Job description

Job responsibilities

The following are the core responsibilities of the Medical Receptionist. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.

• Greet patients in a friendly manner.
• Direct patients appropriately within the practice and provide information as required.
• Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner.
• Respond to all queries and requests for assistance from patients and other visitors, including assisting patients to complete the relevant NHS forms.
• Action any admin tasks and requests in an efficient and effective
• Follow Practice procedures for opening and closing of all sites.
• Ensure total familiarity with all the appointment systems including the regular and incidental variations.
• Book appointments and recalls.
• Direct patients appropriately within the practice and provide information as required.
• Ensure patient confidentiality is maintained at all times.

Call Handling Duties

• Responding promptly to calls and providing a high level of service and signposting patients appropriately and effectively.
• Offering clear and concise information to patients, such as answering questions or explaining services.
• Making any outbound calls to follow up on previous inquiries or to provide additional information.
• Identifying when a call needs to be escalated to a higher level of support or management and doing so effectively.
• Ensuring calls are handled professionally, maintain a positive tone, and adhering to company standards.
• Ensure adherence to practice guidelines for patient identification.
• Manage all telephone and home visit requests as per the practice policy ensuring that all patient contact information is up to date.
• Participate in 121 meeting to review the quality of calls through call recordings and reflect on any improvements if required.
• Consistently maintain high productivity to foster positive feedback.
• Ability to deal with challenging situations calmly when required.
• Schedule and manage appointments for GPs, nurses, and other healthcare professionals.
• Handle appointment changes, cancellations, and reminders efficiently.
• Monitor appointment availability and optimize scheduling to reduce patient waiting times.

Person Specification

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Always maintain confidentiality

Desirable

• Experience of working in a healthcare setting
• Training or qualifications in administration, IT, or other related areas.
• Experience in an administrative role.

Qualifications

Essential

• A sound general education to GCSE level or equivalent, or equivalent working experience.
• A good standard of grammar and spelling in the English language.

Experience

Essential

• Experience of dealing with the general public, preferably in a customer service environment.
• Experience of using computers, with good keyboard skills
• Good administrative and organisational skills, with the ability to prioritise work.

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Skills

Essential

• Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
• The ability to work independently and use initiative
• The ability to produce work that is accurate, thorough, and well presented.
• A friendly and approachable manner, good with people skills, showing understanding, care, and assertiveness when appropriate
• A conscientious approach and commitment to working in an adaptable and flexible manner
• The ability to work calmly and effectively and deal with multiple demands even when busy.
• The ability to cope with occasional exposure to challenging behavior, distressing circumstances, or emotional events
• The ability to deal with personal information sensitively and respect peoples right to confidentiality
• The ability to work positively as a member of a busy team.
• The ability to influence others positively, negotiate constructively and resolve conflict successfully.
• The ability and willingness to engage with individuals to improve their personal performance
• The ability to give good and regular attendance.
• Demonstrate your competence in the English language. Assessed at interview/ Certificate of English proficiency

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

Brownlow Group Practice

Address

Brownlow Group Practice

70 Pembroke Place

Liverpool

L69 3GF

United Kingdom

Employer's website

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

Job description

Job responsibilities

The Mental Health Nurse Practitioner will assess individuals, families, and populations holistically, using a range of different assessment methods, using health promotion and prevention strategies; and comprehensively assess patients for risk factors and early signs of illness.

The Mental Health Nurse Practitioner will be expected to interpret and analyse complex clinical and non-clinical facts to form accurate diagnoses, prognoses for a wide range of conditions, to recommend / deliver the best course of intervention including the development of comprehensive packages of care.

The Mental Health Nurse Practitioner will plan, manage, and complete episodes of care, working in partnership with others and delegating /referring as appropriate; to optimise health outcomes and resource use, as well as providing direct support to patients and colleagues. They will use professional judgement in managing complex and unpredictable care events and capture the learning from these experiences to improve patient care and service delivery.

The Mental Health Nurse Practitioner will always maintain a high standard of patient focused care in accordance with practice policies and protocols. They will actively involve patients and families in providing feedback of their experience and suggestions for improvements.

Exemplary patient care and satisfaction is crucial, and the post holder will ensure the very highest standards of care are provided for our patients, providing an environment where they are engaged with, cared for, and their privacy and dignity maintained at all times.

Person Specification

Experience

Essential

• Minimum 3 years post registration experience
• Evidence of continuing professional development
• Clinical skills - mental health
• Clinical leadership skills
• Change management skills and ability to support patients to change lifestyle.
• Communication skills, both written and verbal
• Ability to communicate difficult messages to patients and families.
• Ability to provide teaching and mentorship in a clinical setting
• IT Skills

Desirable

• Primary care or community nursing experience
• Experience of quality initiatives such as clinical benchmarking
• Advanced communications skills course
• Negotiation and conflict management skills
• Knowledge of Emis System
• Audit experience

Qualifications

Essential

• Nursing and Midwifery Registered
• Registered Mental Health Professional
• Current UK Professional Registration

Desirable

• Clinical Supervision Training and Experience
• Mentor/Teaching qualification
• Non-medical Prescriber
• Independent /Supplementary Nurse Prescribing Qualification

Other Requirements

Essential

• 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).

