Administrator/Receptionist

7 days ago


Potters Bar, United Kingdom Annandale Medical Centre Full time

Job summary

The purpose of the role is to:

Undertake a variety of reception/administrative duties to assist in the smooth running of the practice including administrative support to clinical staff and other members of the practice team.

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

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

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.

Main duties of the job

General Admin and reception duties

- Meet & greet patients

- Answering and attending to all calls in a professional and courteous manner

- Booking patients on the online Medical Database appointment system (EMIS WEB)

- Liaise with doctors & patients

- Maintain confidentiality of all the doctors, staff and patient information

- Maintain highest standards of health & hygiene safety

- Adhere to all policy and protocols set within the Practice

- Liaise with service providers

- Emails and mail timeously attended to

- Processing prescription requests

About us

Annandale Medical Centre is an established GP practice located in Potters Bar, with approximately 7800 patients. Our busy practice are recruiting medical admin /receptionists to join our friendly team.

Annandale Medical Centre prides itself on delivering the highest standard of healthcare to our community.

We are looking for an individual who is warm, welcoming, hard working, friendly and possess the empathic NHS care ethic required to provide the health care our patients.

The role requires excellent telephone and face to face manners, a high standard of written English and the ability to multi- task in a fast paced environment. Excellent time management and records keeping skills are essential in this position.

Job description

Job responsibilities

Duties andresponsibilities:

The dutiesand responsibilities to be undertaken by members of the practice administrationteam may include any of the following which may be varied from time to timeunder the direction of the Practice Manager.

Reception

Receivingpatients, consulting with members of practice team

Ensure aneffective and efficient and polite reception service is provided to patientsand any other visitors to the practice

Processingpersonal and telephone requests for appointments, visits and telephoneconsultations, and ensuring callers are directed to the appropriate healthcareprofessional

Deal with allgeneral enquiries, explain procedures and make new and follow-up appointments

Assertingjudgement to ensure that urgent appointments are given in accordance to thepractice policy

Explainpractice arrangements and formal requirements to new patients and those seekingtemporary cover, and ensure procedures are completed

Enterrequests for home visits onto the duty doctor appointment screen, ensuring tocarefully record all relevant details and referring to duty doctor wherenecessary

Arrangingtransport for patients

Be aware ofwhat is going on in the patient waiting area and be alert to problems

Processingand distributing incoming and outgoing post

Undertake anyother additional duties appropriate to the post as requested by the partners orthe practice manager

Ensure thatall visitors to the practice are signed in and out of the visitors book

Takingmessages and passing on information

Processingrepeat prescriptions in accordance with practice guidelines

Computer dataentry/data allocation and collation; processing and recording information inaccordance with practice procedures

Providingclerical assistance to practice staff as required from time to time, includingword/data processing, filing, photocopying and scanning

Keeping thereception area, notice-boards and leaflet dispensers tidy and free fromobstructions and clutter

Be able tocover all reception positions as necessary

To ensurethat all clinical staff are ready for their patient surgeries: the room has itsPC switched on, systems and printers are up and running

Undertake anyother additional duties appropriate to the post as requested by the partners orthe practice manager

Telephone

Have workingknowledge of telephone, during and after hours

Answer callsin a polite and professional manner

Receive andmake telephone calls as required. Divert calls and take messages, ensuringaccuracy of detail and prompt appropriate delivery

Appointments

Processappointment requests for today/future appointments from patients by telephoneand in person

Deal withvisits/requests

RepeatPrescriptions

To collectrepeat prescription requests from the post box and reception

To retrieverequests for prescriptions made via EPS

To liaisewith patients and chemists regarding queries and requests

To ensurerepeat medication is issued in line with the protocols that are already inplace and ensure that any queries raised are dealt with quickly and correctly

To ensurethat patient queries on medication are highlighted to the relevant GP

To regularlygo through prescriptions not picked up and unlikely to be picked up as a resultof the timescale, to remove the details from the patient records and thendestroy the prescription

Scanningduties

Sort and datestamp all incoming patient-related mail

Scanpatient-related documents onto their medical record using read codes as agreedby the clinical team

Add anyadditional information about the source of the document

Forward thedocument to the doctor or nurse who initiated the referral or who is mostappropriate to receive the information

Ensureincoming letters are scanned onto the patient record within a 48/72-hourtimescale

Scan allinternal paper documents on to the relevant patients record and then store thedocuments in line with surgery policy

Coding

Identifyrelevant clinical information contained in patient correspondence

Code or freetext the clinical information on to the patient record as per practice protocol

Deal withqueries relating to coding

Administration

To have athorough knowledge of all practice procedures

To work inaccordance of written policies

Photocopy andscan as requested

Carryouttasks relating to patient records, including filing, document management, andensuring patients can access reports, prescriptions and that they are easilyaccessible.

