Job summary
At Leiston Surgery we pride ourselves on offering excellent, efficient and friendly service to all patients.
We currently have a full-time position for Reception/Administration
The ideal candidate will be passionate about great customer service and enjoy working as part of a team.
You would be working closely with our experienced teams in the reception, dispensary, administration and secretarial departments, and be the first point of contact for our patients.
We operate across two sites, Leiston and Yoxford Surgery, but the roles are mainly based at the Leiston Surgery site. We are a growing practice, currently providing services to over 9500 patients.
General Practice experience is preferable for the roles however training will be provided , the successful applicants will need to be competent in using a computer and enjoy working as part as a busy team.
Main duties of the job
Job requirements will vary by position, but overall
main duties can include:
Answering the telephones, contacting patients passing on messages from the clinical team
Booking GP, AHP, Practice Nurse and Health Care
Assistant appointments
Filing and retrieving patient medical records
Informing patients when test results have been
confirmed
Taking repeat prescription
requests at the Dispensary hatch
Sorting and filing
prescriptions ready for collection
Handing out
prescriptions and collecting charges when appropriate
Processing repeat prescription requests
Administrative tasks including registering new
patients, photocopying, shredding and completing forms
Using the in house clinical system, SystmOne, to
deal with the full range of patient queries
About us
We
are a semi rural practice on the Suffolk coast providing primary medical care to
approximately 9500 patients. We are a dispensing practice covering 144 sq.
miles, with the nearest hospital being 25 miles away in Ipswich. We also have a
branch Surgery located in the village of Yoxford
The
Care Quality Commission (CQC) has rated the surgery as Good across all
domains during their recent inspection.
The
Surgery has seven Doctors, two Practice Nurses, four Health Care Assistants, a Nurse Practitioner & two Physicians Associates. There
are also many admin staff including secretaries, dispensers, administrators and
receptionists as well as a practice manager.
We have our own Dispensary and we can dispense
to patients who live more than a mile from a Chemist. We try to prescribe as much as possible
generically and have made efforts to reduce prescribing costs.
The full-time hours may include starting at 7:45am and finishing at 6:30pm, flexibility is vital.
Job description
Job responsibilities
Job Title: Receptionist/Administrator
Organisation: The
Leiston Surgery
Reports
to: Reception Manager/Dispensary Lead/Practice
Manager
Location:
The Leiston Surgery/Yoxford Surgery
Training will
be provided to ensure competence in all of the Duties and Responsibilities
detailed below.
Job Summary:
The
successful candidate will be joining our team of Multi Skilled
Administrators, working across multiple departments within the surgery.
In
the Reception/Administration aspect of the role the successful candidate will receive,
assist and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way
The
successful candidate will provide 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.
Duties and Responsibilities:
Administration
- To
have a thorough knowledge of all Practice procedures.
- To
work in accordance of written protocols
- Filing
post in medical records
- Fax
and photocopy as requested
- Ensure
courier takes all documentation and samples at the appropriate time
- Open
and distribute incoming mail
Reception
- Ensure
an effective and efficient reception service is provided to patients any
other visitors to the practice.
- Deal
with all general enquiries explain procedures and make new and follow-up
appointments.
- Using
your own judgement and communication skills ensure that patients with no
prior appointment but who need urgent consultation are seen in a logical
and non-disruptive manner.
- Explain
practice arrangements and formal requirements to new patients and those
seeking temporary cover and ensure procedures are completed
- Handing
completed repeat prescriptions to patient and checking names and address.
- Be
able to cover all reception position as necessary.
- Prepare
lists and notes for all surgeries and clinics held, ensuring completion of
all associated paperwork.
Appointments
- Process
appointment requests for today future appointments from patients by
telephone and in person.
- Enter
requests for home visits into the visit book, ensuring careful recording
of all relevant details and where necessary refer to On call Doctor
Computer
- Registrations
of new patients computer data entry and medical records.
- Process
patients change of address computer data and medical records (have
knowledge of Practice area.
Telephone
- Receive
and make telephone calls as required. Divert calls and take messages,
ensuring accuracy of detail and prompt appropriate delivery.
- Have
working knowledge of telephone during and after hours
Other Tasks
- Open
up premises at the start of the day when first to arrive, de-activate
alarm and make all the necessary preparations to receive patients
- Opening
up of dispensary and main entrance to downstairs.
- Ensure
all Health & Safety checks are undertaken within the desired
timescales as indicated in the Practices Health & Safety Policy
- Closing
down of the Dispensary at the end of the day.
