Receptionist/Administrator

The position is for a part-time role working 3 or 4 days, with shifts taking place between the hours of 7:45 AM and 6:45 PM Monday to Friday.

About the Role:

Are you looking for a rewarding role where you can make a difference to patients' lives while working with a supportive and friendly team? Ford Medical Practice is seeking enthusiastic, motivated, and compassionate individuals to join us as Part-Time Receptionists. The ideal candidates will have excellent communication skills, a professional telephone manner, and the ability to handle multiple tasks efficiently. While previous experience in a GP practice is preferred, it's not essential as full training will be provided. Flexibility to cover shifts for colleagues during periods of sickness and holiday is essential. If you are passionate about providing outstanding patient care and enjoy working in a dynamic environment, we'd love to hear from you!

Main duties of the job

• Key Responsibilities:
• Manage and maintain the practices appointment system
• Answer incoming phone calls and direct them appropriately
• Respond to patient queries and requests with professionalism and care
• Process prescription requests and follow necessary procedures
• Signpost patients to relevant services and support
• Handle new and temporary patient registrations and update patient documentation
• Manage queries efficiently, liaising with patients, colleagues, and external agencies
• Maintain a clean and organized reception area
• Ensure patient confidentiality is always upheld
• Perform other duties related to the role as required

Key Skills & Qualities:

• Strong face-to-face communication and interpersonal skills
• Professional and friendly telephone etiquette
• Commitment to maintaining patient confidentiality
• Proficiency in IT and the ability to learn new systems quickly
• Ability to remain calm and composed in a fast-paced environment
• Flexible and adaptable to changes in shift patterns and team needs
• Previous experience in primary care is an advantage, but not required

About Us:

Ford Medical Practice is a well-established, patient-focused GP practice, serving a community of 6,000 patients. We pride ourselves on our high QOF achievements and our commitment to continuous improvement and innovation. We are a paper-light, digital-first practice utilizing the EMIS Web clinical system. Our team is made up of two GP Partners, three salaried GPs, a Practice Nurse, a Student Nurse Associate, trainee HCA and an Administrative and Management team. We are also a registered Training Practice, fostering professional development within our team.

Why Join Us?

• Supportive, collaborative, and friendly team environment
• Full training provided with opportunities for personal development
• A forward-thinking and innovative practice committed to quality care

Job responsibilities

• Reception Duties:
• Greet all patients, visitors, and telephone callers to the practice in a professional and polite manner.
• Answer incoming phone calls from patients and healthcare professionals, redirecting them as appropriate, and/or taking and passing on messages.
• Address administrative queries and requests from patients, acting as a liaison with clinicians when necessary.
• Take patient details and complete our triage template, adding them to the triage list and managing appointments (making, cancelling, or rearranging) via the EMIS clinical system.
• Support clinicians as needed in a variety of tasks.
• Arrange interpreters for patients when required.
• Provide chaperone services for patients during clinical examinations when appropriate or requested by the clinician.
• Ensure up-to-date patient information is recorded and maintained.
• Provide test results to patients where appropriate.
• Maintain a clean and tidy workspace and waiting area.
• Open the premises each morning, performing security and heating/ventilation checks.
• Close the premises each evening, following the lockdown procedure, setting alarms, and ensuring everything is securely locked.

• Clerical Duties:
• Accurately prepare repeat prescriptions following practice protocol.
• Monitor incoming electronic test results and ensure they are reviewed by clinicians promptly.
• Data entry for new and temporary patient registrations, including updates to personal details (e.g., smoking status, blood pressure, ethnicity, and hospital medication).
• Action tasks set by clinicians through the clinical system and email.
• Provide courteous, empathetic, and efficient service to all patients.
• Serve as the primary front-of-house contact at the reception desk and via telephone.
• Keep patients informed if appointments are running late.
• Manage incoming telephone inquiries with professionalism.
• Build rapport with regular patients and understand their needs.
• Uphold confidentiality at all times, whether in written, electronic, or oral form.
• Adhere to practice procedures to meet Caldicott and security requirements.
• Ensure compliance with GDPR regulations.
• Follow Health and Safety protocols, including COSHH where applicable, ensuring the safety of staff, patients, visitors, and premises.
• Address patient complaints promptly and professionally, following the practices protocol.

• Data and Record Keeping:
• Ensure prompt and accurate data entry on patient records, whether via the clinical system or paper records.
• Demonstrate proficiency with EMIS, Accurx, PATCHS, Microsoft Outlook, Word, Excel, and other necessary software.

• Communication:
• Be an effective communicator and maintain strong professional relationships with clinicians and external healthcare professionals.
• Collaborate and support colleagues within the reception and broader practice team.

• Quality and Continuous Improvement:
• Identify and report any issues or opportunities for improvement to the line manager.
• Participate in practice meetings, professional development opportunities, and ongoing training.
• Follow practice protocols and guidelines to maintain high standards of care and service.
• Commit to continuous professional development and computer literacy.
• Assist in training new team members as part of the practices induction program.

• General Duties:
• Ensure security measures are maintained, including locking doors and setting alarms.
• Leave the reception area tidy at the end of each day.
• Support the overall Health and Safety of staff, patients, and visitors.
• Maintain confidentiality by using discretion and sharing information only with those in an official capacity, as per the Practice Managers instructions.
• Familiarize yourself with and adhere to the practice's safeguarding policies and procedures.
• Perform any other reasonable duties as requested by the doctors or the practice leadership team.

Other Information:

This job description provides an outline of the key tasks and responsibilities of the role, but duties may be adjusted as needed to meet the evolving needs of our patients and practice. Flexibility to take on additional tasks or relinquish duties is essential for the effective running of the practice.

Person Specification:

• Qualifications: GCSE grade A to C in English and Maths
• Experience: Experience of working in a GP practice
• 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.

£25,235 a year Pro-rata + employer NHS pension contribution 23.7%