / supplies and are maintained to a good standard.
- Conducting daily checks to ensure Health and Safety and Legal requirements are adhered to including checking and recording room and fridge temperatures.
- Reporting all faults/repairs in a timely manner using the Trusts electronic reporting system.
- Undertaking all additional duties and tasks requested by the Practice Manager that are commensurate to the post
CONFIDENTIALITY
- Working within the trust you may gain knowledge of confidential matters which may include personal and medical information about patients and staff. Such information must be considered strictly confidential and must not be discussed or disclosed. Failure to observe this confidentiality could lead to disciplinary action being taken against you.
CODES OF CONDUCT & ACCOUNTABILITY
- You are expected to comply with relevant CCG/NHS Merseyside codes of conduct and accountability.
HEALTH & SAFETY
- In accordance with the Health and Safety at Work Act 1974 and other supplementary legislation, you are required to take reasonable care to avoid injury during the course of work and co-operate with CCG/NHS Merseyside and others in meeting statutory regulations. You are also required to attend statutory training as required to fulfil your duties.
- To comply with safety instructions and CCG / NHS Merseyside policies and procedures.
- To use in a proper safe manner the equipment and facilities provided.
- To refrain from wilful misuse of, or interference with, anything provided in the interest of health and safety and any action, which might endanger yourself and others.
- To report as soon as practical any hazards and defects to your senior manager.
- To report as soon as practical accidents and untoward incidents and to ensure that accident forms are completed.
SAFEGUARDING CHILDREN & ADULTS
- The organisation has a zero tolerance approach to the abuse of children, young people and vulnerable adults. All employees are required to promote and safeguard the welfare of children and young people and comply with the Local Safeguarding Children Board Procedures and the Children Act (1989, 2004). In accordance with the CCG and Local Safeguarding Adult Board policy all staff must ensure the health and wellbeing of vulnerable adults is appropriately safeguarded.
- All staff are required to attend training appropriate to their role in safeguarding children and adults, which includes understanding and recognising the signs of abuse and knowing how to raise concerns when those signs of abuse are noticed in a person.
- The post holder may be required to undertake other related duties not specifically mentioned above. Any changes to this role specification will be made in consultation with the post holder.
Job description
Job responsibilities
KEY DUTIES
- Acknowledging a patients attendance at the desk within 2/3 minutes of arrival and advise any patients queueing for appointments of the self-check-in service.
- Advising patients waiting for information that you will be with them as soon as possible and to call for assistance where necessary.
- Observing appointments and clinics that are running late and advise patients waiting and offer apologies.
- Dealing with all general enquiries, explaining procedures and making new and follow-up appointments using the EMIS system.
- Using sound judgment and communication skills to ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in line with the Practices guidelines.
- Ensuring that all new patients are registered on the electronic system promptly and accurately, this should be on the same day that they attend the practice to register.
- Being aware of your surroundings and of the patients in the waiting room and responding to the needs appropriately.
- Being aware of which Clinicians are currently working in the building and whether they have arrived for their clinics.
- Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover, whilst ensuring the Practice procedures are completed.
- Receiving and making telephone calls as required on behalf of the practice and registered patients.
- Diverting calls and taking messages, ensuring accuracy of detail and prompt and appropriate delivery.
- Entering requests for home visits onto the home visiting sessions within EMIS ensuring careful recording of all relevant details and where necessary; referring to the visiting Advanced Nurse Practitioner or GP for advice.
- Action repeat prescription requests and ensuring they are ready for collection by the patient/chemist within 48 hours, either electronically or manually.
- Receiving urine and blood samples, conducting Dip testing and send samples off for analysis in line with Practice procedures.
- Ensuring that all medical samples are correctly labelled.
- Completing identified admin tasks on a daily basis and reporting any areas of concern in a timely manner.
- Completing scanning, EDTs and clinical coding as necessary.
- Ensuring Practice emails are checked and responded to daily or are appropriately filed.
- Advising patients of relevant charges for private (Non General Medical Services) services, accepting payments and issuing receipts.
- Entering patient information on the appropriate Practice systems in line with correct procedures and timeframes.
- Managing difficult/confrontational situations in a calm and reassuring manner and if a patients/visitors behaviour becomes unacceptably abusive or aggressive referring to your line manager for support.
- Screening enquiries for the doctors and medical staff.
- Ensuring you provide a professional, timely and detailed handover to the receiving member of staff in your team.
PATIENT NOTES &CORRESPONDENCE
- Retrieving and re-filing records as required, ensuring strict alphabetical order and chronology is adhered to.
- Ensuring correspondence, reports, results/scanned documents are filed promptly and in the correct records
- Accurately collecting, storing and retrieving personal patient details and information in line with data protection and Caldecott requirements.
- Ensuring all recent correspondence is available when patients are seen by clinicians.
- Ensuring all paper records are kept in good repair with all necessary information on the outside cover clearly visible.
