Job description

Job responsibilities

DUTIES TO INCLUDE

1. First point of contact for staff and patient queries.

2. To promote and maintain positive promotion of services offered.

3. Management of written and verbal patient complaints, including zero tolerance letters, liaising with the Management Team and GPs as necessary.

4. Completion of quarterly complaints report for discussion at Management Team meetings and submission of annual return.

5. Recording and circulation of positive feedback from patients.

6. Production of quarterly patient newsletter.

7. Compilation of the weekly rota for internal circulation.

8. Redirections of results, notifications and tasks for GPs on leave.

9. CQC administration and KLOES, ensuring tasks and action points are completed, as guided.

10. Primary Care Network administration and associated workload.

11. Schedule audits in conjunction with the Management Team and ensure all are logged on Practice Index.

12. Significant Event analysis administration.

13. Requesting DBS Checks for staff as directed.

14. Maintenance of the telephone system ensuring prompts are updated, patient flow is maximised, adding closed dates, etc.

15. Responsible for the maintenance and administration of Practice Index in accordance with management guidelines including uploading policies, logging of clinical registrations etc.

16. Organisation of staff and GP meetings, including preparation of agenda, action point lists and minute taking.

17. To assist with clinical rotas in SystmOne as directed, including weekly holding of slots and amending screens as and when changes occur.

18. Administration for the GP Trainers, Registrars and Students including: rotas, logging leave/absences on ESR, liaising with the Lead Employer, booking rooms, and administration for quarterly meetings.

19. Check in/issue Doctors Bags for Registrars.

20. Assist with the recruitment of new staff, including placing advertisements, co-ordination of interviews and liaison with candidates.

21. Check staff absence line and take appropriate action as necessary.

22. Validation of GP leave between rota book and Practice Index.

23. Production and maintenance of generic documents.

24. Assist with keeping the website and other information for patients up to date.

25. Collate, record and circulate Friends and Family results.

26. Training staff and GPs as directed. Producing and updating the annual mandatory training and Protected Learning Time schedule. Allocating training courses to staff and ensuring completion.

27. Organisation of social events and gifts as necessary.

28. Check credit and any undeliverable items on the postage portal.

29. Ensuring premises checks are undertaken, such as fire alarms, legionella testing, panic alarms, fire door checks, calibration of equipment, health and safety checks etc, either organising for external companies, Practice Administrator or yourself to complete in accordance with the schedules.

30. Liaison with external contractors to arrange cleaning, building and maintenance work as necessary.

31. Assist with the Practice accounts, inputting payroll onto Sage, management of NEST pension scheme, and preparing the monthly suppliers payments using Xero.

32. Updating the on-line Workforce Reporting return on a monthly basis.

33. Any other duties that may be required and agreed by the Management Team and GPs

Person Specification

Qualifications

Essential

• Good standard of general education
• GCSE Mathematics C or above
• GCSE English C or above

Desirable

• RSA II Word Processing/Information Technology
• European Computer Driving Licence (ECDL)

Behaviours

Essential

• Smart, polite and confident
• Planning and organising
• Performing under pressure
• Adaptability
• Team working
• Using initiative
• Self motivated
• Flexibility
• Confidentiality
• Compassionate

Knowledge

Desirable

• A detailed understanding of a General Practice environment
• Knowledge of SystmOne

Experience

Essential

• Practical experience of working with others
• Experience of using own initiative
• Experience of dealing with complaints
• Experience of dealing with the public

Desirable

• Experience of working within a General Practice office environment
• Practical experience of computerised recording systems
• Experience of electronic accounting packages
• Experience of payroll

Skills

Essential

• Excellent communication skills (Written and Oral)
• IT skills
• Time Management and the ability to work to deadlines
• Problem solving skills
• Interpersonal skills
• Organisation

Desirable

• Mentoring skills

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

Abbey House Medical Practice

Address

Golding Close

Daventry

Northamptonshire

NN11 4FE

United Kingdom

Employer's website

https://www.abbeyhousemedicalpractice.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

1. Opening of premises, restoring telephone and computerised appointment systems or at the end of Surgery - switching over of telephone systems, recording new messages (dependent whether am or pm working).

2. Receiving and routing patients on arrival in an efficient and courteous manner.

3. Making new and follow up appointments, both face to face and via the telephone.

4. Handling general enquiries and promoting the services offered by the Surgery.

5. Informing patients of cancelled appointments.

6. Receiving payments from patients and providing receipts when required.

7. Completion of T/R forms together with computer entries.

8. Using computer as required.

9. Leaving reception area/call centre tidy and ready for incoming colleagues together with information regarding unresolved or urgent information.

10. Making tea/coffee for visitors/Doctors as and when necessary.

11. Tidying waiting areas when necessary.

12. Dealing with all incoming and outgoing post.

13. Ensuring sufficient stationery supplies are available in reception and call centre.

14. Collection point for prescriptions/sick notes etc.

15. Testing fire alarms on a regular basis.

16. Input change of address forms onto computer.

17. Making up of antenatal packs as required.

18. Photocopying and shredding as and when required.

19. Issuing self certification forms etc for patients to complete.

20. Registration of all new patients, preparation of their files and inputting information onto the computer in respect of immunisations, cytology results and rubella status for new female patients.

21. Scanning of correspondence, forwarding as necessary via e-mail and placing in patients electronic records.

22. Repeat prescriptions and associated administration.

23. Update patients notes and add read codes as directed by the Doctors.

24. Ensuring summaries are added accurately to patients notes.

25. Keeping of accurate appointment statistics.

26. Clinical administration support.

27. Any other duties that may be required and agreed by the Doctors and Practice Manager.

Person Specification

Experience

Essential

• Excellent communication skills - Written / Face to face / Telephone
• Previous customer service experience
• Previous experience of working within a team
• Basic computer knowledge / qualification

Desirable

• Confidentiality experience
• Use of own initiative
• Previously employed in the NHS
• Previous reception experience
• Administration skills
• Multi-tasking
• Flexibility
• Windows skills - Word / Excel
• SystmOne skills (Medical System)
• Experience of using appointment systems

Employer details

Employer name

Abbey House Medical Practice

Address

Golding Close

Daventry

Northamptonshire

NN11 4FE

United Kingdom

Employer's website

https://www.abbeyhousemedicalpractice.nhs.uk/ (Opens in a new tab)