Job description

Job responsibilities

If you are successfully recruited to this position we will agree with you a work plan which will be in line with the standard BMA contract.

Person Specification

Qualifications

Essential

• Medical Degree
• Full GMC Registration
• Entry on the national Performers List as a General Practitioner

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Aspiro Healthcare

Address

Woodsend Medical Centre

School Place

Corby

Northamptonshire

NN18 0QP

United Kingdom

Employer's website

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

Job description

Job responsibilities

Shift Lead - Contact Centre - Job Description

Job Purpose

The Shift Lead will provide day-to-day supervision, guidance and support to the Contact Centre team, shift-based between the hours of 07:30 and 18:40 Monday - Friday. The post holder will coordinate staff workloads, monitor telephone and digital demand and ensure patient contacts are managed effectively and within agreed timescales.

The Shift Lead will act as the first point of contact for staff queries and escalated patient concerns. They will oversee key patient contact channels, including, telephone calls, Rapid Health, website enquiries and shared practice email inboxes, while supporting service quality, staff performance and continuous improvement.

Key Responsibilities

Team Leadership & Supervision

• Provide day-to-day supervision, guidance and support to Patient Services Advisors during the shift.
• Coordinate and prioritise staff workloads across telephone and digital patient-access channels.
• Adjust the allocation of work according to staffing levels, demand and service priorities.
• Manage staff breaks and shift cover to maintain appropriate service levels.
• Act as the first point of contact for staff requiring guidance or support with complex queries.
• Provide constructive feedback and coaching to support staff performance and development.
• Identify training or development needs and raise these with the Patient Services Manager.
• Support the induction and training of new and existing team members.
• Promote a professional, supportive and patient-focused working environment.

Operational Management

• Monitor telephone queues, digital demand and outstanding workloads throughout the shift.
• Oversee and support Patient Services Advisors to complete Rapid Health requests on behalf of patients, ensuring information is accurately recorded before clinical triage by a GP.
• Monitor and coordinate responses to queries received through the practice website, ensuring they are handled accurately and within agreed timescales.
• Oversee and coordinate the management of shared practice email inboxes, allocating work appropriately and ensuring correspondence is actioned, responded to or escalated within agreed timescales.
• Ensure staff maintain accurate records of patient contacts and actions taken on the relevant clinical systems.
• Ensure outstanding work, staffing concerns and significant issues are included in an effective end-of-shift handover.

Patient Support and Escalations

• Act as the first point of escalation for patients, carers or representatives when an enquiry cannot be resolved by a Patient Services Advisor.
• Manage challenging or sensitive conversations calmly, professionally and respectfully.
• Resolve concerns within the scope of the role and escalate complaints, patient-safety concerns or clinical matters through the appropriate process.
• Support staff when managing distressed, anxious or frustrated patients.
• Ensure urgent concerns are identified and escalated in accordance with practice procedures.

Quality & Compliance

• Monitor adherence to safeguarding, confidentiality, and data protection policies.
• Identify and escalate issues impacting service quality or patient safety.
• Support training and development by identifying team training needs and facilitating learning opportunities.

Communication & Reporting

• Serve as the main point of contact during the shift for team members and other departments.
• Keep the Patient Services Manager informed of significant staffing, performance or service-delivery concerns.
• Provide clear and timely information about telephone demand, digital workloads and outstanding work.
• Maintain appropriate records of significant shift issues, incidents and actions taken.
• Participate in team meetings and contribute to service-development and improvement initiatives.
• Communicate changes to processes and procedures clearly and consistently to the team.

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. Post-holders must adhere to the following principles:

• 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 Aspiro 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 Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to Aspiro 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;
• Active reporting of health and safety hazards and infection hazards immediately when recognised;
• Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role
• Undertaking periodic infection control training (minimum annually);
• Reporting potential risks identified to the Aspiro Management

Equality & Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Aspiro 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.

Job Description Reviews

This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.