- When
last to leave at the end of the day, ensure that the building is totally
secured, internal lights are off, all electrical equipment has been turned
off and the alarm activated
General Information
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 implement and lead on a full range of promotion and management their own
and others health and safety and infection control 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
(but will not be limited to):
- 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
- 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
- Attendance
at the quarterly Protected Time Meetings
- Attendance
at all Mandatory and Statutory training requirements as indicated by the
Practice Manager
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 whilst embracing the practices ethos of recording of
any errors or near misses and learning by mistakes without blame
- 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 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
peoples needs for alternative methods of communication and respond
accordingly
Contribution to the Implementation of
Services:
The
post-holder will:
- Apply
all Practice policies, standards and guidance
- Discuss
with other members of the team how the policies, standards and guidelines
will affect own work
- Participate
in audits where appropriate
This
Job Description is neither exhaustive nor exclusive and will be reviewed
annually in conjunction with the post-holder at the annual appraisal. The
post-holder is also required to carry out any duties that may reasonably be
requested by The Practice Manager.
Job description
Job responsibilities
Job Title: Receptionist/Administrator
Organisation: The
Leiston Surgery
Reports
to: Reception Manager/Dispensary Lead/Practice
Manager
Location:
The Leiston Surgery/Yoxford Surgery
Training will
be provided to ensure competence in all of the Duties and Responsibilities
detailed below.
Job Summary:
The
successful candidate will be joining our team of Multi Skilled
Administrators, working across multiple departments within the surgery.
In
the Reception/Administration aspect of the role the successful candidate will receive,
assist and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way
The
successful candidate will provide 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.
Duties and Responsibilities:
Administration
- To
have a thorough knowledge of all Practice procedures.
- To
work in accordance of written protocols
- Filing
post in medical records
- Fax
and photocopy as requested
- Ensure
courier takes all documentation and samples at the appropriate time
- Open
and distribute incoming mail
Reception
- Ensure
an effective and efficient reception service is provided to patients any
other visitors to the practice.
- Deal
with all general enquiries explain procedures and make new and follow-up
appointments.
- Using
your own judgement and communication skills ensure that patients with no
prior appointment but who need urgent consultation are seen in a logical
and non-disruptive manner.
- Explain
practice arrangements and formal requirements to new patients and those
seeking temporary cover and ensure procedures are completed
- Handing
completed repeat prescriptions to patient and checking names and address.
- Be
able to cover all reception position as necessary.
- Prepare
lists and notes for all surgeries and clinics held, ensuring completion of
all associated paperwork.
Appointments
- Process
appointment requests for today future appointments from patients by
telephone and in person.
- Enter
requests for home visits into the visit book, ensuring careful recording
of all relevant details and where necessary refer to On call Doctor
Computer
- Registrations
of new patients computer data entry and medical records.
- Process
patients change of address computer data and medical records (have
knowledge of Practice area.
Telephone
- Receive
and make telephone calls as required. Divert calls and take messages,
ensuring accuracy of detail and prompt appropriate delivery.
- Have
working knowledge of telephone during and after hours
Other Tasks
- Open
up premises at the start of the day when first to arrive, de-activate
alarm and make all the necessary preparations to receive patients
- Opening
up of dispensary and main entrance to downstairs.
- Ensure
all Health & Safety checks are undertaken within the desired
timescales as indicated in the Practices Health & Safety Policy
- Closing
down of the Dispensary at the end of the day.
- When
last to leave at the end of the day, ensure that the building is totally
secured, internal lights are off, all electrical equipment has been turned
off and the alarm activated
General Information
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 implement and lead on a full range of promotion and management their own
and others health and safety and infection control 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
(but will not be limited to):
- 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
- 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
- Attendance
at the quarterly Protected Time Meetings
- Attendance
at all Mandatory and Statutory training requirements as indicated by the
Practice Manager
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 whilst embracing the practices ethos of recording of
any errors or near misses and learning by mistakes without blame
- 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 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
peoples needs for alternative methods of communication and respond
accordingly
Contribution to the Implementation of
Services:
The
post-holder will:
- Apply
all Practice policies, standards and guidance
- Discuss
with other members of the team how the policies, standards and guidelines
will affect own work
- Participate
in audits where appropriate
This
Job Description is neither exhaustive nor exclusive and will be reviewed
annually in conjunction with the post-holder at the annual appraisal. The
post-holder is also required to carry out any duties that may reasonably be
requested by The Practice Manager.
Person Specification
Qualifications
Essential
- GCSEs in English and Mathematics or equivalent
Desirable
- Experience in working with/in Primary Care.
- Excellent communication skills including professional telephone manner
- Strong IT skills including use of email and MS packages
Person Specification
Qualifications
Essential
- GCSEs in English and Mathematics or equivalent
Desirable
- Experience in working with/in Primary Care.
- Excellent communication skills including professional telephone manner
- Strong IT skills including use of email and MS packages
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.
