We are currently seeking a capable, enthusiastic, andcommitted Practice Team administrator/receptionist to join our close-knit,hardworking, and friendly team. While prior experience with SystmOne and theNHS is advantageous, it is not mandatory.
Our admin team provide an important first point of contactfor our patients. Excellent customer service and an empathetic approach isvital for this role. A good working knowledge of IT and proficient keyboardskills are important. Training will be given on the use of our clinical system.
We have 1 vacancyworking 17.5 hours per week over 3 days. These contracted hoursinclude working during ourextended hours service on a Saturday morning, on a rota basis.
The successful applicant should have the followingattributes:
Friendly and approachable with a sense of humour.
Flexibility to work morning and afternoon shifts, providecover for holidays and sickness
Able to work as part of a team and liaise appropriatelywith other healthcare professionals.
Main duties of the job
Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
About us
Puddletown Surgery is a friendly, rural, practice of two GP partners and one salaried GP, serving a population of 4,270 patients. We are a training practice and work from large modern, purpose-built premises. We dispense to 99% of our patients. The practice prides itself on high levels of patient satisfaction and its reputation as a centre of excellence. We actively encourage clinical and administrative staff in their own further training and professional development.
Job responsibilities
Job Overview
This role is dynamic andmultifaceted, involving administrative support for clinical staff and themanagement of patient requests in various formats; face to face, telephone, andthrough clinical systems. It demands an individual who can maintain composureduring busy periods, possesses excellent communication skills, IT proficiency,multitasking abilities and confidence in both independent and collaborativework within a supportive and flexible team environment.
General Administration
To have a thorough knowledge of all Practiceprocedures and to work in accordance with written protocols, always adhering topatient confidentiality.
Using the clinical computer system to managepatient information and book appointments
Filing incoming correspondence into patientrecords and workflow accordingly
Initiating contact with and responding torequests from patients, team members and external agencies
Other related tasks as delegated
Patient services
Welcoming and checking in patients into thesurgery
Acting in a courteous, respectful and helpfulmanner promoting the values of Puddletown Surgery, ensuring confidentiality ismaintained
Answer incoming phone calls and managing asappropriate
Managing patient appointments, e-Consultations,and assigning tasks to the appropriate clinician
Direct requests for information i.e. SubjectAccess Request, insurance/solicitors letters and DVLA forms to theadministrative team, retrieving notes if applicable
Providing additional information or signpostingpatients to other services
Monitor and maintain the waiting areas ensuringthat all information is up to date and relevant
Maintain a clean, tidy, effective working area
Open and close the surgery as directed byPractice protocol
Registrations of new patients and temporaryregistrations in line with Practice protocols
Update patients change of details in line withPractice protocols
Scanning of patient related documentation intopatient records
Managing transfer of patient paper records
Summarising new patients records
Other tasks
Ensure building security closing of doors and windows,use of alarm system
Any other tasks allocated by the PracticeManager or Team Leader
Manage all queries as necessary in an efficientmanner
Support colleagues, providing cover during staffabsences, and help cover annual Flu clinics
Ordering and monitoring of stationery supplies
Any other administrative task delegated to theteam by clinicians and health professionals
Actively participate in the Practice ContinuousPerformance Management process
Attending Practice meetings and trainingsessions as needed
Complete mandatory training as directed
Person Specification
Knowledge
* An understanding of a General Practice Reception environment
* Knowledge and or experience of SystmOne
Behaviours
* Performing under pressure/ ability to remain calm, controlled and professional
* Work effectively as a team member
* Self-motivated/resourceful
* Flexibility/available to work flexible hours demanded by the job
* Confidentiality and integrity
Experience
* Experience of working in a team
* Experience of using own initiative/multitasking
* Experience of providing excellent customer service
* Experience of working within a General Practice Reception environment
Qualifications
* English and Maths GCSE Grade C and above or equivalent
* NVQ 3 in Business Administration or Customer Services
Skills
* Excellent communication skills (Written and Oral)
* Prioritising, planning and organising
* Time management and the ability to work to deadlines
* Negotiation and conflict management
* Interpersonal skills
Attributes
* Willingness to learn
* Personable manner with a good sense of humour
* Well-presented and polite
* Enthusiastic, honest, empathetic and reliable
* Patient, tolerant, tactful, and discreet
* Able to recognise own limitations, identify learning needs and act on them appropriately
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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