As our patient list size continues to increase (currently approx. 5883 patients), an opportunity has arisen for an administrator/receptionist to join our patient-centred, friendly, and supportive research and training practice. Ideally, we require full-time hours (37.5 per week). Previous experience is not necessary, as training will be provided.
The purpose of the role is to be the first point of contact for patients and act as a focal point of communication between patients, doctors, nurses, and support staff. In return, we are able to offer future training and development opportunities, a competitive salary, NHS Pension Scheme, and inclusion in the practice bonus scheme. We also offer free food Fridays!
Main duties of the job
You will need to be a good communicator, with excellent interpersonal and customer service skills, especially under pressure. Due to the nature of the role, you will have a range of patient-facing and administrative tasks, so excellent organisational skills and time management are critical. A caring, empathetic nature is also essential.
Previous reception/admin and/or customer service skills are desirable, though not essential, as training will be provided. IT skills are also required.
Job responsibilities
To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to:
* Answering telephone calls and dealing with face-to-face enquiries.
* Politely greeting patients and visitors to the surgery.
* Scheduling appointments for patients.
* Checking patients in.
* Dealing with all requests in an efficient and courteous manner.
* Screening enquiries for the doctors and practice staff.
* Actioning the practice e-mails.
* Registering new patients at the surgery.
* Accurately collecting information and personal details about patients.
* Contacting patients to pass on test results/messages to patients as instructed by medical professionals.
* Arranging prescriptions for patients.
* Maintaining a clean reception and waiting area to show a professional image.
* Opening post, scanning, and forwarding it onto the relevant parties.
* Covering colleagues during times of annual leave.
* Any other tasks allocated by managers.
Confidentiality:
The practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
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, to 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.
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 practice continually strives to improve work processes which deliver healthcare with improved results across all areas. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
The post-holder will also 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 recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize people's needs for alternative methods of communication and respond accordingly.
Person Specification
Experience
* IT Skills
* Flexibility
* Emis Web knowledge
Qualifications
* GCSE grade A to C in English and Maths
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.
Depending on experience, also opportunity to receive an annual bonus.
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