Job summary
We are looking for an enthusiastic, reliable Receptionist / Administrator to join our friendly, supportive, and forward-thinking city-centre practice. This is an excellent opportunity for someone who enjoys working with people and thrives in a busy, patient-focused environment.
The ideal candidate will be confident and compassionate when interacting with patients, possess strong communication skills, and have a solid understanding of IT systems. The role involves a blend of administrative responsibilities and care navigation, helping to ensure patients are directed to the most appropriate service or clinician. If you're a team player with a positive attitude and a desire to contribute to the smooth running of a progressive healthcare setting, we'd love to hear from you.
Main duties of the job
The primary responsibility of the role is to welcome, assist, and direct patients to the appropriate service or healthcare professional in a courteous, efficient, and effective manner. The post-holder will work closely with the medical secretarial team, providing administrative support as needed in that area.
As a key member of a hardworking and supportive team, the successful candidate will also offer general assistance to the wider practice team and help ensure the delivery of a high standard of service. They will be expected to project a friendly and professional image to patients and visitors, both face-to-face and over the phone.
About us
Mount Pleasant Health Centre is one of thelargest training practices in Exeter, serving over 17,000 patients in apurpose-built premises. We are a SystmOne Practice. We pride ourselves onbeing a friendly and caring place to work, with an open-door policy and dailyteam meetings where there is no such thing as a stupid question. As aresult, the majority of our GP team is made up of doctors who were oncetrainees at the practice and enjoyed it so much they decided to stay.
Job description
Job responsibilities
Key Duties and Areas of Responsibility
The duties and responsibilities to be undertaken by members of thereception team may include any or all of the items in the following list. Thisis not an exhausted list, duties may be varied from time to time under thedirection of Reception Lead dependent on current and evolving Practice workloadand staffing levels.
Triage
Work closely with Triage Doctor to schedule medical appointments based onincoming referrals.
Managing eConsolation anddirecting or handling queries accordingly.
Liaising with patients with regardsto bookings (text & emails).
Returning patients phone calls anddeal with queries.
Maintaining and monitoring the practicesappointments system.
Administration
Process radiology (imagingreferrals, ultrasound requests).
Administration of Out of Area Registrations(queries, further information needed, letter etc.).
Processing prescriptions inaccordance with Practice guidelines (general & repeated).
Handling general emails and ensureprofessional and prompt reply (patients, x-rays, scans etc.).
Filing and retrieving paperwork / patientsrecords.
Computer data entry/dataallocation and collation; processing and recording information in accordancewith practice procedures.
Filing, photocopying, extracting,and scanning on to medical records.
Completing various forms,including insurance forms and registrations for treatment of patients.
Identifying and sorting medicationreview appointments or blood tests.
Dealing appropriately with tasksand notifications to and from Doctors, Nurses, PCN team and other health professionals.
New patients registration(including temporary patients) checking forms, printing forms and updatingthe system.
Follow-up on results from hospitalor laboratory.
Manging tasks forwarded by GPs anddeal with their queries accordingly.
Administration of urgentnotifications on SystmOne.
New-born administration(registration, vaccinations, follow-up, appointment etc.).
Processing deaths and update thesystem accordingly.
Processing and distributingincoming and outgoing mail.
Helpingwith medical secretarial duties as and when required (referrals, letters, follow-ups etc).
Phone calls
Processing telephone requests forappointments, visits and telephone consultations and ensuring callers aredirected to the appropriate healthcare professional.
Taking messages and passing oninformation accordingly.
Handling referral queriesfrom patients.
Book appointments - complex(example-HGV, Mother & baby, minor operations).
Cancelling appointments andrebooking in accordance with GPs availability.
Giving blood test results topatients based on GPs comments.
Front Desk
Receiving and routing patients forappointments on arrival
Deal with all general patientenquiries, explain procedures and make new and follow-up appointments.
Handing out prescriptions as wellas dealing with samples/specimens from patients.
Ensure that visitors have beenlogged on a visitors book and signed out when they leave the premises.
Receiving deliveries and makingsure the recipient is notified.
Other General Responsibilities
Opening up/locking-up of practicepremises and maintaining security in accordance with practice protocols.
Initiating contact with andresponding to requests from patients, other team member and associatedhealthcare agencies and providers.
Assist clinicians with chaperoneduties following chaperone training completion.
Booking an ambulance as and whenrequired.
