Receptionist/Practice Administrator

Job description

Job responsibilities

Job Summary

The purpose of the role is to:

Offer 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

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:

Opening up/locking up of practice premises and maintaining security in accordance with practice protocols

Maintaining and monitoring the practice appointments system

Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional

Processing and distributing incoming (and outgoing) mail

Taking messages and passing on information

Filing and retrieving paperwork (scan and file)

Processing repeat prescriptions in accordance with practice guidelines

Processing referrals and use of the Choose & Book system

Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures (Workflow documents) (new registration) (patient recall)

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning

Provision of refreshments for staff and visitors as required; loading and keeping the kitchen area clean and tidy

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

Any other duties as identified to ensure the smooth running of the surgery.

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/fire prevention/infection prevention/safeguarding:

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; fire prevention; infection control policy and safeguarding policy. 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 e.g. PPE and hand washing, maintaining work areas in a tidy and safe way, free from hazards
• Actively reporting health and safety hazards and infection hazards immediately when recognised
• Actively reporting any fire risk hazards and following fire evacuation protocol.
• 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 training on the above topics(minimum annually)
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.

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 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 that 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, 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 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 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
• Perform any other duties within their job remit when requested.

Person Specification

Qualifications

Essential

• Good level of education

Desirable

• Desirable
• NVQ 2 customer services or equivalent.

Experience

Essential

• Essential
• Ability to run a busy telephone system.
• Working within a patient/customer environment that provides quality services.
• General clerical experience.
• Working with a computer.
• Excellent keyboard skills.
• Knowledge of general practice.

Desirable

• Knowledge of NHS services.
• Knowledge of general practice.
• Skills & Abilities
• Essential
• Effective communication skills.
• Ability to use initiative.
• Ability to work as effective part of a team.
• Sensitive to the needs of others.
• Courteous and helpful.
• Able to accept and respond to constructive criticism.
• Motivated towards personal Development.
• Punctual.
• Meticulous/thorough in processing.
• Flexible working to ensure business and service continuity.
• Logical/lateral thinker.
• Calm manner. Reliable. Honest. Trustworthy.
• Ability to work with minimal supervision.
• Self-motivation.
• Able to manage own workload.

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.

Employer details

Employer name

Bakersfield Medical Centre

Address

Bakersfield Medical Centre

141 Oakdale Road

Nottingham

NG3 7EJ

Employer's website

https://www.bakersfieldmedicalcentre.nhs.uk/ (Opens in a new tab)