Job summary
We are looking for a welcoming and efficient Administrator/ Receptionist to join our practice team.
As part of our 'front of house' team you must have a passion for people and delivering great service to our Patients.
As the first point of contact for patients, you will manage phone calls, schedule appointments and assist with various administrative tasks. (Please look at the Job description for more detail).
Your role is crucial in ensuring a smooth and positive experience for everyone who visits our practices.
Why work with us:
Become a vital part of our dedicated team and gain the unique experience of working across two well-established practices where your contributions directly impact patient care.
We offer a supportive and collaborative work environment where you will be working alongside a team of 8 Administrators.
You will play a key role in helping patients receive the care they need.
Main duties of the job
The role involves face to face and telephone interactions on
a day to day basis and supporting our core Administration processes - Great IT
skills would be an advantage.
Experience in General Practice would be beneficial, however
we are able to provide a comprehensive induction process to any candidates new
to the healthcare industry with the right skills.
About us
Stratford Health Centre and The Forest Practice are a Primary Care Practice group comprising a population of over 16,000 patients and growing.
We operate within the London Borough of Newham and are part of the wider Newham NW2 Primary Care Network with a population of over 40,000 patients overall.
Our two sites are just 1 kilometer apart and operationally integrated with our policies and procedures aligned.
Both our Clinical and Administrative teams support our service delivery across both practices and this provides a more flexible and productive operating model.
We are always looking for new talent and welcome ideas and initiatives to support patient service, Team development and Practice sustainability.
Job description
Job responsibilities
- Greet Patients politely and ensure the appointment system is run efficiently.
- Ensure Patients are kept informed appropriately if a clinician is running late.
- Advise Patients of relevant charges for non NHS services, accept payment and issue receipts in accordance with our policy.
- Register new Patients and book in for an NHS health-check if required.
- Respond to all queries and requests for assistance from Patients and other visitors to the Practice.
- All visitors to the Practice are correctly signed in and informed of the relevant Fire / Health & Safety requirements
- Respond to any complaints appropriately and actively seek advice if required to ensure a positive solution is achieved for the Patient.
- Offer additional Patient services as advised by the Practice Management Team.
- Be confident where emergency equipment and drugs are located within the building
- Ensure all Patient noticeboards and communication contains relevant information and are kept updated as required.
- Ensure that all documents/supplies required to run the practice effectively are readily available at the start of your shift.
Appointment Management
- Be confident with the EMIS system in booking appointments, and understand the times clinics are available, duration of appointments and the availability of the Clinicians including Nurses and Healthcare Assistants.
- Successfully Triage each patient ensuring the best care solution is offered.
- Be confident in Navigating patients effectively based on their needs including Pharmacy and community based services.
- When an appointment is booked, review and follow up any system messages advising of additional services / reviews that should be offered to the Patient.
- Ensure sufficient appointments are blocked off for NHS 111 scenarios and Telephone Consultations as required by the Practice.
Prescription Management
- Ensure Prescription Requests are handled effectively in line with our Practice policy
- Generate electronic prescriptions and repeat prescriptions as required, ensuring our operating deadlines are achieved.
- Make regular checks of prescriptions to be collected and follow up appropriately
General Administration
- Ensure all relevant Patient interaction is appropriately and accurately recorded on the Patients electronic file as it occurs.
- Ensure paper records are kept accurately, tidy and are easily retrievable.
- Carry out scanning of clinical documents, ensuring accuracy of matching to the Patients record.
- Ensure efficient storage and handling of scanned letters and documentation for confidential destruction.
- Retrieve and File documentation and records as required by the Management Team
- Ensure electronic tasks, internal e-mails and any letters or documents that are assigned to you are actioned within the Practice guidelines and if any task becomes unmanageable or support is required, this should be flagged to the Management Team. Completion of each task should be confirmed to the Management Team. This is particularly important with Priority tasks and Two week wait referrals where Patient care could be in jeopardy if the task is not followed up and completed correctly.
- Mail received into the Practice is opened, date stamped and sorted appropriately for onward internal distribution
- Handle deductions effectively ensuring relevant medical records are transferred appropriately to the receiving Practice.
