Job summary
Join our Award-winning, dedicated and dynamic GP Surgery in West London the heart of healthcare! We're seeking a helpful, experienced and skilled Receptionist/Administrator to be part of our Surgery team. As an integral part of our patient-focused environment with a strong community ethos, you'll play a pivotal role in ensuring seamless operations and exceptional care delivery. If you're organised, compassionate, and ready to make a difference, apply now.
Main duties of the job
Part of a highly motivated team who undertake reception duties together with general administrative and clerical duties and tasks fully utilising SystmOne as the clinical system and other IT software.
Main duties of the job
Triage: taking and recording information for all patient clinical requests for daily triage
Scheduling Appointments: Booking and managing patient appointments, ensuring the schedule runs smoothly.
Managing Patient Records: Maintaining and organizing patient records, ensuring confidentiality and accuracy.
Handling Phone Calls: Answering phone calls, taking messages, and directing calls to staff members.
Welcoming Patients: Greeting and assisting patients when they arrive at the practice, providing necessary forms or information.
Dealing with Enquiries: Responding to patient inquiries about services, prescriptions, and general information about the practice.
Recall: Call patients to be booked in for annual reviews, health checks, smears, ECGs etc.
Processing Prescriptions: Issuing and processing prescription requests in accordance with established protocols.
Supporting Administrative Tasks: Assisting with general administrative tasks such as filing, data entry, and maintaining office supplies.
Coordinating Referrals: Organizing patient referrals to other healthcare providers.
Adhering to Protocols and Regulations.
Providing Excellent Customer Service:Offering a friendly and helpful demeanor to patients, ensuring they feel comfortable and supported.
About us
Golborne Medical West 10 GPs is a vibrant and dynamic General Practice in West London - North Kensington. The atmosphere is characterized by a strong sense of teamwork, compassion, and a dedication to providing high-quality patient care. The Principal GP is also passionate in offering healthcare other than just clinical care, such as cooking classes for diabetics, to allow patients to be involved and responsible for their own health and wellbeing
The work ethic here is exemplary, with a focus on continuous learning and development. The team is committed to staying updated with the latest medical and technological advancements to deliver the best possible care to patients. Collaboration and open communication are key values, ensuring that everyone works together seamlessly to meet the diverse healthcare needs of our community.
In addition we are a teaching Practice with a flow of not only medical students but newly qualified Drs undertaking their GP rotation.
Although we provide a rota with set hour, you will be required to work flexibly to change these hours if necessary to cover annual leave or sickness, (Monday to Friday, anytime between the hours of 8:00am to 6:30pm
BENEFITS
- Access to Team Personal Trainer
- Support from Team Health and Wellbeing Coach
- Employee Assistance Programme including counselling,
24-hr advice and online wellbeing resources
- Access to NHS discounts scheme
Job description
Job responsibilities
Role Overview: As an NHS GP Receptionist/Administrator, you will play a crucial role in the smooth operation of the Practice. Your primary responsibility will be to provide efficient administrative support and excellent customer service to patients and healthcare professionals.
Key Responsibilities:
Patient Reception and Triage:
- Greet and welcome patients in a professional and friendly manner.
- Register new patients, update existing records, and verify personal information.
- Conduct initial assessments and record on daily triage.
Appointment Scheduling:
- Coordinate patient appointments, ensuring appropriate allocation of time slots and healthcare providers.
- Utilize electronic scheduling systems to manage appointments and maintain an organized schedule.
Communication and Information Management:
- Answer phone calls, respond to inquiries, and provide information on clinic services and procedures.
- Liaise with healthcare professionals, hospitals, and external agencies to facilitate referrals and coordinate patient care.
Record Keeping and Data Entry:
- Maintain accurate electronic and paper-based patient records, ensuring compliance with data protection regulations.
- Process paperwork related to patient registration, medical history updates, and prescription requests.
Administrative Support:
- Provide general administrative support, including filing, photocopying, and managing correspondence.
Medical Supplies and Inventory Management:
- Monitor and order office supplies, medical supplies, and equipment as needed.
