Working in a busy practice puts our reception team in a special position of trust and responsibility. Your attitude to patients and the impression you make are of prime importance to the tone of the practice as a whole. We wish to provide a courteous and caring service to our patients at all times.
When working with our reception team you will be expected to:
- Provide a professional service
- Offer excellent customer service, with a caring and compassionate approach
- Help patients to find the best solution for their problem
Your duties will include, but are not limited to, the following:
- Welcome patients
- Ensure that consulting rooms are prepared in readiness for each session, checking the full range of forms is available and re-stocking as required.
- To register new patients ensuring data recorded is precise and consistent.
- To process and record information in accordance with practice policy.
- Monitoring the practice appointment system.
- To ensure emergency appointments are made for those patients needing them.
- To explain practice arrangements and formal requirements to new patients and those seeking temporary registration, ensuring procedures are completed.
- To action requests for transport/translators/ambulances etc and to enter details in record book.
- To ensure the reception office is kept tidy and well stocked.
- To order stationery from PCT/Shared Services as needed.
- To undertake any duties requested by the management team
- To take messages and act on them appropriately following practice policies.
- To process repeat prescriptions in accordance with practice procedural guidelines.
- To liaise with hospitals/district nurses/health visitors etc.
- To phone for results and pass them to correct healthcare professional.
- To welcome visitors and provide refreshments to them and the doctors as required.
- Loading and emptying the dishwasher and keeping the kitchen clean and tidy.
- To ensure clinical waste is dealt with correctly and any problems reported immediately to the reception coordinator/operational supervisor.
- As the new structure develops it is envisaged that the post holder will be given specific areas of work to undertake during their working week. These will be discussed and training provided as required.
Our admin team are the backbone of our practice and ensure that everything runs smoothly. You will need to work diligently and efficiently to ensure that patient information is processed in a safe and timely manner.
Your duties will include, but are not limited to, the following:
- Ensure correspondence, reports, results etc are filed in the correct way and in the correct record.
- Ensure records are kept neat and tidy and in good repair with all necessary information recorded on the electronic record and outer envelope of manual records.
- Ensure records are filed in a timely and organised manner
- Ensure that patient referrals are processed in line with practice policies and that patients who do not book their appointments are followed up
- Ensure that any patient records incorrectly sent to the practice are returned to their original sender
- Process new medical records that arrive each week so that they can be summarised and filed in a timely manner
- Support the management team by running errands to help prepare for meetings or generally help with the smooth running of the practice
- 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. All such information, from any source, is to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues and 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.
HELATH AND SAFETY
- The post holder will assist in promoting and maintaining their own and others health and safety and security as laid out in the staff handbook and health and safety manual. This will include:
- Using personal security systems within the workplace according to practice guidelines.
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way 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 recognises 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 the individual, is non-judgemental and respects their circumstances, feeling, priorities and rights.
PERSONAL AND PROFESSIONAL DEVLEOPMENT
- 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 their own personal and or professional development
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 patient’s needs.
- Effectively manage own time, workload and resources.
The post holder should recognise 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 people’s needs for alternative methods of communication and respond accordingly.
CONTRIBUTION TO IMPLEMENTATION OF SERVICES
The post holder will:
- Apply practice policies, standards and guidance
- Discuss with other team members how the policies, standards and guidelines will affect own work
- Participate in audit as required.
Once apprenticeship has been completed there is a potential for a perm role after and ability to apply for other roles within the NHS.
- NHS Pension
- Excellent communication skills
- Excellent customer service skills
- Excellent team working skills
- Excellent Microsoft Office skills
- An understanding and adherence to the need for strict confidentiality
- Flexibility of working hours/ able to work at the desired times
- Ability to use own judgement, resourcefulness and common sense
- Ability to work as part of an integrated multi-skilled team
- Pleasant and articulate
- Able to work under pressure
- Able to work in a changing environment
- Able to use own initiative
GCSEs A*-C (4 – 9) in English and maths or Functional Skills Level 2 or equivalent
Apprenticeship Programme: Business Administrator
Duration: 15 months
Course Type: Apprenticeship Standard
Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your work place.
The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.
These are grouped into 3 themes which complement each other and are as follows:
- Core Business & Administration
- Managing Self & Personal Skills
- Using Resources & Achieving Results.
- After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
- After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
- End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met.
- Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.
Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s A*–C /9-4 or equivalents in English and maths).