Receptionist / Administrator

Job summary

The Albany Practice is a GP Practice inside the Brentford Health Centre. We currently have over 7000 patients. We open Monday - Friday 08:00 - 18:30 and Saturdays 09:30 - 12:30.

We are looking to hire a receptionist / administrator to join our team Monday - Friday but on a part time basis. Specific hours can be discussed but this will be over 5 days.

Main duties of the job

To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff. To deal efficiently with patient-related administration and data entry requirements.

This particular role will be a mixture of receptionist and administrator duties.

Each administrator will be responsible for undertaking specific additional delegated tasks as mutually agreed, or as requested by the Practice Manager or GPs.

Main duties will include, but not limited to; answering the phones, dealing with patients at the desk, arranging appointments, assisting patients and other staff with all queries, processing prescription requests, monitoring and dealing with the email accounts, assisting with the workflow and processing documents, processing patient registrations, processing patient referrals, working on the practice task list, assisting with QOF, opening and closing of the practice etc

Full detailed person specification and job description will be provided for a more detailed outlook on the workload needing to be undertaken.

About us

Information regarding our practice can be found at our website:

Albany Practice - Brentford Health Centre, Boston Manor Road, Brentford, TW8 8DS

Job description

Job responsibilities

General duties and Reception Duties:

1.Ensure an effective, efficient andresponsive reception service is provided to patients and all other visitors tothe practice, including monitoring flow of patients into consulting andtreatment rooms.

2.Deal with general enquiries, both over thetelephone and in person, in a courteous manner and explain procedures wherenecessary. Take and disseminate messages when required.

3.To deal with difficult patients, inreception and on the phone, in a calm manner and seek management support as andwhen required.

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

5.Explain practice arrangements andformal requirements to new patients and those seeking temporary cover. Ensurenecessary procedures are completed.

6.Produce repeat prescriptionsaccording to practice procedures and ensure timely distribution of completedprescriptions.

7.Advice patients of relevant chargesfor private services, accept payment and issue receipts for the same.

8.Ensure reception and waiting areasare kept neat and tidy.

9.Receive and accurately recordrequests for home visits, assessing urgency in accordance with the Practiceprotocol.

10. Re-stockpractice rooms and re-order as appropriate.

11. Participatein proactive forward planning identifying and implanting improvements withinand beyond key result areas.

12. Todeal with complaints from the patients and other visitors and deal with them inline with the practice policy and procedures.

13. Assistwith the production of general letters and reports, medical insurance reports,letters and referrals for professional staff as and when required.

Management of Appointment Systemsand medical records

1.Ensure total familiarity withappointment systems through training and self-assessment on System One.

2.To signpost patients to the mostappropriate healthcare professional ANT, HCA, Nurse and/or GPS.

3.Book appointments ensuring sufficientinformation is recorded to retrieve medical

and computer record and to identify thepurpose of the appointment.

4.To support other healthcareprofessionals with patient recall, as and when required.

5.Monitor effectiveness of the systemand report any problems.

6.Retrieve and re-file records asrequired ensuring that strict alphabetical order is followed.

7.To scan hospital letters and otherpatient-related documents into patients computer records, as and whenrequired.

Start and End of Day Procedures

1.Open up premises at the start of dayand make all necessary preparation to receive patients.

2.Secure premises at end of day;ensure the building is totally secured for the Albany Practice area.

Other

1.Manage the conflicting prioritiesand prioritise work through discussion with the line manager.

2.The post-holders work assignment isdetermined by the requirements of the Practice, GP Partners, Admin Manager, andthe patients needs and will take instructions on a day-to-day basis, from theline manager.

3.To participate in all activities toachieve KPI and QOF targets.

4.Each receptionist will beresponsible for undertaking specific additional delegated tasks as mutuallyagreed, or as requested by the line manager or GPS.

5.To provide holiday and sicknesscover for colleagues when required.

Equality and Diversity

The post holder willsupport the equality, diversity and rights of patients, carers and colleagues,to include:

1. Acting in a way that recognises theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.

2. Respecting the privacy, dignity, needsand beliefs of patients, carers and colleagues.

3. Behave in a manner which is welcoming toand of the individual, is non-judgmental and respects their circumstances,feelings priorities and rights.

Confidentiality

1.Inthe course of seeking treatment, patients furnish the Practice with sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.

2.Inthe performance of the duties outlined in this Job Description, theAdministration Manager will have access to confidential information relating topatients and their Carers, Practice staff and other healthcare workers. The Administration Manager will also haveaccess to information relating to the Practice as a business organisation. All such information from any source is to beregarded as strictly confidential.

3.Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the Practice may only be divulged to authorised persons inaccordance with the Practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.

Health, Safety,Environment and Fire (SHEF)

The postholder will assist in promoting and maintaining their own and others health,safety & security and wellbeing at work to ensure compliance with H&Srequirements. All personnel are to comply with H&S at Work Act 1974,Environmental Protection Act 1990 & 1995, Fire Precautions Regulations 1999and other statutory legislation.

Person Specification

Experience

Essential

Ideally we would like to hire someone who has experience working within primary care as a GP Practice administrator / receptionist or working within the NHS at an administrator / receptionist level. It is essential that you have experience of the above as well as working on the practice clinical system - SystmOne

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