Person Specification

Qualities/Attributes

Essential

• Ability to manage challenging conversations and de-escalate concerns
• Ability to organise, prioritise and allocate workloads
• Ability to provide constructive feedback and support staff development
• Ability to remain calm and make appropriate decisions under pressure
• Approachable, fair and consistent when supporting staff
• Ability to work independently and use appropriate judgement
• Ability to work collaboratively as part of a wider team
• Flexible and able to adapt to changing service demands

Other

Essential

• Flexibility to work across the required shift pattern

Desirable

• Hold full UK drivers licence

Experience

Essential

• Experience of working in a fast-paced patient-service or contact-centre environment
• Previous leadership, supervisory or senior team experience

Desirable

• Experience of working within Primary Care
• Experience of SystmOne, Rapid Health or similar healthcare systems

Qualifications

Essential

• GCSE English Grade C/4 or equivalent
• A demonstrable commitment to Continuous Professional Development

Knowledge/Skills

Essential

• Strong leadership and team-support skills
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making skills
• Competent using Outlook, Word, Excel and digital communication systems

Employer details

Employer name

Aspiro Healthcare

Address

Hollybrook Medical Centre

Hollybrook Way

Littleover

Derby

DE23 3TX

United Kingdom

Employer's website

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

Job description

Job responsibilities

To support the safe and effective delivery of patient care across four GP practices by providing high-quality clinical administrative support, with a particular focus on long-term condition (LTC) recalls, routine and scheduled testing, rota coordination, and enhanced service activity.

This is an expansion role within a strong, established centralised team, created to support increasing workload and maintain high standards of patient care and operational performance.

Key Responsibilities

1. Long Term Condition (LTC) Recall & Patient Follow-Up

• Coordinate and manage recall processes for patients with long-term conditions in line with practice protocols and national guidance
• Ensure patients are invited for routine and scheduled reviews, monitoring, tests, and treatments, e.g, blood tests, monitoring, reviews.
• Respond to patient queries relating to long-term condition recalls and monitoring, escalating appropriately where clinical input is required
• Maintain accurate recall systems and ensure timely follow-up of non-responders

2. Clinical Administration & Patient Support

• Act as a point of contact for patient queries related to long-term condition administration and recall processes
• Support accurate coding, tracking, and documentation related to recalls and monitoring activity
• Liaise with clinicians, nursing teams, and wider admin colleagues to ensure recall activity supports clinical priorities

3. Rotas & Operational Support

• Support the creation and maintenance of clinical rotas.
• Work closely with the team leader to ensure rotas align with demand, capacity, and service requirements.
• Process daily urgent care letters to ensure accurate patient information from outside services.

4. Enhanced Services & Claims

• Support the administration and submission of Local Enhanced Service (LES) claims
• Ensure activity is accurately recorded, collated, and submitted in line with contractual requirements and deadlines

5. Data, Reporting & Team Support

• Support the Central Operations Team Leader with data collation, validation, and presentation
• Assist with preparing reports relating to recalls, enhanced services, and activity monitoring
• Contribute to the continuous improvement of processes and workflows within the centralised team

Equality & Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Aspiro 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.

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. Post-holders must adhere to the following principles:

• 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 Aspiro policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Job Description Reviews

This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.

Person Specification

Knowledge/Skills

Essential

• Confident and professional communication skills, both written and verbal
• Strong organisational skills with the ability to manage recalls, deadlines, and competing priorities
• Problem solving/multi-tasking
• Excellent attention to detail and commitment to data accuracy
• Good IT skills, including clinical systems and Microsoft Office

Desirable

• Knowledge of Local Enhanced Services and claims processes
• Understanding of primary care workflows and patient pathways

Values & Approach

Essential

• Patient-focused and quality-driven
• Proactive, organised, and solutions-focused
• Collaborative and supportive of colleagues
• Committed to continuous improvement

Other

Desirable

• Hold full UK drivers licence

Qualifications

Essential

• Educated to GCSE level including English Grade C or equivalent
• A demonstrable commitment to Continuous Professional Development

Experience

Essential

• Experience of delivering excellent customer service
• Experience working in a fast-paced environment
• Previous experience in an administrative role

Desirable

• Experience of working within Primary Care
• Experience of SystmOne clinical system
• Experience with long-term condition recalls and monitoring
• Experience supporting data reporting or performance monitoring

Qualities/Attributes

Essential

• Able to demonstrate enthusiasm to developing skills
• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work effectively as part of a centralised team supporting multiple sites
• Ability to work as part of an integrated multi-skilled team
• Pleasant and articulate
• Able to work under pressure and use own initiative
• Able to work in a changing environment

Employer details

Employer name

Aspiro Healthcare

Address

Hollybrook Medical Centre

Hollybrook Way

Littleover

Derby

DE23 3TX

United Kingdom

Employer's website

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

Job description

Job responsibilities

Duties & Responsibilities

Patient Care:

Assessment, management and treatment of conditions within competence and as delegated.

