Receptionist Administrator in Northolt

Broadmead Surgery is a busy, friendly and fully computerised (SystmOne) practice located within Grand Union Village Health Centre in Northolt. We currently have over 7800 registered patients. We are looking for a new member of staff to join our friendly team for 25 hours per week in a permanent position. Shifts will be between 13:00pm to 6.30pm Monday to Friday based on a set rota and sharing the rota for Saturdays 9am to 1pm.

Main duties of the job

• To provide a welcoming and efficient reception service to all visitors and telephone enquiries, ensuring that the patient appointment systems function smoothly and efficiently.
• To provide administrative services including medical records maintenance, repeat prescribing and any other associated tasks.
• Respond to incoming calls.
• Record all messages accurately and forward promptly.
• Maintain an efficient appointment system.
• Invite patients for annual reviews.
• Prompt actioning of incoming and outgoing correspondence (paper and electronic).
• Actioning prescription requests, liaising with pharmacies.
• Registering new patients.
• Actioning clinicians paperwork throughout the day.
• Assist with requests for patient information received from third parties via telephone, email and SystmOne ensuring patient confidentiality and data protection guidelines are adhered to at all times.
• Scanning patient correspondence, actioning tasks.
• Respond to general enquiries and explain Surgery procedures to enquirers.
• Undertake any other administrative tasks as delegated by senior staff or the Practice Manager.

About us

We also see non-registered patients for community services such as anticoagulation, ECG etc. Our team consists of a Lead GP Partner, Salaried GPs, Practice Nurses, Healthcare Assistants, Clinical Pharmacist, Clinical Assistant, Practice Secretary, Reception Team Leader, Senior Receptionist, Administrator and Receptionist Administrators. Broadmead Surgery is one of six local GP Practices that are part of Northolt Primary Care Network (PCN). The PCN works collaboratively to provide enhanced care and services to our patients. We are keen to support staff development and offer in-house and external training opportunities.

Job responsibilities

• Receive, welcome and register patients who arrive for appointments.
• Respond to incoming calls in a courteous and efficient manner.
• Record all messages accurately at the time they are taken and forward promptly.
• Maintain an efficient appointment system by offering new and follow up appointments according to the capacity of the Doctors and other clinical staff.
• Record requests for home visits.
• Invite patients for annual reviews in relation to QOF (Quality Outcome Framework).
• Prompt actioning of incoming and outgoing correspondence (paper and electronic) passing to relevant staff member or duty doctor.
• Actioning prescription requests, liaising with pharmacies to resolve any issues.
• Registering new patients onto the clinical system ensuring that all documentation is confirmed as accurate.
• Arranging for patients New Patient Health check with the Nurse or Doctor.
• Actioning clinicians paperwork throughout the day to include the emailing of urgent and non-urgent referrals/information.
• Assist with requests for patient information received from third parties via telephone, email and SystmOne ensuring patient confidentiality and data protection guidelines are adhered to at all times.
• Accurately scanning patient correspondence into patients medical records once seen by clinicians. Actioning any resulting task messages.
• Help maintain a tidy and efficient medical records room pulling or filing patients medical records. Assist in tagging of new patients medical records ready for a senior member of staff to summarise.
• Respond to general enquiries and explain Surgery procedures to enquirers.
• Ensure that the reception area is organised and tidy at all times.
• Undertake any other administrative tasks as delegated by senior staff or the Practice Manager.
• Ensure that patients with a complaint about any matter pertaining to the practice are referred without delay to senior staff or the Practice Manager.
• Maintain complete patient confidentiality at all times.
• Be prepared to work shifts according to the practice opening hours and to offer extra cover for other receptionists by arrangements.
• Participate in the Personal Development and Appraisal schemes. Attend training courses as required and complete mandatory online training annually.
• Participate in any team meetings as required.
• Ensure that safe working practices are adhered to and in accordance with Health, Safety and Security procedures.

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.

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.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

Quality

The post-holder will strive to maintain quality within the practice.

Communication

The post-holder should recognise the importance of effective communication within the team.

Contribution to the implementation of services

The post-holder will apply practice policies, standards and guidance.

Person Specification

• It is essential that the candidate provide a calming and empathetic assistance to all patients.
• The successful candidate must be flexible in their hours based on the demands of the rota and to fit in with the needs of the surgery.
• Common sense and a commitment to a professional attitude, flexible, confident and respectful to team members.
• Ability to work under pressure.
• A good sense of humour whilst being diplomatic and willing to learn.
• Proactive attitude towards work and learning with a can-do attitude.

Qualifications

• GCSE or O Level standard
• Literacy
• Numeracy
• Customer Care Skills
• Communication Skills
• Qualification in Office Administration
• CLAIT/ECDL certificate
• Knowledge of IT systems (Windows, Office)
• Knowledge of clinical system (SystmOne)
• Medical Terminology

Personal Characteristics

• Common sense
• Commitment
• Professional attitude, empathic
• Flexible
• Confident
• Respectful to team members
• Self-awareness
• Ability to work under pressure
• Good sense of humour
• Diplomatic
• Willingness to learn
• Enjoy working as part of a team

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.