Computer

Registrationsof new patients computer data entry and medical records

Processpatients changes of address computer data and medical records (have knowledgeof practice area)

Processrepeat prescription requests in accordance with practice guidelines

Other Tasks

Work throughand tick off all opening/closing instructions, using the checklist provided.

Clear roomsafter surgeries

Make andserve refreshments, ensure the kitchen is kept clean and tidy and air and tidythe waiting room in turn with other staff

Ensurebuilding security have thorough knowledge of doors/windows/alarm

Any othertasks allocated by managers

Premises:

Open uppremises at the start of the day when first to arrive, de-activate alarm andmake all necessary preparations to clinical rooms, ready to receive patients

When last toleave at the end of the day, ensure that the building is totally secured,internal lights are off and the alarm activated

Keep thereception office and patient reception area, notice boards and leafletdispensers tidy and free from obstructions and clutter

Confidentiality:

In the courseof seeking treatment, patients entrust us with, or allow us to gather,sensitive information in relation to their health and other matters. They do soin confidence and have the right to expect that staff will respect theirprivacy and act appropriately

In theperformance of the duties outlined in this job description, the post-holder mayhave access to confidential information relating to patients and their carers,practice staff and other healthcare workers. They may also have access toinformation relating to the practice as a business organisation. All suchinformation from any source is to be regarded as strictly confidential

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:

Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice health & safetypolicy, the practice health & safety manual, and the practice infectioncontrol policy and published procedures. This will include:

Usingpersonal security systems within the workplace according to practice guidelines

Identifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risks

Makingeffective use of training to update knowledge and skills

Usingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazards

Activelyreporting of health and safety hazards and infection hazards immediately whenrecognised

Keeping ownwork areas and general/patient areas generally clean, assisting in themaintenance of general standards of cleanliness consistent with the scope ofthe job holders role

Undertakingperiodic infection control training (minimum annually)

Reportingpotential risks identified

Equality anddiversity:

Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:

Acting in away that recognises the importance of peoples rights, interpreting them in away that is consistent with practice procedures and policies, and currentlegislation

Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in amanner that is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights

Personal/professionaldevelopment:

Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, with such training to include:

Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development

Takingresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar work

Quality:

Thepost-holder will strive to maintain quality within the practice, and will:

Alert otherteam members to issues of quality and risk

Assess ownperformance and take accountability for own actions, either directly or undersupervision

Contribute tothe effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performance

Workeffectively with individuals in other agencies to meet patients needs

Effectivelymanage own time, workload and resources

Communication:

Thepost-holder should recognize the importance of effective communication withinthe team and will strive to:

Communicateeffectively with other team members

Communicateeffectively with patients and carers

Recognisepeoples needs for alternative methods of communication and respond accordingly

Contributionto the implementation of services:

Thepost-holder will:

Applypractice policies, standards and guidance

Discuss withother members of the team how the policies, standards and guidelines willaffect own work

Participatein audit where appropriate

Person Specification

Skills

Essential

Use of GP IT - Emis skills Use of Docman

Desirable

Emis skills Use of Docman

Qualifications

Essential

Eligible to work in the Clean & Tidy Appearance General Secondary Education to GCSE level or equivalent GCSE C or above Maths & English Able to provide complete education/employment history IT skills

Desirable

Health care qualifications Receptionist or Customer Service qualification

Experience

Essential

1.Offering high levels of customer service 2.Dealing with patients/customers face to face 3.Dealing with patients/customers on the telephone 4.Microsoft office skills 5.Working in a busy and pressurised environment 6.Working as part of a team

Desirable

Desirable Previous experience within General Practice or other NHS environment. Previous EMIS Web clinical system experience.

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