responsibility for information resources – ensure … pack 2019... · web viewcomputers –...

Revised job description at 28/03/2018

Cairn Medical Practice – Receptionist/AdministratorJOB IDENTIFICATION

Job Title: Medical Receptionist/Administrator- Permanent

Employment: Full Time, shifts between 8am and 6pm, occasionally 7pm.

Department(s): Cairn Medical Practice

Job Reference: Recep 19-1

Name of Job Holder(s):

Partners

Practice Manager

Receptionists/Administrators

Dep. Practice Manager

Office Manager

Cairn Medical Practice – Receptionist/AdministratorOrganisation Chart for This Post

1. JOB PURPOSE

(1) To provide Administrative support to Clinical Staff

(2) To provide an Appointment Booking Service to Patients

(3) To provide general Administration/Receptionist support

(4) To participate in Quality Improvement processes

2. ORGANISATIONAL POSITIONAdministration staff are accountable to the GPs, Practice Managers and Supervisors. There are no subordinate posts.

3. SCOPE AND RANGEThe practice covers a population of 9,600 patients, has 12 GPs, 2 Nurse Practitioner, a Clinical Pharmacist, 3 practice nurses and 2 HCAs. The admin team comprises 2 x senior managers, 1 x Training and Development Manager an Office Manager/Reception Supervisor and 9 x Administration staff.

The number of patient appointments per week is around 900.

This post involves predominantly front office work to book appointments and process patient’s results, liaise with local pharmacies and other health care professionals to arrange seamless care for

Cairn Medical Practice – Receptionist/Administratorpatients. This role will involve much face to face and telephone reception work, often in a difficult, emotionally charged environment, plus administration & secretarial duties / data entry.

4. MAIN DUTIES/RESPONSIBILITIES

1. To work as part of the practice administration team

2. General reception duties including Front of House, switchboard, reception, appointments, prescriptions

3. Administration duties including record keeping, photocopying, faxing, maintaining medical records, patient registration, and providing general administrative support.

4. Ensure strict confidentiality in the care of all patients in accordance with local policy

5. Comply with the requirements of the Health Records Act, Data Protection Act, Freedom of Information Act and any other such requirements

6. Comply with Health and Safety at Work regulations and comply with Health & Safety policy

7. Appropriate use of resources and equipment provided including computer equipment, office stationary and consumables.

8. User of clinical computer system, email and internet/intranet and complete other routine IM&T tasks. Scanning and document management, including some data entry.

9. Communication with colleagues in the practice team, external agencies and patients.

10. Participating in training and practice meetings

11. Participating in performance appraisal and development process, identify own learning needs and participate in learning opportunities

The above list is not exhaustive and may vary with the requirements of the service.

5. SYSTEMS AND EQUIPMENT

1. Telephone system2. Computers – clinical system, Microsoft word, outlook, internet explorer, document

management, digital dictation system, online systems, Information Display and Check in Systems

3. Fax machine4. Photocopier5. Laminator6. Shredder

Cairn Medical Practice – Receptionist/Administrator7. Labelling Machine8. Guillotine 9. Credit Card Payment Terminal

6. DECISIONS AND JUDGEMENTS

Freedom to act – The Receptionist/Administrator works within standard office procedures; uses initiative to deal with problems e.g. appointments, patient queries; plans own work within rota allocated by supervisor; initially works under direct supervision; some self-supervised work when experienced; supervisors/managers available for advice/support and monitoring of tasks.

Analytical & judgement skills - problem solve issues, handling patient complaints, prioritising own work within staff rota.

Planning and organisational skills – organises own day-to-day tasks; responsible for own work area

Responsibility for patient/client care – provide face-to-face advice to patients on appropriateness of appointments/clinicians to meet their needs.

Responsibility for policy/service development – follows policies in own role;

Responsibility for financial and physical resources – observe a personal duty of care when using equipment; occasionally handles cash/card payment of medicals etc.; appropriate use of stationary & resources. No responsibility for budget/petty cash.

Responsibility for human resources – n/a

Responsibility for information resources – ensure accurate filing of paper and computer records.

Responsibility for research and development – n/a

7. COMMUNICATIONS AND RELATIONSHIPS

Communication with – Patients, GPs, Nurses, Managers, Visitors, Work colleagues in other departments, Pharmacies

Communication and relationship skills – provide and receive routine information requiring tact or persuasive skills. Resolve disputed timescales for prescription requests. Offer new appointments and re-arrange existing appointments. Arranging ambulance transport to hospital. Responsible for all incoming telephone calls and passing information to appropriate person. Use message system to communicate within practice team.

Reception work generally involves little exposure to distressing circumstances but, occasionally, this may involve dealing with upset or angry patients or negotiating appointment times etc.

Cairn Medical Practice – Receptionist/Administrator8. PHYSICAL DEMANDS OF THE JOBInput information into computer; typing; sitting at a desk/reception/appointments/switchboard for long periods, walking to surgeries/use of stairs. Lift medical records/multiple medical records occasionally.

