Receptionist/Administrator in Newmarket

We are seeking an experienced, enthusiastic team‑focused individual with a passion for patient care to join our friendly supportive team, and help us to continue to deliver quality, patient‑centred medical care to our local community. This is a permanent, part‑time position, working 24 hours per week. These regular hours will include shifts between 7.45 am – 6.30 pm and will include working all day Friday.

This is an important and essential front‑line role at the practice; our receptionists are the first contact our patients have with the practice. You must be able to demonstrate excellent communication skills, remain calm under pressure and be able to multi‑task whilst dealing with frequent interruptions. Staff cover for holiday and sickness is shared amongst the team, flexibility is key. We would welcome applications from organised, adaptable, and friendly individuals, who are keen to help us maintain our delivery of a high standard of patient care to our practice population.

Job Summary:

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient way.
• Provide 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.
• Provide administrative support and services to all members of the practice team.

About us:

Our busy, yet community‑minded practice is situated within beautiful, rural Suffolk countryside, between Bury St. Edmunds, Haverhill and Newmarket, serving a patient population of approx. 5,200. Our clinical system is SystmOne, and we are proud of our consistently high achievement in the Quality and Outcomes Framework (QOF). We work collaboratively with West Suffolk Rural Primary Care Network (PCN).

Benefits:

• Supportive and friendly environment
• NHS pension
• Free car parking

Job Responsibilities:

• Provide additional hours cover for holidays, sick leave and additional clinics at seasonal times of the year.
• Greet patients and visitors to the practice, respond and/or redirect accordingly.
• Book in, amend and cancel patient appointments in line with practice appointment procedures ensuring optimum efficiency of the appointment system.
• Ensure that patients without appointments but who need urgent consultations are booked into appropriate slots and referred to a GP where necessary.
• Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols.
• Print off home visit summary sheets.
• Ensure computerised appointment system is up‑to‑date.
• Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed.
• Set up new patients onto the computer system.
• Advise patients of relevant charges for private services, accept payment and issue receipts for same.
• Ensure correspondence, reports, results etc. are filed electronically in correct patient record.
• Ensure reception and waiting areas are kept neat and tidy.
• Re‑stocking of information leaflets, registration and information packs, as appropriate.
• Answer incoming telephone calls, ensuring calls are documented and redirected accordingly.
• Undertake administration tasks as allocated by line manager.
• Ensure up‑to‑date maintenance of both computerised and manual filing systems i.e. patient notes.
• Check emails on a daily basis.
• Regularly check and action messages and tasks on clinical system.
• Receive samples in accordance with surgery protocols.
• Send urgent referral forms to hospitals etc. when required.
• Action daily tasks from the reception duty checklist.

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time‑to‑time.

Work safely at all times in accordance with legislative requirements, infection control and practice policy and procedures.

Equipment and Machinery:

• Personal Computer system including internet activity which is utilised as a means of communication both internally and externally.
• To manage and record patient appointments, registering new patients' data, accessing patient data as necessary and when undertaking audits.
• Photocopying machines.

Assignment of Work:

The post holder’s work assignment is determined by the requirements of the Practice, GP Partners, the Practice Management team and the patients. The Practice Management Team provides immediate line‑management for the post holder. However, the post holder is expected to be self‑directed and self‑motivated using their own initiative and requiring minimum input from the Manager. The post holder’s work is formally reviewed by annual appraisal by their line manager. The post holder must be proactive in forward planning, identifying and implementing improvements within and beyond their key result areas, anticipating and communicating future internal and external requirements.

Decisions and Judgements:

The post holder is required to use their own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur. Establishing and maintaining effective lines of communication with the GPs and Practice Management Team. Communicating clearly and effectively with staff to aid the smooth running of the practice. Responding to requests or queries for support as they arise in an appropriate and timely manner. Prioritising workload and requests for support. Making the most effective use of resources available. Using judgement and experience in helping to determine the relevant urgency of requests for information received from patients and other external organisations.

Most Challenging Part of the Job:

Managing the many conflicting priorities that the post requires. Working with protocols and workflows that are subject to change and evolve, keeping abreast of current practice. Ensuring practice protocols are followed for the prioritisation of work. Providing and maintaining a professional and effective dialogue with patients.

Communication and Relationships:

Internally with the GPs, Practice Management Team and colleagues to help ensure that practice aims and objectives are met. Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the Practice and the needs of patients registered at the Practice. Externally with patients registered at the Practice.

Physical, Mental, Emotional and Environmental Demands of the Job:

The post holder is required to have keen hand/eye coordination to undertake his/her primary task. The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion. The post holder is required to work in a well‑organised and professional manner to meet the demands of the work, maintaining concentration and accuracy. The post holder is often required to work independently of others and to be self‑determined. The post holder is required to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations.

Knowledge, Training and Experience Required to Do the Job:

The post holder must be understanding and approachable to patients and able to respond to patient requests. The post holder is required to have well‑developed keyboard skills. The post holder must clearly understand the importance of maintaining patient and data confidentiality. Educated to GCSE level or equivalent. Has good Microsoft Excel and Word knowledge. Is willing to undertake further training as required and agreed.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Person Specification – Experience:

• Ability to handle patient enquiries and complaints.
• Working within policies, procedures and guidelines.
• Experience of working within a team and independently.
• Experience of working in an ever‑evolving environment with an ability to cope with regular changes.
• Experience of working in a GP practice.
• Good level of experience and understanding of SystmOne, in particular, booking and managing appointments.

Personal Qualities & Attributes:

• Ability to work on own initiative without supervision and prioritise own workload, achieving targets.
• Ability to solve problems independently.
• Ability to work under pressure with conflicting demands.
• Self‑motivated.
• Ability to relate to all levels of the organisation confidently and effectively.
• Ability to create and maintain effective working relationships.