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

Brownlow Group Practice

Address

Brownlow Health @ Pembroke Place

70 Pembroke Place

Liverpool

Merseyside

L69 3GF

United Kingdom

Employer's website

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

Job description

Job responsibilities

The following are the core responsibilities of the Rota Coordinator. There may, on occasion, be a requirement to undertake additional duties, depending on workload, staffing levels and service needs.

In accordance with Practice policies, procedures and guidelines, the postholder will be responsible for

Clinical Scheduling and Rota Management

Prepare, maintain and update clinical rotas in accordance with Practice policies and service requirements, ensuring rotas are produced accurately and up to 8 weeks in advance.

Ensure that all Brownlow Group Practice clinical rotas are accurately maintained and reflect current staffing arrangements, to ensure contractable obligations are met.

Process and record annual leave, study leave and other approved leave requests from clinicians in accordance with Practice policy, escalating queries or exceptional requests to the Access Lead or relevant clinical lead where appropriate.

Ensure all leave, workforce changes, job plan amendments and staff scheduling information are accurately maintained across clinical rotas and spreadsheets, as well as associated systems, including EMIS, PACO Connect and TeamNet.

Identify potential rota gaps, staffing pressures and service risks in advance and escalate these to the Access Lead where appropriate.

Liaise with clinical leads and service providers to coordinate rota requirements, capacity planning and room utilisation.

Arrange clinical sessions with locums, where required, in accordance with agreed Practice processes and service requirements.

Manage on-the-day rota changes, including sickness and emergency leave, taking appropriate action to maintain safe and effective access services and escalating issues where adequate cover cannot be secured.

Maintain and update EMIS appointment books and templates to ensure clinics accurately reflect agreed rotas, staffing arrangements, job plans and service requirements.

Communicate rota arrangements, staffing changes, capacity concerns and operational risks to relevant staff and the Access Lead in a timely manner.

Communication and Relationships

Liaise appropriately with Practice staff, the Primary Health Care Team, clinical leads, other NHS organisations and external agencies in relation to rota and scheduling matters.

Communicate sensitively and effectively with staff and, where appropriate, patients and carers.

Participate in relevant meetings and provide accurate operational information relating to rota and scheduling matters.

Team Working

Understand and work within the responsibilities and scope of the Rota Coordinator role.

Work effectively as part of the Rota Team and wider Practice team, supporting colleagues in a flexible, approachable and professional manner.

Work collaboratively with the Access Lead and other members of the Access Team to support effective service delivery.

Quality, Governance and Compliance

Ensure that information entered into Practice systems is accurate, timely and appropriately maintained.

Maintain confidentiality and comply with the requirements of data protection, information governance and Practice policies.

Follow Practice policies and procedures relating to health and safety, security, confidentiality and service delivery.

Participate in quality improvement activities relevant to the rota and scheduling function, including identifying opportunities to improve accuracy, efficiency and effectiveness.

Contribute to investigations, significant event reviews, complaints processes and other governance activities where relevant to the role.

Training, Learning and Development

Participate in appraisal, supervision, mandatory training and other learning and development activities required for the role.

Maintain and develop knowledge and competence in the systems and processes required to undertake the role effectively.

Support the induction of new staff, students and other attached professionals where appropriate.

Provide training and practical support to colleagues in relation to rota and scheduling processes within the scope of the role.

Person Specification

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Qualifications

Essential

• Good general computer skills, including the ability to use Microsoft Office.
• A sound general education to GCSE level or equivalent, or equivalent working experience, or relevant qualifications.
• Evidence of excellent administration and organizational skills with the ability to manage time effectively to meet deadlines.
• Previous experience that demonstrates good attention to detail.
• An excellent standard of grammar and spelling in the English language

Skills

Essential

• A friendly and approachable manner, with good people skills, showing understanding, care, and assertiveness when appropriate
• The ability to work independently and use initiative.
• The ability to produce accurate and thorough work in a prompt and efficient manner, working to set timescales
• The ability to communicate clearly and effectively with a wide range of individuals, both verbally and in writing.
• The ability to manage conflict calmly and positively and adhere to procedures under pressure.
• A conscientious approach and commitment to working in an adaptable and flexible manner.
• The ability to work effectively when busy and multi-task when required.
• The ability to deal with personal information sensitively and respect people's right to confidentiality
• The ability to cope with occasional exposure to challenging behavior, distressing circumstances, or emotional events
• The ability to work positively as a member of a busy team.
• The ability to give good and regular attendance.
• Demonstrate your competence in the English language. Assessed at interview/ Certificate of English proficiency

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Always maintain confidentiality

Desirable

• Experience of working in a healthcare setting.
• Training or qualifications in administration, IT, or other related areas.
• Experience in an administrative role.

Experience

Desirable

• Training or qualifications in administration, IT, or other related areas
• Experience of administrative duties
• Experience of working in a healthcare setting

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

Brownlow Group Practice

Address

Brownlow Health PCN

Ropewalks Surgery

26 Argyle Street

Liverpool

Merseyside

L1 5DL

United Kingdom

Employer's website

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