IGPR / Reports / Adstra.
Performance of any otherreasonable duties requested by the Doctors, Practice Manager or Reception TeamLeader.
Confidentiality
In the course of seeking treatment, patients entrust us with, orallow us to gather, sensitive information in relation to their health and othermatters. They do so in confidence and have the right to expect that staff willrespect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description,the post-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcare workers. Theymay also have access to information relating to the practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relating to patients, carers, colleagues, otherhealthcare workers or the business of the practice may only be divulged toauthorised persons in accordance with the practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their ownand others health, safety and security as defined in the practice Health &Safety Policy, to include:
Using personal security systemswithin the workplace according to practice guidelines.
Identifying the risks involved inwork activities and undertaking such activities in a way that manages thoserisks.
Making effective use of trainingto update knowledge and skills.
Using appropriate infectioncontrol procedures, maintaining work areas in a tidy and safe way and free fromhazards.
Reporting potential risksidentified.
Equality and Diversity
The post-holder will support the equality, diversity and rights ofpatients, carers and colleagues, to include:
Acting in a way that recognisesthe importance of peoples rights, interpreting them in a way that isconsistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers and colleagues.
Behaving in a manner which iswelcoming, non-judgmental.
Personal/Professional Development
The post-holder will participate in any training programmeimplemented by the practice as part of this employment, such training toinclude:
Completing all mandatory trainingon eLearning/Bluestream, ensuring that it is always up to date.
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within thepractice, and will:
Alert other team members to issuesof quality and risk.
Assess own performance and takeaccountability for own actions, either directly or under supervision.
Contribute to the effectiveness ofthe team by reflecting on own and team activities and making suggestions onways to improve and enhance the teams performance.
Work effectively with otherprofessionals / teams to meet patients needs.
Effectively manage own time,workload and resources.
Communication
The post-holder should recognise the importance of effectivecommunication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers in a positive friendly manner.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Job description
Job responsibilities
Key Duties and Areas of Responsibility
The duties and responsibilities to be undertaken by members of thereception team may include any or all of the items in the following list. Thisis not an exhausted list, duties may be varied from time to time under thedirection of Reception Lead dependent on current and evolving Practice workloadand staffing levels.
Triage
Work closely with Triage Doctor to schedule medical appointments based onincoming referrals.
Managing eConsolation anddirecting or handling queries accordingly.
Liaising with patients with regardsto bookings (text & emails).
Returning patients phone calls anddeal with queries.
Maintaining and monitoring the practicesappointments system.
Administration
Process radiology (imagingreferrals, ultrasound requests).
Administration of Out of Area Registrations(queries, further information needed, letter etc.).
Processing prescriptions inaccordance with Practice guidelines (general & repeated).
Handling general emails and ensureprofessional and prompt reply (patients, x-rays, scans etc.).
Filing and retrieving paperwork / patientsrecords.
Computer data entry/dataallocation and collation; processing and recording information in accordancewith practice procedures.
Filing, photocopying, extracting,and scanning on to medical records.
Completing various forms,including insurance forms and registrations for treatment of patients.
Identifying and sorting medicationreview appointments or blood tests.
Dealing appropriately with tasksand notifications to and from Doctors, Nurses, PCN team and other health professionals.
New patients registration(including temporary patients) checking forms, printing forms and updatingthe system.
Follow-up on results from hospitalor laboratory.
Manging tasks forwarded by GPs anddeal with their queries accordingly.
Administration of urgentnotifications on SystmOne.
New-born administration(registration, vaccinations, follow-up, appointment etc.).
Processing deaths and update thesystem accordingly.
Processing and distributingincoming and outgoing mail.
Helpingwith medical secretarial duties as and when required (referrals, letters, follow-ups etc).
Phone calls
Processing telephone requests forappointments, visits and telephone consultations and ensuring callers aredirected to the appropriate healthcare professional.
Taking messages and passing oninformation accordingly.
Handling referral queriesfrom patients.
Book appointments - complex(example-HGV, Mother & baby, minor operations).
Cancelling appointments andrebooking in accordance with GPs availability.
Giving blood test results topatients based on GPs comments.
Front Desk
Receiving and routing patients forappointments on arrival
Deal with all general patientenquiries, explain procedures and make new and follow-up appointments.
Handing out prescriptions as wellas dealing with samples/specimens from patients.
