Receptionist/Administrator

Job description

Job responsibilities

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. To be responsible for the accurate and timely processing of prescription requests for the entitled population, liaising effectively with all relevant personnel. Duties can include but are not limited to, the processing of repeat prescriptions in electronic and hard copy format, including online requests. In addition, the post-holder will be required to support the multidisciplinary team, ensuring the strategic objectives of the practice are met.

Primary Responsibilities:

The following are the core responsibilities of the Reception Administrator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Maintaining and monitoring the practice appointment system

Process personal, telephone and e-requests for appointments

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

Signpost patients to the correct service

Initiating contact with and responding to, requests from patients, team members and external agencies

Read code data on SystmOne

Photocopy documentation as required

Data entry of new and temporary registrations and relevant patient information as required

Input data into the patients healthcare records as necessary

Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team

Manage all queries as necessary in an efficient manner

Carry out system searches as requested

Maintain a clean, tidy, effective working area at all times

Monitor and maintain the reception area and notice boards

Support all clinical staff with general tasks as requested

Process repeat prescription requests received by email, slips and the online access system, in accordance with practice protocol

Produce prescriptions for the GP to sign in an acceptable timeframe

Ensure all prescription requests are processed and are ready for collection within a 48-hour timeframe

Generate requests for medication on behalf of the patient for non-repeat items

Actively encourage patients to reconcile medications to facilitate monthly collections

Discuss with patients their requirements, encouraging patients to order only what they require

Act upon compliance issues, liaising with the appropriate clinician

Effectively liaise with external services i.e. district nurses to ensure medicaments are arranged for housebound patients

Deal with all prescription related enquiries in a timely manner

Record and reported adverse effects accurately and appropriately, informing the practice manager immediately

Secondary Responsibilities

Actively encourage patients to reconcile medications to facilitate monthly collections

Discuss with patients their requirements, encouraging patients to order only what they require

Act upon compliance issues, liaising with the appropriate clinician

Effectively liaise with external services i.e. district nurses to ensure medicaments are arranged for housebound patients

Deal with all prescription related enquiries in a timely manner

Record and reported adverse effects accurately and appropriately, informing the practice manager immediately

Person Specification

Qualifications

Essential

• Whilst no minimum grades are required to fulfil the role, we do expect the candidate to have an excellent standard of spoken and written English.

Desirable

• Good communication skills - both in person and over the telephone. To be able to communicate well in writing as well as verbally possessing tact and diplomacy
• Self-motivated with a high degree of personal integrity
• An organised approach to work.
• Reliable.
• Ability to work on own initiative.
• Ability to maintain strict confidentiality.
• Able to work under pressure.
• Calm and patient manner. Ability to work to deadlines and under pressure.
• Ability to multitask and prioritise own workload. Time management skills.
• Knowledge of clinical databases including SystmOne.
• Ability to use Microsoft Office programs (Word & Excel).
• Ability to file accurately.
• Education to GCSE level.
• Administrative qualification would be advantageous.
• Previous reception or call centre experience is preferred.
• Experience working in an environment with direct contact with the public.
• Experience in a GP Practice or Health Care Organisation.

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

Old Catton Medical Practice

Address

55 Lodge Lane

Old Catton

Norwich

Norfolk

NR6 7HQ

Employer's website

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