Patient Journey Team Member

Job summary We currently have a vacancy in the Patient Journey Team, either full time or part time.
The working hours are between Monday and Friday with the occasional Saturday as and when required.
We are looking for people with enthusiasm and commitment to help us care, support and direct our 11,000 patients that contact the surgery.
You would be joining a team that receives incoming contacts from patients (in person, face to face, electronically and by telephone) covering a wide variety of enquiries.
This is a varied role that can make a real difference to both individual patients but also to how the whole practice delivers care.Previous experience of working in the NHS, in a GP surgery or a similar role would be beneficial but most importantly applicants must have a calm, polite and professional manner both on the telephone and when dealing with people.
IT skills and knowledge of general administration tasks, flexibility to cover sickness and holidays is also required.This is a fast paced and exceptionally busy role, requiring accuracy, courtesy and the ability to work in a high pressured, constant environment.
Please only apply if you are able to do this comfortably.This job application will close once enough applications have been received, therefore if interested please apply as soon as possible.
Main duties of the job Summary Job DescriptionThe role is exceptionally busy, varied and requires flexibility.
The patient journey team manage all patient contacts with the practice and assists patients in finding the best solution to their enquiry.Project a positive and friendly image topatients and other visitors, either in person or via the telephone.Receive, assist, and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient, and effective way.Undertake a variety of administrative dutiesto assist in the smooth running of the practice.Dutieswill include meeting/greeting patients, receiving and making telephone calls, maintaining,and updating confidential records via computerised systems and generaladministrative work associated with General Practice.Experienceof dealing with customers/service users on the telephone and face to face isessential.
About us We are a friendly, rural and busy, GP practice serving 11,000 patients from Upwell, Outwell and the surrounding area.We pride ourselves on providing the best care and support to out patients, directing then to other service providers if required.We provide NHS pension scheme, free on site parking.
Job description Job responsibilities The role is busy, varied and requires flexibility.
The patient journey team manage all patient contacts with the practice and assists patients in finding the best solution to their enquiry.The Purpose of the role is to:Project a positive and friendly image topatients and other visitors, either in person or via the telephone.Receive, assist, and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient, and effective way.Undertake a variety of administrative dutiesto assist in the smooth running of the practice.Duties and responsibilities:Front of house, welcome role, meeting and greeting patients cominginto the practice.To manage the flow of patients arriving at the reception desk, forappointments, prescriptions, letters, queries.Ensure all visitors sign in the visitors book.Deal with incoming calls from patients and discussing symptoms totriage their medical needs, actively signposting patients to the mostappropriate service.Receive and make telephone calls as required.
Returning patients callswith triage outcomes.
Divert calls and take messages, ensuring accuracy ofdetail and prompt appropriate delivery.Making appointments on Systm1, by processing appointment requests fortoday, future appointments from patients.Dealing with patient enquiries efficiently and courteously, face toface and via the telephone.Provide administrative support to clinical team/practice team viatasks, informing patients of appointments requested from the clinical teamafter test results received.Receiving specimens from patients.Regular checking of the surgerys email inbox dealing with theincoming emails.To offer general assistance to colleagues/practice team, communicationwith the clinical team to complete requests and resolve problems.Maintain and manage patient records ensuring information is accurate.Safeguard patient privacy and confidentiality.Respond in an appropriate manner to verbal complaints and refer any unresolvedissues to the Complaints Manager.Use appropriate methods to communicate effectively within the team.Provide holiday and sickness cover of colleagues within the patientjourney team.To assist with the daily production of repeat prescriptions and dealwith any prescription enquiries.Communicating effectively with the on-site pharmacy team,resolving/investigating any queries.Filing and retrieving paperwork.Registering of new and temporary patients to the surgery, promptly andaccurately.Explaining the practice procedures to new patients.Deducting patients who are no longer registered with the surgery.Manage online patient queries and consultation requests.Deal with incoming and outgoing mail.Review and complete tasks in Clinical system.File documents and medical records as required.Produce and record medical reports, photocopying of medical records,issue relevant invoices.Taking payments for private letter and for hiring out equipment.Run searches and arrange clinics for Chronic Disease management.Booking appointments for various vaccination campaigns, ensure clinicsare fully utilised.Treat all patients fairly, with respect and empathyAttend and positively contribute to Patient Journey team meetings.Yearly appraisal,keep up to date with all mandatory traininG.Attend and participate in any practicemeetings and training sessions when required.Apply practice policies, standards,and guidance.The above job description of responsibilitiesis not exhaustive, and the Patient Journey Team member maybe asked to performother duties.
These may vary from time to time but will not change the generalcharacter of the post or the level of any responsibility entailed.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.
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.
Data Protection and Security:Full data protection policies are available on the practice intranet.
In particular we want to highlight that you must.
Report any suspected or actual information incidents or breaches to your line manager, the Practice Manager or Senior Partner.
Not share your Smartcard or leave in your machine unattended Not talk about patients or staff in public places or where you can be overheard.
Not leave any medical or staff records or confidential information lying around unattended.
Make sure that any computer screens, or other displays of confidential information , whiteboards, cannot be seen by anyone who does not need to know.
Ensure that screens are locked when away from your desk.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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures.
This will include: 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 of 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 holders role Undertaking periodic infection control training (minimum annually) Reporting potential risks identified Practice Protocols: The practice has Protocols in place for Clinical and Administrative tasks, staff are required adhere to all Practice Protocols, it is essential that all staff keep up to date with protocols and advise of any changes needed.
Equality and Diversity:The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples 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.
Attend compulsory training, such as Fire Awareness and CPR, and any other training the practice feels is necessary for the safe running of the practice.
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 teams performance.
Work effectively with individuals in other agencies to meet patients 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 peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:The post-holder will: Apply Practice policies, protocols, standards, and guidance.
Discuss with other members of the team how the policies, protocols, standards, and guidelines will affect own work.
Participate in audits where appropriate.
Person Specification Personal Qualities and Attributes Essential A compassionate and understanding personality.
An understanding of the need for strict confidentiality.
Ability to use own judgement, resourcefulness and common sense.
Polite, approachable, helpful, confident, excellent interpersonal skills.
Hard working, Flexible and cooperative work ethic, able to cover for colleagues when required.
Trustworthy.
Sensitive, empathetic, calm and pleasant manner.
Ability to work under pressure and stay calm.
Ability to work well with other members of the practice team.
Accurate and attention to detail.
Must be able to work within a team effectively.
Highly reliable and consistent in terms of attending work.
COVID vaccination status.
Experience Essential Experience of working with the general public.
Experience of working in an office/ reception environment dealing with patients/ general public in person and by telephone.
Experience in recording and maintaining accurate information.
Adherence to the need for strict confidentiality.
Desirable Experience in SystmOne computer system.
Experience of working in a health care setting.
NHS / Primary Care General Practice experience.
Knowledge and Skills Essential Numerate and literate.
Excellent communication skills (written, oral and presenting).
IT skills Microsoft Windows, Excel, Teams, Outlook.
Excellent interpersonal skills.
Ability to train staff.
Desirable Knowledge of Primary Care.
Clinical system use ( SystmOne).
Other Requirements Essential Flexibility to work outside of core office hours if required.
Disclosure Barring Service (DBS) check.
Maintain confidentiality at all times and adhere to information governance standards.
Desirable Full UK driving licence and willingness to drive if required Qualifications Essential Educated to GCSE standard in English and Maths Good standard of education with good literacy and numeracy skills Desirable Receptionist/ Administration or Medical Terminology Qualifications