Receptionist /Administrator

Rosemead Surgery is a friendly supportive practice. We are currently looking for a Receptionist /Administrator. You will need to have a passion for helping people, and to be able to stay calm under pressure. Good communication skills will be an advantage as would previous experience of working in general practice.

Main duties of the job

• The duties and responsibilities of the role are varied and can change from time to time with direction of the Assistant Practice Manager or Practice Manager.
• Maintain and monitor the practice appointment system.
• Process requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate health care professional.
• Process repeat prescriptions in accordance with practice guidelines.

About us

Rosemead Surgery works very much as a team and every staff member is integral to the success of the surgery. We receive feedback monthly, which reflects how the surgery has a pride in achieving the best outcomes for the patients registered at the surgery.

Job responsibilities

JOB SUMMARY: It is the responsibility of each receptionist to assist in the smooth running of the Practice in general, and the reception area in particular, and to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone. To facilitate patients accessing the clinical care provided by the practice. To support the GPs and Nurses in providing that care. To act as first point of contact for anyone accessing the practice.

KEY RESPONSIBILITIES:

• Ensure that all visitors and telephone callers to the practice are greeted professionally.
• Ensure all telephone calls are managed appropriately.
• Manage the flow of patients arriving at the reception desk, for appointments, prescriptions, or queries.
• Ensure the clinical staff receive medical records as requested.
• Ensure that repeat prescriptions are generated accurately and efficiently, within the 48 hours specified by the practice.

KEY TASKS:

• Greeting and booking in patients for surgeries and clinics.
• Dealing with patient enquiries efficiently and courteously.
• Receiving and recording telephone messages and taking appropriate action.
• Making appointments on EMIS Clinical System by processing appointment requests for today or future appointments from patients in person and on the telephone.
• Ensure eConsults are processed daily and assigned appropriately.
• Ensure patients are signposted to relevant services, e.g. St Marks Hospital, local pharmacy, Social Prescriber, First Contract Physio etc.
• Ensure all tasks are actioned and completed.
• Processing prescription repeats and filing for collection within 48 hours.
• Advising patients of relevant charges for private services.
• Receiving specimens from patients ensuring all their details have been recorded whilst following Health & Safety policy.
• Tidying waiting room after surgery, ensuring premises are kept tidy between visits from the cleaning staff; tidy and sort magazines and leaflets, discarding old and damaged items as necessary.

Administration duties:

• Have a thorough knowledge of all practice policies and procedures.
• Work in accordance with written protocols.
• Provide administrative support for clinical staff.
• Filing patient records and correspondence when necessary.
• Opening and distribution of practice post.
• Registering new patients following the Registration Protocol.
• Scanning of documents onto the medical system. All scanning should be cleared daily.
• Send letters to patients as necessary.
• Change details on EMIS i.e. change of address, telephone numbers etc.

Other Information:

• Cover for other Reception team members for sickness and annual leave.
• Ensuring building security/premises at the end of the day and ensure the building is totally secured, internal lights off and alarm activated.
• Carry out any other duties agreed between employee and the practice to ensure the smooth running of the practice.

Confidentiality:

While 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, practice staff and other healthcare workers. They may also have access to information relating to the practice 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 practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

• Using personal security systems with the workplace according to practice 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.
• Keeping own work areas and general/patient areas free from hazards.

Equality and diversity:

• Support the equality, diversity and rights of patients, carers, and colleagues, to include.
• Act in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behave in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights.
• Participate in any training programme implemented by the practice 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 demonstrate skills and activities to others who are undertaking similar work.

Quality:

• 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 team's performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload, and resources.
• Participate in audit where appropriate.

Communication:

• Recognise the importance of effective communication within the team and will strive to communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise people's needs for alternative methods of communication and respond accordingly.

The post holder will automatically be enrolled in the NHS Pension Scheme (subject to eligibility checks).

Person Specification

Experience

• Experience of working in a GP Practice.
• Experience in a busy office environment.

Qualifications

• GCSE grade A-C in English and Maths.
• Flexible approach to shift working patterns.

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.