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Receptionist / Administrator

3 months ago

Hartlepool, Hartlepool, United Kingdom Hartlepool & Stockton Health [H&SH] Full time

Main Responsibilities Provide a professional, courteous and efficient point of contact for McKenzie Group Practice / Gladstone House Surgery for patients seeking health information or healthcare assistance.

Answer general enquiries from patients/agencies/healthcare workers in a professional and efficient manner via all routes, e.g. face to face/telephone/online. Book a wide range of appointments for patients accessing services.


Deal with requests for prescriptions in conjunction with the Meds team ensuring requests for prescriptions are dealt with within two working days of ordering.

Grant access to online services in line with practice policy. Book home visits as per practice policy. Refer electronically to SPA via SystmOne.


Carry out the process of 'new patient registrations' and be familiar with relevant documentation required and carry out initial registration onto SystmOne.

Use TPP SystmOne clinical system and decision support software as required for all patient contacts registered/non-registered. Use clinical coding for recording on patient's electronic record as required. Summarise medical records.


Recognise through appropriate training and use of decision tool as required urgent and emergency patient conditions and direct patients to the appropriate clinician or emergency services.

Maintain an effective filing system of patients medical records where required. Maintain efficient filing systems of office and Medical Centre documentation.

Contribute to the smooth and efficient delivery of healthcare services by providing signposting, using information systems appropriate to patient need.

Input and retrieve data using computer systems, ensuring all information is recorded accurately.

Process all removals from the practice list, print off computer records and merge with original records folder and return to PCSE for patients leaving the practice list.

Scan documents into clinical and office computer systems. Document requests for medical reports / patient information.

Deal with amendments to patient details, including change of name, address, and telephone number.

Ensure computers / rooms / reception area are ready for use at the beginning of each day and all systems are securely closed down at the end of the working day.

Ensure ample supply of sample forms and bottles, ICE paper, etc., are kept in reception. Update collection folder, remove any old forms/letters and file in patient notes.


Advise patients of relevant charges for private services in accordance with the Non NHS Fees Policy, accept payments for these, and issue receipts for same.

Deal with an action any changes of address. Take part in medical centre meetings / trainings / 1:1s and development of the service. Undertake further training and development as identified at an individual's personal development review.

Undertake an annual performance appraisal and work to personal performance objectives. Maintain strong links through multi-agency working. Ensure patient information is reported back to patient's own practice in agreed timelines where relevant. Attend all statutory and mandatory training.

Take on any other duties consistent with the development of the role as required. Open internal post and sort it, as per practice protocol. Open and close the surgery each working day, ensuring consulting rooms are tidy and secure. Make tea / coffee for staff.


This is not intended to be an exhaustive list of duties and responsibilities of the post and the post holder may be requested to carry out any other duties appropriate to the post.

The post may change over time to meet business requirements and the job description may be changes after consultation with the post holder at any time.

Working Environment Carry out routing checks to ensure your workstation is clean and tidy at the start and end of your shift.

Ensure all equipment in your workstation is operational and up to date and report any issues to your line manager.


Ensure that confidential patient information is stored and handled according to protocol and report any concerns to your line manager.

Health and Safety Assist in promoting and maintaining your own and others' health, safety and security as defined in the Practice Health and Safety policy.

Ensure that any hazards in your working area are reported immediately to your line manager.

Confidentiality Ensure patient and practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols.


Performance / Professional Development Participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.

Participate in regular appraisal meetings. Participate in regular team meetings. Equality and Diversity To support the equality, diversity and rights of patients, carers and colleagues according to practice protocol.

Working with Patients Work in partnership with our patients to help t