Receptionist / Administrator

Job summary

We are currently advertising for a receptionist / administrator to join our practice team. The candidate must have experience of working as a GP receptionist as well as managing the admin/secretarial work load within a GP practice.

Our practice uses the clinical system - SystmOne therefore the candidate would need to have experience of using this system. Full training will of course be provided for how the practice uses this system but knowledge of the system itself is essential.

As well as this we would ideally like the candidate to have experience of working with ERS (referral system), AccuRx, C The Signs, SSO (phone system) and of course the microsoft programmes. However again, full training will be provided.

We are offering the position at 30 - but must work Monday - Friday. Specific details can be discussed during the interview process.

Main duties of the job

Main duties will include, but are not limited to:

Reception: Answering patient calls, booking, amending and cancelling of appointments, processing repeat prescription requests, dealing with patient queries on the phone and at the reception desk, assistant clinical staff, actioning tasks / workflow.

Administrative: processing patient referrals via ERS including two week wait referrals, Using C The Signs, managing the workflow of documents from hospitals and other community clinics and services - inclusive of read coding, managing the practice email accounts with queries from patients and other hospital and clinic services.

All of the above of course would not be singularly the responsibility of one staff member, these duties are shared accross a team.

About us

The Albany Practice is one of three GP Practices located in Brentford Health Centre, Boston Manor Road, Brentford, TW8 8DS. We have over 7000 patients registered with us. We have two GP partners, one salaried GP, one Advance Nurse Practitioner, one Physician Associate, Practice Nurses, Healthcare Assistants, Pharmacists and other ARRS staff through the Brentworth PCN (including Physiotherapists, Paramedics, Social Prescribers etc)

We are a small team and all work closely together to provide the best possible care for our patients.

Job description

Job responsibilities

To provide a point of contact for patients andact as a focal point of communication between patients, doctors and othermedical staff.

To deal efficiently with patient-relatedadministration and data entry requirements.

To provide general assistance to the practice team and project apositive and friendly image to patients and other visitors, both on thetelephone and in person

General duties and Reception Duties:

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

2. Deal with general enquiries, both over the telephone and in person, in a courteous manner and explain procedures where necessary. Take and disseminate messages when required.

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

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

5. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover. Ensure necessary procedures are completed.

6. Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions.

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

8. Ensure reception and waiting areas are kept neat and tidy.

9. Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice protocol.

10. Re-stock practice rooms and re-order as appropriate.

11. Participate in proactive forward planning identifying and implanting improvements within and beyond key result areas.

12. To deal with complaints from the patients and other visitors and deal with them in line with the practice policy and procedures.

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

Management of Appointment Systems and medical records

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

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

3. Book appointments ensuring sufficient information is recorded to retrieve medical

and computer record and to identify the purpose of the appointment.

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

5. Monitor effectiveness of the system and report any problems.

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

7. To scan hospital letters and other patient-related documents into patients computer records, as and when required.

Start and End of Day Procedures

1. Open up premises at the start of day and 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 priorities and prioritise work through discussion with the line manager.

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

3. To participate in all activities to achieve KPI and QOF targets.

4. Each receptionist will be responsible for undertaking specific additional delegated tasks as mutually agreed, or as requested by the line manager or GPS.

5. To provide holiday and sickness cover for colleagues when required.

Equality and Diversity

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

1. 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.

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

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

Confidentiality

1. In the course of seeking treatment, patients furnish the Practice with 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.

2. In the performance of the duties outlined in this Job Description, the Administration Manager will have access to confidential information relating to patients and their Carers, Practice staff and other healthcare workers. The Administration Manager will 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.

3. 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, Environment and Fire (SHEF)

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

Person Specification

Qualifications

Essential

GCSE's

Experience

Essential

Experience as a GP Receptionist is essential Experience with SystmOne is essential Experience working with microsoft programmes

Desirable

Experience as a GP administrator / secretary is preferred Experience working with ERS (referral system) Experience working with AccuRx Experience working on SSO X-On (phone system) Experience working on C The Signs

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