About this role
Job summary
This role will receive, assist & direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. The role will also provide 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.
Main duties of the job
Deal with all general enquiries, explain procedures and make new and follow-up appointments. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and deal with telephone calls as quickly and efficiently as possible. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Enter patient information on to the computer as required. Summarise patient records Patient notes and correspondence: Ensure hospital correspondence, reports, results etc are scanned/filed promptly and in the correct patient computerised records
Ensure that all new patients are registered onto the computer system promptly and accurately
About us
Ellergreen Medical Centre is a large practice in Norris Green, Liverpool. We have a team of 10 GP's, 1 ANP, 4 Practice Nurses and 2 HCA's. Alongside our clinical team we have a supportive administration team. We also have a Pharmacist and Pharmacy Technician and are part of the North Liverpool Primary Care Network.
Job description Job responsibilities
Job summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide 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
Job responsibilities:
Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and deal with telephone calls as quickly and efficiently as possible. Make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Enter requests for home visits onto the computer, ensuring careful recording of all relevant details. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Enter patient information on to the computer as required. Summarise patient records
Patient notes and correspondence: · Ensure hospital correspondence, reports, results etc are scanned/filed promptly and in the correct patient computerised records
· Ensure that all new patients are registered onto the computer system promptly and accurately
Undertake any other additional duties appropriate to the post as requested by the Partners or the practice manager 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 holder’s 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 recognizes the importance of people’s 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 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 team’s 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 Recognize people’s 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
Qualifications Essential
GCSE grade A to C in English and Maths or equivalent
Experience Essential
Experience working in an office/reception environment
Desirable
Experience of working in primary care
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 ELLERGREEN MEDICAL CENTRE
Address 24 Carr Lane
West Derby
Liverpool
L11 2YA
United Kingdom
Employer's website https://www.ellergreenmc.nhs.uk/ (Opens in a new tab)