- Opening and date stamping post and then forwarding it onto the relevant parties in line with Practice procedures.
- Writing letters and correspondence on behalf of the surgery and medical staff.
- Liaising with couriers and delivery companies.
PREMISES
- Opening up premises at the start of the day when first to arrive, making all necessary preparations to receive patients - following the opening up protocol.
- When last to leave at the end of the day, ensuring that the building is totally secured and all internal lights/equipment is off - following the closing up protocol.
- Keeping all working environment clean, tidy and free from clutter at all times.
- Ensuring that the medical consulting rooms and waiting areas are fully stocked with essential information / supplies and are maintained to a good standard.
- Conducting daily checks to ensure Health and Safety and Legal requirements are adhered to including checking and recording room and fridge temperatures.
- Reporting all faults/repairs in a timely manner using the Trusts electronic reporting system.
- Undertaking all additional duties and tasks requested by the Practice Manager that are commensurate to the post
CONFIDENTIALITY
- Working within the trust you may gain knowledge of confidential matters which may include personal and medical information about patients and staff. Such information must be considered strictly confidential and must not be discussed or disclosed. Failure to observe this confidentiality could lead to disciplinary action being taken against you.
CODES OF CONDUCT & ACCOUNTABILITY
- You are expected to comply with relevant CCG/NHS Merseyside codes of conduct and accountability.
HEALTH & SAFETY
- In accordance with the Health and Safety at Work Act 1974 and other supplementary legislation, you are required to take reasonable care to avoid injury during the course of work and co-operate with CCG/NHS Merseyside and others in meeting statutory regulations. You are also required to attend statutory training as required to fulfil your duties.
- To comply with safety instructions and CCG / NHS Merseyside policies and procedures.
- To use in a proper safe manner the equipment and facilities provided.
- To refrain from wilful misuse of, or interference with, anything provided in the interest of health and safety and any action, which might endanger yourself and others.
- To report as soon as practical any hazards and defects to your senior manager.
- To report as soon as practical accidents and untoward incidents and to ensure that accident forms are completed.
SAFEGUARDING CHILDREN & ADULTS
- The organisation has a zero tolerance approach to the abuse of children, young people and vulnerable adults. All employees are required to promote and safeguard the welfare of children and young people and comply with the Local Safeguarding Children Board Procedures and the Children Act (1989, 2004). In accordance with the CCG and Local Safeguarding Adult Board policy all staff must ensure the health and wellbeing of vulnerable adults is appropriately safeguarded.
- All staff are required to attend training appropriate to their role in safeguarding children and adults, which includes understanding and recognising the signs of abuse and knowing how to raise concerns when those signs of abuse are noticed in a person.
- The post holder may be required to undertake other related duties not specifically mentioned above. Any changes to this role specification will be made in consultation with the post holder.
Person Specification
Qualifications
Essential
- Educated to GCSE Level and/or equivalent qualification and/or equivalent experience
- Word processing/IT Qualifications or equivalent experience/knowledge
Desirable
- European Computer Driving Licence (ECDL)
Other
Essential
- Ability to use own initiative
- Ability to work as part of a team working
Skills
Essential
- Excellent communication skills
- Good IT skills
- Time management and ability to work to deadlines
- Problem solving skills
- Willingness to develop and learn new skills
Knowledge & Experience
Essential
- Experience of telephone call handling
- Experience of GP reception duties
- Experience of managing repeat prescriptions
- Experience of using EMIS
- Experience of using Docman scanning
- Experience of working in a GP surgery environment
Desirable
- Experience of triaging phone calls
- Experience of EDT filing
- Experience of using System One
- Experience of Open Exeter
- Experience of sorting mail including NHS mail
- Experience of carrying out daily room checks including fridge temp monitoring
- Knowledge and experience of Clinical coding
- Experience of urine testing and labelling of samples
- Experience of summarising
- Knowledge of QOF framework
Person Specification
Qualifications
Essential
- Educated to GCSE Level and/or equivalent qualification and/or equivalent experience
- Word processing/IT Qualifications or equivalent experience/knowledge
Desirable
- European Computer Driving Licence (ECDL)
Other
Essential
- Ability to use own initiative
- Ability to work as part of a team working
Skills
Essential
- Excellent communication skills
- Good IT skills
- Time management and ability to work to deadlines
- Problem solving skills
- Willingness to develop and learn new skills
Knowledge & Experience
Essential
- Experience of telephone call handling
- Experience of GP reception duties
- Experience of managing repeat prescriptions
- Experience of using EMIS
- Experience of using Docman scanning
- Experience of working in a GP surgery environment
Desirable
- Experience of triaging phone calls
- Experience of EDT filing
- Experience of using System One
- Experience of Open Exeter
- Experience of sorting mail including NHS mail
- Experience of carrying out daily room checks including fridge temp monitoring
- Knowledge and experience of Clinical coding
- Experience of urine testing and labelling of samples
- Experience of summarising
- Knowledge of QOF framework
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.
