Administrator/Receptionist

Job summary The purpose of the role is to:Undertake a variety of reception/administrative duties to assist in the smooth running of the practice including administrative support to clinical staff and other members of the practice team.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 telephoneReceive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective wayFacilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.
Main duties of the job General Admin and reception duties- Meet & greet patients- Answering and attending to all calls in a professional and courteous manner- Booking patients on the online Medical Database appointment system (EMIS WEB)- Liaise with doctors & patients- Maintain confidentiality of all the doctors, staff and patient information- Maintain highest standards of health & hygiene safety- Adhere to all policy and protocols set within the Practice- Liaise with service providers- Emails and mail timeously attended to- Processing prescription requests About us Annandale Medical Centre is an established GP practice located in Potters Bar, with approximately 7800 patients.
Our busy practice are recruiting medical admin /receptionists to join our friendly team.Annandale Medical Centre prides itself on delivering the highest standard of healthcare to our community.We are looking for an individual who is warm, welcoming, hard working, friendly and possess the empathic NHS care ethic required to provide the health care our patients.The role requires excellent telephone and face to face manners, a high standard of written English and the ability to multi- task in a fast paced environment.
Excellent time management and records keeping skills are essential in this position.
Job description Job responsibilities Duties andresponsibilities:The dutiesand responsibilities to be undertaken by members of the practice administrationteam may include any of the following which may be varied from time to timeunder the direction of the Practice Manager.ReceptionReceivingpatients, consulting with members of practice teamEnsure aneffective and efficient and polite reception service is provided to patientsand any other visitors to the practiceProcessingpersonal and telephone requests for appointments, visits and telephoneconsultations, and ensuring callers are directed to the appropriate healthcareprofessionalDeal with allgeneral enquiries, explain procedures and make new and follow-up appointmentsAssertingjudgement to ensure that urgent appointments are given in accordance to thepractice policyExplainpractice arrangements and formal requirements to new patients and those seekingtemporary cover, and ensure procedures are completedEnterrequests for home visits onto the duty doctor appointment screen, ensuring tocarefully record all relevant details and referring to duty doctor wherenecessaryArrangingtransport for patientsBe aware ofwhat is going on in the patient waiting area and be alert to problemsProcessingand distributing incoming and outgoing postUndertake anyother additional duties appropriate to the post as requested by the partners orthe practice managerEnsure thatall visitors to the practice are signed in and out of the visitors bookTakingmessages and passing on informationProcessingrepeat prescriptions in accordance with practice guidelinesComputer dataentry/data allocation and collation; processing and recording information inaccordance with practice proceduresProvidingclerical assistance to practice staff as required from time to time, includingword/data processing, filing, photocopying and scanningKeeping thereception area, notice-boards and leaflet dispensers tidy and free fromobstructions and clutterBe able tocover all reception positions as necessaryTo ensurethat all clinical staff are ready for their patient surgeries: the room has itsPC switched on, systems and printers are up and runningUndertake anyother additional duties appropriate to the post as requested by the partners orthe practice managerTelephoneHave workingknowledge of telephone, during and after hoursAnswer callsin a polite and professional mannerReceive andmake telephone calls as required.
