About this role
Job summary
Lower Valley Primary Care Network (LV PCN) is made up of 5 GP Practices:
- Church Lane Surgery
- Longroyde Surgery
- Northolme Surgery
- Rastrick Surgery
- Rydings Hall Surgery
Our goal is to work more closely together, as well as with our partner organisations, to provide excellent services and outcomes for patients and communities.
With an ethos of teamwork and collaboration, Lower Valley PCN provides resources and services to support our member Practices deliver better care for patients.
Our receptionists play a crucial part in achieving this and are an integral part of the PCNs multidisciplinary team, working alongside Social Prescribing Link Workers, Physiotherapists, Care Coordinators and our Pharmacists to provide an all-encompassing approach to personalised care services.
At Pennine GP Alliance (PGPA), we are committed to fair, transparent, and person-led recruitment. While we use digital tools to support our recruitment processes, we want to be clear that no shortlisting or hiring decisions are made solely by artificial intelligence (AI).We understand that AI can be a useful tool for applicants when preparing applications; however, your submission must represent your own experience, achievements, and professional perspective.
Applications that appear to be entirely written by AI may not be considered. We encourage candidates to use AI responsibly - as a support tool, not a replacement for your own insight and input.
Main duties of the job
Job Summary
Act as the first point of call to patients and visitors to the Lower Valley Primary Care (PCN) building, projecting a positive, welcoming image to patients and 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.
Undertake a variety of administrative duties to assist in the smooth running of the PCN, including provision of clerical support, for example use of patient appointment system and information processing.
Our ideal candidate will have good communication and interpersonal skills, be computer literate and work well within a team.
- Provide a comprehensive reception service for patients of Lower Valley Primary Care Network.
- Undertake work in line with PCN directed priorities.
- Work with a cohort of people to support their personalised care requirements, using the available decision support aids.
- Ensure regular and consistent communication with the referrer regarding patient progress and any complications or guidance.
- Support national screening programmes by contacting patients to provide screening and appointment reminders..
- Monitor referrals to ensure tasks are completed and care delivered by keeping in regular telephone contact.
- Direct liaison with multi agencies to coordinate care for patients.
About us
Pennine GP Alliance is a member-led organisation representing 19 GP practices across Calderdale, organised into five Primary Care Networks (PCNs). Together, our member practices care for a combined population of over 223,000 registered patients.
We work extremely closely with general practice but also in partnership with other local healthcare providers with a purpose to ensure viable GP services remain at the heart of local communities, providing sustainable and high-quality patient-focused healthcare.
Join our team and experience a workplace that truly values growth, collaboration, and impact. We take pride in fostering a supportive and inclusive environment where every team member is encouraged to listen, learn, and lead. Together were dedicated to delivering better outcomes for GP practices, and ultimately for the people of Calderdale.
At our organisation, your professional growth matters we are committed to providing the resources and opportunities you need for continuous development, ensuring you thrive both in your role and your career.
We look forward to receiving your application to join our team of over 100 employees.
Please note that we do not accept applications or submissions from recruitment agencies for this vacancy.
Job description
Job responsibilities
- 1. Add this one in Refer to PCN social prescribing link workers where a patient is identified as potentially benefitting from this service.
- 2. To support patient/carer contact roles and collate patient and carer feedback on their experiences.
- 3. Maintain and develop engagement with all practice staff and encourage best practice.
- 4. Act as the first port of call for patients, in relation to their care.
- 5. Help people to manage their needs, answering their queries and support them to make appointments.
- 6. Ensure that people have relevant information to help them make choices about their care.
- 7. Assist people to access self-management education courses, peer support or interventions that support them in their health and wellbeing.
- 8. Provide coordination and navigation for people and their carers across health and care services, alongside working closely with social prescribing link workers and other primary care roles.
- 9. 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.
- 10. In the performance of the duties outline in this job description the post-holder may have access to confidential information relating to patients, their carers, practice, or staff information. All such information from any source is to be regarded as strictly confidential.
- 11. Information relating to patients, carers, colleagues, or member practices may only be divulged to authorised person in accordance with PGPA policies and procedures relating to confidentiality and the protection of personal and sensitive data, or under the guidance of your manager.
Additional Duties
General
To comply with the Professional Codes of Conduct and to be aware of changes in these. To maintain up to date knowledge of all relevant legislation and local policies and procedures implementing this.
To ensure that all duties are carried out to the highest standard and in accordance with currently quality initiatives within the work area.
To comply with all relevant organisations policies, procedures and guidelines, including those relating to Equal Opportunities, Health and Safety and Confidentiality of Information and to be aware of any changes in these.
To comply at all times with the PGPAs Information Governance related policies. Staff are required to respect the confidentiality of information about staff, patients and PGPA business and in particular the confidentiality and security of personal identifiable information in line with the Data Protection Act. All staff is responsible for ensuring that any data created by them is timely, comprehensive, accurate, and fit for the purposes for which it is intended.
