Job summary
An exciting opportunity to join Rosedale and Kirkley Mill Surgeries as an Apprentice
Administrator with reception duties.
The successful applicant will be required to work as a key member of our
staff, if you are looking for a new challenge and a qualification - then we are
the place for you!
The applicant will need to be able to work accurately and at pace in a
multi-tasking environment, whilst maintaining excellent customer service skills
showing empathy to the patients and dealing with all queries in a timely
manner. Flexibility is also key within a small team.
We are looking for a full time candidate that is able to work during our working hours 8.30am -
6.30 pm, so applicants would need to be able to start and finish at these
times, depending on their shifts.
We offer you: Competitive pay, 5 weeks annual leave plus bank holidays,
NHS pension, Uniform, Complimentary Refreshments (all tea, coffee, water
cooler), free parking, training opportunities and development, annual salary
review, social events, structured environment with regular appraisal and
feedback.
The successful applicant will also experience a full induction program,
and supported learning with a mentor system, until confidence is gained.
Main duties of the job
The main duties associated with the role are:
- To provide a courteous and efficient reception service to patients,
carers andvisitors within the Practice ensuring:
- Patients access the primary care services they require in a timely
fashion.
- Visitors sign in and out and the member of staff they are seeing are
advised of their arrival.
- The tidiness of the waiting room and the safety of its inhabitants.
- Queries are answered or passed to an appropriate member of staff in
a timely fashion.
- Accurately updating patient records using System-One.
- Taking action as requested by doctors and the nursing team.
- Phoning patients to arrange/rearrange appointments and/or confirm
test results.
- Supporting the provision of a seamless co-ordinated
multidisciplinary service through good communication
- Sending and receiving patient notes.
- Reviewing patient notes and learning to add information into the clinical system.
and any other tasks/duties as requested by the Office Manager and wider
administrative team.
About us
Rosedale partnership is a well-established 2 site surgery with 11 GP partners, 2 salaried GPs and a full wider healthcare team. We are an active member of the Lowestoft Primary Care Network. We have a growing list of 22,500 patients, we are training practices for GP Registrars, medical undergraduates, nurses and pharmacists.
The clinical team is supported by a skilled and well organised administration team.
We use SystmOne for our Clinical system, and also utilise various digital platforms such as Accurx and Footfall to support our processes.
We are a well established training Practice and welcome students from UEA and Cambridge for placements.
If this sounds like a perfect job for you then please get in touch.
Job description
Job responsibilities
The purpose of the role is to:
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.
You will support access to services and continuity of care by helping patients interact and engage with the right support at the right time and from the right health care professional. You will manage and respond to patient and practice initiated contact, including incoming and outgoing phone calls with patients, reviewing and responding to online requests, providing reception capacity and associated administration. You will use triage and signposting skills to direct patients to the right support or appointment type to best meet their needs.
Undertake a variety of administrative duties to assist in the smooth running of the Practice.
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Main 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 Reception Manager/Operations Manager, dependent on current and evolving Practice workload and staffing levels:
Reception Duties:
- Maintaining and monitoring the practice appointments system
- Acting on electronic tasks to book appointments, deliver messages to patients, process electronic referrals etc
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Processing electronic requests, whether received via Footfall (Practice Website) or email, or by other means
- Processing incoming requests for medical reports, prescriptions or other enquiries and ensuring they are forwarded to the correct staff members for completion
- Taking and recording requests for home visits ensuring full details of need are recorded and checking that the address and telephone number is correct.
- Dealing with requests for emergency treatment, either in the surgery or in the patients home and passing on promptly to the duty doctor.
- Receiving patients consulting with members of practice team
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Handing completed repeat prescriptions to patient and checking names and address.
- Be able to cover all reception positions as necessary
- Answering the telephone and conveying messages
- Accepting requests for repeat prescriptions, checking regularly both the electronic and paper routes for repeat prescription requests
- Sorting the mail and completing Scanning processes
- Maintaining electronic log of telephone messages
- Filing results and any other relevant documents in patients' notes
- Maintenance of patients' notes including starting a new wallet when required and dividing the contents in a logical manner
- Charging the appropriate amount for private work.
- Helping with the sorting of filing in new medical records in order that they are in the form used in the Surgery
- Dealing with requests for test results.
- Ensuring that all other requests for information or queries and entries on the computer and if not completed at the end of your shift, are handed over to an incoming member of staff for completion and vice versa.
- Taking details of requests for medical certificates of any kind, insurance forms and any others requested and dealing with them efficiently and promptly.
- Referring patient suggestions/complaints/comments directly to the Business Manager for further discussion.
Administration
- Any other administration duties required in the course of your work.
- To have a thorough knowledge of all Practice procedures.
- To work in accordance with written protocols
- Filing post in medical records
- Photocopy as requested
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Filing and retrieving paperwork
- Ordering, re-ordering and monitoring of stationery and other supplies
- Generating template letters requesting patients attend for follow-up.
- Arranging transport for patients where appropriate.
Computer
- Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
- Registrations of new patients
- Process patients change of address (have knowledge of practice area).
- Scanning of mail onto computer system and completing workflow.
- Maintaining a basic knowledge of repeat prescriptions so that should it be necessary, you can issue from the computer record in line with Practice policy and protocol.
Telephone
- Have working knowledge of telephone/bleep system, during and after hours.
Other Tasks
- Ensure that the consulting rooms and waiting area are checked at the end of each consulting session and left clean, tidy and secure.
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Scanning of mail onto computer system and completing workflow.