9. MOST CHALLENGING/DIFFICULT PART OF THE JOB

Mental effort – frequent requirement for concentration when the work pattern is predictable. Concentration and compassion is applied when dealing with patients’ requirements and questions. Concentration and accuracy when inputting data and answering queries from staff. Concentration and accuracy when processing patient records. Self supervision to maintain standard of work

Working conditions – little or no exposure to unpleasant working conditions or hazards.

10.KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOBExperience Required on Application;Previous experience not required but preference may be given to candidates with experience working in a medical/dental/vets practice, health care Assistant or other customer facing role.

Understanding a range of routine office procedures

Experienced To be developed/essential for the roleKnowledge of work procedures and practices for medical practice reception, health records, admin procedures, patient information systems, knowledge of computer use, and basic knowledge of Medical Terminology/Drug names and uses.

Cairn Medical Practice – Receptionist/Administrator

Person Specification - Receptionist

Essential Desirable Evidence

Education Good general standard of education

4 Standard Grades or equivalent, (including English)

Application form

ECDL or other qualification/certificate of IT competence

Application form

Medical receptionist qualification or equivalent

Application form

Office administration qualification or equivalent

Application form

Experience Face to Face Customer Service Experience

Previous medical/dental reception experience

Application form

Use of MS Word/Excel/Outlook

Use of Vision/Docman Clinical IT systems

Practical Test

Confident use of Windows 7 Operating system

Practical Test

Skills Excellent customer care skills

Negotiation skills, Dealing with Complaints, managing aggression

Application form/ Interview

Organised Application form/ Interview

Ability to prioritise own work


Ability to concentrate and maintain track of multiple tasks


Team work/Supporting others

Application form/Informal Visit/Interview

Good standard of speech, clear and audible, fluent English speaker.


Extensive vocabulary Medical terminology Application form/ Interview

Cairn Medical Practice – Receptionist/AdministratorGood standard of written work


Person Enthusiastic

Motivated

Flexible

Willingness to learn

Sense of humour/upbeat/resilient

Committed to quality work

Care and concern for patients

Application form/ Informal Visit / Interview

Other Interest in learning and personal development


Cairn Medical Practice – Application Form

First save this form under another name. To complete this form, point your mouse arrow on to the highlighted portions OR use your tab key to move between the highlighted fields and start typing. You must complete the application form in full as we do not accept CVs.

PART AApplication for (Job Title):Receptionist/Admin Job Reference No:

Recep 2019-1

Location: Cairn Medical Practice Candidate ID No:

No applicant will be unfairly discriminated against. We are particularly alert to eliminating discrimination on account of age, cultural/religious/political belief, disability, ethnicity, gender, race, relationship status, sexual orientation, and/or Trade Union membership or stewardship.

Only 'Part C' of this form will be made available to short-listing panels. Parts A, B and C would then be used by the interviewing panel if you are selected for interview.

Personal DetailsSurname: Forename:

Name known: by (if different)

Title:

Address:

Post Code:

Contact Telephone Numbers:

Day:

Evening: Mobile:

E–mail: address (if we

If we need to, the best way for us to contact you is by: If you were resident at a different address for your last job, we will need that address should we seek a reference for you.Work PermitDo you need a work permit to take up this post? Yes No

Working in the UKAre you eligible to work in the UK? Yes No


Job Reference No: RECEP 2019-1 PART BCandidate ID No:Declarations

ConvictionsNHS Scotland is exempt from the 1974 Rehabilitation of Offenders Act (Exclusions & Exceptions) (Scotland) Order 2003. This means that unless stated in the job description, person specification or application pack, you must tell us about any previous convictions either classed as ‘spent’ or ‘unspent’. If you are offered employment, any failure to disclose such convictions could result in dismissal or disciplinary action. Any information you give will be considered only in relation to the post for which this application form refers. Information will be verified by Disclosure Scotland for relevant posts.

I declare that I have: (a) No previous convictions

(b) Previous convictions – details of which are:

Please read the following statements. You will be asked to sign a declaration if you are appointed:

I have completed Parts A to D of this application form and the details I have supplied are, to the best of my knowledge, true and complete;

I understand that if appointed to this post the information on this form will be kept as part of my personal file record;

I authorise you to obtain references to support this application if I am identified as a preferred candidate;

I understand that details of educational qualifications, membership of professional bodies and referee reports may be verified through the establishments and individuals I have indicated;

I consent to my details being kept confidentially and used for specific and lawful purposes as specified in the Data Protection Act 1998;

I declare that I have no previous convictions, or have identified any I have above.

