Job summary
We are looking for a dynamic and enthusiastic person to join our practice administration team.
You will be first point of contact at the practice so need to have a patient and empathetic nature. The role mainly involves patient contact either telephone or face to face at the reception desk but you will also be required to deal with online queries and requests via electronic means. We offer patients a choice of routine appointments, where available, and urgent appointments via our triaging process so the ability to take detailed and accurate information is a must as well as signposting patients to external service providers. The role is more that just answering the phone to our patients as we have many other essential non patient contact admin tasks that need completing on a daily basis.
Main duties of the job
In brief you will be expected to:
* To provide a confidential, courteous and efficient service to patients in respect of appointment administration, queries and administration, either on the telephone or at Reception
* To work as part of a team providing support and back-up to colleagues as required.
This is a role for someone who enjoys Team working and dealing with people.
About us
* You will primarily be working from our large, light and airy Administration Room in a purpose built health centre.
* You will be on a rota for occasional sessions working at our Reception Desk.
* The Admin Team is part of the larger Primary Care Team including Doctors, Nurses, Pharmacists, Paramedics etc.
* The Practice work ethic is very much that we are all valuable Team members working towards the same goal - excellent patient care.
* You will find a very supportive, friendly and inclusive environment where we encourage staff to enhance their roles and engage in training.
Job description
Job responsibilities
KEYRESPONSIBILITIES AND TASKS
* Answering the telephone. Dealing with requests from patients for appointments, general enquiries, test results, prescriptions etc.
* Administration of patient appointments - routine & urgent GP appointments, nurse, HCA & phlebotomy appointments, physio, advance nurse practitioner appointments. Booking flu and covid clinic appointments. Monitoring recalls and patient bookings for minor surgery, smear and coil/implant clinics.
*Directing patients towards the practice online digital contact tools for urgent appointments, medication requests and new patient registrations.
* Dealing with patient requests for homevisits
* Phoning patients with messages fromDoctors/Nurses as directed
* Maintenance of patient records - electronic and paper
* Taking post to Post Office
* Taking details of certificate requestsfrom patients
* Administration of requests frompatients of non-NHS services such as requests and payment for private forms and vaccinations.
*General administration to support the practice management team and clinical team.
Person Specification
Experience
Desirable
1. Previous similar experience working in either general practice or a hospital based post would be desirable.
2. Working knowledge of SystmOne would be highly desirable.
Qualifications
Essential
3. IT Skills - at minimum you must be proficient in using Microsoft office.
4. Accurate data inputting skills
5. Patient and empathetic nature
6. Excellent telephone manner
7. previous experience of office administration & customer service
Desirable
8. Previous experience in a healthcare setting or the NHS
9. business administration qualification