Job Description
Job Summary
We are looking to appoint a Practice Support Team member to join our busy GP practice. This role involves a combination of duties including answering all incoming telephone calls, acting as the first point of contact for patients at our Reception desk and completing a wide range of administrative duties.
Whilst prior experience of working in a healthcare setting would be beneficial, more important is a genuine, caring approach, being able to listen effectively and empathise with patients, and an ability to remain calm and professional under pressure.
Excellent attention to detail, an ability to work effectively and supportively in a team, initiative, flexibility and a hard work ethic are also essential.
Comprehensive training and support will be provided to the successful applicant.
The successful candidate will be required to work at both of the 2 Practice sites in East Harling and Kenninghall.
The successful job holder will be required to work shifts between 08:15 and 18:15 on weekdays (excluding Bank Holidays) and up to 3 Saturdays per annum (currently 08:30-14:30). Each weekday is divided into 2 shifts; 08:15-13:15 and 13:15-18:15.
You will report to the Practice Support Team Leader and be responsible for completing all non-clinical duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive, high quality, service and deal efficiently and courteously with patient enquiries.
You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
You will provide 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.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
The role is very varied and highly rewarding.
Job Responsibilities
GENERAL ADMINISTRATION
- To develop a thorough knowledge of all Practice procedures
- Computer data entry, processing, scanning and recording information in accordance with practice procedures
- Providing clerical assistance to practice staff as required, including filing and photocopying.
- Cover sickness/annual leave and work reasonable overtime when required, which will also include some occasional weekend work.
RECEPTION
- Receiving patients, consulting with members of Practice team
- Taking messages and passing on information accurately
- Processing personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
APPOINTMENT SYSTEM MANAGEMENT
- Book appointments and recalls ensuring sufficient information is recorded to retrieve medical record.
- Monitor effectiveness of the system and report any problems or variations required.
·CONFIDENTIALITY
Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
Maintain an awareness of the Freedom of Information Act.
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 the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
HEALTH & SAFETY
The post-holder will:
Manage their own and others’ health & safety and infection control as defined in the Practice’s Health & Safety Policy, the Practice Health & Safety Manual, and the Practice’s Infection Control Policy and published procedures.
Comply with Practice health & safety policies by following agreed safe working procedures
Actively report health & safety hazards and infection hazards immediately
Keep work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
Undertake periodic infection control training (minimum annually)
Have an awareness of and comply with with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.
Report incidents using the organisations Incident Reporting System
Make effective use of training to update knowledge and skills
EQUALITY AND DIVERSITY
The post-holder will support, promote and maintain the Practice’s Equality & Diversity Policy.
No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.
PERSONAL/PROFESSIONAL DEVELOPMENT:
The post-holder will:
Participate in any training programme implemented by the practice as part of this employment, with such training to include:
Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.
Job Types: Full-time, Part-time
Part-time hours: 25-37 per week
Salary: From £10.50 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
Schedule:
COVID-19 considerations:
There is no longer a requirement for patients to wear a face covering at the Practice.
Ability to commute/relocate:
- Norwich, NR16 2AD: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
Application deadline: 31/08/2023
Reference ID: PST0012023
Expected start date: 18/09/2023