Administrator/Reception

Job description

Job responsibilities

MERSTOW GREEN MEDICAL PRACTICE

JOB TITLE: PHONE ROOM / ADMINISTRATOR

REPORTS TO: OFFICE MANAGER/PRACTICE MANAGER

HOURS: PART TIME- 30 hours per week

Job Summary:

Support and provide the clinical staff with any help or assistance that they may require.

Be competent in all administration/telephone duties, Assist and care navigate patients to the appropriate service, promote these services. Have excellent communication skills and be able to work on own initiative and within a team. Liaise with all the GPs and the assigned Duty Doctor.

Project a confidential, professional, courteous, positive and friendly service to patients and visitors at all times either in person, via the telephone or letter. Provide first point of contact to resolve patient dispute. Adhere to and be confident in all practice procedure and protocols and work in accordance to all written practice protocols.

Reporting to and assisting the Office Manager

Job Responsibilities:

Telephone/Appointment Duties

• Prioritising incoming calls above non-urgent tasks in accordance to practice policy.
• Process requests by the patient and clinicians
• To be able to triage all phone calls professionally, courteously and appropriately
• Process Home Visit requests, liaising with the Duty GP, printing visit sheets and Maps
• Deal with all patient queries from the onset to outcome
• Be able to cover all reception positions as necessary and adhere to protocols in place within the reception team
• Contact patients via telephone or letter as and when required
• Thorough knowledge of the operation of the telephone system (out of Hours/answer phone system options)

Administration

• To work within a team in accordance with practice policy. Managing any task/workflow allocated to you or your team
• To facilitate the booking Appointments and Clinics.
• Have thorough knowledge of the CQC toolkit and continually review updated documents and keep up to date with e-learning modules.
• Shredding confidential information and bagging for monthly collection
• Have a thorough understanding of SARs/Insurance Reporting process and iGPR system
• Computerisation of all reports and managing follow up actions
• Provide the first point of contact to resolve patient dispute in accordance to practice policy
• Have a thorough knowledge of the significant event and complaints process
• Inform patients of their test results and action accordingly
• Liaise with Doctors/Nurses regarding GP Meetings and any other events
• Sort process and distribute external and internal post/emails
• Arrange meetings and maintain diary
• Filing. Pulling of notes. Housekeeping of notes room
• Have a working knowledge of the e-referral system process two week wait referrals
• Training of new phone room admin team members in accordance with practice policy
• Cover your team members annual leave/sickness as and when required
• Report to Office Manager any adverse administration issues

Person Specification

Knowledge and Skills

Essential

• Basic IT Skills essential

Desirable

• Previous customer service experience desirable.
• To be confidential, professional, courteous, positive, enthusiastic and friendly.

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

Merstow Green Medical Practice

Address

Abbey Lane

Evesham

Worcestershire

WR11 4BS

Employer's website

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