Read, agreed and understood (check box) Date:


PART CApplication for (Job Title): RECEP 2019-1 Job Reference No:

Recep 2019-1

Location: Candidate ID No:

Qualifications AchievedSubjects Type of Qualification

eg. Standard Grade, GCSE, Higher, BSc Grade Achieved

Qualifications Currently Studying or Working Towards

SubjectsType of Qualification

eg. Standard Grade, GCSE, Higher, BSc

Grade Anticipated

Date Anticipated

Membership of Professional or Regulatory BodiesFull name of organisation(s) Registration Number Renewal Date


Job Reference No: RECEP 2019-1 PART CCandidate ID No:Present (or most recent) PostJob Title:

Grade: Date of Starting Grade:

Employer:

Dates of Employment: From: To:

Reason for Leaving (if applicable):

Notice Period: Current Salary:

Role Purpose / Summary of Responsibilities


mployment History

Start with your most recent employment first and work down the page. If a job supports the position applied for, please say more about it in your Application Support Statement.Job Title Employer Date From Date To


Job Reference No: RECEP 2019-1 PART CCandidate ID No:RefereesYour referees will include your present (or most recent) employer. Please identify below the person in your organisation (for current NHS staff this is your direct line manager) who is authorised to confirm your employment and the details given in your application. Please identify a second referee who may have closer knowledge of your skills, knowledge and abilities and who may offer opinion on your suitability for this post. You should not use family members or friends. Please use valid business addresses/emails as we will not accept a reference from a personal address. Our pre-employment screening also includes, where appropriate, health and fitness for work, criminal records, qualifications and professional registration. Note that references will only be taken up for Preferred Candidates following interview.

Name 1: Designation:

Address: Post Code:

Telephone: Email:

Name 2: Designation:

Address: Post Code:

Telephone: Email:

Disability

The Disability Discrimination Act 1995 and Amended Regulations 2005 defines disability as follows: “any physical or mental impairment which has a substantial adverse effect on a person’s ability to carry out normal day to day activities”. NHS Scotland is “Positive About Disabled People”, and as such we provide job opportunities for disabled people. NHS Scotland operates a Job Interview Guarantee (JIG), which means that if you have a disability, and meet the minimum criteria outlined within the person specification , you will be guaranteed an interview. However, some disabled people prefer not to take this option, so please tick your preference if you are a disabled candidate.

Do you want to participate in the guarantee scheme? Yes No

Please specify any special requirements you require if attending for interview, eg. Induction Loop, Wheelchair Access, Signer

Driving Licence (see Job Description - only complete if a driving licence is essential)

Do you have a driving licence? Yes No If yes, which categories are you entitled to drive,

eg. B, BE, C


Job Reference No: RECEP 2019-1 PART CCandidate ID No:Statement in Support of Application – please tell us your personal qualities, skills and attributes, experience and any major achievements and show how they match those needed for this job. (Note – We put as much emphasis on your Personal Statement as we do your qualifications!)

Where did you see the Advertisement for this Post? Newspaper (which one?) Professional Journal (which one?) Vacancy Bulletin SHOW (NHS Scotland Website) Job Centre Plus Other (please specify)


Job Reference No: RECEP 2019-1 PART DCandidate ID No:Equal Opportunities Monitoring

We want to ensure that our job opportunities are open to all. The only way we can ensure there is equal opportunity is to monitor applications we receive and compare the profile of people who apply with those appointed. Therefore this form asks you for your ethnic origin, gender, disability, religion, sexuality and age. The information you provide in this part of the form (Part D) is confidential and is not used in the selection process. It will be separated from the rest of the form when we receive it.1) If you are currently an employee of this NHS Board, will getting this job be a promotion?

Yes No

2) You are:

Female Male 3) Have you undergone, are you undergoing or do you intend to undergo gender reassignment? For example, this includes having changed your sex (gender)?

Yes No Prefer not to say

4) What is your age?I am years old, and my date of birth is:

5) Do you have a physical or mental health condition or disability that: has a substantial effect on your ability to carry out day to day activities? has lasted or is expected to last 12 months or more?

Yes No Prefer not to say

If you answered ‘yes’ please tick if it is either of the following:Learning Disability

Long standing illness

Mental health condition

Physical impairment

Sensory impairment

Other (please describe):

Again, if yes, please describe any particular arrangements you would need for your work location:


Job Reference No: RECEP 2019-1 PART DCandidate ID No:6) What is your ethnic group? Choose one section from A to F, then tick the appropriate box to indicate your cultural background

A: White Scottish Irish Other British

Any other White background

B: Mixed Any mixed background

C: Asian; Asian Scottish; Asian British Pakistani Indian Chinese

Bangladeshi Any other Asian background

D: Black; Black Scottish; Black British Caribbean African Any other Black background

E: Other ethnic background Any other background

F: Prefer not to answer 7) To which religion, religious denomination or body do you actively belong?

(Christianity) - Church of Scotland Hinduism

(Christianity) - Roman Catholic Sikhism

Christianity (other) Judaism

Other faith / belief Islam

Buddhism No religion (none)

Prefer not to answer

8) Which of the following best describes your sexual orientation?

Bisexual Gay Man

Heterosexual Lesbian/Gay Woman

Other Prefer not to answer

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