Receptionist / Administrator (Care Coordinator)

Faversham Medical Practice; Faversham; On-site; GBP 20,000 - 28,000; Full time

Job summary

A local healthcare provider in Faversham seeks a Receptionist/Administrator to provide support to the healthcare team. Responsibilities include processing requests for appointments, assisting patients, and performing various administrative duties. Ideal candidates will have experience in primary care and excellent communication skills, alongside relevant qualifications. Join a friendly and supportive team in a historic market town close to Canterbury.

Qualifications

• Experience in primary care/NHS/caring profession.
• Ability to manage difficult or demanding patients.
• Good sickness record (max 3 events in last 12 months).

Responsibilities

• Offer general assistance to the practice team and project a positive image to patients.
• Process personal and telephone requests for appointments.
• Provide administrative support to clinical staff.

Skills

Good communication skills

Good IT skills (Microsoft Office)

Organizational skills

Problem-solving skills

Ability to work under pressure

Education

English and Maths GCSE grade C or above

Tools

EMIS clinical software

Microsoft Outlook

Microsoft Word

Job description

We are looking for full time and part time Receptionist/Administrators (Care Coordinator) to workwith our friendly and supportive team at Faversham Medical Group.

(Agenda for Change Band 2)

Employment will be by Faversham Medical Group at one of our two Faversham sites with cross-site working. However, this role is an Additional Roles Reimbursement Scheme (ARRS) funded role across Faversham PCN.

Main duties of the job

The purpose of the role is to support the PCN Practice at the above locations to:

• Offer general assistance to the practice team and project a positive and friendly imageto 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 thepractice including the provision of administrative support to clinical staff and othermembers of the practice team.
• Ensure the delivery of safe, effective and efficient systems for repeat prescribingefficiency, medicines optimisation, medication enquiries triage and maximising patientoutcomes.
• Facilitate effective communication between patients, members of the primary healthcare team, secondary care and other associated healthcare agencies.

About us

We are two GP Practices and an Urgent Treatment Centre working in Faversham.

We are a friendly and supportive team.

Faversham is a beautiful, historic market town. It is close to the vibrant city of Canterbury; just 60 miles from London and yet within easy reach of attractive coastline areas and beaches.

Job responsibilities

Job summary:

The purpose of the role is to support the PCN Practice at theabove locations to:

Offer general assistance to thepractice team and project a positive and friendly image to patients and othervisitors, either in person or via the telephone.

Receive, assist and directpatients in accessing the appropriate service or healthcare professional in acourteous, efficient and effective way.

Undertake a variety ofadministrative duties to assist in the smooth running of the practice includingthe provision of administrative support to clinical staff and other members ofthe practice team.

Ensure the delivery of safe,effective and efficient systems for repeat prescribing efficiency, medicinesoptimisation, medication enquiries triage and maximising patient outcomes.

Facilitate effective communicationbetween patients, members of the primary health care team, secondary care andother associated healthcare agencies.

Duties and responsibilities:

The duties and responsibilities to beundertaken by members of the practice reception team may include any or all ofthe items in the following list. Dutiesmay be varied from time to time under the direction of the Reception Managers/BusinessManagers, dependent on current and evolving practice workload and staffinglevels:

Processing personaland telephone requests for appointments, visits and telephone consultations andensuring callers are directed to the appropriate healthcare professional. This may be for GP or nurse/HCA clinics, UTCor any other service as required.

Processing anddistributing incoming (and outgoing) mail.

Taking messages andpassing on information.

Filing andretrieving paperwork.

Processing repeatprescriptions in accordance with practice guidelines.

Scanning of post,new patient notes, previously filed patient notes and other documents asrequired.

Administrativeduties.

Computer dataentry/data allocation and collation; processing and recording information inaccordance with practice procedures.

Providing help andinformation to patients and visitors.

Initiating contactwith and responding to requests from patients, other team members andassociated healthcare agencies and providers.

Clearing andre-stocking consulting rooms as required.

Providing clericalassistance to practice staff as required from time to time, including word/dataprocessing, filing, photocopying and scanning.

Ordering,re-ordering and monitoring of stationery and other supplies. Re-stocking the stationery cupboard withthese supplies.

Provision ofrefreshments for staff and visitors as required; washing up afterwards andkeeping the kitchen area clean and tidy.

Keeping thereception area, notice-boards and leaflet dispensers tidy and free fromobstructions and clutter.