- Ensure that inventory levels are maintained and clinical trolleys are replenished.
Patient Advocacy and Support:
- Act as a liaison between patients and healthcare professionals, addressing queries, concerns, and providing guidance on administrative matters.
Adherence to Policies and Regulations:
- Follow NHS guidelines, policies, and procedures related to confidentiality, security, and healthcare compliance.
Other related delegated duties considered appropriate to the post as directed.
Responsible to the Practice Manager
Contractual hours: 30 to 37.5 per week
Working times required: Monday 0800 1600, Tuesday
Friday 0900 - 1700
PERFORMANCE IS SATISFACTORY WHEN:
Reception Duties
- To respond to enquiries in person or on the telephone in a friendly welcoming manner.
- Ensure good customer service skills are utilized to portray an efficient and professional manner.
- To manage all incoming calls, ensuring that each call is dealt with professionally and promptly, with tact and sensitivity.
- To respond to calls within 5 rings and to ensure that the approved organizational style is adhered to.
- To explain Practice arrangements and formal registration requirements to new patients and those seeking temporary treatment.
- Provide information for online access.
- Procedures and protocols are followed.
- Services actively promoted and explained.
- To make patient appointments and are not left waiting for unreasonable lengths of time without explanation.
- Patients are kept informed of any delays.
- To alert Doctors of any latecomers or extra patients following agreed procedures.
- Appropriate information is communicated.
- To ensure that the waiting area and reception are kept tidy at all times.
- Regular checks made and actioned accordingly.
- To alert Duty Doctor of emergencies that need to be seen.
- Follow agreed procedure.
- Occasional chaperoning of patients as required.
- Training undertaken and policy followed.
Admin/Clerical Duties
- To support clinicians and staff through the completion of tasks, fully utilizing IT skills.
- To actively participate in clearing SystmOne tasks.
- Tasks to be monitored daily, completed when appropriate or alerted to the PM for lack of response
- Chase up of hospital appointments, letters and results
- Recall for patients needing reviews/tests/vaccinations etc.
- Full utilization and demonstration of competency of IT packages including SystmOne, MS-Outlook, NHS mail, MS Word, MS Teams, AccuRx texting etc.
- To provide administrative support to the GPs as required.
- To provide proactive and helpful support to clinicians providing Urgent Care as required.
- To prepare repeat prescriptions as directed ensuring that requests are actioned within the agreed timeframe.
- Prescriptions are prepared according to the agreed protocols.
- To open and sort mail according to agreed procedures and timescales given.
- Mail is sorted, scanned or distributed appropriately without undue delay.
- To collect data and compile statistics as required.
- To ensure the information is gathered accurately.
- Security procedures are followed.
- All actions taken are recorded on SystmOne, including confirmation details.
- To carry out clerical and administrative duties as requested by GPs and PM.
- Duties are carried out to standards given.
- A Smartcard is used for all data entry.
- To carry out all necessary electronic filing and maintenance of filing
- To ensure correspondence, reports, results are filed in the correct patients records without due delay.
Competencies demonstrated
- General Staff DutiesAll staff are expected to be reliable and trustworthy and to work as part of the Primary Health Care Team to ensure an efficient service is provided.
- An efficient service is provided following Practices policies and procedures.
- To undertake any training needed for the provision of an efficient service.
- Proactively alert the Practice Manager of any training needs.
- To participate in the Practice Quality Improvement programmes
- Positive attitude to change and active participation in projects and attendance at meetings as required.
- To attend and participate in regular team/staff meetings and training.
- Attendance at relevant meetings/training is satisfactory.
- All staff are expected to have an understanding, acceptance and adherence to the need for strict confidentiality in all matters relating to the Surgery Staff, patients or other contacts and to maintain confidentiality of all electronically stored personal data in line with the provisions of the Data Protection Act and the Practices Information Governance policy.
- Only disclosable information is given. All information concerning patients and staff must be treated as strictly confidential at all times. Breaches of confidence will result in disciplinary action which may involve dismissal.
