Job description

Job responsibilities

Reception Duties

• Greet patients, visitors and other callers to the practice in a professional, courteous and welcoming manner.
• Respond to telephone enquiries from patients, healthcare professionals and external agencies, directing calls appropriately and taking accurate messages when required.
• Manage appointment bookings, cancellations and amendments using the practice's clinical system.
• Support the practice's care navigation and triage processes by gathering relevant information from patients in accordance with practice protocols.
• Respond to patient enquiries and requests, seeking advice from clinicians or senior colleagues where appropriate.
• Register new and temporary patients and maintain accurate patient demographic records.
• Arrange interpreting services when required.
• Provide patients with test results and other information in accordance with practice procedures.
• Assist clinicians and the wider practice team with administrative and operational tasks as required.
• Act as a chaperone during clinical examinations when appropriately trained and requested.
• Maintain a tidy, professional and welcoming reception and waiting area.
• Undertake opening and closing procedures, including security checks and alarm procedures where required.

Administrative Duties

The successful candidate will undertake dedicated administrative sessions to support the efficient running of the practice.

Duties may include:

• Processing repeat prescription requests in line with practice protocols.
• Monitoring incoming workflow and clinical administration tasks and ensuring they are actioned promptly or directed to the appropriate team member.
• Processing patient registrations and deductions.
• Updating and maintaining accurate patient records, including demographic and clinical information as instructed.
• Processing incoming correspondence, scanning, coding and filing documents as appropriate.
• Managing electronic documents and workflows within the clinical system.
• Liaising with hospitals, community services and other healthcare organisations regarding patient enquiries and administrative requests.
• Supporting recall programmes and other practice administrative initiatives.
• Undertaking general administrative duties to support clinicians and the management team.

Patient Care and Communication

• Deliver a high standard of customer service to all patients, carers and visitors.
• Communicate with empathy, professionalism and respect, particularly when dealing with sensitive or challenging situations.
• Keep patients informed of any delays or changes to appointments where possible.
• Work collaboratively with clinicians, colleagues and external healthcare professionals.
• Contribute positively to a supportive team environment.

Information Governance and Confidentiality

• Maintain strict patient confidentiality in accordance with data protection legislation, NHS guidance and practice policies.
• Comply with GDPR, Caldicott principles and information governance requirements.
• Ensure all patient information is handled securely and appropriately.
• Maintain awareness of safeguarding responsibilities and practice procedures.

IT and Record Keeping

• Accurately record and update information within the clinical system and other practice software.
• Develop and maintain competence in EMIS Web, Accurx, PATCHS, Microsoft Outlook, Word, Excel and any other systems required for the role.
• Ensure all data entry is accurate, timely and completed to a high standard.

Quality, Training and Development

• Participate in team meetings, training sessions and practice development activities.
• Identify opportunities for service improvement and raise suggestions with line managers.
• Undertake mandatory training and maintain personal and professional development.
• Support the induction and training of new staff where appropriate.

General Responsibilities

• Comply with all practice policies and procedures.
• Follow Health and Safety, COSHH, infection prevention and control, and fire safety requirements.
• Maintain the security of the premises, staff and patient information.
• Undertake any other reasonable duties consistent with the nature and grade of the post, as requested by the Partners, Practice Manager or other members of the leadership team.

Other Information

This job description is intended to provide an overview of the duties and responsibilities associated with the role. The post holder may be required to undertake other reasonable duties commensurate with the role to meet the changing needs of the practice and its patients.

Person Specification

Qualifications

Essential

• GCSE grade C/4 or above (or equivalent) in English and Mathematics.
• Good standard of general education.

Desirable

• NVQ Level 2 or equivalent qualification in Customer Service, Business Administration or a related field.
• Care Navigation training.
• Accredited Chaperone training.

Experience

Essential

• Experience of working in a customer-facing role.
• Experience of communicating effectively with members of the public by telephone and face-to-face.
• Experience of using computer systems and databases.
• Experience of working as part of a team.
• Experience of managing competing priorities in a busy environment.

Desirable

• Experience of working in a GP practice, primary care, NHS, or healthcare setting.
• Experience of using EMIS Web.
• Experience of using Accurx, PATCHS or similar healthcare software.
• Experience of processing confidential or sensitive information.
• Experience of administrative or clerical work.

Personal qualities

Essential

• Friendly, approachable and professional manner.
• Compassionate and patient-focused approach.
• Reliable and punctual.
• Flexible and adaptable to the changing needs of the practice.
• Positive attitude towards learning and development.
• Ability to demonstrate discretion and integrity.
• Commitment to maintaining confidentiality.
• Commitment to delivering a high standard of service.

Desirable

• Interest in developing a long-term career within primary care.
• Commitment to continuous improvement and innovation.

Skills and Abilities

Essential

• Excellent verbal and written communication skills.
• Professional and courteous telephone manner.
• Strong interpersonal skills with the ability to build positive relationships with patients and colleagues.
• Good organisational and time-management skills.
• Ability to maintain accuracy and attention to detail.
• Ability to work calmly under pressure in a busy environment.
• Ability to prioritise and manage multiple tasks effectively.
• Competent IT skills, including Microsoft Office applications.
• Ability to work both independently and as part of a team.
• Ability to learn new systems and procedures quickly.

