Receptionist / Administrator (Care Coordinator)

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

Shifts we are looking to fill include: Monday 8‑2, Wednesday 1.30‑6.30, Thursday 1.30‑6.30, Friday 8‑6.30, Friday 2 pm to 8 pm, Saturday 8 am to 2 pm, and Saturday 2 pm to 8 pm

Please note we are unable to offer visa sponsorship for this role.

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 image to 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 the practice including the provision of administrative support to clinical staff and other members of the practice team.
• Ensure the delivery of safe, effective and efficient systems for repeat prescribing efficiency, medicines optimisation, medication enquiries triage and maximising patient outcomes.
• Facilitate effective communication between patients, members of the primary healthcare team, secondary care and other associated healthcare agencies.

Responsibilities

• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional. This may be for GP or nurse/HCA clinics, UTC or any other service as required.
• Processing and distributing incoming (and outgoing) mail.
• Taking messages and passing on information.
• Filing and retrieving paperwork.
• Processing repeat prescriptions in accordance with practice guidelines.
• Scanning post, new patient notes, previously filed patient notes and other documents as required.
• Administrative duties.
• Computer data entry/allocate and collation; processing and recording information in accordance with practice procedures.
• Providing help and information to patients and visitors.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Clearing and re‑stocking consulting rooms as required.
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
• Ordering, re‑ordering and monitoring of stationery and other supplies. Re‑stocking the stationery cupboard with these supplies.
• Provision of refreshments for staff and visitors as required; washing up afterwards and keeping the kitchen area clean and tidy.
• Keeping the reception area, notice‑boards and leaflet dispensers tidy and free from obstructions and clutter.
• Ensuring off‑site external storage unit is kept organised, clean and accessible when instructed by the Reception Managers or Reception/Administrator Supervisor, retrieving, updating and filing of stored information as required.

Confidentiality

In the course of seeking treatment, patients entrust us 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 this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.

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

• Using personal security systems within the workplace according to practice guidelines.
• Identifying 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.
• Actively reporting health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role.
• Undertaking periodic infection control training (minimum annually).
• Reporting potential risks identified.

Safeguarding

• Safeguard and promote the welfare of children and vulnerable adults.
• Ensure their safeguarding adults and safeguarding children training is up to date at the level appropriate to their role.
• Ensure the safeguarding policies and procedures in place within the Practice are adhered to during employment.

Equality and Diversity

• Act as an advocate for the equality, diversity and rights of patients, carers and colleagues.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to the individual and is non‑judgmental and respects their circumstances, feelings, priorities and rights.
• Participate in any training programme implemented by the practice as part of this employment, such as an annual individual performance review.

Quality

• 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 patients’ needs.
• Effectively manage own time, workload and resources.

Communication

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples’ needs for alternative methods of communication and respond accordingly.

Contribution to the implementation of services

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.
• Serve refreshments, clean and tidy away afterwards (defrost fridge if appropriate).
• Ensure premises are kept clean and tidy between visits from cleaning staff.
• Replace and maintain indoor plants.
• Tidy and sort toys, magazines, leaflets etc. Discard old or damaged items.

Person Specification

Experience

• Show evidence of managing difficult or demanding patients.
• Experience in primary care/NHS/caring profession.
• Experience using a scanner or 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 (max 3 events in last 12 months).
• Good communicator (verbal & written) both upwards and downwards, using a wide range of media e.g. Phone, Email or Face to Face.
• 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.