Jobs at St Fillans Medical Centre

• Hours: up to 37.5 hours per week, full or part-time roles available dependent on applications, shifts advised based within core hours of Monday to Friday 8am to 6:30pm
• Pay: £13 per hour
• Other Benefits: NHS pension scheme, on-site parking, blue light card eligibility, employee assistance programme

Purpose of the role

To provide a professional, efficient and patient-centred reception and administrative service to patients, clinicians and visitors to the Practice. The post holder will act as the first point of contact for patients, ensuring enquiries are handled courteously and effectively while supporting the smooth day-to-day operation of the surgery.

The role is vital in maintaining high standards of patient service, facilitating access to healthcare services, managing appointments and patient records, and undertaking a range of administrative duties to support the clinical team.

Aim of the role is to provide a friendly, professional and highly organised central point of contact for patients, providing a high standard of customer service by facilitating the distribution of information, messages and enquiries for the clinical team.

Principle Responsibilities

Administrative Duties

• Work as part of the reception/admin team, providing front-line support to patients both in person and via telephone
• Monitor and respond to patient requests received via the practice’s triage system
• Answer incoming phone calls, and answer patient queries
• Liaise with patients to resolve queries on the front desk
• Manage all queries as necessary in a professional manner, demonstrating a high level of customer service
• Assist with general administrative and reception duties such as handling patient queries, booking appointments, managing correspondence and maintaining patient records
• Signpost patients to the correct service
• Process incoming and outgoing mail (including email)
• Process prescription requests
• Process referrals, reports, forms and letters in accordance with practice procedures and timescales
• Liaise professionally with patients, hospitals, community services, external agencies, pharmacies and other healthcare providers
• Action tasks
• Read code data on EMIS
• Carry out system searches as requested
• Coding and workflow of clinical documents, assisted by AI software
• Photocopy/scan documentation as required
• Process new and temporary patient registrations and relevant patient information as required
• Record data in patient’s healthcare records as necessary
• Process requests for information i.e. SAR, insurance/solicitors letters, other forms in line with practice standard operating procedures (SOP’s)
• Maintain a clear, tidy and effective working area at all times
• Monitor and maintain the reception area and notice boards
• Support all clinical staff and the management team with general tasks as requested

Patient Communication and Experience

• Communicate effectively and empathetically with patients, ensuring clarity around appointment types, waiting times and alternative care options
• Provide information and signposting to other NHS, community or voluntary services as appropriate
• Support digital including by assisting patients to access and use online consultation or booking systems
• Ensure compliance with reception standard operating procedures (SOP’s) at all times

Quality & Governance

• Contribute to audits, data collection and quality improvement initiatives related to patient access and navigation
• Ensure compliance with data protection, confidentiality and safeguarding policies
• Participate in regular team meetings and contribute to continuous service improvement

To undertake any other duties appropriate within the broad remit of the role.

General Responsibilties

All staff at St Fillans Medical Centre have a duty to conform to the following

• Promote quality, diversion and inclusion, treating all patients, carers and colleagues with dignity and respect
• Work collaboratively as part of a multidisciplinary team to support the smooth running of the practice and continuity of care
• Adhere to all practice policies and procedures, including those relating to safeguarding, health and safety, equality and diversity, infection control and HR
• Always maintain patient confidentiality, and adhere to data protection and information governance regulations
• Provide high-quality, patient-centred care in accordance with the values and policies of the practice
• Act with professionalism and integrity, demonstrating respect and compassion towards patients, colleagues and other partners
• Engage in continuing professional development (CPD) and mandatory training, taking responsibility for maintaining up to date knowledge and competencies relevant to your role
• Support the delivery of safe, effective and efficient services, actively participating in quality improvement initiatives such as audits, significant event analyses (SEAs) and CQC readiness activities
• Report any concerns, incidents or risks in line with the practice’s incident reporting and whistleblowing policies

Personal Specification

Qualitifications

Essential

• Good general education (GCSE or equivalent) 

Desirable

• GCSE Maths & English (C or above)

Experience

Essential

• Experience in a healthcare, administrative or customer service environment

Desirable

• Experience of working with the general public
• Knowledge of patient triage or other online consultation systems
• Experience or formal training in care navigation or signposting
• Involvement in service improvement or quality initiatives
• Experience of working in a GP practice, Primary Care Network or within the NHS more broadly

Skills

Essential

• Strong interpersonal skills (verbal and written)
• Excellent organisational and time management skills, able to prioritise effectively
• Clear, polite, telephone manner
• Attention to detail and commitment to accuracy
• Ability to prioritise workload and work effectively under pressure
• Flexible and adaptable approach to work
• Ability to work as part of a team
• Strong problem-solving and conflict resolution capabilities
• Competent in using IT systems, including Microsoft Office, Excel and clinical systems. Ability to learn new IT systems quickly.
• Ability to follow process and procedure

Desirable

• Experience using GP practice software, e.g. EMIS

Personal attributes

Essential

• Professional, flexible and adaptable approach
• Ability to remain calm under pressure and managing competing priorities
• Commitment to patient-centred care and service excellence
• Discretion and integrity in handling confidential information
• Willingness to undergo further training and development
• Ability to work flexible hours if required

Other requirements

Essential

• Flexibility to work outside of core hours and work overtime
• Disclosure Barring Service (DBS) check

To apply

Submit a covering letter and CV

Or post to Practice Manager, St Fillans Medical Centre, 2 Liverpool Road, Penwortham, Preston, PR1 0AD