About this role
Job summary
PLEASE NOTE - THIS IS A NON CLINICAL ROLE
Interested applicants should apply by submitting their CV and a letter detailing their suitability for the role to [email protected].
We are seeking a receptionist to work alongside our existing 8 receptionists to play an important role in complementing and enhancing the Rise Park Surgery team.
We completed an extension of our building in 2023 and we are looking for a like minded team members to help us care for our patients. Successful applicants will be working in a new office space which has been constructed and modified to our requirements.
Hours of work are 21h-26h per week (tbc) Monday-Friday with the occasional Saturday morning (approx. 2-4 per year).
Main duties of the job
Our reception team help patients find the quickest and most appropriate clinician to care for them or service to help them; either over the phone, online or in person. No two patient interactions are the same and if you are the type of person that loves helping people and variety then this is the job for you! You'll also provide general assistance to the practice team and in particular the admin team and project a positive and friendly image to patients and others visitors.
About us
Rise Park Surgery is a vibrant, team orientated Nottingham city General Practice serving 9600 patients. We have a great work ethic; caring for our patients, our community and the team around us is paramount to all that we do.
We have 3 GP partners, 5 salaried GP's, 3 resident doctors, 1 x ACP, 2 x nurses, 2 x HCA's and an efficient and supportive administration team.
We are a GP training practice and we have a CQC 'Good' rating. We use 'systmone' (training is available if you haven't used it before) and we are a leading practice within the Bulwell and Top Valley PCN.
Job description Job responsibilities
The Care Navigator Reception:-
Receives, assists and directs patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provides 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
Provides essential administrative and patient-facing support to GPs, Managers, and Health Professionals. Responsibilities include managing correspondence, processing referrals, maintaining patient records, handling appointment requests, and contributing to the efficient operation of the practice.
CORE RESPONSIBILITIES
Administration
To have a thorough knowledge of all practice procedures
To work in accordance with written protocols
Appointments
Process appointment requests for today and future appointments from patients by telephone, online and in person
Deal with visits requests
Reception
Receiving patients consulting with members of practice team
Be able to cover all reception positions as necessary
Answering the telephone and conveying messages
Receiving samples from patients and processing in accordance with protocols
Accepting requests for repeat prescriptions including repeat dispensing, checking the prescription line voicemail for repeat prescription requests
Maintaining a log of telephone messages
Computer
Registrations of new patients
Process patients change of address
Process repeat prescription request in accordance with practice guidelines
Issue online passwords and familiarise with practice website and NHS app
Telephone
Have working knowledge of telephone system and procedures for during and out of hours
Team Support & Practice Operations
Provide absence cover for admin and reception colleagues
Support practice-wide service delivery and shared learning
Support enhanced services and contractual requirements
External Liaison
Liaise with external agencies including community teams, coroners, funeral directors, medical examiners and registration offices
Work with Care Coordinators to support population health and IIF
Other Tasks
Clear rooms after surgeries
Ensure building security have thorough knowledge of doors/windows/alarm
Charging patients the appropriate amount for private work
Acting as a chaperone when required
Cancelling and rescheduling of appointments when required
Any other tasks allocated by managers
Governance & Professional Standards
Maintain confidentiality of all patient and practice information
Follow Health & Safety procedures including infection control
Support equality, diversity and patient rights
Participate in audits, quality improvement and training
Communicate effectively with colleagues, patients and external partners
Personal Development
Participate in mandatory training and role-specific development
Engage in appraisal and meet development objectives
Maintain and update personal skills and knowledge
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 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, to 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
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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with the practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a manner which 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, 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
Skills and Abilities Essential
Excellent keyboard and IT skills Excellent communication skills Accurate data entry and attention to detail Confident use of MS Office and digital systems Ability to work under pressure Strong organisation, time management and the ability to prioritise Able to work as part of a team Professional handling of sensitive situations
Desirable
A computer or typing qualification
Knowledge Essential
Knowledge of NHS or GP Practice operations
Desirable
Understanding of read coding
Qualifications Essential
Good standard of general education in Maths and English Evidence of continuous professional development Excellent written and spoken English
Desirable
5 GCSEs (A-C or 9-4) or equivalent to include Maths and English NVQ Level 2 in Customer Service, Administration or equivalent Training in medical terminology (or willing to undertake) Safeguarding, confidentiality and data protection training (or willing to undertake)
Experience Essential
Experience of dealing with the general public Admin experience in a busy environment Experience in handling confidential information Experience of meeting deadlines and managing priorities Experience in typing letters, reports and documents
Desirable
Previous experience of working in a public sector environment Medical reception/administration/secretary experience Experience using clinical systems (SystmOne/EMIS)
Personal Qualities Essential
Professional, courteous and patient focused Reliable, punctual and committed Flexible and adaptable Proactive with good problem-solving skills Committed to improvement and learning
Other Essential
Willingness to undertake mandatory training Ability to provide cross-cover when required Ability to always maintain confidentiality Able to cover illness and holidays
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 Rise Park Surgery
Address Revelstoke Way
Nottingham
NG5 5EB
United Kingdom
Employer's website https://www.riseparksurgery.co.uk/ (Opens in a new tab)