Receptionist/Administrator

Job summary

Dr Bello's Surgery and King Street Medical Centre are both friendly practices serving over 4,000 patients. An excellent opportunity has arisen for a motivated, enthusiastic Receptionist/Administrator to join our team.

We are looking for two members of staff to join the team. The posts are for between 25-30 hours, however this is negotiable. The working hours are between - Monday to Friday.

The successful candidate will be confident, resilient, friendly, and flexible. They will also have well developed team work, communication, customer service and organisational skills. Experience of working in a GP Practice having used EMIS web would be desirable but not essential.

At Dr Bello's Surgery and King Street Medical Centre we are keen to support and develop staff to excel in their career, whilst also making a positive different to patients and the surrounding community. We are an organisation that is very passionate about providing the best possible healthcare for all our patients.

Main duties of the job

Prepare the building for opening and closing. Carry out quality checks for the surgery (fridge monitoring, building checks). Welcome and receive all patients and visitors to the Practice. Conduct telephone and face to face contact with patients in a profession, friendly and helpful manner. Assist and signpost patients to the most appropriate healthcare professional/service, processing all requests for appointments and visits. Ensure distressed/bereaved patients are dealt with sensitively and appropriately, escalating where required to management and/or clinician. Receive and make telephone calls as required, ensuring accurate recording of details at all times. Maintain a general overview of the reception area, taking appropriate action to manage difficult/aggressive patient behaviours, or for those whole condition worsens whilst waiting to be seen by a clinician. Action repeat prescription requests. Complete new registration procedures and ensure accurate recording of all details. Provide test results to patients. Facilitate effective communication between patients, staff, secondary care and other healthcare agencies. Act as a chaperone for general examinations if requested. Accept payments for private services such as medicals, insurance reports etc. Deal with general enquiries and explain procedures as requested.

Further admin duties are outlined the the Job Description.

About us

Dr Bello's Surgery and King Street Medical Centre are two local surgeries ran by Dr Bello. Both surgeries are CQC good rated practices that offer a high quality range of primary care services for a diverse population, with a huge focus on equality and inclusion.

Our mission is to provide personalised patient-centred care, promoting health, wellbeing, inclusion and equality to the local community.

The successful candidates will be required to work over both sites.

Job description

Job responsibilities

The following are the primary responsibilities for the Receptionist/Administrator. There may be, on occasions, a requirement for staff to carry out other tasks. This will be dependent on factors such as staffing levels and workload.

Complete opening and closing procedure in accordance with the rota. Answer incoming phone calls, transferring calls or dealing with callers requests appropriately. Effectively signpost patients to the appropriate healthcare professional depending on the presenting condition. Process patients requests for both telephone and face to face appointments. Provide an excellent standard of customer service. Manage all queries and data in an efficient manner. Process repeat and acute prescriptions. Initiate contact and also respond to requests from patients, team members and external agencies. Photocopy documentations as required. Input data into patient's medical records to a high standard. Data entry of new patients and relevant patient information when required. Enter read code/SNOMED data onto EMIS Web. Deal with requests for information, Subject Access Requests, insurance/solicitors reports and letters, DVLA forms, medical examinations. Maintain a clean, tidy, effective working area at all times. Monitor and maintain the reception area, including noticeboard, patient information leaflets, posters etc. Support all clinical staff with general tasks as requested Processing and typing referrals for patients to access Secondary Care. Scan patient-related documentation and attach scanned documents to the patient healthcare records. Ensure emails, post, and any other communications are dealt with appropriately and in a timely manner. Receive specimens from patients in line with relevant policy, procedure and health & safety/infection control requirements. Be aware of and abide by all information governance requirements in respect of data protection and confidentiality. Work as part of a team with all practice staff, upholding the No Blame Culture. Participate in practice/staff meetings, staff training, development and performance reviews.

In addition to the primary responsibilities, the Receptionist/Administrators may be requested to:

Support administrative staff and tasks, providing cover during staff absences. Checking the pharmacy temperatures as required daily, ensuring issues are escalated for immediate resolution. Training will be provided. Undertake weekly and monthly building checks as per practice protocol, ensuring these are recorded and saved appropriately and any issues raised for immediate resolution. This include but are not limited to emergency drugs, fire alarm checks, health & safety checked, including legionella testing. Undertake the role of fire marshal if required in the event of a fire or fire drill. Person Specification

Experience

Essential

Experience of working with the general public

Desirable

Previous experience of working in general practice. Experience in an administrative role.

Qualifications

Essential

Educated to GCSE level or equivalent.

Desirable

Level 2 qualification in Customer Care AMSPAR Receptionist certificate

Skills and behaviours

Essential

Excellent communication skills, both written and oral. Basic IT skills. Clear, polite telephone manner. Smart, polite and confident with excellent organisational skills. Team working. Using initiative and self-motivated

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