Job summary A visionary training practice located in central historic Rochester, caring for 12,400 patients. We are looking to recruit a full-time confident, professional and proactive Administrator. Main duties of the job Effective communication and organisational skills are essential with a calm and measured approach as this is a busy and demanding role. It is desirable but not essential to have general practice experience and be familiar with the EMIS clinical system. Excellent people skills are required to meet the needs of this role and, as part of a busy team, you will need to be supportive and flexible. You should have strong IT skills and be keen to develop new skills. Previous medical experience is not essential however experience working in a challenging customer / client service environment is desirable. The role will include among other duties: Reception duties, telephone answering and dealing with patient queries Assisting clinical staff to support patients Signposting 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 Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies About us We are a practice with approximately 12,400 patients, who are assimilated with a proactive Primary Care Network. City Way Medical Practice is made up of an extensive clinical team including: Phlebotomist Health Care Assistant Practice Nurses Clinical Pharmacist Paramedic Practitioner Advanced Clinical Practitioner Advanced Nurse Practitioner Physician Associate Salaried GPs Three GP Partners With friendly and productive team members and, a plethora of training opportunities Date posted 07 February 2025 Pay scheme Other Salary £11.44 an hour Contract Permanent Working pattern Full-time Reference number A3639-25-0002 Job locations 65 – 67 City Way Rochester ME1 2AY Job description Job responsibilities JOB TITLE: RECEPTIONIST at City Way Medical Practice REPORTS TO: Medical Receptionist Part time Job summary: 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 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 Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols Maintaining and monitoring the practice appointments system Processing and distributing incoming (and outgoing) mail Taking messages and passing on information Filing and retrieving paperwork Processing repeat prescriptions in accordance with practice guidelines Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers Clearing and re-stock consulting rooms as required Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning Ordering, re-ordering and monitoring of stationery and other supplies Provision of refreshments for staff and visitors as required; where applicable, loading and emptying the dishwasher and keeping the kitchen area clean and tidy Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter 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 will 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 holders role Undertaking periodic infection control training (minimum annually) Reporting potential risks identified 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 peoples 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 teams performance Work effectively with individuals in other agencies to meet patient 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 peoples needs for alternative methods of communication and respond accordingly Adherence to the practice policy regarding the use of personal mobile phones and all types of social media 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 This job description is not exhaustive and you may be asked to undertake other work with the appropriate training and support. Job description Job responsibilities JOB TITLE: RECEPTIONIST at City Way Medical Practice REPORTS TO: Medical Receptionist Part time Job summary: 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 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 Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols Maintaining and monitoring the practice appointments system Processing and distributing incoming (and outgoing) mail Taking messages and passing on information Filing and retrieving paperwork Processing repeat prescriptions in accordance with practice guidelines Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers Clearing and re-stock consulting rooms as required Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning Ordering, re-ordering and monitoring of stationery and other supplies Provision of refreshments for staff and visitors as required; where applicable, loading and emptying the dishwasher and keeping the kitchen area clean and tidy Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter 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 will 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 holders role Undertaking periodic infection control training (minimum annually) Reporting potential risks identified 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 peoples 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 teams performance Work effectively with individuals in other agencies to meet patient 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 peoples needs for alternative methods of communication and respond accordingly Adherence to the practice policy regarding the use of personal mobile phones and all types of social media 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 This job description is not exhaustive and you may be asked to undertake other work with the appropriate training and support. Person Specification Qualifications Essential Effective communication and organisational skills are essential with a calm and measured approach as this is a busy and demanding role. Experience Essential Excellent people skills are required to meet the needs of this role and, as part of a busy team, you will need to be supportive and flexible. You should have strong IT skills and be keen to develop new skills. Previous medical experience is not essential however experience working in this environment is desirable. Desirable It is desirable but not essential to have general practice experience and be familiar with the EMIS clinical system. Person Specification Qualifications Essential Effective communication and organisational skills are essential with a calm and measured approach as this is a busy and demanding role. Experience Essential Excellent people skills are required to meet the needs of this role and, as part of a busy team, you will need to be supportive and flexible. You should have strong IT skills and be keen to develop new skills. Previous medical experience is not essential however experience working in this environment is desirable. Desirable It is desirable but not essential to have general practice experience and be familiar with the EMIS clinical system. 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. Employer details Employer name City Way Medical Practice Address 65 – 67 City Way Rochester ME1 2AY Employer's website https://www.citywaymedicalpractice.co.uk (Opens in a new tab)