Job Summary
The purpose of this multi‑skilled role is to undertake a wide range of administration duties as well as face‑to‑face and telephone interactions with patients and visitors of Inclusion, in our busy administration office and reception areas.
Responsibilities
* Provide a high quality and effective reception and administrative support service which promotes good customer service and effective working relationships.
* Receive, assist and direct patients in accessing services in a courteous, efficient and effective way.
* Offer general assistance to the wider team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
* Undertake a variety of administrative duties to assist in the smooth running of the practice.
* All Administrators at Inclusion are expected to cover the roles and responsibilities of a receptionist / administration staff at the surgery at any time when required as part of our rota and the job description.
* Answer the telephone quickly and professionally.
* Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record.
* Deal with patient queries, ordering prescriptions and dealing with external agencies.
* Scan letters and file them onto SystmOne, register patients on SystmOne and use templates to enter data.
* Use the tasks function to relay information to the team.
* Ensure total familiarity with all appointment systems, including regular and incidental variations.
* Monitor the effectiveness of the system and report any problems or variations to the Reception/Administration Manager.
* Maintain filing and administrative systems; file patient records and correspondence in patient medical records.
* Complete own tasks on the workflow list.
* Import, amend and delete templates and documents.
* Assist with gathering statistics and information when required.
* Process incoming and outgoing mail and ensure distribution to relevant departments.
* Perform general administrative duties such as photocopying, filing e‑referrals and setting up patient referrals, including community, hospital and 2‑week wait referrals.
* Register new patients, arrange patient transport/ambulance where necessary and maintain safeguarding patient records.
* Invite patients who are not up to date with their immunisations for screening and process scanned workflow and documentation onto patient records.
* Learn and take on additional administrative roles when asked, and act as an administrator responsible for patient care.
* Maintain effective and efficient office systems, including filing, post and accessing electronic diaries.
* Photocopy and word‑process documents, letters and emails when required.
* Operate and maintain a room booking system for clinic rooms and perform other duties as reasonably requested.
* Provide a professional, calm, friendly, effective and efficient reception service to users, relatives and visitors, employing tact or persuasion skills where required.
* Deal with general enquiries relating to the building and explain procedures when necessary.
* Liaise day‑to‑day with relevant colleagues to maintain high‑standard experiences.
* Develop effective relationships with professional colleagues and agencies to ensure smooth delivery of care.
* Vary communication style and use Language Line interpreter systems when appropriate.
* Ensure clear lines of communication and collaborate with all relevant healthcare professionals and agencies.
* Answer telephone calls, transfer calls as required or take routine messages and direct to appropriate staff.
* Organise own day‑to‑day work tasks, plan and organise straightforward activities.
* Promote the image of the practice, ensuring notices and leaflets are up to date and well presented.
* Prepare and maintain reception and waiting areas, keeping public areas clean and tidy.
* When the premises officer is on leave, perform opening and closing procedures to the reception area.
Physical Element of the Role
The post requires some physical effort depending on the area of work.
Staff and Training
Ensure all aspects of staff training relating to your role and working at Inclusion are completed in a timely manner and updated at prescribed intervals, including all aspects of Bluestream and any other online training. Participate in continuing personal development and life‑long learning, identifying any relevant training needs. Participate in an annual individual performance review and maintain a record of personal and professional development.
Systems and Equipment
Good knowledge of IT and the ability to use a computer.
Safeguarding Responsibilities
Inclusion takes the issues of safeguarding children, adults and addressing domestic violence very seriously. All employees have a responsibility to support Inclusion in our duties by attending mandatory training on safeguarding children and adults, familiarising themselves with legislation, adhering to national and local policies, procedures, practice guidance (e.g. LSCB Child Protection Procedures) and professional codes, and reporting any concerns to the appropriate authority/lead.
Infection Control
To support Inclusion in achieving a reduction in healthcare‑associated infections:
* Carry out duties placed on employees by the Health Act 2006.
* Be familiar with and comply with Trust policies and guidelines on infection control.
* Attend all mandatory training in relation to infection control.
Risk Management / Health and Safety
Employees must be aware of the responsibilities placed on them under the Health & Safety at Work Act 1974, ensure that agreed safety procedures are carried out and maintain a safe environment for employees, patients and visitors.
Smoking at Work
Inclusion operates a non‑smoking policy. Employees are not permitted to smoke anywhere within the premises or during working time, and when representing Inclusion.
Policies and Procedures
Inclusion employees are expected to follow policies, procedures and guidance as well as professional standards and guidelines. Copies of Inclusion's policies can be accessed via Trello, Staff Handbook or via your Manager/HR Department.
About Us
We are a not‑for‑profit social enterprise delivering responsive, compassionate primary care to groups at risk of marginalisation. With over 25 years of experience supporting the homeless community and more than 10 years working with asylum seekers, we operate three GP practices and the No.5 Recovery Hub – a day centre for people with street lifestyles who use alcohol or substances.
Employer Details
Inclusion Healthcare CIC
Charles Berry House
45 East Bond Street
Leicester
Leicestershire
LE1 4SX
Employer's Website
https://inclusionhealthcare.co.uk/
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