Receptionist Administrator

NHS; Northolt; On-site; GBP 20,000 - 30,000

Job description

Broadmead Surgery is a busy, friendly and fully computerised (SystmOne) practice located within Grand Union Village Health Centre in Northolt. We currently have over 7300 registered patients.

We are looking for a new member of staff to join our friendly team for 25 hours per week in a permanent position. Shifts will be between 8am - 6.30pm Monday to Friday based on a set rota and sharing the rota for Saturdays 9am - 1pm.

Main duties of the job

To provide a welcoming and efficient reception service to all visitors and telephone enquiries, ensuring that the patient appointment systems function smoothly and efficiently. To provide administrative services including medical records maintenance, repeat prescribing and any other associated tasks.

1. Respond to incoming calls.
2. Record all messages accurately and forward promptly.
3. Maintain an efficient appointment system.
4. Invite patients for annual reviews.
5. Prompt actioning of incoming and outgoing correspondence (paper and electronic).
6. Actioning prescription requests, liaising with pharmacies.
7. Registering new patients.
8. Actioning clinicians paperwork throughout the day.
9. Assist with requests for patient information received from third parties via telephone, email and SystmOne ensuring patient confidentiality and data protection guidelines are adhered to at all times.
10. Scanning patient correspondence, actioning tasks.
11. Respond to general enquiries and explain Surgery procedures to enquirers.
12. Undertake any other administrative tasks as delegated by senior staff or the Practice Manager.

About us

Broadmead Surgery is a busy, friendly and fully computerised (SystmOne) practice located within Grand Union Village Health Centre in Northolt. We currently have over 7300 registered patients. We also see non-registered patients for community services such as anticoagulation, ECG etc.

Our team consists of a Lead GP Partner, Salaried GPs, Practice Nurses, Healthcare Assistants, Clinical Pharmacist, Clinical Assistant, Practice Secretary, Reception Team Leader, Senior Receptionist, Administrator and Receptionist Administrators.

Broadmead Surgery is one of six local GP Practices that are part of Northolt Primary Care Network (PCN). The PCN works collaboratively to provide enhanced care and services to our patients.

We are keen to support staff development and offer in-house and external training opportunities.

Job responsibilities

1. Receive, welcome and register patients who arrive for appointments.
2. Respond to incoming calls in a courteous and efficient manner.
3. Record all messages accurately at the time they are taken and forward promptly.
4. Maintain an efficient appointment system by offering new and follow up appointments according to the capacity of the Doctors and other clinical staff.
5. Record requests for home visits.
6. Invite patients for annual reviews in relation to QOF (Quality Outcome Framework).
7. Prompt actioning of incoming and outgoing correspondence (paper and electronic) passing to relevant staff member or duty doctor.
8. Actioning prescription requests, liaising with pharmacies to resolve any issues.
9. Registering new patients onto the clinical system ensuring that all documentation is confirmed as accurate. Arranging for patients New Patient Health check with the Nurse or Doctor.
10. Actioning clinicians paperwork throughout the day to include the emailing of urgent and non-urgent referrals/information.
11. Assist with requests for patient information received from third parties via telephone, email and SystmOne ensuring patient confidentiality and data protection guidelines are adhered to at all times.
12. Accurately scanning patient correspondence into patients medical records once seen by clinicians. Actioning any resulting task messages.
13. Help maintain a tidy and efficient medical records room pulling or filing patients medical records. Assist in tagging of new patients medical records ready for a senior member of staff to summarise.
14. Respond to general enquiries and explain Surgery procedures to enquirers.
15. Ensure that the reception area is organised and tidy at all times.
16. Undertake any other administrative tasks as delegated by senior staff or the Practice Manager.
17. Ensure that patients with a complaint about any matter pertaining to the practice are referred without delay to senior staff or the Practice Manager.
18. Maintain complete patient confidentiality at all times.
19. Be prepared to work shifts according to the practice opening hours and to offer extra cover for other receptionists by arrangements.
20. Participate in the Personal Development and Appraisal schemes. Attend training courses as required and complete mandatory online training annually.
21. Participate in any team meetings as required.
22. Ensure that safe working practices are adhered to and in accordance with Health, Safety and Security procedures. Follow the practice reporting process, to be responsible to report any health & safety issues, potential risks or serious incidents.

This list is not exhaustive.

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 may 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 holder's role.
• Undertaking periodic infection control training (minimum annually).
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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 recognises 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Training and development

The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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 recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise people's needs for alternative methods of communication and respond accordingly.

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.

Person Specification

Experience

• It is essential that the candidate provides calming and empathetic assistance to all patients.
• The successful candidate must be flexible in their hours based on the demands of the rota and to fit in with the needs of the surgery. All staff are required to cover annual leave and sick leave when necessary.
• Common sense and a commitment to a professional attitude, flexible, confident and respectful to team members.
• Being aware of your surroundings (team working) Ability to work under pressure.
• A good sense of humour whilst being diplomatic and willingness to learn.
• Proactive attitude towards work and learning with a can-do attitude. To be able to think outside of the box and enjoy working as part of a team.

Qualifications

• GCSE or O Level standard.
• Literacy.
• Numeracy.
• Customer Care Skills.
• Communication Skills.
• Qualification in Office Administration.
• CLAIT1.
• ECDL certificate.
• Knowledge of IT systems (Windows, Office).
• Knowledge of clinical system (SystmOne).
• Medical Terminology.

Personal Characteristics

• Common sense.
• Commitment.
• Professional attitude, empathic.
• Flexible.
• Confident.
• Respectful to team members.
• Self-awareness.
• Be aware of your surroundings (team working).
• Ability to work under pressure.
• Good sense of humour.
• Diplomatic.
• Willingness to learn.
• Be able to think outside the box.
• Enjoy working as part of a team.
• Identify own training needs.

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.