Ensure that visitors have beenlogged on a visitors book and signed out when they leave the premises.
Receiving deliveries and makingsure the recipient is notified.
Other General Responsibilities
Opening up/locking-up of practicepremises and maintaining security in accordance with practice protocols.
Initiating contact with andresponding to requests from patients, other team member and associatedhealthcare agencies and providers.
Assist clinicians with chaperoneduties following chaperone training completion.
Booking an ambulance as and whenrequired.
IGPR / Reports / Adstra.
Performance of any otherreasonable duties requested by the Doctors, Practice Manager or Reception TeamLeader.
Confidentiality
In the course of seeking treatment, patients entrust us with, orallow us to gather, sensitive information in relation to their health and othermatters. They do so in confidence and have the right to expect that staff willrespect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description,the post-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcare workers. Theymay also have access to information relating to the practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relating to patients, carers, colleagues, otherhealthcare workers or the business of the practice may only be divulged toauthorised persons in accordance with the practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their ownand others health, safety and security as defined in the practice Health &Safety Policy, to include:
Using personal security systemswithin the workplace according to practice guidelines.
Identifying the risks involved inwork activities and undertaking such activities in a way that manages thoserisks.
Making effective use of trainingto update knowledge and skills.
Using appropriate infectioncontrol procedures, maintaining work areas in a tidy and safe way and free fromhazards.
Reporting potential risksidentified.
Equality and Diversity
The post-holder will support the equality, diversity and rights ofpatients, carers and colleagues, to include:
Acting in a way that recognisesthe importance of peoples rights, interpreting them in a way that isconsistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers and colleagues.
Behaving in a manner which iswelcoming, non-judgmental.
Personal/Professional Development
The post-holder will participate in any training programmeimplemented by the practice as part of this employment, such training toinclude:
Completing all mandatory trainingon eLearning/Bluestream, ensuring that it is always up to date.
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within thepractice, and will:
Alert other team members to issuesof quality and risk.
Assess own performance and takeaccountability for own actions, either directly or under supervision.
Contribute to the effectiveness ofthe team by reflecting on own and team activities and making suggestions onways to improve and enhance the teams performance.
Work effectively with otherprofessionals / teams to meet patients needs.
Effectively manage own time,workload and resources.
Communication
The post-holder should recognise the importance of effectivecommunication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers in a positive friendly manner.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Person Specification
Experience
Desirable
* Experience working in a GP practice is desirable but not essential as training will be provided.
* Experience working on SystmOne desired or related clinical systems.
* Good understanding of NHS terminology.
Qualifications
Essential
* GCSE grade A to C in English and Maths or equivalent.
* Proficient in the use of computers and common office software.
Desirable
* NVQ Level 2 Customer Service or equivalent.
* Medical Terminology Certificate.
* Knowledge of SystmOne or similar clinical systems.
Personal characteristics
Essential
* Excellent organisational and interpersonal skills.
* Strong communication skills, both written and verbal, with the ability to communicate effectively with a wide range of stakeholders.
* A keen attention to detail and the ability to work accurately and efficiently.
* Able to remain calm when under pressure.
* Always be professional and polite to patients.
* Willingness to learn new skills.
* To support and adapt to the changing environment.
* Ability to work independently as well as part of a team.
Person Specification
Experience
Desirable
* Experience working in a GP practice is desirable but not essential as training will be provided.
* Experience working on SystmOne desired or related clinical systems.
* Good understanding of NHS terminology.
Qualifications
Essential
* GCSE grade A to C in English and Maths or equivalent.
* Proficient in the use of computers and common office software.
Desirable
* NVQ Level 2 Customer Service or equivalent.
* Medical Terminology Certificate.
* Knowledge of SystmOne or similar clinical systems.
Personal characteristics
Essential
* Excellent organisational and interpersonal skills.
* Strong communication skills, both written and verbal, with the ability to communicate effectively with a wide range of stakeholders.
* A keen attention to detail and the ability to work accurately and efficiently.
* Able to remain calm when under pressure.
* Always be professional and polite to patients.
* Willingness to learn new skills.
* To support and adapt to the changing environment.
* Ability to work independently as well as part of a team.
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
Mount Pleasant Health Centre
Address
Mount Pleasant Health Centre
Mount Pleasant Road
Exeter
EX4 7BW
Employer's website #J-18808-Ljbffr