Administrator/receptionist

Job description

Job responsibilities

Job title: Administrator / Receptionist

Reports to: Office Manager / Practice Manager

Hours per week: 37

Term of employment: Permanent (subject to references, employment checks and satisfactory completion of a probationary period)

Salary: £12.24 per hour with pay scale based on length of service

Job Summary:

The purpose of the role is to:

Give 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.

Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team.

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

Duties and Responsibilities:

The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving Practice workload and staffing levels:

Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols.

Maintaining and monitoring the Practice electronic appointments system

Processing personal and telephone requests for appointments, home visits and telephone advice calls and ensuring callers are directed to the appropriate healthcare professional.

Processing and distributing incoming and outgoing mail.

Taking messages and passing on information.

Filing and retrieving paperwork.

Processing repeat prescriptions in accordance with Practice guidelines.

Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.

Re-stock consulting rooms with forms as required.

Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning.

Ordering, re-ordering and monitoring of stationery and other supplies.

Dealing with clinical waste.

Provision of refreshments for staff and visitors as required and keeping the kitchen area clean and tidy.

Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, 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.

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may 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.

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:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:

Using personal security systems within the workplace according to Practice guidelines.

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Reporting potential risks identified.

Equality and Diversity:

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

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. This includes having regard to and complying with the nine protected characteristics under anti-discrimination legislation (age, disability, gender reassignment, marriage / civil partnership, pregnancy and maternity, race, religious belief, sex and sexual orientation).

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

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

The post holder will comply with the Practice equality and diversity policy and associated polices, which recognise and protect the nine personal characteristics. The policies aim to ensure that all employees and patients are treated equally and fairly.

Personal / Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Undertaking courses as directed by the Practice Manager where required in order to carry out normal duties.

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

Alert other team members to issues of quality and risk.

Assess own performance and take accountability for own actions, either directly or under supervision.

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

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

Apply Practice policies, standards and guidance.

Discuss with other members of the team how the policies, standards and guidelines will affect own work.

Participate in audit where appropriate.

Competence

You are responsible for limiting your actions to those which you feel competent to undertake. If you have any doubts about your competence during the course of your duties you should immediately speak to the Doctor, Practice Manager or Officer Supervisor.

Person Specification

Qualifications

Essential

• Educated to GSCE or equivalent level.

Desirable

• NVQ level 2 or 3 in relevant subject.

Qualities/Attributes

Essential

• Ability to work in a team.
• Ability to work in a busy environment.
• Able to work unsupervised.
• Flexible approach to work.

Desirable

• Remain calm and show empathy when dealing with people experiencing stressful situations.

Additional requirements

Essential

• Willing to undertake further relevant training.

Desirable

• Work extra hours as required.
• Take on extra tasks and projects as required.

Knowledge and skills

Essential

• Literacy / numeracy skills.
• Computer skills able to use Microsoft Office.
• Office administrative tasks.
• Able to use own initiative.
• Problem solving.
• Aware of own limitations.
• Prioritise workload.
• Able to communicate with range of people.
• Attention to detail.

Desirable

• Medical record administration.
• Experience of using patient management system.
• Maintaining patient confidentiality.
• Plan delegated workload.
• Keep track of multiple tasks and follow up as necessary.
• Continual learning. Identify opportunities to improve and innovate.
• Welsh speaker.

Experience

Essential

• Working with the public in a face to face or telephone role.

Desirable

• Previous employment in a healthcare related role.
• Key holder: opening / closing premises.

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

Fairwater Health Centre

Address

Plasmawr Road

Cardiff

CF5 3JT

Employer's website

http://www.fairwaterhealthcentre.co.uk/ (Opens in a new tab)