Ensuring off siteexternal storage unit is kept organised, clean and accessible when instructedby the Reception Managers or Reception/Administrator Supervisor, retrieving,updating and filing of stored information as required.

Confidentiality:

In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.

In the performanceof the duties outlined in this job description, the post-holder may have accessto confidential information relating to patients and their carers, practicestaff and other healthcare workers. Theymay also have access to information relating to the practice as a businessorganisation. All such information fromany source is to be regarded as strictly confidential.

Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe practice may only be divulged to authorised persons in accordance with thepractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.

Health & safety:

The post-holder will assist in promoting andmaintaining their own and others health, safety and security as defined in thepractice Health & Safety Policy, the practice Health & Safety Manual,and the practice Infection Control Policy and published procedures. This willinclude:

Using personalsecurity systems within the workplace according to practice guidelines.

Identifying therisks involved in work activities and undertaking such activities in a way thatmanages those risks.

Making effective useof training to update knowledge and skills.

Using appropriateinfection control procedures, maintaining work areas in a tidy and safe way andfree from hazards.

Actively reportingof health and safety hazards and infection hazards immediately when recognised.

Keeping own workareas and general / patient areas generally clean, assisting in the maintenanceof general standards of cleanliness consistent with the scope of the jobholders role.

Undertaking periodicinfection control training (minimum annually).

Reporting potentialrisks identified.

Safeguarding:

It is the responsibility of all staff at Faversham Medical Groupto;

Safeguard andpromote the welfare of children and vulnerable adults.

Ensure their safeguarding adults and safeguarding childrentraining is up to date at the level appropriate to their role.

Ensure the safeguarding policiesand procedures in place within the Practice are adhered to during employment.

Equality and diversity:

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

Acting in a way that recognise theimportance of peoples rights, interpreting them in a way that is consistentwith practice procedures and policies, and current legislation.

Respecting the privacy, dignity,needs and beliefs of patients, carers and colleagues.

Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings priorities and rights.

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

Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.

Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within thepractice, and will:

Alert other team members to issuesof quality and risk.

Assess own performance and takeaccountability for own actions, either directly or under supervision.

Contribute to the effectiveness ofthe team by reflecting on own and team activities and making suggestions onways to improve and enhance the teams performance.

Work effectively with individualsin other agencies to meet patients needs.

Effectively manage own time,workload and resources.

Communication:

The post-holder should recognise theimportance of effective communication within the team and will strive to:

Communicate effectively with otherteam members.

Communicate effectively withpatients and carers.

Recognise peoples needs foralternative methods of communication and respond accordingly.

Contribution to the implementation of services:

The post-holder will:

Apply practice policies, standardsand guidance.

Discuss with other members of theteam how the policies, standards and guidelines will affect own work.

Participate in audit whereappropriate.

The post-holder will:

Serve refreshments, clean and tidyaway afterwards. Defrost fridge ifappropriate.

Ensure premises are kept clean andtidy between visits from cleaning staff.

Replace and maintain indoorplants.

Tidy and sort toys, magazines,leaflets etc. Discard old or damageditems.

It is important that all members of staff are prepared to take onadditional duties or relinquish existing duties in order to maintain theefficient running of the practice. ThePartners reserve the right to redistribute duties and functions among membersof staff from time to time, and requests for such changes shall not bereasonably refused.

Person Specification

Experience

• Be able to show and evidence managing difficult or demanding patients.
• Experience in primary care/ NHS / caring profession
• Be able to use a scanner or experience of mass scanning
• Experience dealing with Patients/Public
• Some experience in administration
• Experience in using EMIS clinical software

Qualifications

• English and Maths GCSE grade C or above.

Personal

• Good sickness record (e.g. max 3 events in last 12 months).
• Good communicator (verbal & written) both upwards and downwards, using a wide range of media I-.e. Phone, Email or Face to Face
• Be able to evidence excellent organisational and problem solving skills.
• Willing to wear a uniform if required
• Punctual and ready to start work at allocated time.
• Able to show examples of a flexible approach to working overtime/ extra hours/ covering for other staff in absence or annual leave
• Checkable employment history more than 3 years.
• Evidence of job stability (e.g. less than 2 employers in last 10 years).

Knowledge and Skills

• Very good IT skills with an understanding of Microsoft office (Outlook & Word), accessing and using the internet and use of Emails.
• Good writing skills and producing letters/emails in a good standard of English.
• Ability to work in a changing environment and work under pressure.
• Previous use of a database

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.