- Any other tasks allocated by Office Manager/Reception Manager.
- Attending and participating in Clinical Governance and Staff Meetings.
Start and End of Day Procedures.
Be able to open up premises at the start of the day, unset alarm and ensure that all equipment such as fax machines, computers, printers and photocopiers are ready and make all necessary preparation to receive patients.
Be able to secure premises at end of day, checking all windows, doors are closed, toilets empty, internal lights off, fax is full of paper, all other equipment is off and alarm activated.
Job description
Job responsibilities
The purpose of the role is to:
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.
You will support access to services and continuity of care by helping patients interact and engage with the right support at the right time and from the right health care professional. You will manage and respond to patient and practice initiated contact, including incoming and outgoing phone calls with patients, reviewing and responding to online requests, providing reception capacity and associated administration. You will use triage and signposting skills to direct patients to the right support or appointment type to best meet their needs.
Undertake a variety of administrative duties to assist in the smooth running of the Practice.
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Main 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 Reception Manager/Operations Manager, dependent on current and evolving Practice workload and staffing levels:
Reception Duties:
- Maintaining and monitoring the practice appointments system
- Acting on electronic tasks to book appointments, deliver messages to patients, process electronic referrals etc
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Processing electronic requests, whether received via Footfall (Practice Website) or email, or by other means
- Processing incoming requests for medical reports, prescriptions or other enquiries and ensuring they are forwarded to the correct staff members for completion
- Taking and recording requests for home visits ensuring full details of need are recorded and checking that the address and telephone number is correct.
- Dealing with requests for emergency treatment, either in the surgery or in the patients home and passing on promptly to the duty doctor.
- Receiving patients consulting with members of practice team
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Handing completed repeat prescriptions to patient and checking names and address.
- Be able to cover all reception positions as necessary
- Answering the telephone and conveying messages
- Accepting requests for repeat prescriptions, checking regularly both the electronic and paper routes for repeat prescription requests
- Sorting the mail and completing Scanning processes
- Maintaining electronic log of telephone messages
- Filing results and any other relevant documents in patients' notes
- Maintenance of patients' notes including starting a new wallet when required and dividing the contents in a logical manner
- Charging the appropriate amount for private work.
- Helping with the sorting of filing in new medical records in order that they are in the form used in the Surgery
- Dealing with requests for test results.
- Ensuring that all other requests for information or queries and entries on the computer and if not completed at the end of your shift, are handed over to an incoming member of staff for completion and vice versa.
- Taking details of requests for medical certificates of any kind, insurance forms and any others requested and dealing with them efficiently and promptly.
- Referring patient suggestions/complaints/comments directly to the Business Manager for further discussion.
Administration
- Any other administration duties required in the course of your work.
- To have a thorough knowledge of all Practice procedures.
- To work in accordance with written protocols
- Filing post in medical records
- Photocopy as requested
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Filing and retrieving paperwork
- Ordering, re-ordering and monitoring of stationery and other supplies
- Generating template letters requesting patients attend for follow-up.
- Arranging transport for patients where appropriate.
Computer
- Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
- Registrations of new patients
- Process patients change of address (have knowledge of practice area).
- Scanning of mail onto computer system and completing workflow.
- Maintaining a basic knowledge of repeat prescriptions so that should it be necessary, you can issue from the computer record in line with Practice policy and protocol.
Telephone
- Have working knowledge of telephone/bleep system, during and after hours.
Other Tasks
- Ensure that the consulting rooms and waiting area are checked at the end of each consulting session and left clean, tidy and secure.
- Ensure building security have thorough knowledge of doors/windows/alarm.
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Scanning of mail onto computer system and completing workflow.
- Any other tasks allocated by Office Manager/Reception Manager.
- Attending and participating in Clinical Governance and Staff Meetings.
Start and End of Day Procedures.
Be able to open up premises at the start of the day, unset alarm and ensure that all equipment such as fax machines, computers, printers and photocopiers are ready and make all necessary preparation to receive patients.
Be able to secure premises at end of day, checking all windows, doors are closed, toilets empty, internal lights off, fax is full of paper, all other equipment is off and alarm activated.
Person Specification
Qualifications
Essential
- GCSE Grade A - D in English and Maths
- Must be willing to undertake a level 2 in customer service and have not completed a level 2 NVQ in the past.
Experience
Essential
- An ability to use own judgement, resourcefulness and common sense. An understanding, acceptance and adherence to the need for strict confidentiality. Able to work as a member of a team. Ability to work without direct supervision and determine own workload priorities. Good Keyboard skills. Able to work under pressure Able to work in a changing environment Able to use own initiative A sense of humour. Pleasant and articulate Ability to use own judgement, resourcefulness and common sense
Desirable
- Experience of working in a customer service role.
- Flexibility of working hours/ able to work at the desired times.
Person Specification
Qualifications
Essential
- GCSE Grade A - D in English and Maths
- Must be willing to undertake a level 2 in customer service and have not completed a level 2 NVQ in the past.
Experience
Essential
- An ability to use own judgement, resourcefulness and common sense. An understanding, acceptance and adherence to the need for strict confidentiality. Able to work as a member of a team. Ability to work without direct supervision and determine own workload priorities. Good Keyboard skills. Able to work under pressure Able to work in a changing environment Able to use own initiative A sense of humour. Pleasant and articulate Ability to use own judgement, resourcefulness and common sense
Desirable
- Experience of working in a customer service role.
- Flexibility of working hours/ able to work at the desired times.
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.