Desirable

• Advanced keyboard and data-entry skills.
• Ability to support and train new members of staff.

Knowledge

Essential

• Understanding of the importance of confidentiality and data protection.
• Understanding of good customer service principles.
• Awareness of the need for professionalism when dealing with members of the public.
• Understanding of equality, diversity and inclusion.

Desirable

• Understanding of the role of General Practice within the NHS.
• Knowledge of NHS services and patient pathways.
• Understanding of Information Governance and GDPR requirements within healthcare.
• Knowledge of care navigation and signposting.

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

Ford Medical Practice

Address

Ford Medical Practice

93 Gorsey Lane

Ford

Liverpool

L210DF

United Kingdom

Employer's website

http://www.fordmedicalpractice.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Key Responsibilities

Operational Management

• Oversee the smooth day-to-day operation of the practice.
• Ensure effective management of appointment systems and patient access arrangements.
• Develop and maintain efficient administrative processes.
• Monitor operational performance and identify opportunities for improvement.
• Support implementation of practice policies and procedures.
• Coordinate management and operational meetings as required.

Staff Management

• Provide day-to-day leadership to reception and administrative staff.
• Support recruitment, induction and onboarding activities.
• Manage staff rotas and annual leave arrangements.
• Monitor attendance and support absence management processes.
• Promote staff engagement, wellbeing and professional development.
• Support appraisal and performance review processes.

Patient Services

• Promote high standards of patient service and satisfaction.
• Respond to operational issues affecting patient access and experience.
• Support the management of patient feedback and complaints.
• Identify opportunities to improve service delivery and patient experience.
• Health and Safety
• Act as operational lead for health and safety matters.
• Ensure risk assessments are completed and reviewed.
• Monitor fire safety, COSHH, legionella and other compliance requirements.
• Coordinate emergency procedures and business continuity arrangements.
• Ensure completion of statutory inspections and checks.

Premises and Facilities Management

• Oversee maintenance and day-to-day management of the practice premises.
• Manage contractors, suppliers and service providers.
• Coordinate equipment servicing and maintenance schedules.
• Maintain premises compliance records.
• Manage security arrangements and access systems.
• Ensure a safe and welcoming environment for patients, visitors and staff.

Governance Support

• Assist with preparation for CQC inspections and compliance activities.
• Support policy review programmes.
• Maintain governance and compliance records.
• Coordinate audits and quality improvement initiatives.
• Assist with monitoring contractual and operational performance targets.

Communication

• Maintain effective communication across all staff groups.
• Support practice communication channels including the website and patient information.
• Liaise professionally with external organisations, contractors and stakeholders as required.

General Responsibilities

• Maintain confidentiality in accordance with GDPR and practice policies.
• Comply with all practice policies and procedures.
• Undertake mandatory training as required.
• Participate in meetings, training and development activities.
• Undertake other duties appropriate to the grade and responsibilities of the role as reasonably required by the Practice Business Manager or GP Partners.

Person Specification

Experience

Essential

• Experience in a management, supervisory or team leadership role.
• Experience of managing and supporting staff within a busy working environment.
• Experience of coordinating operational processes and administrative systems.
• Experience of managing competing priorities and meeting deadlines.
• Experience of handling confidential and sensitive information appropriately.
• Experience of resolving problems and implementing practical solutions.
• Experience of delivering high standards of customer or patient service.

Desirable

• Experience within General Practice, Primary Care or the NHS.
• Experience of managing reception, administration or patient-facing services.
• Experience of staff recruitment, induction and probation processes.
• Experience of premises, facilities or contractor management.
• Experience of supporting CQC compliance activities and quality improvement initiatives.
• Experience of rota management and workforce coordination.
• Experience of supporting complaints handling and patient feedback processes.

Qualifications

Essential

• Educated to A-Level standard or equivalent experience.
• Evidence of continuing professional development.
• A recognised management, administration or leadership qualification, or equivalent management experience.

Desirable

• ILM Level 3 or Level 5 in Leadership and Management.
• Qualification in Business Administration, Management or Healthcare Administration.
• Chartered Management Institute (CMI) qualification.
• Health and Safety qualification.
• Customer Service qualification.
• NHS Leadership Academy programme or equivalent leadership development programme.

Skills & attributes

Essential

• Strong people management and team leadership skills.
• Excellent organisational and time management abilities.
• Ability to manage competing priorities and work effectively under pressure.
• Strong problem-solving and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to build positive working relationships with colleagues, patients and external stakeholders.
• Ability to work independently and use initiative.
• High level of integrity, professionalism and discretion.
• Proficient IT skills, including Microsoft Office applications.
• Commitment to delivering high standards of patient care and customer service.

Desirable

• Experience of clinical systems such as EMIS Web.
• Knowledge of appointment systems and patient access processes.
• Knowledge of NHS digital systems and reporting tools.
• Understanding of health and safety requirements within a healthcare setting.
• Experience of preparing reports, audits or performance information.
• Knowledge of CQC requirements and primary care regulatory standards.

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

Ford Medical Practice

Address

93 Gorsey Lane

Ford

Liverpool

L21 0DF

United Kingdom

Employer's website

http://www.fordmedicalpractice.nhs.uk/ (Opens in a new tab)