ROLE TITLE: Administration Assistant / Receptionist
REPORTS TO: Kent Administration Lead
LOCATION: Across our Kent clinics: Rainham, Rochester, Borough Green
and Fleet
JOB PURPOSE
This role will be split into two halves, working in both the Administration and Reception team. You will provide a professional reception service to patients of West Kent Dermatology, and support clinicians and nurses during clinic whilst maintaining the professional standards of the service. You will also provide an effective and efficient administration service for patients and staff members of Kent Dermatology.
ABOUT THE SERVICE
Sussex Community Dermatology Service (SCDS) and Kent Integrated Dermatology Services (KIDS) is a busy community dermatology service stretching across Sussex, Surrey and Kent. The clinical team consists of Consultant Dermatologists, GPwSIs as well as registered trained Nurses and Health Care Assistants. We also have a dedicated and experienced team of Administrators, Managers and Business Support roles. The service aims to ‘see and treat’ patients during their initial appointment, to avoid the patient having numerous follow-up appointments. The clinical services available to the patients within our service include day surgery, minor operations, patch testing, photodynamic therapy, and phototherapy. We focus on the needs and preferences of our patients, ensuring their wellbeing is at the heart of our decisions.
Administration Assistant:
KEY DUTIES AND RESPONSIBILITIES
* Undertake a full range of administration duties including booking appointments, registering patients, filing, shredding and scanning of documents as required.
* Manage and answer all telephone calls related to the service in a courteous and tactful manner to ensure that patients are communicated with effectively.
* Provide information and advice to patients about appointments via telephone, letter or email.
* Use TPP SystmOne and Choose and Book systems to access patient information and clinical data.
* Sort and distribute incoming mail, as well as preparing outgoing mail for postage.
* Be the first point of contact via telephone and email for patients, GP surgery staff and other WKD staff and to respond appropriately and efficiently.
* Update patient records with details of email or telephone correspondence, flagging inappropriate or concerning patient correspondence as appropriate.
* Ensure that the answer machine, email inbox and fax machine are checked and actioned on a regular basis throughout the day.
* Attend staff meetings as requested by the management team, fully engaging with dialogue and sharing ideas/suggestions.
* Liaise with a wide range of internal staff including management, Consultants, GP with Special Interest (GPwSPI) doctors, IT, nursing and administration teams.
* Liaise with external medical personnel (including staff at hospitals, GP surgeries and laboratories).
* Handle confidential patient material in a sensitive and discrete manner and in full accordance with the Data Protection Act 1998.
* Check through invoices and backing data on request of the Accounts Administrator.
* Assist colleagues and management team in any other reasonable duties as requested.
* Represent WKD in all communications with external staff and patients, maintaining a professional, courteous and polite manner.
* Check and action ‘administration team’ tasks on SystmOne in date order.
* Encourage an open and friendly atmosphere of staff and system development, contributing to new processes and ideas.
KEY SKILLS, KNOWLEDGE AND EXPERIENCE
* Excellent organisational and administration skills.
* Excellent customer service skills and the ability to communicate in a sensitive, sympathetic manner with tact and understanding of patients’ needs.
* Proficient user of Microsoft Word.
* Good IT skills.
* Excellent communication skills, both written and verbal, including listening skills.
* Flexible and positive attitude towards role.
* Ability to organise and prioritise own workload.
* Ability to work proactively within a team and independently.
Receptionist:
Please note, this role will include working some Saturdays.
KEY DUTIES AND RESPONSIBILITIES
* Act as first point of contact in a busy clinic.
* Ensure patients and visitors are received in a friendly and professional manner.
* Document patient details on admission in an accurate and timely manner.
* Be on the reception desk to answer verbal queries.
* Be accountable for own development and attend relevant training days/courses.
* Cover all other clerical requests as directed by management.
* Schedule appointments when needed, ensuring that patients are fully informed of the particulars and that all appropriate and relevant information has been given to the patient prior to their visit including confirmation of their appointment.
* Update daily the patient’s pathway activity for relevant sites.
* Distribute the Company survey to patients seen daily.
* Meet and greet patients in a friendly and courteous manner as they enter the clinic.
* Be responsible for the smooth running of reception on a daily basis.
* Provide administrative support whilst clinics are running.
* Efficiently manage the patient flow and appointment enquiries.
* Keep the reception area clean and tidy and maintain a welcoming atmosphere.
KEY SKILLS, KNOWLEDGE AND EXPERIENCE
* Previous customer facing, administrative or secretarial experience (preferably within a healthcare environment).
* Ability to organise own workload, prioritise and multitask effectively.
* Computer literate with good working knowledge of Microsoft Word and Outlook.
* Excellent oral, written and interpersonal skills.
* Able to communicate well and deal sensitively with patients and their families.
* Enjoy working as part of a team.
* Good time keeper and prepared to be flexible when needed.
Confidentiality / Data Protection
Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person those staff will be liable to dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information.
Information Governance
All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with Sussex Community Dermatology Service policy and procedures. All staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner.
Health and Safety
All post holders have a responsibility, under the Health and Safety at Work Act 1974 and subsequently published regulations, to ensure that the SCDS’s health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
This job description is intended to reflect, in outline, the responsibilities of the post holder, which may change over time with the needs of The Organisation. It will therefore be subject to periodic review.
Job Type: Full-time
Pay: £23,197.29 per year
Benefits:
* Company pension
* Employee discount
* Health & wellbeing programme
* Sick pay
Schedule:
* Monday to Friday
* Weekend availability
Language:
* English (preferred)
Work Location: In person
Application deadline: 10/02/2025
Reference ID: KM-jan25
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