Admin staff required - GP Surgery

[Ops Manager]

THE ROLE

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.

• Working as part of the patient support team supporting the PS care co-ordinator will strive to ensure that patients receive the requisite care in the most appropriate setting.
• Supporting a self-management approach to care ensuring the patient and carer are at the centre and are an active part of their care and that they are an active part of a shared decision-making model.
• 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 clerical support to clinical staff and other members of the practice team
• Register new patients and temporary patients, making sure all the relevant paperwork is completed and new patient appointments are made.
• The provision of clerical support to clinical staff and other members of the practice team.
• Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated Healthcare agencies.
• A developmental role in nature and will evolve so the post holders will need to demonstrate flexibility and adaptability to working in a dynamic environment.

LOCATION

DMC Chadwick Road Surgery

60 Chadwick Road

London SE15 4PU

MAIN DUTIES & RESPONSIBILITIES

Skills
The duties and responsibilities to be undertaken by members of the practice reception and 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 PST manager dependent on current and evolving practice workload and staffing levels.

• Provide excellent customer care, demonstrating empathy; patience and a holistic approach to client/patient care, with commitment to follow-through of care plans and building effective working relationships.
• Maintain and monitor the practice appointments system.
• Process personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional.
• Direct visitors to the correct place, ensuring they sign the visitor’s book on arrival and departure.
• Process repeat and acute prescription requests from patients, Pharmacies and online in accordance with practice guidelines.
• Take details of home visits, record, action and pass on to the appropriate member of staff as per the Practice guidelines.
• Deal with urgent phone calls as per Practice guidelines.
• Register patients for on-line services.
• Computer data entry/data allocation and collation, plus processing and recording of information in accordance with Practice procedures.
• Update patient’s personal details.
• Initiate contact with and respond to requests from patients, other team members and associated healthcare agencies and providers.
• Take in urine and other samples and deliver to the appropriate place.
• Provide clerical assistance to Practice staff, including photocopying and scanning.
• Deal appropriately with any forms handed in by patients.
• Keep the reception and administration area tidy and free from obstructions and clutter.
• Record blood pressure readings on the patient’s notes, dealing with any high readings as per Practice protocol.
• Hand out any correspondence to the patients.
• Collect any money (cheque or cash) from patients for services provided, issuing receipts, and recording on the computer.
• Provide an efficient scanning service.
• Support the development of an effective patient navigation across the partnership
• Triage calls, directing and signposting clients/ patients appropriately to relevant personnel/ services
• Provide communication skills, with the ability to communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers
• Working with social prescribing have access to a directory of information about services to point and signpost patients to the most appropriate source of help, advice, and support.
• Understand, and share health promotion information whilst using this information to support patients who might benefit from these services and to signpost accordingly.
• Keep accurate records of all client/patient contacts, using the organisation databases and templates as directed, updating as necessary
• Understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly; housebound and those with long-term conditions, including physical and mental disabilities.
• Supporting further development of care navigation across the partnership
• Assist in the training of other colleagues where appropriate

To be noted:
This is not an exhaustive list of duties and responsibilities, and the post holder may be required to
undertake other duties, which fall within the grade of the job, in discussion with the manager.

PERSON SPECIFICATION

Essential

• Experience with word-processing software and spreadsheets (e.g., MS Office).
• Knowledge of calendars and scheduling (e.g. Outlook Calendar)
• Excellent phone, email, and instant messaging communication skills
• Excellent interpersonal skills – have a likeable, positive attitude while maintaining professionalism at all times is essential, along with the flexibility to work in a fast-paced environment.
• Good spelling, grammar, and punctuation skills

Desirable

• EMIS experience an advantage