Job summary
We are looking for an enthusiastic, customer focused administrator to join our busy reception team. Experience of working within a primary care or health service environment is preferable.
Main duties of the job
Being the first point of contact for the Practice you will be expected be professional and courteous at all times.
The role of the receptionist/administrator is more involved than people imagine but includes helping our Practice population via phone, email, text and in person and provide administrative support to clinical colleagues.
In a nutshell, you will be handling appointments, generating prescriptions, dealing with enquiries in person, by text, email and e-consult, registering patients, scanning, using the clinical database and other software as required, attending training and staff meetings and other duties as outlined in the job description.
About us
We are a large Practice based in Sunderland North, with a list size of 15,000 patients. We are members of Sunderland North Primary Care Network and the North East and North Cumbria Deep End Network.
As a training practice we host GP trainees on rotation, we also host medical students, student nurses, student pharmacists and have supported staff wishing to progress, some examples are non-medical prescribers, nurse associates, GP assistant, practice nurse and apprenticeships.
Job description
Job responsibilities
Duties and Responsibilities:
- Deal with enquiries by telephone
- Manage the appointment book
- Take messages accurately and pass on in a timely manner
- Organise home visit requests
- Deal with general enquiries and verbal complaints; escalating complaints where appropriate to your Supervisor/Business Manager
- To forward any queries relating to prescriptions to the Pharmacist
- Register new patients and temporary residents on clinical system
- Greet and direct patients and visitors
- Organise translators
- Respond to the needs of GPs, Nurses and Pharmacists to enable efficient clinics
- Input and extract information from the Practice computer system
- Update the clinical system with information
- Deal appropriately with Subject Access Request process
- Action change of address notification
- Any other scanning, record keeping and distribution of documents as appropriate
- Process e-consults and emails from the Practice generic email account according to practice policy and process
- Effectively liaise with Practice, Primary Care Organisations, patients and other external organisations to assist promptly with the resolution and administration of queries
- Fully utilise EMIS Web and other IT systems
- Monitor and check tasks and work flows
- Communicate effectively with the reception team to ensure policies and procedures are kept up to date
- Resolve job related issues, including patient documentation and help resolve minor problems
- Photocopying as required
- Attend meetings when required e.g. staff meetings
- To work safely at all times in accordance with legislation and Practice policies and procedures
- Be flexible both in the availability and being able to cover for colleagues absent from work due to annual leave or sickness
- To work as part of the Practice team and complete necessary staff training as and when required
- Any other reasonable duties requested by the Business Manager or GP Partners
- This list is not exhaustive
Job description
Job responsibilities
Duties and Responsibilities:
- Deal with enquiries by telephone
- Manage the appointment book
- Take messages accurately and pass on in a timely manner
- Organise home visit requests
- Deal with general enquiries and verbal complaints; escalating complaints where appropriate to your Supervisor/Business Manager
- To forward any queries relating to prescriptions to the Pharmacist
- Register new patients and temporary residents on clinical system
- Greet and direct patients and visitors
- Organise translators
- Respond to the needs of GPs, Nurses and Pharmacists to enable efficient clinics
- Input and extract information from the Practice computer system
- Update the clinical system with information
- Deal appropriately with Subject Access Request process
- Action change of address notification
- Any other scanning, record keeping and distribution of documents as appropriate
- Process e-consults and emails from the Practice generic email account according to practice policy and process
- Effectively liaise with Practice, Primary Care Organisations, patients and other external organisations to assist promptly with the resolution and administration of queries
- Fully utilise EMIS Web and other IT systems
- Monitor and check tasks and work flows
- Communicate effectively with the reception team to ensure policies and procedures are kept up to date
- Resolve job related issues, including patient documentation and help resolve minor problems
- Photocopying as required
- Attend meetings when required e.g. staff meetings
- To work safely at all times in accordance with legislation and Practice policies and procedures
- Be flexible both in the availability and being able to cover for colleagues absent from work due to annual leave or sickness
- To work as part of the Practice team and complete necessary staff training as and when required
- Any other reasonable duties requested by the Business Manager or GP Partners
- This list is not exhaustive
Person Specification
Skills
Essential
- Excellent communication skills - written and verbal
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of MS Office and Outlook
- Good time management
- Ability to work as part of a team
- Ability to follow policy and procedure
Desirable
- Knowledge of EMIS Web would be advantageous
Other attributes
Essential
- Flexible approach to work with the ability to help cover colleagues during periods of absence
- Satisfactory DBS check
Qualifications
Desirable
- Educated to GCSE level or equivalent
- GCSE in Maths and English (C or above)
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in primary care or health service setting
- Previous administrative experience desirable
Person Specification
Skills
Essential
- Excellent communication skills - written and verbal
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of MS Office and Outlook
- Good time management
- Ability to work as part of a team
- Ability to follow policy and procedure
Desirable
- Knowledge of EMIS Web would be advantageous
Other attributes
Essential
- Flexible approach to work with the ability to help cover colleagues during periods of absence
- Satisfactory DBS check
Qualifications
Desirable
- Educated to GCSE level or equivalent
- GCSE in Maths and English (C or above)
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in primary care or health service setting
- Previous administrative experience desirable
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.
