Inclusion Healthcare CIC

Practice Administrator/ Receptionist

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Job summary

***Please check the attached job description for more details about hours& pay***

The purpose of this multi-skilled role is to undertake a wide range of administration duties as well as face to face and telephone interactions with patients and visitors of Inclusion, in our busy administration office and reception areas. o Provide a high quality and effective reception and administrative support service which promote good customer service and effective working relationships. o Receive, assist and direct patients in accessing services in a courteous, efficient and effective way. o Offer general assistance to the wider team and project a positive and friendly image to patients and other visitors, either in person or via the telephone o Undertake a variety of administrative duties to assist in the smooth running of the practice. o All Administrators at Inclusion are expected to be able to cover the roles and responsibilities of a receptionist / administration staff at the surgery at any time when required to do so as part of our rota and the job description.

Main duties of the job

Answering the telephone quickly and professionally

Booking appointments

Dealing with Patient queries

Ordering prescriptions

Dealing with external agencies.

Scanning letters and filing them onto SystmOne

Registering patients on SystmOne

Using templates to enter data on SystmOne

Using tasks to relay information to the team

About us

Following the early work of Dr Hewitt who pioneered primary care for Leicesters homeless population, Inclusion Healthcare was formed as a Community Interest Company in 2010. As a social enterprise it seeks to recognise the importance of being able to invest in its stakeholders and service users and to be responsive to their needs.

Having been initially established to provide primary care services to the homeless in Leicester, Inclusion Healthcare has responded to need locally and is delighted to be the provider of several other services in the city. These include providing the lifestyle recovery hub at No 5, primary care services for the citys asylum seekers, and providing GP services to HMP Leicester.

Vision:

To improve the health and wellbeing of homeless and other marginalised groups of people by the delivery of responsive and high quality healthcare services.

To be a national leader in the delivery of responsive, high quality healthcare with a demonstrable record of improving the health and wellbeing of the marginalised groups we serve.

Values:

As an organisation we aspire to be and to have the following values embedded within our culture;

Equality & Fairness
Collaboration & Community
Excellence & Curiosity
Honesty & Integrity
Kindness & Humanity

Date posted

15 June 2023

Pay scheme

Other

Salary

£21,563 a year

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

B0148-23-0000

Job locations

Charles Berry House

45 East Bond Street

Leicester

Leicestershire

LE1 4SX

Job description

Job responsibilities

MANAGEMENT OF APPOINTMENT SYSTEM:

o Ensure total familiarity with all appointment systems including regular and incidental variations including choose and book appointment system

o Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record Monitor effectiveness of the system and report any problems or variations to Reception/Administration Manager

ADMINISTRATIVE SUPPORT: Administrative support to members of the primary care health team and patients in any of the following areas ensuring appropriate practice records are kept up to date:

o To make appointments, bookings and admissions as required.

o To establish and maintain filing and administrative systems so that written or computer information is easily accessible and secure.

o File patient records and correspondence in patient medical records.

o Tasks - Completing own tasks on workflow list.

o Templates & documents - Importing new & amending existing ones & deleting outdated ones

o To assist with the gathering of statistics and information when required.

o Process incoming and outgoing mail for the building and ensure distribution to the relevant departments.

o General administration duties such as photocopying and filing

o E-Referrals. Setting up all the various types of patient referrals including community, hospital and 2 week wait referrals. Actioning any e-Referral queries

o Register new patients at the practice

o Arrange patient transport/ambulance where necessary

o Maintain and keep up to date all safe guarding patient records and keep medical records updated of all correspondence

o Invite patients who are not up to date with their immunisations for screening

o Processing scanned workflow, and scanning documentation on to patient records.

o Be able to learn and take on any additional administrative role when asked to do so and as part of your career progression.

o Ensure records are kept neat and tidy and in good general repair.

o Ensure any changes in patient details i.e. address telephone numbers etc. are altered on the patients medical record when required.

o Ensure all patient contacts are documented in the patients computerised medical record.

o As an Administrator at Inclusion you will be expected to take administrative responsibility of patient care.

o Maintain effective and efficient office systems,including filing, post, and accessing electronic diaries etc.

o Photocopying and word processing documents, letters, emails, when required.

o Operate and maintain a room booking system for use of clinic rooms.

COMMUNICATION AND RELATIONSHIPS

o At all times provide a professional, calm, friendly, effective and efficient reception service to service users, relatives and visitors where tact or persuasion skills are required.

o Deal with all general enquiries relating to the building and explain procedures when necessary.

o Liaise on a day-to-day basis with all other relevant colleagues, to ensure positive experience is maintained to a high standard.

o Develop effective relationships and working arrangements with other professional colleagues and agencies, to ensure the smooth delivery of care for patients.

o Vary the style and level of communication with individuals in order to meet the differing levels of understanding. Use interpreter systems such as Language Line o Ensure clear lines of communication and work collaboratively with all relevant health care professionals and agencies.

o Ensure that all callers/users of the service are dealt with in a polite and professional manner, showing sensitivity as appropriate.

o Communicate with service users sensitive information in a way that takes into account their level of understanding and any barriers that may have an impact on the individual receiving and understanding of the information, which may be communicated face to face or over the telephone on a frequent basis.

o Answer telephone calls, transfer calls as required or take routine messages and direct to appropriate staff.

PLANNING AND ORGANISATION

o Organise own day to day work tasks or activities/plan and organise straightforward activities, some ongoing. o Maintain effective and efficient office systems, including filing, post, and accessing electronic diaries etc.

o Promote the image of the practice, checking that notices and leaflets are up to date and well presented.

o Prepare and maintain the reception and waiting areas and ensure public areas are clean and tidy.

o When the premises officer is on leave required to perform opening and closing procedures to the reception area.