Divert calls and take messages, ensuringaccuracy of detail and prompt appropriate deliveryAppointmentsProcessappointment requests for today/future appointments from patients by telephoneand in personDeal withvisits/requestsRepeatPrescriptionsTo collectrepeat prescription requests from the post box and receptionTo retrieverequests for prescriptions made via EPSTo liaisewith patients and chemists regarding queries and requestsTo ensurerepeat medication is issued in line with the protocols that are already inplace and ensure that any queries raised are dealt with quickly and correctlyTo ensurethat patient queries on medication are highlighted to the relevant GPTo regularlygo through prescriptions not picked up and unlikely to be picked up as a resultof the timescale, to remove the details from the patient records and thendestroy the prescriptionScanningdutiesSort and datestamp all incoming patient-related mailScanpatient-related documents onto their medical record using read codes as agreedby the clinical teamAdd anyadditional information about the source of the documentForward thedocument to the doctor or nurse who initiated the referral or who is mostappropriate to receive the informationEnsureincoming letters are scanned onto the patient record within a 48/72-hourtimescaleScan allinternal paper documents on to the relevant patients record and then store thedocuments in line with surgery policyCodingIdentifyrelevant clinical information contained in patient correspondenceCode or freetext the clinical information on to the patient record as per practice protocolDeal withqueries relating to codingAdministrationTo have athorough knowledge of all practice proceduresTo work inaccordance of written policiesPhotocopy andscan as requestedCarryouttasks relating to patient records, including filing, document management, andensuring patients can access reports, prescriptions and that they are easilyaccessible.ComputerRegistrationsof new patients computer data entry and medical recordsProcesspatients changes of address computer data and medical records (have knowledgeof practice area)Processrepeat prescription requests in accordance with practice guidelinesOther TasksWork throughand tick off all opening/closing instructions, using the checklist provided.Clear roomsafter surgeriesMake andserve refreshments, ensure the kitchen is kept clean and tidy and air and tidythe waiting room in turn with other staffEnsurebuilding security have thorough knowledge of doors/windows/alarmAny othertasks allocated by managersPremises:Open uppremises at the start of the day when first to arrive, de-activate alarm andmake all necessary preparations to clinical rooms, ready to receive patientsWhen last toleave at the end of the day, ensure that the building is totally secured,internal lights are off and the alarm activatedKeep thereception office and patient reception area, notice boards and leafletdispensers tidy and free from obstructions and clutterConfidentiality:In the courseof seeking treatment, patients entrust us with, or allow us to gather,sensitive information in relation to their health and other matters.
They do soin confidence and have the right to expect that staff will respect theirprivacy and act appropriatelyIn theperformance of the duties outlined in this job description, the post-holder mayhave access to confidential information relating to patients and their carers,practice staff and other healthcare workers.
They may also have access toinformation relating to the practice as a business organisation.
All suchinformation from any source is to be regarded as strictly confidentialInformationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.Health &safety:Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice health & safetypolicy, the practice health & safety manual, and the practice infectioncontrol policy and published procedures.
This will include:Usingpersonal security systems within the workplace according to practice guidelinesIdentifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risksMakingeffective use of training to update knowledge and skillsUsingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazardsActivelyreporting of health and safety hazards and infection hazards immediately whenrecognisedKeeping ownwork areas and general/patient areas generally clean, assisting in themaintenance of general standards of cleanliness consistent with the scope ofthe job holders roleUndertakingperiodic infection control training (minimum annually)Reportingpotential risks identifiedEquality anddiversity:Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:Acting in away that recognises the importance of peoples rights, interpreting them in away that is consistent with practice procedures and policies, and currentlegislationRespectingthe privacy, dignity, needs and beliefs of patients, carers and colleaguesBehaving in amanner that is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rightsPersonal/professionaldevelopment:Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, with such training to include:Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional developmentTakingresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar workQuality:Thepost-holder will strive to maintain quality within the practice, and will:Alert otherteam members to issues of quality and riskAssess ownperformance and take accountability for own actions, either directly or undersupervisionContribute tothe effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performanceWorkeffectively with individuals in other agencies to meet patients needsEffectivelymanage own time, workload and resourcesCommunication:Thepost-holder should recognize the importance of effective communication withinthe team and will strive to:Communicateeffectively with other team membersCommunicateeffectively with patients and carersRecognisepeoples needs for alternative methods of communication and respond accordinglyContributionto the implementation of services:Thepost-holder will:Applypractice policies, standards and guidanceDiscuss withother members of the team how the policies, standards and guidelines willaffect own workParticipatein audit where appropriate Person Specification Skills Essential Use of GP IT - Emis skills Use of Docman Desirable Emis skills Use of Docman Qualifications Essential Eligible to work in the Clean & Tidy Appearance General Secondary Education to GCSE level or equivalent GCSE C or above Maths & English Able to provide complete education/employment history IT skills Desirable Health care qualifications Receptionist or Customer Service qualification Experience Essential 1.Offering high levels of customer service 2.Dealing with patients/customers face to face 3.Dealing with patients/customers on the telephone 4.Microsoft office skills 5.Working in a busy and pressurised environment 6.Working as part of a team Desirable Desirable Previous experience within General Practice or other NHS environment.
Previous EMIS Web clinical system experience.