Equality & Diversity
PGPA is committed to equality and diversity and works hard to make sure all staff and service users have access to an environment that is open and a free from discrimination. As an organisation, we value the diversity of our staff and service users, and therefore recognise and appreciate that everyone associated with PGPA is different and so should be treated in ways that are consistent with their needs and preferences.
Therefore all staff are required to be aware of the organisations Equality and Diversity Policy and the commitments and responsibilities we have to:
Eliminate unlawful discrimination, harassment and victimisation and other conduct prohibited by the Act.
Advance equality of opportunity between people who share a protected characteristic and those who do not.
Foster good relations between people who share a protected characteristic and those who do not. We firmly believe that it makes good business sense to have a workforce representative of the communities we serve and so encourage applications from all sections of the community.
Safety, health, environment and fire (SHEF)
PGPA is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take a reasonable care of health and safety at work for you, your team and others and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Quality & Patient Safety
Protection of Children & Vulnerable Adults To promote and safeguard the welfare of children, young people and vulnerable adults and the implementation of NICE guidance and other statutory / best practice guidelines. (if appropriate).
Infection Control
To be responsible for own practice in prevention and control of infection.
Incident reporting
You will report any incidents of harm or near miss in line with the organisations incident reporting policy ensuring appropriate actions are taken to reduce the risk of reoccurrence. You will contribute to the identification, management and reduction of risk in the area of responsibility. You will ensure day to day practice reflects the highest standards of governance, clinical effectiveness, safety and patient experience and finally you will ensure monitoring of quality and compliance with standards is demonstrable within the service on an ongoing basis.
Confidentiality
PGPA is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. they do so in confidence and have a right to expect that all staff will respect their privacy and maintain confidentiality at all times. It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff protect patient information and provide a confidential service.
Quality and Continuous improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and to enhance patient care.
Induction training
On arrival at the practice, all personnel are to complete a practice induction programme. This is managed by the Practice Manager.
Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programmes. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately enable them to improve processes and service delivery.
Staff will be required to participate in regular supervision in accordance with good practice guidelines and policy and take part in the organisations annual appraisal process.
Collaborative working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure that they communicate in a manner which enable the sharing of information in an appropriate manner.
Service delivery
Staff at PGPA must adhere to the information contained within the practice and PGPA policies and regional directives, ensuring that protocols are adhered to at all times. Staff will be given detailed information during the induction proves regarding policy and procedure.
Security
The security of PGPA is the responsibility of all personnel. Staff must ensure that they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share codes for the door locks with anyone and they are to ensure that restricted areas remain effectively secured.
Professional conduct
At PGPA, staff are required to dress appropriately for their role. Clinical staff must dress in accordance with their role.
Leave
All personnel are entitled to take leave. Line managers are to ensure all of their staff are afforded the opportunity to take a minimum of PGPA days leave each year and should be encouraged to take their leave entitlement.
To be noted
This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties, which fall within the grade of the job, in discussion with the line manager.
This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.
Person Specification
Experience
Essential
- Experience of dealing directly with members of the public in a reception or customer-facing role.
- Experience of dealing with, and resolving, problems.
Desirable
- Experience of working with healthcare professionals and or previous experience in the NHS or social care or relevant field (including unpaid work)
- Experience of working with, or in, general practice.
- Knowledge/familiarity with medical terminology.
- Experience of supporting people, their families and carers in a related role (including unpaid work).
- Experience in use of databases.
- Working in a multi-disciplinary setting where influence and negotiation is required.
- Vulnerable adults awareness.
- Experience of data collection.
Skills & Knowledge
Essential
- Advanced experience of using Microsoft Office, including ability to use word processing skills, emails and the internet to create simple plans and reports.
- Understanding of confidentiality, equality and patient care.
- Creative problem solver and willing to search for hard-to-find information.
- Ability to work under pressure and deal with challenging situations
- Meets DBS reference standards and has a clear criminal record in line with the law on spend convictions.
- Professional and courteous at all times
Desirable
- Knowledge of general practice clinical systems, for example, EMIS and SystmOne.
- Access to own transport and ability to travel across the locality on a regular basis.
- Knowledge of the personalised care approach.
Qualifications
Essential
- GCSE Maths and English grade 4 (C) or above.
- Demonstrable commitment to professional and personal continuous development.
Desirable
- NVQ Level 2 Business Administration (or relevant experience)
- ECDL or equivalent Diploma/HNC level (or relevant experience)
- Knowledge of primary care IT 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.
Employer details
Employer name
Pennine GP Alliance
Address
Lower Valley PCN
16a Church Lane
Brighouse
HD6 1AT
United Kingdom
Employer's website
https://penninegpa.co.uk/ (Opens in a new tab)