Administrator/Receptionist

Job description

Job responsibilities

Job Overview

This role is dynamic and multifaceted, involving administrative support for clinical staff and the management of patient requests in various formats; face to face, telephone, and through clinical systems. It demands an individual who can maintain composure during busy periods, possesses excellent communication skills, IT proficiency, multitasking abilities and confidence in both independent and collaborative work within a supportive and flexible team environment.

General Administration

To have a thorough knowledge of all Practice procedures and to work in accordance with written protocols, always adhering to patient confidentiality.

Using the clinical computer system to manage patient information and book appointments

Filing incoming correspondence into patient records and workflow accordingly

Initiating contact with and responding to requests from patients, team members and external agencies

Other related tasks as delegated

Patient services

Welcoming and checking in patients into the surgery

Acting in a courteous, respectful and helpful manner promoting the values of Puddletown Surgery, ensuring confidentiality is maintained

Answer incoming phone calls and managing as appropriate

Managing patient appointments, e-Consultations, and assigning tasks to the appropriate clinician

Direct requests for information i.e. Subject Access Request, insurance/solicitors letters and DVLA forms to the administrative team, retrieving notes if applicable

Providing additional information or signposting patients to other services

Monitor and maintain the waiting areas ensuring that all information is up to date and relevant

Maintain a clean, tidy, effective working area

Open and close the surgery as directed by Practice protocol

Patient records management

Registrations of new patients and temporary registrations in line with Practice protocols

Update patients change of details in line with Practice protocols

Scanning of patient related documentation into patient records

Managing transfer of patient paper records

Summarising new patients records

Other tasks

Ensure building security closing of doors and windows, use of alarm system

Any other tasks allocated by the Practice Manager or Team Leader

Manage all queries as necessary in an efficient manner

Support colleagues, providing cover during staff absences, and help cover annual Flu clinics

Ordering and monitoring of stationery supplies

Any other administrative task delegated to the team by clinicians and health professionals

Actively participate in the Practice Continuous Performance Management process

Attending Practice meetings and training sessions as needed

Complete mandatory training as directed

Person Specification

Knowledge

Desirable

• An understanding of a General Practice Reception environment
• Knowledge and or experience of SystmOne

Behaviours

Essential

• Performing under pressure/ ability to remain calm, controlled and professional
• Adaptability
• Work effectively as a team member
• Self-motivated/resourceful
• Flexibility/available to work flexible hours demanded by the job
• Confidentiality and integrity

Experience

Essential

• Experience of working in a team
• Experience of using own initiative/multitasking
• Experience of providing excellent customer service

Desirable

• Experience of working within a General Practice Reception environment

Qualifications

Essential

• English and Maths GCSE Grade C and above or equivalent

Desirable

• NVQ 3 in Business Administration or Customer Services

Skills

Essential

• Excellent communication skills (Written and Oral)
• Computer skills
• Prioritising, planning and organising
• Time management and the ability to work to deadlines
• Negotiation and conflict management
• Problem solving skills
• Interpersonal skills

Attributes

Essential

• Willingness to learn
• Personable manner with a good sense of humour
• Well-presented and polite
• Enthusiastic, honest, empathetic and reliable
• Patient, tolerant, tactful, and discreet
• Able to recognise own limitations, identify learning needs and act on them appropriately

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Puddletown Surgery

Address

Athelhampton Road

Puddletown

Dorchester

Dorset

DT2 8FY

Employer's website

https://www.puddletownsurgery.co.uk/ (Opens in a new tab)