Job description

Job responsibilities

1. Communications and Relationship skills - (Factor 1)

• To greet service users in an efficient and friendly manner.
• To answer online requests and telephone enquiries sensitively and initiate appropriate action, including care navigation to appropriate community services.
• Be sympathetic and sensitive to the requirements of staff, service users and stakeholders when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour.
• To use own initiate to answer queries, and forward relevant communication to staff
• Ensure the smooth running of the practice by providing an initial point of contact for telephone/e-mail or face to face enquiries.
• To be responsible for accurate data entry of patient information to comply with practice policy.
• To assist the practice manager and reception supervisors in any necessary administration duties delegated.
• Support and uphold an open, positive and honest working culture.

2. Analytical and Judgemental skills - (Factor 3)

• To monitor and collect all patient data required, ensuring compliance with accurate data collection.
• Contribute to QOF targets and achievement.
• Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision.
• Ability to recognise situations that should be referred onto the Supervisor / Line Manager and take prompt and appropriate action.
• Identify and promote best practice and innovation to improve efficiency and productivity

• Manage the day to day practice administration, ensuring that correct procedures are implemented and monitored. For example:

- Handling online requests, telephone and face to face requests

- Processing appointment s/home visit requests

- Processing new registrations

- Processing prescription requests

- Processing referrals to other services

• Daily preparation of clinical rooms, including clinical supplies, forms etc.
• Daily review of patient waiting areas, ensuring area is clean & tidy.
• Work closely with colleagues to ensure quality standards are met in respect of crossover arrangements, office standards and communications.
• Attend meetings as required.
• There may be additional clerical duties based upon specific practice needs

4. Patient/ Client Care - (Factor 6)

• To adhere to the safeguarding policy for adults and children and act as an advocate by processing concerns appropriately, as per practice policy.
• Report all significant events, including near misses.
• Participate in the maintenance of the practice complaints register, and in resolving complaints and in improving serv ice.
• Practice the highest level of confidentiality when dealing with all aspects of patient information.
• Adhere to infection control guidance particularly the isolation of potentially infective patients.
• Adhere to emergency protocols for patients with suspected cardiac conditions, sepsis etc.
• Navigate patients to appropriate community services as per CCG care navigation programme.

5. Policy and Service Development Implementation - (Factor 7)

• To monitor and collect all patient data required and ensure that we are compliant with accurate data collection.
• To assist the management team in implementing service development initiatives.
• Contribute to achievement of CQC Fundamental Standards
• Participate in activities to assess compliance with CQC Fundamental Standards.

• Comply with all practice policies and procedures, ensuring maintain awareness, understanding and adherence to all practice policies, and ongoing updates/amendments as per intranet, particularly relating to sickness/absence, safeguarding, confidentiality, health and safety, fire safety and evacuation, information governance and disaster recovery.

6. Financial and Physical Development (including equipment, stock etc.) - (Factor 8)

• To use own initiative to maintain stationary stocks, answer queries, and forward relevant communication to staff.
• Handle payments to the practice by cash, credit card, cheque and transfer.
• Use all equipment in accordance with published instructions and guidelines.
• Report to the practice manager any faults ort safety worries with equipment and the premises.
• Maintain adequate security measures, ensuring all clinical rooms etc. are locked when not in use.

7. Human Resources (including developing and delivering training) - (Factor 9)

• Participate in the training and induction of new staff as required including GP Locums.
• Undergo further training as required by the practice.
• Adhere to practice dress code.
• Participate in regular personal development reviews.
• Adhere to practice HR policies and procedures

Job responsibilities

1. Communications and Relationship skills - (Factor 1)

• To greet service users in an efficient and friendly manner.
• To answer online requests and telephone enquiries sensitively and initiate appropriate action, including care navigation to appropriate community services.
• Be sympathetic and sensitive to the requirements of staff, service users and stakeholders when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour.
• To use own initiate to answer queries, and forward relevant communication to staff
• Ensure the smooth running of the practice by providing an initial point of contact for telephone/e-mail or face to face enquiries.
• To be responsible for accurate data entry of patient information to comply with practice policy.
• To assist the practice manager and reception supervisors in any necessary administration duties delegated.
• Support and uphold an open, positive and honest working culture.

2. Analytical and Judgemental skills - (Factor 3)

• To monitor and collect all patient data required, ensuring compliance with accurate data collection.
• Contribute to QOF targets and achievement.
• Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision.
• Ability to recognise situations that should be referred onto the Supervisor / Line Manager and take prompt and appropriate action.
• Identify and promote best practice and innovation to improve efficiency and productivity

• Manage the day to day practice administration, ensuring that correct procedures are implemented and monitored. For example:

- Handling online requests, telephone and face to face requests

- Processing appointment s/home visit requests

- Processing new registrations

- Processing prescription requests

- Processing referrals to other services

• Daily preparation of clinical rooms, including clinical supplies, forms etc.
• Daily review of patient waiting areas, ensuring area is clean & tidy.
• Work closely with colleagues to ensure quality standards are met in respect of crossover arrangements, office standards and communications.
• Attend meetings as required.
• There may be additional clerical duties based upon specific practice needs

4. Patient/ Client Care - (Factor 6)

• To adhere to the safeguarding policy for adults and children and act as an advocate by processing concerns appropriately, as per practice policy.
• Report all significant events, including near misses.
• Participate in the maintenance of the practice complaints register, and in resolving complaints and in improving serv ice.
• Practice the highest level of confidentiality when dealing with all aspects of patient information.
• Adhere to infection control guidance particularly the isolation of potentially infective patients.
• Adhere to emergency protocols for patients with suspected cardiac conditions, sepsis etc.
• Navigate patients to appropriate community services as per CCG care navigation programme.

