Job summary
Dual Location Practice specific and Contact Hub
working within the South Somerset West PCN
(SSW PCN)
To provide administration and reception duties
for the practice, dealing with patients, clinical staff and colleagues in an
efficient and polite manner. Receive, assist and direct patients in accessing
the appropriate service or healthcare professional and undertake a variety of
administrative duties to assist in the smooth running of the Practice in
accordance with agreed procedures, protocols and timescales.
Part time and full time hours available. Working patterns to be discussed at interview.
£11.44 - £11.70 per hour, depending on experience with a NHS or NEST pension offered.
Closing date is 29th July 2024.
Main duties of the job
- Required to follow processes and procedures and escalate any issues or complaints appropriately
- Accuracy required to input patient data and interpret information received
- Communicate effectively with other team members, patients and carers and members of other health care services, including distressed, angry or anxious individuals.
- Access to personal and sensitive patient data (maintain confidentiality as per the SHS Confidentiality Policy)
- Alert management/clinical teams to issues of quality, risk and safeguarding
- Be able to make an initial assessment and prioritise patients presenting at the front desk or on the telephone who require urgent medical attention
- Work well under pressure in a busy and demanding environment
About us
Symphony Healthcare Services Ltd. is a growing primary care organisation based in Somerset which aims to improve and develop the best patient-centred care and services in the country, and we are embracing change within general practice by implementing new and innovative models of care. If you are passionate about delivering outstanding healthcare and share our values, join us to support the achievement of our goals.
Job description
Job responsibilities
- Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
- Search for, register if necessary and book onto the computer system patients as they present at the desk.
- Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
- Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
- Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment
- Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.
- Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition.
- Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team
- Record visit requests and alert duty doctor according to practice policy.
- Receive urgent results as they come in from the pathology department at the hospital. Liaise with GP and contact patients with information.
- Handle specimen samples from patients appropriately.
- Open up/lock Practice premises and maintain security in accordance with Practice protocols.
- Ensure telephone system has been transferred correctly to out of hours message.
- General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing
- Deal with and respond to post and general emails in a timely manner and email urgent requests to hospital
- To initially handle patient complaints by providing relevant information and by informing the Practice Manager as to the nature of any complaints, including informally made complaints.
- Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive.
- Complete new patient registration process as requested and with appropriate training
- Acting as a chaperone (once relevant training has been completed) at practice
- Assist in contacting patients who fall in to the various Target areas as requested.
- Advise patients of relevant charges for private services and accept payments/issue receipts
- Clear and re-stock consulting rooms if required (including stationary and prescription paperwork)
- Keep all areas of the building, noticeboards and leaflet dispensers tidy
- Attend ancillary and other staff meetings and training courses as required
- Participate in an annual appraisal
- To assist with the provision of cover for colleagues absences (leave and sickness absences).
- To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead
- Offer general support to the practice and project a positive and friendly image to patients and other visitors.
- To assist with any other duties that may be required to ensure the smooth running of the practice.
- Liaise with patients and pharmacies regarding prescription queries and requests as required
Responsibilities and overview of Contact Hub working
- Provide patient service support to incoming callers, tasks include but are not limited to;
- Completing Anima triage questionnaire with patients and actioning Anima triage outcome (booking of patients into available slots
- Taking general queries for patients and actioning as appropriate or escalating where appropriate
- Being aware of available capacity across the PCN sites and flagging to lead/management if capacity thresholds are met.
- Seeking additional information from patients to support triage decisions as required
- Supporting the completion of assigned tasks/ administration related admin
- Liaising with the Hub Clinical team when clinical decisions need to be made immediately for the patient (for example if an intensive patient calls in, and is flagged as red in Anima triage that the call is immediately handed to the clinical team).
- Ensure patient satisfaction by providing accurate and timely responses.
- Escalate patient complaints, inquiries, and feedback in a professional manner to the contact hub officer.
- Identifying and escalating issues to the contact hub officer.
- Provide signposting information to patient when necessary, confirming information shared is correct by interacting with the Hub clinical team.
- Monitor the generic e-mail inbox for the contact hub.
- Using their knowledge of company policies and procedures to assist patients with inquiries.
- Liaising with SFT (Somerset Foundation Trust) staff when relating to SSWPCN patients if necessary.
