About this role
Job summary
Hours for this post are 18 hours per week working Monday 8:00am -13:00pm, Wednesday 08:00am-12:00pm,Thursday 8:00am-13:00pm, Friday 8:00am-12:00pm
Role
To assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
To provide comprehensive 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.
To ensure that the working environment is kept tidy and fully operational, Health & Safety compliant and that standards and high attention to detail levels are maintained at all times.
Duties may be varied from time to time under the direction of the Management Team, dependent on current and evolving Practice workload and staffing levels:
Main duties of the job
Receiving patients attending for appointments with members of practice team Handing completed repeat prescriptions to patients and checking names and addresses Be able to cover all other reception duties as necessary Process immediate (and emergency) appointment requests and requests for future appointments from patients by telephone and in person Deal with requests for home visits Answer telephone and deal with all queries resulting from that call. Navigating patients to the most appropriate clinician and care required. Advising patients of the relevant charges for private services, accepting all types of payments and issuing receipts where necessary. Delivering assistance to clinicial staff when needed i.e. chaperoning (after revelant training). Dealing with first hand verbal complaints, if not resolved then directed to the complaints team Have working knowledge of telephone system, during and after hours.
About us
Pennygate Medical Centre is a large practice based in Hindley, Wigan. We have a patient list size of 19,000 patients. The Practice comprises of 9 GP Partners, 8 salaried GP's, 3 ANP's, 5 Practice Nurses, 3 HCA's and a large reception and administration team. The Practice is part of the Hindley PCN and works with ARRS staff on a daily basis.
Job description Job responsibilities
Key ResponsibilitiesAdministration
To have a thorough knowledge of all Practice procedures.
To work in accordance of written protocols
Filing post in medical records electronically or hard copy as appropriate
Scan and photocopy documents as requested
Open, sort and distribute incoming mail to appropriate members of the practice or other organisations as appropriate
Registration of new patients computer data entry and medical records
Deducting patients as appropriate.
Process patients change of address computer data and medical records (have knowledge of practice area.
Process repeat prescription requests in accordance with practice guidelines
Process outgoing mail ensuring correct packaging, format and postage to reach destination
Assist Secretaries and Practice Management with ad-hoc administration tasks as required
Reception
Receiving patients attending for appointments with members of practice team
Handing completed repeat prescriptions to patients and checking names and addresses
Be able to cover all other reception duties as necessary
Process immediate (and emergency) appointment requests and requests for future appointments from patients by telephone and in person
Deal with requests for home visits
Answer telephone and deal with all queries resulting from that call.
Navigating patients to the most appropriate clinician and care required.
Advising patients of the relevant charges for private services, accepting all types of payments and issuing receipts where necessary.
Delivering assistance to clinicial staff when needed i.e. chaperoning (after revelant training).
Dealing with first hand verbal complaints, if not resolved then directed to the complaints team
Have working knowledge of telephone system, during and after hours
Other Tasks
Opening up/locking up of Practice premises and maintaining security in accordance with Practice protocols.
Prepare/restock and clear rooms before/after surgeries
Assist with the collection of clinical waste.
Providing refreshments for staff and visitors as required, and keeping the kitchen clean and tidy Any other tasks allocated by managers and/or appropriate to the grade
Liaison with secondary care (after appropriate training)
Ensure clinical rooms secure at end of each day with systems appropriately closed down.
Other Job Responsibilities
Confidentiality
Maintain confidentiality of information, acting within the terms of the Data Protection Act 2018, with specific reference to the General Data Protection Regulations (GDPR) and Caldicott guidance on patient confidentiality at all times
Maintain an awareness of the Freedom of Information Act
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.
Person Specification
Experience Essential
Administration experience and customer service experience.
Desirable
Previous experience of working in a GP surgery.
Qualifications Essential
GCSE grade A to C in English and Maths
Desirable
NVQ level 2 in Health and Social Care or Business Administration
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 Pennygate Medical Centre
Address 109 Ladies Lane
Hindley
Wigan
Lancashire
WN2 2QG
United Kingdom
Employer's website https://www.pennygatemedical.org.uk/ (Opens in a new tab)