5. Policy and Service Development Implementation - (Factor 7)

• To monitor and collect all patient data required and ensure that we are compliant with accurate data collection.
• To assist the management team in implementing service development initiatives.
• Contribute to achievement of CQC Fundamental Standards
• Participate in activities to assess compliance with CQC Fundamental Standards.

• Comply with all practice policies and procedures, ensuring maintain awareness, understanding and adherence to all practice policies, and ongoing updates/amendments as per intranet, particularly relating to sickness/absence, safeguarding, confidentiality, health and safety, fire safety and evacuation, information governance and disaster recovery.

6. Financial and Physical Development (including equipment, stock etc.) - (Factor 8)

• To use own initiative to maintain stationary stocks, answer queries, and forward relevant communication to staff.
• Handle payments to the practice by cash, credit card, cheque and transfer.
• Use all equipment in accordance with published instructions and guidelines.
• Report to the practice manager any faults ort safety worries with equipment and the premises.
• Maintain adequate security measures, ensuring all clinical rooms etc. are locked when not in use.

7. Human Resources (including developing and delivering training) - (Factor 9)

• Participate in the training and induction of new staff as required including GP Locums.
• Undergo further training as required by the practice.
• Adhere to practice dress code.
• Participate in regular personal development reviews.
• Adhere to practice HR policies and procedures

Person Specification

Qualifications

Essential

• Experience of working in a healthcare environment
• Evidence of a good general education (e.g. GCSE English and Maths A-C)
• Must have basic computer skills and willingness to learn and participate in new systems.
• Demonstrates basic numerical and English comprehension skills
• Excellent organisational skills to manage own workload and assist team to operate service

Desirable

• Knowledge of EMIS system

Analytical and Judgmental

Essential

• Able to make judgements based on own initiative within the scope of their own work.
• Ability to retrieve information from other departments
• Ability to pay attention to detail where there are predictable interruptions to the work pattern

Planning and Organisational

Essential

• Work effectively and flexibly as part of a team to meet the needs of the services
• Good time management skills
• Ability to multi-task

Experience

Essential

• Experience of working in a healthcare environment
• Must have experience in dealing directly with customers / members of the public.
• Good listening skills with attention to detail.

Desirable

• Experience of working in general practice as a GP receptionist or GP prescription clerk

Communication and Relationship Skills

Essential

• Good communication skills both verbal and written.
• A flexible attitude to work.
• Covering for colleagues in their absence
• Understand confidentiality and apply the principles in every day working practice
• Ability to deal professionally with enquiries from staff, service users and stakeholders

Desirable

• Proven ability to communicate with all levels of users

Physical Skills

Essential

• Standard keyboard / IT skills
• Experience of working with a range of Microsoft Office packages (e.g. Word, Excel and Outlook)

Desirable

• IT Qualification e.g. ECDL

Qualifications

Essential

• Experience of working in a healthcare environment
• Evidence of a good general education (e.g. GCSE English and Maths A-C)
• Must have basic computer skills and willingness to learn and participate in new systems.
• Demonstrates basic numerical and English comprehension skills
• Excellent organisational skills to manage own workload and assist team to operate service

Desirable

• Knowledge of EMIS system

Analytical and Judgmental

Essential

• Able to make judgements based on own initiative within the scope of their own work.
• Ability to retrieve information from other departments
• Ability to pay attention to detail where there are predictable interruptions to the work pattern

Planning and Organisational

Essential

• Work effectively and flexibly as part of a team to meet the needs of the services
• Good time management skills
• Ability to multi-task

Experience

Essential

• Experience of working in a healthcare environment
• Must have experience in dealing directly with customers / members of the public.
• Good listening skills with attention to detail.

Desirable

• Experience of working in general practice as a GP receptionist or GP prescription clerk

Communication and Relationship Skills

Essential

• Good communication skills both verbal and written.
• A flexible attitude to work.
• Covering for colleagues in their absence
• Understand confidentiality and apply the principles in every day working practice
• Ability to deal professionally with enquiries from staff, service users and stakeholders

Desirable

• Proven ability to communicate with all levels of users

Physical Skills

Essential

• Standard keyboard / IT skills
• Experience of working with a range of Microsoft Office packages (e.g. Word, Excel and Outlook)

Desirable

• IT Qualification e.g. ECDL

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

Fir Park Medical Centre

Address

Lanark Gardens

Upton Rocks

Widnes

Cheshire

WA8 9DT

Employer's website

https://www.firparkmedicalcentre.co.uk/ (Opens in a new tab)