• Chronic Disease Management such as: Asthma, COPD, Diabetes, Learning Disabilities, Long Term Conditions, NHS Health Checks.
• Observations such as: ECGs, blood pressures, bloods, foot checks, urine analysis.
• Procedures such as: spirometry, ear syringing, cervical cytology.
• Wound care and minor injuries management i.e. removal of sutures and dressings.
• General health and lifestyle advice.
• Injections such as: B12 injections, hormone injections i.e. Depo.
• Vaccinations such as: childhood immunisations, travel vaccinations, shingles, pneumococcal and shingles.
• QoF and Enhanced Services.
• Referrals.
• Chaperoning duties.

Record Keeping and Administration:

• Accurately label and document patient samples and submit for collection and analysis.
• Contribute to nursing team record keeping (clinical, administrative, health and safety related records).
• Maintain skills in using patient appointment system.
• Make accurate and contemporaneous records of all patient encounters in accordance with practice records, protocols and coding protocols.

Other Duties:

The Practice Nurse may, from time to time, be asked to undertake other reasonable duties, with appropriate training. It is important that all members of staff are prepared to undertake additional or relinquish current duties to maintain service delivery to patients. It is expected that requests from the Partners / Operations Manager will not be unreasonably refused.

Please see the attached job description and person specification for more information about the Practice Nurse role.

Person Specification

Experience

Essential

• Experience of working in accordance with the NMC Code of Professional Conduct (2002) and The Scope of Professional Practice (1992).

Desirable

• Experience of working within Primary Care.
• Experience of SystmOne clinical system.

Qualities / Attributes

Essential

• Able to demonstrate enthusiasm to develop nursing skills.
• An understanding, acceptance and adherence to the need for strict confidentiality.
• Ability to use own judgement, resourcefulness and common sense.
• Ability to work without direct supervision and determine own workload priorities.
• Ability to work as part of an integrated multi-skilled team.
• Pleasant and articulate.
• Able to work under pressure and use own initiative.
• Able to work in a changing environment.

Qualifications

Essential

• Registered General Nurse.
• A demonstrable commitment to Continuous Professional Development.

Desirable

• Qualifications in Chronic Disease Management: i.e. Asthma, COPD & Diabetes.

Knowledge / Skills

Essential

• Competent in basic nursing duties required for the post of a treatment room nurse including:
• Wound care management
• Injections / vaccinations
• Health and lifestyle reviews
• Excellent communication skills

Other

Essential

• Flexibility of working hours, ability to work at the desired times and across multiple sites.

Desirable

• Hold full UK drivers licence.

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Aspiro Healthcare

Address

Hollybrook Medical Centre

Hollybrook Way

Littleover

Derby

DE23 3TX

United Kingdom

Employer's website

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

Job description

Job responsibilities

Job Role & Purpose

An exciting opportunity has arisen to join Aspiro Healthcare Derby as Deputy Operations Manager, with primary responsibility for supporting the Head of Operations, and will take ownership in ensuring the smooth running of the practice on a day to day basis. You will be a dynamic individual who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions and escalate issues appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal and written communication skills, and have experience of dealing with difficult or challenging situations or individuals. You will have considerable experience of working in a patient, public or customer-facing role. The successful candidate will have experience in a fast-paced office environment, have good IT skills, experience in using clinical systems such as SystmOne, and will have demonstrable customer service skills. This is a new role and therefore it is expected that this job description will be further defined as the role evolves.

KeyDuties&Responsibilities

1. General/Operational Leadership

• Support the day-to-day operational running of practices, ensuring services are delivered efficiently and safely.
• Line manage both clinical and non-clinical staff across practices.
• Provide visible leadership across teams, supporting decision-making and escalation of operational issues as required.
• Contribute to business continuity planning, responding to operational pressures and service disruption where necessary.
• Work closely with the Operations Manager to support delivery of organisational priorities.

