We are seeking a friendly and organised Receptionist / Administrator to join our team working 37.5 hours per week, Monday - Friday 10:30am - 18:30.
We would ideally like the candidate to have experience working with the clinical system, SystmOne, however this is not essential. We also use PATCHS and AccuRx so experience with this would be great. It would also be beneficial for the candidate to have experience working on the standard reception tasks listed within the full job descriptions, as well as additional administrative tasks ie; referrals, ERS, docman post processing, managing practice email accounts etc., although this is not an essential requirement. Full training will be provided to the successful candidate.
It is essential that you have experience of working with the public, customer service or patient facing type role. Full training will be provided either way.
The practice is open Monday - Friday 08:00 - 18:30 & Saturdays 09:00 - 12:00.
Main duties of the job
1. Ensure efficiency of appointment system and monitor flow of patients into consulting and treatment rooms.
2. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover. Ensure necessary procedures are completed.
3. Respond to all queries and requests for assistance from patients and other visitors in a helpful and friendly manner.
4. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
5. Ensure that repeat prescriptions are actioned within 2 working days.
6. Ensure reception and waiting areas are kept neat and tidy.
7. To provide holiday and sickness cover for other receptionist/administrators when required.
Management of Appointment Systems
Management of Medical Records
Operation of Telephone System
Start and End of Day Procedures
1. Open up premises at the start of day and make all necessary preparation to receive patients. (Relevant to those staff members covering the morning shifts)
2. Secure premises at end of day, ensure the building is totally secured, internal lights off and alarm activated if you are the last member of staff to leave the health centre.
About us
The Albany Practice is a dedicated GP Practice committed to delivering high-quality healthcare services to the local community. We value compassionate care, professionalism, and a collaborative team environment that supports continuous improvement and patient well-being.
We are one of three GP practices located within Brentford Health Centre.
Our clinical team is formed of two GP partners, one salaried GP, Advanced Nurse Practitioners, Physician Associate, Pharmacists, Pharmacist Technician, Practice Nurses and Healthcare Assistants. We also have receptionists, administrators, assistant practice manager, practice manager and a business manager who form our great administrative support team.
Our practice is open Monday - Friday 08:00 - 18:30 & Saturdays 09:00 - 12:00.
Job responsibilities
Role Purpose: To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff. To deal efficiently with patient-related administration and data entry requirements.
1. Ensure efficiency of appointment system and monitor flow of patients into consulting and treatment rooms.
2. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover. Ensure necessary procedures are completed.
3. Respond to all queries and requests for assistance from patients and other visitors in a helpful and friendly manner.
4. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
5. Ensure that repeat prescriptions are actioned within 2 working days.
6. Ensure reception and waiting areas are kept neat and tidy.
7. To provide holiday and sickness cover for other receptionist/administrators when required.
Management of Appointment Systems
1. Ensure total familiarity with appointment systems.
2. To signpost patients to the most appropriate health professional.
3. Ensure that patients requests with regard to choice of GP and timing of appointments are met wherever possible.
4. Book appointments ensuring sufficient information is recorded to retrieve medical and computer record and to identify the purpose of the appointment.
5. Monitor effectiveness of the system and report any problems.
Management of Medical Records
1. To deal with new registrations and deductions.
2. To scan hospital letters and other patient-related documents into patients computer records, as and when required.
3. To enter patient related data onto the computer.
Operation of Telephone System
We use the cloud based telephone system X-On / SSO.
1. To receive and make calls as required, divert calls and take messages as appropriate.
2. Ensure that system is operational at the beginning of each day and switched over to answer phone service at the end of the day.
Start and End of Day Procedures
1. Open up premises at the start of day and make all necessary preparation to receive patients. (Relevant to those staff members covering the morning shifts)
2. Secure premises at end of day, ensure the building is totally secured, internal lights off and alarm activated if you are the last member of staff to leave the health centre.
Other
1. Each receptionist will be responsible for undertaking specific additional delegated tasks as mutually agreed, or as requested by the Practice Manager or GPs.
2. To comply with all relevant practice procedures, regulations and protocols, and to maintain confidentiality at all times with particular reference to patient and staff records.
3. To be responsible for own health and safety and to contribute to the safe working of the surgery.
Person Specification
Experience
* Professional and calm approach in dealing with members of the public, patients and practice staff.
* - Evidence of excellent verbal and written communication skills
* - Experience of working in a customer service role both on the telephone and face-to-face
* - Evidence of team working skills
* - Evidence of ability to work in an organised and methodical manner
* - Evidence of ability to work in a helpful and flexible manner
* - Experience in working with computers (Microsoft Work, Excel, Emails)
* -Ability to use initiative and to deal with unexpected situations
* - Ability to work under pressure
* - Ability to deal with difficult and demanding patients in a calm manner
* Experience of working in a GP practice
* Experience of working as a receptionist / administrator
* Experience with SystmOne (clinical system)
* Experience with PATCHS
* Experience with AccuRx
* Experience of using the telephone system X-On / SSO.
Qualifications
* GCSE qualifications are essential.
* Any form of qualification / courses completed related to:
* - Customer Services
* - Primary Care Administration
* Any form of qualifications received while working in Primary Care will always be beneficial to this role.
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.
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