- Handle telephone calls in and out effectively and ensure appropriate follow up.
- Handle incoming medical notes for new Patients and ensure these are managed effectively and filed appropriately.
- Demonstrate an understanding and adherence to the GP Practice Policies and Procedures.
- Maintain a clean, tidy and safe working environment at all times.
Additional Responsibilities
- Open up/lock up the Practice as required and ensure all Fire Exits are maintained
- Carry out and Record the Daily Health and Safety Checks
- Carry out and Record the Daily Fridge temperatures
- Ensure all consultation rooms are correctly stocked with essential supplies
Job description
Job responsibilities
- Greet Patients politely and ensure the appointment system is run efficiently.
- Ensure Patients are kept informed appropriately if a clinician is running late.
- Advise Patients of relevant charges for non NHS services, accept payment and issue receipts in accordance with our policy.
- Register new Patients and book in for an NHS health-check if required.
- Respond to all queries and requests for assistance from Patients and other visitors to the Practice.
- All visitors to the Practice are correctly signed in and informed of the relevant Fire / Health & Safety requirements
- Respond to any complaints appropriately and actively seek advice if required to ensure a positive solution is achieved for the Patient.
- Offer additional Patient services as advised by the Practice Management Team.
- Be confident where emergency equipment and drugs are located within the building
- Ensure all Patient noticeboards and communication contains relevant information and are kept updated as required.
- Ensure that all documents/supplies required to run the practice effectively are readily available at the start of your shift.
Appointment Management
- Be confident with the EMIS system in booking appointments, and understand the times clinics are available, duration of appointments and the availability of the Clinicians including Nurses and Healthcare Assistants.
- Successfully Triage each patient ensuring the best care solution is offered.
- Be confident in Navigating patients effectively based on their needs including Pharmacy and community based services.
- When an appointment is booked, review and follow up any system messages advising of additional services / reviews that should be offered to the Patient.
- Ensure sufficient appointments are blocked off for NHS 111 scenarios and Telephone Consultations as required by the Practice.
Prescription Management
- Ensure Prescription Requests are handled effectively in line with our Practice policy
- Generate electronic prescriptions and repeat prescriptions as required, ensuring our operating deadlines are achieved.
- Make regular checks of prescriptions to be collected and follow up appropriately
General Administration
- Ensure all relevant Patient interaction is appropriately and accurately recorded on the Patients electronic file as it occurs.
- Ensure paper records are kept accurately, tidy and are easily retrievable.
- Carry out scanning of clinical documents, ensuring accuracy of matching to the Patients record.
- Ensure efficient storage and handling of scanned letters and documentation for confidential destruction.
- Retrieve and File documentation and records as required by the Management Team
- Ensure electronic tasks, internal e-mails and any letters or documents that are assigned to you are actioned within the Practice guidelines and if any task becomes unmanageable or support is required, this should be flagged to the Management Team. Completion of each task should be confirmed to the Management Team. This is particularly important with Priority tasks and Two week wait referrals where Patient care could be in jeopardy if the task is not followed up and completed correctly.
- Mail received into the Practice is opened, date stamped and sorted appropriately for onward internal distribution
- Handle deductions effectively ensuring relevant medical records are transferred appropriately to the receiving Practice.
- Handle telephone calls in and out effectively and ensure appropriate follow up.
- Handle incoming medical notes for new Patients and ensure these are managed effectively and filed appropriately.
- Demonstrate an understanding and adherence to the GP Practice Policies and Procedures.
- Maintain a clean, tidy and safe working environment at all times.
Additional Responsibilities
- Open up/lock up the Practice as required and ensure all Fire Exits are maintained
- Carry out and Record the Daily Health and Safety Checks
- Carry out and Record the Daily Fridge temperatures
- Ensure all consultation rooms are correctly stocked with essential supplies
Person Specification
Experience
Desirable
- Experience of working in a primary care setting
- Experience of working in a GP practice
Qualifications
Essential
- GCSE grade A to C in English and Maths
Person Specification
Experience
Desirable
- Experience of working in a primary care setting
- Experience of working in a GP practice
Qualifications
Essential
- GCSE grade A to C in English and Maths
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.