2. Workforce & People Management

• Provide line management support to clinical and non-clinical staff.
• Lead on day-to-day people management matters including performance, attendance, conduct and wellbeing.
• Support recruitment, onboarding and workforce planning to ensure appropriate staffing levels are maintained.
• Ensure staff training, induction and development are completed in line with organisational requirements.
• Co-ordinate the organisation of practice meetings to ensure effective outcomes.
• Support delivery of appraisal processes and ongoing performance monitoring.

3. Practice Operations & Patient Services

• Oversee the effective day-to-day running of operational processes, ensuring services meet patient need and demand.
• Support the management of appointment systems, ensuring demand and capacity are balanced appropriately.
• Work with teams to improve patient access, flow and experience across services.
• Support the consistent delivery of operational processes across sites, driving standardisation where appropriate.
• Ensure effective rota planning and cover arrangements are in place across teams.

4. Performance & Service Improvement

• Monitor operational performance, identifying areas for improvement and taking action where required.
• Use data and reporting (including clinical systems such as SystmOne) to inform decision-making and service improvement.
• Support delivery of audits, reviews and improvement initiatives to enhance service quality.
• Identify opportunities to improve efficiency, patient experience and staff productivity.

• Support clinical governance processes including significant events, complaints and risk management.
• Support the Operations Manager to ensure that the practice complies with NHS contractual obligations in relation to patient care.
• Ensure compliance with CQC standards and support inspections and regulatory requirements.
• Maintain and review practice policies and procedures, ensuring they remain up to date and embedded in practice.
• Work collaboratively with relevant leads to ensure safe and effective service delivery.

• Build effective working relationships with practice teams and internal departments.
• Liaise with external stakeholders including PCNs, ICBs and partner organisations as required.
• Work collaboratively with and engage the Patient Participation Group (PPG), supporting patient involvement and feedback.
• Support communication across teams to ensure consistent and coordinated approaches to service delivery.

• Maintain oversight of operational systems and ensure accurate record keeping.
• Support reporting requirements, providing updates on staffing, service delivery and performance.
• Ensure effective communication of operational information across teams.

• Undertake any other duties commensurate with the role to support the effective running of services.

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. Post-holders must adhere to the following principles:

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 Aspiro 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 Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to Aspiro 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;
• Active reporting of health and safety hazards and infection hazards immediately when recognised;
• Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role.
• Undertaking periodic infection control training (minimum annually);
• Reporting potential risks identified to the Aspiro Management Team.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Aspiro 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.

This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.

Person Specification

Experience

Essential

• Experience in a fast-paced operational or office environment.
• Experience in a patient-facing, public-facing or customer service role.
• Experience of managing or supervising staff (clinical and/or non-clinical).
• Previous line management experience.
• Experience handling difficult or challenging situations / conflict.
• Experience of workforce management including recruitment, onboarding and rota planning.
• Experience of performance management, absence management and staff wellbeing.

Desirable

• Experience working within General Practice/Primary Care/NHS healthcare setting.
• Experience supporting audits, service improvement or quality initiatives.
• Experience working across multiple sites or services.

Personal Attributes

Essential

• Approachable, supportive and team-focused.
• Self-motivated and organised.
• Adaptable and flexible.
• Proactive and solution-focused mindset.
• High level of integrity and ability to maintain confidentiality.
• Ability to work independently and collaboratively.
• Adaptable and flexible in response to service needs.
• Commitment to high-quality patient care and service delivery.

Knowledge and Skills

Essential

• Strong organisational and operational management skills.
• Excellent verbal and written communication skills.
• Strong IT skills including Microsoft Office.
• Ability to analyse data and use reporting to inform decisions.
• Ability to manage competing priorities and workload under pressure.

Desirable

• Experience using clinical systems (e.g. SystmOne).
• Understanding of NHS contractual requirements / CQC standards.
• Knowledge of HR processes and employment practices.
• Understanding of QOF and enhanced services.

