Administrator / Receptionist in Worcester

Grey Gable Surgery is recruiting a part time Administrator / Receptionist. The working pattern will be set hours and set days below:

• Monday 07:45am-14:15
• Thursday 11:45am-18:30
• Friday 11:45am-18:30

We are a small rural practice which prides itself on its friendly and caring ethos. The successful candidate will work as part of the administration team and will have suitable customer service experience. The ability to deal with patient queries in a professional, friendly and caring manner is essential. Flexibility is required in order to cover annual leave, absences and any additional hours required to meet the needs of the practice.

Interviews will be held w/c 1/6/26. Grey Gable Surgery reserves the right to close this advert early.

Main duties of the job

Provide general administrative assistance to the practice team to ensure that patients receive the high quality service that the practice aims for and that the practice runs in an efficient and effective way. Project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Previous experience working in the NHS is desirable but not essential as comprehensive training will be provided. Excellent interpersonal skills, good IT skills, excellent telephone manner and good communication skills are essential to the role. The candidate will need to have a flexible working approach and have the ability to work with a wide range of professionals, people and patients.

Job responsibilities

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.
• Undertake a variety of administrative duties to assist in the smooth running of the centre.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
• Cover reception duties as and when required.

The duties and responsibilities to be undertaken by members of the centre 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 Administration or Practice Manager, dependent on current and evolving centre workload and staffing levels:

• Maintaining and monitoring the practice appointments and recalls systems.
• 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.
• Filing and retrieving paperwork.
• Proactively calling and recalling patients by letter, text and telephone.
• Computer data entry/data allocation and collation; processing and recording information in accordance with centre procedures.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Clearing and re-stock consulting rooms as required.
• Dealing with clinical samples and waste.
• Providing clerical assistance to practice staff as required, including filing, photocopying and scanning.
• Ordering, re-ordering and monitoring of stationery and other supplies.
• Provision of refreshments for staff and visitors as required.

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, centre staff and other healthcare workers. They may also have access to information relating to the centre as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the centre may only be divulged to authorised persons in accordance with the centre policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the centre Health & Safety Policy, to include:

• Using personal security systems within the workplace according to centre guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Equality and Diversity:

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

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with centre procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the centre as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the centre, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

• Apply centre policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Additional Information:

Appraisal interval annual main review. This Job Description is not intended to be exhaustive. It may be subject to a periodic review and amendment in consultation with the post holder.

Person Specification

Experience:

• Experience of liaising with the public on the telephone and face to face.
• Experience of working in General practice.
• Experience of team working.
• Experience of telephone switchboard operation.
• Experience of customer service in a public/health sector environment.
• Knowledge of local area and services.

Qualifications:

Minimum of 5 GCSEs or equivalent (this must include A-C in Maths and English Language or equivalent) and provision of original certificates if appointed.

Skills & Abilities:

• Ability to communicate effectively and sensitively with colleagues, members of the public and others from a variety of backgrounds.
• Able to carry out administrative tasks.
• Accuracy and attention to detail.
• Ability to prioritise and organise own work to meet deadlines.
• Ability to understand the importance of confidentiality and to maintain confidentiality at all times as necessary.
• Ability to work without direct supervision and determine own workload priorities.
• Ability to work as part of an integrated multi-skilled team.
• Pleasant and articulate.
• Able to work under pressure.
• Evidence of effectively working to deadlines.
• Evidence of ability to complete tasks effectively.

Other qualities:

• Ability to use own judgement, resourcefulness and common sense.
• Willingness to participate as part of a flexible team to provide a full range of high quality services to the patient population.
• To have a professional appearance and be willing to adhere to the relevant dress code.
• Ability to work the hours required of the post.
• Ability to receive workplace health clearance for the post.
• Keenness and passion to improve the quality of care and improve patient outcomes.

Knowledge:

• Working knowledge of Microsoft Word, Excel and Outlook.
• Knowledge of EMIS Web clinical system.
• Knowledge of document management systems including Docman.
• Experience as a Medical Secretary.
• Basic knowledge of how the NHS is organised and the services it provides.
• Knowledge of the Data Protection Act and Confidentiality.

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.