Administrator- Reception Team

Job responsibilities

To meet and greet patients over the telephone or in person.

Be an effective communicator with patients, members of the community primary care team, secondary care and other associated healthcare agencies.

Liaise with district nurses, midwives and other professionals within the community teams, on behalf of patients

Maximise and support the efficiency of the reception service provided to patients and any other visitors to the Practice

Play an active role in the co-ordination, and supporting patient surveys

Offer solutions and actively listen to patients to resolve issues.

Deal with complex and sensitive issues with compassion and care, adhering to any applicable Data Protection legislation.

Receive specimens for laboratory analysis from patients and advise patients of their test results on request

Arrange patient transport as directed

Be a customer service champion, supporting patients

Operations

Take telephone requests for appointments, visits and telephone consultations

Assist and direct patients in accessing a healthcare professional using sign posting to the most appropriate appointments using in-house triage guidance.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record.

Monitor flow of patients into consulting and treatment rooms

Maintain and monitor the practice appointments system, adding clinics and amending slots as directed

Collate patient data as directed

Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.

Prescriptions

Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request

Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists

Identifying and suggesting ways of how to improve the repeat prescription

process.

Pathology; Follow up patients with abnormal test results, as instructed by the GP.

Patient Registrations

Adhere to Practice arrangements and formal requirements to register new patients and those seeking temporary cover and ensure procedures are completed.

Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

Support with deductions and ensure that patient records are collected in a timely manner

Online Services

Support patients in accessing online services for prescription requests and accessing medical records

Facilities

Keeping the reception area, notice-boards and leaflet dispensers tidy and free

from obstructions and clutter.

Keep the reception well-stocked with stationery and other supplies

Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff

Transfer telephones to and from the out of hours service as necessary

Maintain a thorough knowledge of all Practice procedures and work in

accordance of written protocols

Open and Close down procedures - ensure building security- have a thorough knowledge of doors/ windows/ alarm.

Other Tasks

Undertake a variety of tasks to assist in the smooth running of the practice, contacting patients as requested by managers and clinical staff when required. Responding to alerts.

To maintain a thorough knowledge of all Practice procedures and work in

accordance of written protocols

Contribute to the development and improvement of services to patients

To assist your colleagues in learning new procedures and offering support across the team when required.

To act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Practice Support Manager with induction and training.

Open, distribute and dispatch incoming mail to the relevant recipient

Accept and action messages for Clinicians using EMIS web task system as appropriate.

Advise patients of appropriate charges for private services, accept payment and issue receipts.

Confidentiality

• The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and the business.

The postholder will have access to confidential information relating to patients and their carers, practice staff, other healthcare workers and the business of the practice.

Any breach of confidentiality will be regarded as gross misconduct according to the Staff Handbook.

Essential Skills

Essential

• Effective communication and interpersonal skills (Tasks and Oral)
• Good level of computer literacy
• Clear, polite telephone manner
• Strong Customer service skills
• Ability to deal with sensitive issues often within hostile or emotional situations
• Time Management and the ability to work to deadlines
• Ability to use own initiative and work under minimum supervision
• Confidence and ability to follow practice protocol in an emergency situation
• Able to work well as part of a team
• Flexible approach to work
• Evidence of problem solving and improving processes
• Sensitive to the needs of service users, their families and carers
• Recognise own development needs and identify how these may be met
• Confidence in ability to understand practice policy and protocols.

Desirable

• Demonstrable experience of using Emis; ability to maintain the appointments system and make changes when appropriate.

Qualifications

Essential

• Good standard of general education
• Or experience in similar role will be considered

Desirable

• NVQII in Customer Care

Experience

Essential

• Experience of working with the general public
• Good Keyboard skills
• Experience of working in a busy environment
• Understanding of different patients and carer groups and needs
• Awareness of the importance of safeguarding and procedures
• Be aware of confidentiality and data protection when handling sensitive information.
• Developing productive and effective relationships with all members of the healthcare team

Desirable

• Experience of working in receptionist role within a General Practice environment
• Patient/customer service related training/ previous role
• Up-to date knowledge of services and health resources in the local area
• Knowledge of the Data Protection Act and how this is applied in practice