Job description

Job responsibilities

Patient services and communication

• Welcome patients and visitors in a professional courteous and helpful manner in person and by telephone or digital channels
• Respond to patient enquiries explain practice procedures and signpost patients to the most appropriate service or member of the team following agreed protocols
• Book amend and cancel appointments accurately and support the effective use of clinical appointment capacity
• Communicate sensitively with patients who may be anxious distressed unwell or facing communication barriers maintaining a non-judgmental and compassionate approach
• Manage difficult conversations calmly and seek support or escalate concerns appropriately
• Support patients with registration access to online services and completion of relevant practice forms

General administration

• Process incoming and outgoing correspondence emails documents and clinical system tasks promptly and accurately

• Scan code file and workflow documents in line with practice procedures and training escalating clinical information to an appropriate clinician where required
• Maintain accurate patient demographic and administrative records and update information when notified of changes
• Prepare letters forms reports and other routine documents and support photocopying filing and data entry
• Monitor shared work queues and complete allocated tasks within agreed timescales
• Receive and distribute post supplies and messages and maintain tidy well-organised reception and administrative areas
• Provide reasonable cover for colleagues during absence and undertake other appropriate administrative duties consistent with the role

Appointments reception referrals and prescriptions

• Support appointment and recall processes in accordance with practice protocols
• Process routine referral-related administration and liaise with hospitals community services and other providers as required
• Receive and process repeat prescription requests in line with practice policy referring medication or clinical queries to the appropriate clinician
• Follow up outstanding administrative actions and keep patients informed where appropriate
• Provide reception cover and deal with patients face to face responding to appointment requests and general enquiries offering appropriate signposting and escalating urgent or clinical concerns in line with practice protocols

Teamwork quality and development

• Work collaboratively with GPs nurses allied health professionals managers and the wider administrative team
• Attend and contribute to team meetings training appraisal and practice development activities
• Follow practice policies standard operating procedures and agreed ways of working
• Identify opportunities to improve administrative processes patient experience and service efficiency
• Complete all required statutory mandatory and role-specific training and maintain competence in relevant systems and procedures

Confidentiality safeguarding and information governance

• Maintain patient confidentiality at all times and handle personal and sensitive information securely and discreetly
• Comply with UK GDPR the Data Protection Act twenty eighteen NHS information governance requirements and practice policies
• Follow safeguarding procedures and promptly report any concern about a child or adult at risk to the appropriate safeguarding lead
• Apply infection prevention health and safety equality diversity and inclusion policies in all aspects of the role
• Report incidents errors complaints and risks through the appropriate practice process and support learning and improvement

Person Specification

Experience

Essential

• Experience in primary care, general practice, the NHS or another care setting.
• Experience communicating with people from diverse cultural and linguistic backgrounds with excellent verbal and written communication skills, able to communicate with patience, empathy and professionalism.
• Experience managing competing work queues or time-sensitive administrative tasks.

Qualifications

Essential

• English and Mathematics at GCSE grade 4/C or above, or equivalent.
• Experience using EMIS Web,

Desirable

• Relevant qualification in business administration, customer service or health and social care.

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

Tottenham Health Centre - GP Surgery

Address

Tottenham Health Centre

759 High Road

London

N17 8AH

United Kingdom

Employer's website

https://www.tottenhamhealthcentre.co.uk/index.aspx (Opens in a new tab)