Admin & Reception Team member

Job description

Job responsibilities

1. Patient Experience

The post-holder will

Ensure an effective and efficient reception service is provided to patients and visitors to the Practice.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Use his/her own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

Explain registration arrangements to new patients and those seeking temporary cover and ensure the correct procedures are completed.

Enter requests for home visits on to the system.

Process repeat prescription requests and ensure that they are ready for collection by the patient within the 2 working day time limit.

Advise patients of relevant charges for private (non-General Medical Services) services as per practices fees schedule and accept payment and issue receipts for same.

Encourage use of patient on-line facilities (e.g., booking appointments via website, ordering repeat medication on-line or signing up for on-line access to medical record).

Monitor the patient check in facility and PODs, encouraging and supporting patients to use it.

2. Telephony

The post-holder will

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Process calls made to the appointments telephone line.

Process calls made to the prescription telephone line.

Call handle telephone calls (gold standard is within 3 rings of phone first ringing); appropriately during surgery opening times and signposting to other services appropriately outside of surgery opening hours.

3. Administration

The post-holder will

Have a thorough knowledge of, and work in accordance with, all practice procedures and protocols.

Disposal of all out-of-date letters in accordance with practice policy.

File relevant patient information on patient records as per practice protocol.

Process medical record requests e.g., insurance / medical reports, hospital letters, summary print outs, general administration forms and leaflets e.g., health questionnaires, practice leaflets.

Open and process incoming post.

4. Data Processing

The post-holder will

Ensure that all new patients are registered onto the computer system promptly and accurately.

Enter patient information on to the computer as required.

Update date patient information, e.g., register new patient or change of address in accordance with the practice area.

Process patient notes and correspondence: retrieving and re-filing records as required.

Ensure all necessary correspondence is scanned according to due process, and then forward to the appropriate clinician (if necessary).

Code correspondence in accordance with practice protocols.

Process electronic prescription requests as necessary.

Process tasks daily as appropriate.

4. Premises

The post-holder will

When first to arrive at the start of the day, deactivate alarm and make all necessary preparations to receive patients.

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

Ensure building security throughout opening hours.

Person Specification

Experience

Essential

• At least one year's experience of working in a doctors surgery
• Experience of working with the public

Desirable

• Experience of administrative duties in a health care setting
• Experience of receptionist duties in a health care setting

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic personality
• Ability to work under pressure

Qualifications

Essential

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (C or above)

Skills

Essential

• Excellent communication skills (aural, oral and written)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Desirable

• EMIS Web user skills

Other requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (Enhanced DBS) check

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

Sacriston Surgery

Address

Front Street

Sacriston

Durham

Co Durham

DH7 6JW

Employer's website

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