Receptionist/Administrator

Receptionist/Administrator Job Overview

The Receptionist/Administrator is responsible for providing a professional, welcoming and efficient front-line service to patients while supporting the smooth running of the GP practice.

• Main responsibilities
• Welcome patients and deal with enquiries in a friendly and professional manner.
• Answer telephone calls and respond to patient queries appropriately.
• Book, cancel and rearrange appointments according to practice procedures.
• Register new patients and update patient information accurately.
• Maintain confidentiality and handle sensitive patient information appropriately.
• Direct patients to the appropriate healthcare professional or service, following practice procedures.
• Process repeat prescription requests and other administrative tasks where required.
• Receive and relay messages accurately to GPs and other members of the healthcare team.
• Deal calmly and professionally with patients who may be upset, anxious or frustrated.
• Maintain accurate records using the practice's computer systems.
• Work closely with GPs, nurses, administrators and other members of the practice team.
• Follow GDPR, confidentiality, safeguarding and health and safety requirements.
• Support the general administration and smooth day-to-day running of the surgery.
• Job Summary

The purpose of the role is to

• Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial/administrative support to clinical staff and other members of the Practice team Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.

Duties and Responsibilities

The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list.

Duties may be varied from time to time under the direction of the Senior Receptionist/Practice Manager, dependent on current and evolving Practice workload and staffing levels:

• Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
• Maintaining and monitoring the Practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Document management/workflow
• Processing repeat prescriptions in accordance with Practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Clearing and re-stock consulting rooms as required
• Providing clerical assistance to Practice and additional staff as required from time to time, including document management/ scanning
• Ordering, re-ordering and monitoring of stationery and other supplies
• Dealing with clinical waste
• Maintaining the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
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