Reception Administrator

The postholder's primary responsibility is to act as a Reception Admin to the Extended Access Service (EAS), QHS GP Care Home Service, and New Mill Street Surgery, based at Spa Medical Centre or New Mill Street Surgery. In addition, the post holder will provide administrative support to other services provided by QHS, as agreed with the Service Manager.

The EAS is a service, which opened in April 2015, where local GP practices who are members of QHS book their own patients in for either urgent (same day or next day) appointments or routine appointments. The post holder will be expected to liaise closely with member practices.

The post holder will be expected to cover reception, meet and greet patients and handle their queries. It is the role of the Reception Administrator to assist the patients in the easiest possible way to see the GP/nurse or other health professional. Patient enquiries must be handled courteously and efficiently and with an awareness of the needs of the patient. Accurate administration is important to ensure that the work of the practice is carried out efficiently and that complete records are maintained.

Main duties of the job:

• To provide patients who make contact with a QHS service with the best possible customer service.
• To answer the telephone promptly and deal with enquiries in a helpful and courteous manner, being aware of the need to maintain confidentiality at all times regarding patients and staff.
• To book, cancel and amend patient appointments using the clinical system and to book patients in the appropriate service when needed using NHS Smartcard to trace patients on the Spine as required.
• To chaperone for patients and staff upon request.
• To identify any discrepancies in patient information received from practices and escalate appropriately.
• To deal with requests for assistance from doctors, nurses and other members of clinical team, including making calls to patients.
• To order ambulances and telephone interpreters for patients as required.
• To open and close the centre at the beginning and end of the day, checking security and setting the alarms as necessary.
• To adopt a proactive approach and deal with any issue relating to Reception which may arise, prioritising daily duties to ensure deadlines are met.
• To send referrals to the relevant services as requested by clinical staff and accurately document the receipt in patients records.
• To assist with monitoring and ordering of clinical and other supplies as required.
• To process the deductions for patients who have left the practice, correctly labelling all outgoing medical records and marking them on EMIS.

About us:

Fourteen practices in north Southwark stand together as Quay Health Solutions (QHS) Community Interest Company jointly delivering services that improve outcomes for over 200,000 registered patients. From July 2019, member practices have come together as North Southwark Primary Care Network (PCN) providing the building blocks for at scale service delivery and wider system integration through three Neighbourhoods. These are the delivery units for integrated place-based care, bringing together local health and care organisations (including social care, the voluntary sector and patient groups) to work to deliver more joined up, patient-centred services.

As part of the NHS 10-year Plan, QHS has joined with the South Southwark GP Federation, Improving Health Limited (IHL) to partner with Guys & St. Thomas NHS Foundation Trust (GSTT) to deliver the Southwark integrator function. Neighbourhood health service integrators have been tasked with establishing the foundations and building the relationships needed to deliver proactive, integrated and equitable neighbourhood health services shaped by local communities. Integrators will provide the vital infrastructure, connections and coordination needed to turn policy into practice and bring care closer to home.

Since 2017, QHS member practices have pooled resources to develop a team of Clinical Pharmacists in General Practice as part of the NHS England program to deliver the full range of clinical pharmacy services to the population.

Person Specification:

Experience:

• Experience of a medical receptionist environment.
• Experience working within an NHS service.

Skills, abilities and knowledge:

• Excellent written and oral communication skills.
• Able to work as part of a team and autonomously.
• Resourceful.
• Professional attitude and demeanour.
• Able to motivate others.
• Flexible.
• Excellent interpersonal skills.
• High level of accuracy and attention to detail.
• Able to work within protocols and procedures.
• Able to cope in a pressured environment.
• Self-resilient.

Motivation:

• Willing to undertake training to develop new skills and knowledge.

Qualifications:

• Good standard of general education.
• IT Skills.
• Experience of a Clinical System.
• Experience of EMIS Web.
• Experience of DOCMAN.

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.