Enhanced Practice Support Officer

Job responsibilities

Job Summary

To provide overall reception and administration support to GP practices on behalf of Local Primary Care Federation across Blackburn with Darwen (BwD) and any other local surrounding areas as required.

The post holder may be deployed to any of the GP practices to provide reception and administration cover, working under the direction of LPC.

A receptionist is the first point of contact for patients. As the face of the organisation, the post holder will be responsible for welcoming patients and visitors, taking and redirecting calls, distributing correspondence, booking appointments and giving basic administrative support. The post holder must be approachable, professional and presentable at all times.

Daily tasks include:

• Managing the phones (taking and screening calls etc.)
• Welcoming and redirecting patients/visitors
• Receiving, sorting and distributing mail/deliveries
• Data entry and record maintenance
• Basic administration

Receptionist job qualifications, skills and experience

Receptionists should have some of the following personal qualities:

• Outgoing nature
• Ability to learn quickly
• Good time management
• Excellent written and verbal communication
• Ability to multitask
• Good organisational skills

To provide overall reception and administration support to Local Primary Care Federation and GP Practices across Blackburn with Darwen (BwD) and surrounding areas as required.

The post holder will work under the direction of LPC and is required to contribute to the day-to-day delivery of any administration function.

1. Primary Duties and Areas of Responsibility

General Administration

Provide administrative support to LPC and GP Practices across Blackburn with Darwen and any other local areas.

Accurately read and scan all patient related communications, ensuring they relate to the correct registered patient

Work as part of the Admin Team to ensure work is kept up to date. Raise any backlogs or issues with the management team in a timely manner

Action tasks and notifications in a timely manner

Manage workload effectively

To work according to written protocols

Ensure processes are followed and maintained at all times

Reception - will be required to travel to local practices within BwD working at practice sites

• Receiving patients, consulting with members of practice team
• Handing completed repeat prescriptions to patient and checking names and address.
• Be able to cover all reception position as necessary
• Taking messages and passing on information
• Processing personal and telephone requests for appointments and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

2. Collaborative Working Relationships

The post holder will be required to liaise with a variety of individuals and organisations at differing levels.

To utilise electronic communications via clinical portal, internal messaging and e-mails.

The post holder will respond to queries in an appropriate manner taking appropriate action as required with reference to Data Protection and in accordance with practice procedures.

To be aware of and take appropriate action to ensure that all patients are treated equally.

Liaises with other stakeholders as needed for the collective benefit of patients including but not limited to:

1. Patients
2. GP, nurses and other practice staff
3. Other healthcare professionals including pharmacists, pharmacy technicians, optometrists, dentists, health and social care teams and dieticians etc.
4. Community nurses and other allied health professionals
5. Hospital staff

3. Health and Safety/Risk Management

The post-holder must comply at all times with the organisations Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the organisations Incident Reporting System.

The post-holder will comply with the Data Protection Act (2018) and the Access to Health Records Act (1990).

4. Infection Control

All staff must comply with Prevention and Control of Infection Policies and complete any related mandatory training.

5. Equality and Diversity

The post-holder must co-operate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.

6. Respect for Patient Confidentiality

• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to GP practices, patients and their careers, practice staff, GP federation staff and other healthcare workers. They may also have access to information relating to the federation as a business organisation. All such information from any source is to be regarded as strictly confidential
• All members of staff are bound by the requirements of the Data Protection Act 1998. Information relating to patients, carers, colleagues, other healthcare workers or the business of the organisation may only be divulged to authorised persons in accordance with LPC policies and procedures, IG regulations and Data Protection Act relating to confidentiality and the protection of personal and sensitive data
• 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

7. Special Working Conditions

The post-holder is required to travel independently between sites and neighbourhood locations (where applicable) in Blackburn with Darwen and surrounding areas as required.

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