Front Desk Administrator – General Practice Support in Manchester

Whittaker Lane Medical Centre - An opportunity has arisen for a Part Time Administrator to come and join our friendly and evolving administration team. We are based in Prestwick and part of the Prestwick Primary Care Network. With 7800+ patients at the heart of everything we do, we need a great team to help deliver our service.

Main duties of the job:

• We are looking for a team member to join us on a permanent basis.
• Previous experience of working within General Practice and the use of Clinical systems including EMIS / AskMyGP / DOCMAN10 is highly desirable although not essential as full training will be given.
• The successful candidate will also be able to work and maintain high standards whilst under pressure, being flexible is vital, a team player and have a good sense of humour!

We are open 8.00am - 6.30pm Monday to Friday. Full time & Part time available - The positions will require working until 6.30pm on some days. Please only apply if you can work these hours.

Job Role: Administrator
Reports to: Practice Manager (Nic Bardsley)
Hours: To be discussed at interview (Working Schedule CORE HOURS are 8.00-18.30 Monday to Friday)

About us:

We are a Team of 19, comprising of 11 clinical staff, 8 administration, a Finance Manager and Practice Manager. Each staff member has their own set of responsibilities which are integral to the day to day running of the Practice. General Practice is constantly evolving in a fast paced environment and our Team receive ongoing training and support to care navigate patients to the services suitable for their needs. Our service is supported by numerous staff, including First Contact Physios, Mental Health clinicians, Pharmacists, Social Prescribers and Extended Working Hours service. Training and support is available to all staff where the opportunities arise to help develop skill and professional potential. Our team meets monthly for learning time initiatives (held on Tuesdays) and once a year we have a team building session.

Job responsibilities:

As the first point of contact for patients when they attend or telephone the surgery, you will be responsible for ensuring that patients are cared for, managed, directed and dealt with appropriately and within the Practice procedures and guidelines. You will also be responsible for the front reception and waiting area, ensuring a friendly welcome on arrival for patients. You will support the Practices clinical team as required and ensure that day-to-day activities are performed in a timely and efficient manner; whilst maintaining patient confidentiality and within Practice protocols.

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.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the practice 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 senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:

• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• Maintaining and monitoring the practice appointments system.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers whilst adhering to confidentiality and protocols.
• Processing repeat prescriptions in accordance with practice guidelines.
• Processing and distributing incoming (and outgoing) mail.
• Taking messages and passing on information.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
• Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols.
• Ordering, re-ordering and monitoring of stationery and other supplies.
• Clearing and re-stock consulting rooms as required.
• Dealing with clinical waste.
• Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy.
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
• Summarising of patients notes when requested.
• Reviewing medical records and producing an accurate summary of the patients medical history.
• Read Coding information into the practice clinical system.
• Monitoring progress of notes summarising against practice targets.
• Monitoring patient call and recall systems.
• Extraction of necessary data from clinical correspondence and input into electronic patient record.
• Scanning and filing of letters and relevant correspondence into patients notes.
• Filing and retrieving paperwork as appropriate.
• To ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required by the doctors, nurses and manager.
• Pro-actively initiate data quality improvement projects.
• Report faults to software supplier and track progress.
• Troubleshoot clinical database.
• Load updates.
• Ensure security of data at all times.

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, 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:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

• Using personal security systems within 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.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
• Undertaking periodic infection control training (minimum annually).

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 people's rights, interpreting them in a way that is consistent with practice 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 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 demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, 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 team's performance.
• Work effectively with individuals in other agencies to meet patients' needs.
• Effectively manage own time, workload and resources.

Communication:

The post-holder should 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.

Contribution to the Implementation of Services:

The post-holder will:

• Apply practice 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.

Person Specification:

Qualifications:

• Sound knowledge of Windows and MS Office.
• Good verbal and written communication skills.
• Flexible approach, team player, good sense of humour.
• Awareness of data security requirements.
• Knowledge in medical terminology and/or relevant qualifications.

Experience:

• Previous experience in front facing/first contact role.
• Experience of working in office/administrative environment.
• Previous experience of working within a GP Practice or healthcare setting.
• Experience using clinical software EMIS/DOCMAN 10/AskMyGP.
• Experience summarising patient records.

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.