About this role
Job summary
The purpose of the role is to:
Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and administrative support to clinical staff and other members of the practice team
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies
Prior to shortlisting, we would like to let you know our shifts for the role. Our shifts usually run from 8am-1.15pm and 1pm-6.30pm We also open for extended hours on Mondays 1pm-7.30pm, Wednesdays and Fridays 7am-1.15pm
We generally do not offer full days but a mixture of morning and afternoon sessions.
Main duties of the job
The duties and responsibilities to be undertaken by members of the practice administration team may include any of the following which may be varied from time to time under the direction of the Practice Manager.
Please see full job description attached.
About us
Penshurst Gardens Surgery is a GP practice in Edgware with a practice population of approximately 7500 patients.
Job description Job responsibilities
Salary: £12.21 per hour
Part-time hours: 15-25 per week
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any of the following which may be varied from time to time under the direction of the Practice Manager.
Reception
Receiving patients, consulting with members of practice team
Ensure an effective and efficient and polite reception service is provided to patients and any other visitors to the practice
Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
Deal with all general enquiries, explain procedures and make new and follow-up appointments
Asserting judgement to ensure that urgent appointments are given in accordance to the practice policy
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed
Enter requests for home visits onto the duty doctor appointment screen, ensuring to carefully record all relevant details and referring to duty doctor where necessary
Arranging transport for patients
Be aware of what is going on in the patient waiting area and be alert to problems
Processing and distributing incoming and outgoing post
Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager
Ensure that all visitors to the practice are signed in and out of the visitors book
Taking messages and passing on information
Processing repeat prescriptions in accordance with practice guidelines
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Be able to cover all reception positions as necessary
To ensure that all clinical staff are ready for their patient surgeries: the room has its PC switched on, systems and printers are up and running
Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager
Telephone
Have working knowledge of telephone, during and after hours
Answer calls in a polite and professional manner
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
Appointments
Process appointment requests for today/future appointments from patients by telephone and in person
Deal with visits/requests
Repeat Prescriptions
To collect repeat prescription requests from the post box and reception To retrieve requests for prescriptions made via EPS To liaise with patients and chemists regarding queries and requests To ensure repeat medication is issued in line with the protocols that are already in place and ensure that any queries raised are dealt with quickly and correctly To ensure that patient queries on medication are highlighted to the relevant GP To regularly go through prescriptions not picked up and unlikely to be picked up as a result of the timescale, to remove the details from the patient records and then destroy the prescription
Scanning duties
Sort and date stamp all incoming patient-related mail Scan patient-related documents onto their medical record using read codes as agreed by the clinical team Add any additional information about the source of the document Forward the document to the doctor or nurse who initiated the referral or who is most appropriate to receive the information Ensure incoming letters are scanned onto the patient record within a 48/72-hour timescale Scan all internal paper documents on to the relevant patients record and then store the documents in line with surgery policy
Coding
Identify relevant clinical information contained in patient correspondence Code or free text the clinical information on to the patient record as per practice protocol Deal with queries relating to coding
Administration
To have a thorough knowledge of all practice procedures
To work in accordance of written policies
Photocopy and scan as requested
Carryout tasks relating to patient records, including filing, document management, and ensuring patients can access reports, prescriptions and that they are easily accessible.
Computer
Registrations of new patients computer data entry and medical records
Process patients changes of address computer data and medical records (have knowledge of practice area)
Process repeat prescription requests in accordance with practice guidelines
Other Tasks
Work through and tick off all opening/closing instructions, using the checklist provided.
Clear rooms after surgeries
Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff
Ensure building security have thorough knowledge of doors/windows/alarm
Any other tasks allocated by managers
Premises:
Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to clinical rooms, ready to receive patients
When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated
Keep the reception office and patient reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter
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, practice staff and other healthcare workers. They may also have access to information relating to the practice 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 practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
Using personal security systems within the workplace according to practice guidelines
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
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 within the practice, 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 Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
Apply practice 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
Person Specification
Experience Essential
Experience of working 1.Offering high levels of customer service 2.Dealing with patients/customers face to face 3.Dealing with patients/customers on the telephone 4.Microsoft office skills 5.Working in a busy and pressurised environment 6.Working as part of a team
Desirable
Previous experience within General Practice or other NHS environment. Previous EMIS Web clinical system experience.
Qualifications Essential
Eligible to work in the U.K. Clean & Tidy Appearance General Secondary Education to GCSE level or equivalent Able to provide complete education/employment history
Desirable
GCSE C or above Maths & English Receptionist or Customer Service qualification
Skills Essential
Excellent communication skills Good telephone manner. Keyboard & Computer skills Understanding and adherence to the need for strict confidentiality Ability to use initiative, judgement & resourcefulness. Ability to diffuse conflict Able to work as part of a team.
Desirable
Willingness to undertake training and learn new skills to further develop. Some knowledge of medical terminology
Disposition & Attributes Essential
Ability and enthusiasm to work in an ever changing environment Flexible and Adaptable Problem solver Ability to remain calm and polite under pressure
Desirable
Ability to work extra hours when required.
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.
Employer details Employer name Penshurst Gardens Surgery
Address 39 Penshurst Gardens
Edgware
Middlesex
HA8 9TN
Employer's website https://www.penshurstgardenssurgery.co.uk/ (Opens in a new tab)