Job description
Job responsibilities
- Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
- Search for, register if necessary and book onto the computer system patients as they present at the desk.
- Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
- Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
- Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment
- Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.
- Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition.
- Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team
- Record visit requests and alert duty doctor according to practice policy.
- Receive urgent results as they come in from the pathology department at the hospital. Liaise with GP and contact patients with information.
- Handle specimen samples from patients appropriately.
- Open up/lock Practice premises and maintain security in accordance with Practice protocols.
- Ensure telephone system has been transferred correctly to out of hours message.
- General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing
- Deal with and respond to post and general emails in a timely manner and email urgent requests to hospital
- To initially handle patient complaints by providing relevant information and by informing the Practice Manager as to the nature of any complaints, including informally made complaints.
- Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive.
- Complete new patient registration process as requested and with appropriate training
- Acting as a chaperone (once relevant training has been completed) at practice
- Assist in contacting patients who fall in to the various Target areas as requested.
- Advise patients of relevant charges for private services and accept payments/issue receipts
- Clear and re-stock consulting rooms if required (including stationary and prescription paperwork)
- Keep all areas of the building, noticeboards and leaflet dispensers tidy
- Attend ancillary and other staff meetings and training courses as required
- Participate in an annual appraisal
- To assist with the provision of cover for colleagues absences (leave and sickness absences).
- To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead
- Offer general support to the practice and project a positive and friendly image to patients and other visitors.
- To assist with any other duties that may be required to ensure the smooth running of the practice.
- Liaise with patients and pharmacies regarding prescription queries and requests as required
Responsibilities and overview of Contact Hub working
- Provide patient service support to incoming callers, tasks include but are not limited to;
- Completing Anima triage questionnaire with patients and actioning Anima triage outcome (booking of patients into available slots
- Taking general queries for patients and actioning as appropriate or escalating where appropriate
- Being aware of available capacity across the PCN sites and flagging to lead/management if capacity thresholds are met.
- Seeking additional information from patients to support triage decisions as required
- Supporting the completion of assigned tasks/ administration related admin
- Liaising with the Hub Clinical team when clinical decisions need to be made immediately for the patient (for example if an intensive patient calls in, and is flagged as red in Anima triage that the call is immediately handed to the clinical team).
- Ensure patient satisfaction by providing accurate and timely responses.
- Escalate patient complaints, inquiries, and feedback in a professional manner to the contact hub officer.
- Identifying and escalating issues to the contact hub officer.
- Provide signposting information to patient when necessary, confirming information shared is correct by interacting with the Hub clinical team.
- Monitor the generic e-mail inbox for the contact hub.
- Using their knowledge of company policies and procedures to assist patients with inquiries.
- Liaising with SFT (Somerset Foundation Trust) staff when relating to SSWPCN patients if necessary.
Person Specification
Knowledge and Skills
Essential
- Computer literate and good keyboard skills.
- Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels.
- Excellent organisational skills.
- Strong attention to detail and the ability to transfer accurate information.
- Work well under pressure.
- Use own initiative within clear boundaries, seeking advice when necessary.
- Demonstrate enthusiasm and a strong sense of teamwork.
- Ability to complete tasks to a high standard with frequent interruptions.
Desirable
- Knowledge of medical terminology.
- Knowledge of the NHS/General Practice.
Experience
Essential
- Experience of working within a team.
- Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures.
Desirable
- Experience of working in a customer focused environment.
- Experience of working within an administration team.
- Experience of working in the NHS or similar health care setting.
- Awareness of clinical systems such as EMIS.
Qualifications
Essential
- English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3)
Person Specification
Knowledge and Skills
Essential
- Computer literate and good keyboard skills.
- Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels.
- Excellent organisational skills.
- Strong attention to detail and the ability to transfer accurate information.
- Work well under pressure.
- Use own initiative within clear boundaries, seeking advice when necessary.
- Demonstrate enthusiasm and a strong sense of teamwork.
- Ability to complete tasks to a high standard with frequent interruptions.
Desirable
- Knowledge of medical terminology.
- Knowledge of the NHS/General Practice.
Experience
Essential
- Experience of working within a team.
- Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures.
Desirable
- Experience of working in a customer focused environment.
- Experience of working within an administration team.
- Experience of working in the NHS or similar health care setting.
- Awareness of clinical systems such as EMIS.
Qualifications
Essential
- English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3)
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.