- All staff are expected to be healthy and safety and security conscious, be aware of their responsibilities and to follow agreed procedures
- To ensure that the organization of Reception & waiting area is tidy, clean, and minimizes risk to self and others.
- Hazards or security issues within own authority to be put right promptly. Matters outside own authority to be accurately reported to the appropriate person without delay.
- Staff should be aware of, practice and promote good infection control procedures.
- All staff must ensure that waste produced within the Practice is disposed of in such ways that control risk to health, or safety of staff and the public alike in accordance with relevant legislation and procedures contained within the policy.
- To abide by the terms of the staff handbook and other practice policies and procedures.
- Compliance in all areas of the handbook and Practice policies.
- To undertake any other duties not within this Job description as reasonably required.
- Duties not unreasonably refused.
Job description
Job responsibilities
Role Overview: As an NHS GP Receptionist/Administrator, you will play a crucial role in the smooth operation of the Practice. Your primary responsibility will be to provide efficient administrative support and excellent customer service to patients and healthcare professionals.
Key Responsibilities:
Patient Reception and Triage:
- Greet and welcome patients in a professional and friendly manner.
- Register new patients, update existing records, and verify personal information.
- Conduct initial assessments and record on daily triage.
Appointment Scheduling:
- Coordinate patient appointments, ensuring appropriate allocation of time slots and healthcare providers.
- Utilize electronic scheduling systems to manage appointments and maintain an organized schedule.
Communication and Information Management:
- Answer phone calls, respond to inquiries, and provide information on clinic services and procedures.
- Liaise with healthcare professionals, hospitals, and external agencies to facilitate referrals and coordinate patient care.
Record Keeping and Data Entry:
- Maintain accurate electronic and paper-based patient records, ensuring compliance with data protection regulations.
- Process paperwork related to patient registration, medical history updates, and prescription requests.
Administrative Support:
- Provide general administrative support, including filing, photocopying, and managing correspondence.
Medical Supplies and Inventory Management:
- Monitor and order office supplies, medical supplies, and equipment as needed.
- Ensure that inventory levels are maintained and clinical trolleys are replenished.
Patient Advocacy and Support:
- Act as a liaison between patients and healthcare professionals, addressing queries, concerns, and providing guidance on administrative matters.
Adherence to Policies and Regulations:
- Follow NHS guidelines, policies, and procedures related to confidentiality, security, and healthcare compliance.
Other related delegated duties considered appropriate to the post as directed.
Responsible to the Practice Manager
Contractual hours: 30 to 37.5 per week
Working times required: Monday 0800 1600, Tuesday
Friday 0900 - 1700
PERFORMANCE IS SATISFACTORY WHEN:
Reception Duties
- To respond to enquiries in person or on the telephone in a friendly welcoming manner.
- Ensure good customer service skills are utilized to portray an efficient and professional manner.
- To manage all incoming calls, ensuring that each call is dealt with professionally and promptly, with tact and sensitivity.
- To respond to calls within 5 rings and to ensure that the approved organizational style is adhered to.
- To explain Practice arrangements and formal registration requirements to new patients and those seeking temporary treatment.
- Provide information for online access.
- Procedures and protocols are followed.
- Services actively promoted and explained.
- To make patient appointments and are not left waiting for unreasonable lengths of time without explanation.
- Patients are kept informed of any delays.
- To alert Doctors of any latecomers or extra patients following agreed procedures.
- Appropriate information is communicated.
- To ensure that the waiting area and reception are kept tidy at all times.
- Regular checks made and actioned accordingly.
- To alert Duty Doctor of emergencies that need to be seen.
- Follow agreed procedure.
- Occasional chaperoning of patients as required.
- Training undertaken and policy followed.
Admin/Clerical Duties
- To support clinicians and staff through the completion of tasks, fully utilizing IT skills.
- To actively participate in clearing SystmOne tasks.
- Tasks to be monitored daily, completed when appropriate or alerted to the PM for lack of response
- Chase up of hospital appointments, letters and results
- Recall for patients needing reviews/tests/vaccinations etc.