Other Requirements

Essential

• Willingness to travel across sites.
• Full UK driving license.
• Flexibility to meet service demands (e.g. occasional extended hours).
• Commitment to equality, diversity and inclusion.

Qualifications

Essential

• Educate to A-level (or equivalent).

Desirable

• Management or leadership qualification (e.g. ILM, CIPD, NVQ Level 4/5 or equivalent).
• Evidence of ongoing professional development.
• Training in HR / people management practices.

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

Aspiro Healthcare

Address

Hollybrook Medical Centre

Hollybrook Way

Littleover

Derby

DE23 3TX

United Kingdom

Employer's website

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

Job description

Job responsibilities

Job Purpose

The Patient Services Advisor is part of our Contact Centre Team, is the first point of contact for patients as a Call Handler accessing Aspiro Healthcare services by telephone and through digital platforms. You will provide a professional, compassionate and efficient service, helping patients access the most appropriate clinician, service or care pathway.

The post holder will provide a professional, compassionate and efficient service, ensuring patients are directed to the most appropriate clinician or service while supporting safe and effective patient access across the organisation.

Main responsibilities

• Manage incoming patient contacts via telephone and online consultation systems, including Rapid Health, ensuring accurate capture of patient needs and appropriate signposting.
• Book, amend and cancel appointments in line with practice protocols, using clinical triage outcomes and appointment prioritisation guidelines.
• Navigate and utilise the Rapid Health system to support efficient patient access, ensuring requests are directed to the most appropriate clinician or service.
• Respond to a wide range of patient enquiries in a professional, empathetic and timely manner, both verbally and electronically.
• Accurately input and maintain confidential patient information on clinical systems in line with data protection requirements.
• Liaise effectively with external organisations including hospitals, community services and other healthcare providers.
• Communicate clearly and efficiently with GPs and the wider primary care team, ensuring accurate and timely message-taking and escalation where required.
• Identify and prioritise urgent patient needs, ensuring those requiring same-day or emergency care are managed safely and in accordance with practice procedures.
• Support patient flow by managing unscheduled demand in a structured and non-disruptive way.
• Provide clear guidance to patients on practice processes, including registration, temporary services and access to care pathways.
• Inform patients of any applicable fees for private or non-NHS services and support associated administrative processes.
• Manage challenging conversations professionally and calmly.
• Support patients who may be distressed, anxious or frustrated.
• Deliver excellent customer service while maintaining practice policies and procedures.
• Support patients to access digital services including online consultations and NHS App functionality.
• Promote digital-first access where appropriate.
• Assist patients with navigating online healthcare services.

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. Post-holders must adhere to the following principles:

• 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 Aspiro 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 Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to Aspiro 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;
• Active reporting of health and safety hazards and infection hazards immediately when recognised;
• Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role
• Undertaking periodic infection control training (minimum annually);
• Reporting potential risks identified to the Aspiro Management

Equality & Diversity

• The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Aspiro 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.

Job Description Reviews

This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.

Person Specification

Qualities/Attributes

Essential

• Able to demonstrate enthusiasm to developing skills.
• An understanding, acceptance and adherence to the need for strict confidentiality.
• Ability to use own judgement, resourcefulness and common sense.
• Ability to work without direct supervision and determine own workload priorities.
• Ability to work as part of an integrated multi-skilled team.
• Pleasant and articulate.
• Able to work under pressure and use own initiative.
• Able to work in a changing environment.

Qualifications

Essential

• Educated to GCSE level including English Grade C or equivalent.
• A demonstrable commitment to Continuous Professional Development

Experience

Essential

• Experience of delivering excellent customer service.
• Experience working in a fast-paced environment.

Desirable

• Experience of working within Primary Care.
• Experience of SystmOne clinical system.

Other

Essential

• Flexibility of working hours / ability to work at the desired times and across multiple sites.

Desirable

• Hold full UK drivers licence.

Knowledge/Skills

Essential

• Excellent communication skills.
• Problem solving/multi-tasking.
• Competent in using Microsoft Office programmes (Outlook, Word, Excel).

Employer details

Employer name

Aspiro Healthcare

Address

Hollybrook Medical Centre

Hollybrook Way

Littleover

Derby

DE23 3TX

United Kingdom

Employer's website

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