Receptionist/Administrator

NHS; Derby; On-site; GBP 20,000 - 30,000; Full time

Job description

We have 3 exciting opportunities to join our dedicated team of Receptionists / Administrators.

Roles

1. Role 1: Friday 08:00 - 12:00 and 14:00 - 18:30 (Gotham)
2. Role 2: Wednesday 08:00 - 14:00 (Gotham)
3. Role 3: Thursday 08:00 - 14:00 (Gotham)

The role is busy, varied, rewarding and challenging, so we are looking for a keen and enthusiastic individual who has a flexible, pro-active approach with the ability to multi-task.

The ideal candidate will have strong communication and people skills and be a team player. You will have the ability to remain calm under pressure and be able to deal with difficult situations with empathy, efficiency, and professionalism.

The successful candidate will be required to work flexibly between 7.30 am to 7.00 pm Monday to Friday, across both our Kegworth and Gotham sites. Providing cover during busy periods and sickness is essential in this role.

Main duties of the job

Key tasks include greeting patients and answering the telephone in a polite, professional, confident manner. You will signpost patients to the most appropriate pathway for their health concern, deal with face-to-face and telephone enquiries from patients, process prescription requests, and deal with various administrative tasks. No two days are the same, and we have the opportunity to make a difference to the patients in our care.

About us

Orchard Surgery is a friendly and successful village GP surgery situated in Kegworth, on the borders of Leicestershire, Derbyshire, and Nottinghamshire. We also have a branch site in Gotham.

We have a team of 5 GP Partners, 4 salaried GPs, 3 Practice Nurses, and a Management and Administration Team who provide support to them all.

We are a member practice of Partners Health, which is the GP Federation for Rushcliffe and the employer for all additional roles within the Rushcliffe PCN.

As a practice, we are passionate about patient care and enthusiastic about being a training practice, hosting Trainee GPs and Medical and Nursing students.

Job responsibilities

Job Title: Receptionist / Administrator

Responsible to: Operations Manager

Job Purpose: To ensure that the Reception and Administration functioning of the Practice runs smoothly, providing a high level of service to patients, doctors, nurses, and other members of the Practice team.

Duties and Responsibilities

Telephone Duties

• Making appointments
• Taking, and passing on, messages
• Confirming No Action Required results and making appointments to discuss results
• Signpost callers to the appropriate healthcare professional
• Home visit requests
• Deal with general enquiries and first level complaints
• Contacting patients, other team members, and associated healthcare agencies and providers

Reception Duties

• Greet and direct patients and visitors
• Register new patients and temporary residents
• Making appointments
• Handing out prescriptions
• Ensure outstanding queries are explained and handed over to colleagues as necessary
• Respond to requests of doctors and nurses during surgery
• Collect payments from patients for non-NHS services
• Deal with general enquiries and complaints
• Keep Reception & Waiting Room area tidy and presentable

Filing

• Filing and retrieving paperwork as requested (e.g. Lloyd George envelopes)

Prescriptions

• Dealing with requests and queries relating to repeat prescriptions
• Raising prescriptions as per Practice protocols

General

• Assist the Practice Management Team with management tasks and the general administration of the practice
• Input and extract information from Practice computer system
• Deal with SystmConnect on a daily basis actioning and assigning tasks as appropriate
• Register New patients onto the system on a daily basis
• Scan incoming correspondence and documents to patient records on a daily basis
• Ensure all requests for photocopying are carried out daily
• Shred confidential information on a daily basis
• Print summaries and attached documentation from patient notes for inclusion in Lloyd George envelopes and onward transmission to health authority when patients leave the Practice
• Summarise medical records
• Tidy all Lloyd George envelopes received into the Practice ensuring all papers are in date order and neatly filed
• Have an overview of admin tasks (e.g. cytology admin, recalls)
• Opening up / locking up of practice premises and maintaining security in accordance with practice protocols
• Observe health and safety guidelines at all times
• Observe Confidentiality policy and guidelines at all times
• Any other reasonable duties as necessary

GP Assistance

• Submit referrals to the appropriate organisations on the instruction of the GPs
• Deal with queries from patients and providers relating to submitted referrals
• Receive and coordinate requests for medical records, insurance reports, and medicals
• Check Administration email account and deal with queries as required

Person Specification

Qualifications

• Good standard of general education
• GCSE Mathematics C or above
• GCSE English C or above
• Qualification in Customer Care

Behaviours

• Smart, polite, and confident
• Remaining calm under pressure
• Using initiative
• Punctuality
• Flexibility
• Confidentiality
• Planning and organising

Skills

• Excellent communication skills (Written and Oral)
• Clear, polite telephone manner
• Time Management and the ability to work to deadlines
• Interpersonal skills

Experience

• Experience of working with the general public
• Practical experience of working with others
• Experience of using own initiative
• Experience of reception work
• Practical experience of computerised recording systems
• Experience of working within General Practice

Knowledge

• A detailed understanding of a General Practice office environment
• Knowledge of SystmOne

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.