- Full utilization and demonstration of competency of IT packages including SystmOne, MS-Outlook, NHS mail, MS Word, MS Teams, AccuRx texting etc.
- To provide administrative support to the GPs as required.
- To provide proactive and helpful support to clinicians providing Urgent Care as required.
- To prepare repeat prescriptions as directed ensuring that requests are actioned within the agreed timeframe.
- Prescriptions are prepared according to the agreed protocols.
- To open and sort mail according to agreed procedures and timescales given.
- Mail is sorted, scanned or distributed appropriately without undue delay.
- To collect data and compile statistics as required.
- To ensure the information is gathered accurately.
- Security procedures are followed.
- All actions taken are recorded on SystmOne, including confirmation details.
- To carry out clerical and administrative duties as requested by GPs and PM.
- Duties are carried out to standards given.
- A Smartcard is used for all data entry.
- To carry out all necessary electronic filing and maintenance of filing
- To ensure correspondence, reports, results are filed in the correct patients records without due delay.
Competencies demonstrated
- General Staff DutiesAll staff are expected to be reliable and trustworthy and to work as part of the Primary Health Care Team to ensure an efficient service is provided.
- An efficient service is provided following Practices policies and procedures.
- To undertake any training needed for the provision of an efficient service.
- Proactively alert the Practice Manager of any training needs.
- To participate in the Practice Quality Improvement programmes
- Positive attitude to change and active participation in projects and attendance at meetings as required.
- To attend and participate in regular team/staff meetings and training.
- Attendance at relevant meetings/training is satisfactory.
- All staff are expected to have an understanding, acceptance and adherence to the need for strict confidentiality in all matters relating to the Surgery Staff, patients or other contacts and to maintain confidentiality of all electronically stored personal data in line with the provisions of the Data Protection Act and the Practices Information Governance policy.
- Only disclosable information is given. All information concerning patients and staff must be treated as strictly confidential at all times. Breaches of confidence will result in disciplinary action which may involve dismissal.
- All staff are expected to be healthy and safety and security conscious, be aware of their responsibilities and to follow agreed procedures
- To ensure that the organization of Reception & waiting area is tidy, clean, and minimizes risk to self and others.
- Hazards or security issues within own authority to be put right promptly. Matters outside own authority to be accurately reported to the appropriate person without delay.
- Staff should be aware of, practice and promote good infection control procedures.
- All staff must ensure that waste produced within the Practice is disposed of in such ways that control risk to health, or safety of staff and the public alike in accordance with relevant legislation and procedures contained within the policy.
- To abide by the terms of the staff handbook and other practice policies and procedures.
- Compliance in all areas of the handbook and Practice policies.
- To undertake any other duties not within this Job description as reasonably required.
- Duties not unreasonably refused.
Person Specification
Qualifications
Essential
- Good general education.
- Literate and numerate.
Desirable
Experience
Essential
- Good communication and interpersonal skills.
- Good telephone manner.
- SystmOne.
- Previous reception experience
- Dealing with members of the public
- Ability to work as a team member and independently.
- Accurate and efficient data input.
- Using initiative and prioritising work.
- General clerical/reception experience including use of computerised system.
- Good organizational skills.
- Problem solving abilities.
- Ability to pay close attention to detail.
Desirable
- Previous NHS experience.
- Internet skills.
- Microsoft Word.
- Knowledge and understanding of data protection issues.
Person Specification
Qualifications
Essential
- Good general education.
- Literate and numerate.
Desirable
Experience
Essential
- Good communication and interpersonal skills.
- Good telephone manner.
- SystmOne.
- Previous reception experience
- Dealing with members of the public
- Ability to work as a team member and independently.
- Accurate and efficient data input.
- Using initiative and prioritising work.
- General clerical/reception experience including use of computerised system.
- Good organizational skills.
- Problem solving abilities.
- Ability to pay close attention to detail.
Desirable
- Previous NHS experience.
- Internet skills.
- Microsoft Word.
- Knowledge and understanding of data protection issues.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
