• Based at: Windermere & Staveley Surgeries
• Reports to: Assistant Practice Manager
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Job Summary

The post holder will be responsible for undertaking a wide range of reception and administrative duties. To participate in the smooth running of the practice, provide support to the whole multidisciplinary team ensuring:

• The delivery of an efficient, friendly accessible and confidential service to patients and visitors
• The provision of an efficient and comprehensive support system for clinical sessions
• To engage in effective and efficient workflow of information to clinical and non-clinical staff

Special Requirements of the Post

The special requirements of the post regarding skills, knowledge and experience are:

• Well-developed communication and interpersonal skills
• Ability to deal with members of the public in a courteous and understanding manner
• Ability to cope under pressure
• Ability to use own judgement, resourcefulness and common sense in response to patients’ enquiries and requests
• Effective time management
• Ability to work as part of a team and on their own
• Be flexible in an environment where the workload is constantly changing and varied
• Strong IT skills
• Be empathetic and caring
• An understanding, acceptance and adherence to the need for strict confidentiality

Key Responsibilities

• Provide a professional first line response to all callers, whether in person or by telephone
• Ensuring all enquiries are dealt with in a timely manner in line with practice guidelines
• Making appropriate appointments in line with our current processes
• Dealing with the administrative tasks daily
• Ensuring new patient registration forms are completely correctly
• Processing prescription requests received in paper
• Have a knowledge of the Online Services we offer to help with patient queries
• Receiving of samples and following the processes ensuring these are dealt with in a timely manner
• Updating the patient check in system to reflect rooms which the clinicians are working in
• Posting of outgoing mail
• Keeping up to date with changes in procedures and information affecting the post
• Attend to any ad hoc IT issues, for example replacement of toners, printer issues etc
• Ensure public areas are kept clean and tidy and follow infection control guidelines
• Attending team meetings and practice learning sessions
• Opening and closure of premises in line with practice procedures

Everyone's Responsibilities

Confidentiality

• While seeking treatment, patients entrust with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in the Job Description, the post-holder may have access to confidential information relating to patients and their carer, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• 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 assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines.
• Identify the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Reporting potential risks identified.

Equality & Diversity

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

• Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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:

• 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.

Quality

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

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
• Work effectively with individuals in other agencies to meet patient needs.
• Effectively manage own time, workload and resources.

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 people’s needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services

The post-holder will:

• Adhere to Practice policies, protocols and procedures.
• Participate in audit where appropriate
• Adhere to the Data Protection Act, Information Governance, IM&T, Computer Misuse Act and Freedom of Information Act and of their importance and relevance to General Practice.

This job description covers the main duties of the post, but the post holder may be asked to undertake other appropriate duties as required.

Personal Specification

Qualifications

Essential

• Educated to GCSE level or equivalent 
• GCSE Mathematics and English (C or above)

Experience

Essential

• Experience working with the general public 
• Experience of administrative/reception duties

Desirable

• Experience of working within a healthcare setting

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills including the use of Office and Outlook, Teams
• Effective time management (planning and organising)
• Good interpersonal skills
• Ability to work as part of a team and autonomously
• Problem-solving and analytical skills
• Ability to follow policy and procedures

Desirable

• EMIS user skills

Personal Qualities

Essential

• Polite and confident
• Flexible and reliable
• Motivated
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Other Requirements

Essential

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

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