Job summary
This is an exciting opportunity to work with South Sefton Primary Care Network, our GP Federation, South Sefton Primary Health Care Limited and the 28 constituent practices to oversee and support the day to dayrunning the Sefton Access Service.
Please note
Working days will be Monday, Thursday and Friday
Main duties of the job
This service will work as part of the overall Enhanced Access Service tooversee our new in-hours access services.
You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way and provide general assistance to the team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
About us
Within South Sefton PCN our aims are to:
- Improve resilience in General Practice
- Build a stronger and more sustainable general practice service across the Primary Care Network footprint
- Facilitate collaborative working between all Primary Care Network practices
- Engage with local health and care providers to develop place-based care to assist in the transformation of local services to improve the health and wellbeing of the Primary Care Network population
- Work with Patient Participation Groups to improved patient access, experience and quality
- Reach out to strengthen and develop working relationships with non-NHS community groups
- Develop signposting with Primary Care Network practices to streamline the patient journey to enhance more achievable and sustainable outcomes
- Further develop digital technology as a primary resource for practices and patients
- Work in collaboration with the local GP Federation to build and strengthen relationships
Job description
Job responsibilities
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Service. Acknowledge a patients arrival at the desk, as soon as possible. If the situation is unmanageable at the time due to the number of patients waiting then advise patients in the queue that you will be with them as soon as possible, and then call for assistance.
- Deal with all general enquiries, explain procedures.
- Provide a helpful attitude even when dealing with difficult patients. Contact your line Manager if you feel unable to help.
- Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and clinicians are currently working in the building and whether they have arrived for their clinics. Observe clinics running late and advice patients waiting and offer apologies.
- Explain service arrangements and formal requirements to patients and ensure procedures are completed.
- Receive and make telephone calls as required. Phones must be answered within a maximum of six rings ensuring accuracy of detail and prompt appropriate delivery. Be always polite and helpful. If a patients behaviour is unacceptable then refer to your line manager.
- Keep the working environment clean, tidy and free from clutter at all times. Participate daily in task management and ensure that tasks and future referrals are kept up to date at all times.
Actively participate in Training to ensure that you provide a high level of service for the Service. This may mean that you will need to attend training sessions outside of your normal working hours. You will be expected to do this to ensure that the safety of patients and the Services adherence to the NHS Contract is achieved.
- Enter patient information on to the computer as required and as appropriate within the correct time frame for safety of receipt of the information.
- Premises:
- Check premises and cleanliness of rooms at the start of each session and make all necessary preparations to receive patients. Follow the opening up and closing protocol carefully.
- When last to leave at the end of the day, ensure that rooms are left secure.
- Undertake any other additional duties appropriate to the post as requested by the Service Manager.
- Ensure and maintain stock levels and report any ordering requirement to line manger.
.
Job description
Job responsibilities
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Service. Acknowledge a patients arrival at the desk, as soon as possible. If the situation is unmanageable at the time due to the number of patients waiting then advise patients in the queue that you will be with them as soon as possible, and then call for assistance.
- Deal with all general enquiries, explain procedures.
- Provide a helpful attitude even when dealing with difficult patients. Contact your line Manager if you feel unable to help.
- Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and clinicians are currently working in the building and whether they have arrived for their clinics. Observe clinics running late and advice patients waiting and offer apologies.
- Explain service arrangements and formal requirements to patients and ensure procedures are completed.
- Receive and make telephone calls as required. Phones must be answered within a maximum of six rings ensuring accuracy of detail and prompt appropriate delivery. Be always polite and helpful. If a patients behaviour is unacceptable then refer to your line manager.
- Keep the working environment clean, tidy and free from clutter at all times. Participate daily in task management and ensure that tasks and future referrals are kept up to date at all times.
Actively participate in Training to ensure that you provide a high level of service for the Service. This may mean that you will need to attend training sessions outside of your normal working hours. You will be expected to do this to ensure that the safety of patients and the Services adherence to the NHS Contract is achieved.
- Enter patient information on to the computer as required and as appropriate within the correct time frame for safety of receipt of the information.
- Premises:
- Check premises and cleanliness of rooms at the start of each session and make all necessary preparations to receive patients. Follow the opening up and closing protocol carefully.
- When last to leave at the end of the day, ensure that rooms are left secure.
- Undertake any other additional duties appropriate to the post as requested by the Service Manager.
- Ensure and maintain stock levels and report any ordering requirement to line manger.
.
Person Specification
Qualifications
Essential
- NVQ Level 2 and/or 5 GCSE's grade A-C or equivalent.
- Evidence of commitment to continuing development
Experience
Essential
- Significant experience providing customer service skills working to a diverse customer base to
- Knowledge of administration processes
Desirable
- Experience of working with EMIS computer systems within Primary Care Settings
- Experience of working within General Practice
Knowledge
Essential
- Broad range of IT skills including Word, Excel, MS Teams, Email, internet and local information systems
Person Specification
Qualifications
Essential
- NVQ Level 2 and/or 5 GCSE's grade A-C or equivalent.
- Evidence of commitment to continuing development
Experience
Essential
- Significant experience providing customer service skills working to a diverse customer base to
- Knowledge of administration processes
Desirable
- Experience of working with EMIS computer systems within Primary Care Settings
- Experience of working within General Practice
Knowledge
Essential
- Broad range of IT skills including Word, Excel, MS Teams, Email, internet and local information systems
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
