Job description

Job responsibilities

Job Summary:

The purpose of the role is to:

Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial/administrative support to clinical staff and other members of the Practice team

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Duties and Responsibilities:

The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Senior Receptionist/Practice Manager, dependent on current and evolving Practice workload and staffing levels:

Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols

Maintaining and monitoring the Practice appointments system

Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional

Processing and distributing incoming (and outgoing) mail

Taking messages and passing on information

Document management/workflow

Processing repeat prescriptions in accordance with Practice guidelines

Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Clearing and re-stock consulting rooms as required

Providing clerical assistance to Practice and additional staff as required from time to time, including document management/ scanning

Ordering, re-ordering and monitoring of stationery and other supplies

Dealing with clinical waste

Maintaining the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• Basic to good IT skills
• Good written and verbal communication.
• Customer-service skills
• Telephone skills
• Ability to maintain confidentiality and follow practice procedures.
• Ability to remain calm with upset or difficult patients.

Desirable

• Friendly and approachable.
• Empathetic and understanding.
• Calm under pressure able to manage busy periods, queues and demanding telephone calls.
• Professional and respectful.
• Confident communicator.
• Discreet and trustworthy understands the importance of patient confidentiality.
• Well organised.
• Reliable and punctual.
• Flexible and adaptable.
• Good team player.
• Problem-solving ability can deal appropriately with routine issues and know when to escalate concerns.
• Willingness to learn able to learn new computer systems, procedures and NHS processes.
• Culturally sensitive comfortable working with patients from different backgrounds and with different communication needs.

Employer details

Employer name

Elthorne Park Surgery

Address

106 Elthorne Park Road

Hanwell

London

W7 2JJ

United Kingdom

Employer's website

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

Job description

Job responsibilities

1. Health Care Assistant / Nurse Associate

• New patient registration checks, including completing any necessary paperwork and making any necessary claims to the Health Authority and referrals within the practice
• BP monitoring

• Urinalysis
• Phlebotomy
• Provide lifestyle advice to patients making any necessary referrals within the practice

• Weight monitoring
• Ensure specimens are labelled and bagged ready for collection with the necessary paperwork completed
• Ensure clinical waste collection runs smoothly, reporting any problems to the nurse manager
• Ensure sharps bins are ready for collection
• Restocking/maintenance of equipment
• Restocking of clinical areas and consulting rooms

Participate in the administrative and professional responsibilities of the practice team

Ensure accurate and legible notes of all consultations and treatments are recorded in the patients notes

Ensure the clinical computer system is kept up to date with accurate details recorded

Ensure appropriate items of service claims are made accurately, reporting any problems to the practice administrator

Ensure accurate completion of all necessary documentation associated with patient health care and registration with the practice

Ensure collection and maintenance of statistical information required for regular and ad hoc reports

Attend and participate in practice meetings as required

Assist in formulation of practice philosophy, strategy and policy

Restocking and maintenance of clinical areas and consulting rooms

To assist in seasonal and special projects as requested e.g. flu campaign

Ordering and display of health promotion materials

3. Management of medical records

• Ensure that records are accurately assembled in advance of each consulting session
• Ensure that records are available in the instances of urgent consultation
• Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to
• Ensure correspondence, reports, results etc are filed in correct records
• Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover

4. Management of appointment system

Ensure total familiarity with all appointment systems including regular and incidental variations

• Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
• Monitor effectiveness of the system and report any problems or variations to the senior receptionist

5. Any other delegated duties considered appropriate to the post

SPECIAL REQUIREMENTS FOR THE POST

• An understanding, acceptance and adherence to the need for strict confidentiality
• An ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to patients enquiries and requests while adhering to practice limitations
• An understanding and acceptance of ones capabilities and awareness of own limitations
• Ability to work without direct supervision and determine own workload priorities
• Basic keyboard and computer skills
• Flexibility of working hours
• Excellent communication skills

Personal/Professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Communication:

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 peoples needs for alternative methods of communication and respond accordingly

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• HCA/NA qualification including Phlebotomy training

Experience

Essential

• Administration and professional responsibilities
• Participate in the administrative and professional responsibilities of the practice team.
• Ensure accurate and legible notes of all consultations and
• treatments are recorded in the patients notes.
• Ensure the clinical computer system is kept up to date with
• accurate details recorded.
• Ensure appropriate items of service claims are made accurately,
• reporting any problems to the practice administrator.
• Ensure accurate completion of all necessary documentation
• associated with patient health care and registration with the
• practice.
• Ensure collection and maintenance of statistical information
• required for regular and ad hoc reports.
• Attend and participate in practice meetings as required.
• Assist in formulation of practice philosophy, strategy and policy.
• Restocking and maintenance of clinical areas and consulting
• rooms.
• To assist in seasonal and special projects as requested e.g. flu
• campaign.
• Ordering and display of health promotion materials

Desirable

• Experience of working in a GP practice
• Good clear communication
• Good organisation

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

Elthorne Park Surgery

Address

106 Elthorne Park Road

Hanwell

London

W7 2JJ

United Kingdom

Employer's website

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