About this role
Job summary
A fantastic opportunity has arisen for a full-time Receptionist/Administrator to join our growing team at Trinity Medical Centre, where our patient list size is approximately 5,400. Our working hours are between 8am and 6:30pm Mon-Friday (hours to be agreed).
We are looking for someone who is:
Caring and understands the importance of good service delivery
Enthusiastic and self-motivated
A good team player who is flexible and can support and work alongside colleagues
Familiar with the day to day working within a GP Practice
Confident in the use of IT and technology
Eager to learn all aspects of the operations within General Practice
Previous Applicants need not apply
Main duties of the job
Duties
Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
Deal with all general enquiries, either face to face, by telephone or email and having the ability to explain the processes and procedures that we work to
Ensure patients are kept informed and receive the best possible service
Prioritising own workload and resources by effective time management
Undertaking assigned tasks, including patient liaison, document processing, updating records, stock control
Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
Receive and make telephone calls and process emails as required. Divert calls and take messages, ensuring accuracy of detail and prompt and appropriate delivery.
Prioritise patient appointments/home visits and liaising with the Duty Doctor when necessary
Action all repeat prescriptions either electronically or manual as per the written protocol
Advise patients of relevant charges for private (Non-GMS) services, accept payment and issue receipts for the same
Administration of non-NHS Services such as medicals, copies of records for insurance purposes
Premises: Open and Close
Ensure patients are registered accurately and in timely manner
Provide cover for colleague absences, sickness or annual leave when requested
About us
Overview of your organisation
Trinity Medical Centre is a well established Practice and has been serving the local community for over 25 years.
We have 3 GP Partners, 1 Salaried GP, 1 Nurse Practitioner, 1 Nurse Prescriber and 1 Healthcare Assistant.
Our strong comprehensive Administrative and Reception Team offer support to our clinical team.
We are very patient focused and feedback via the Friends and Family Test and the GP Patient Survey is extremely positive.
Working with Keele Medical School, we take medical students on placement annually, playing a part in the training and education of our future doctors.
Job description Job responsibilities
Job Description
Job Title: Receptionist/Administrator
Hours: 37 Hours between 8.am and 6.30pm - Rota to be arranged
Accountable to: GP Partners & Practice Manager
Reports to: Practice Manager /Receptionist Team Leader
Location: Trinity Medical Centre
Job Summary
To receive, direct and assist our patients in accessing the appropriate healthcare service in a professional and courteous way, providing general administrative assistance to the practice efficiently and effectively and act as a focal point of communication between patients, doctors and other clinical and non-clinical staff.
Main Duties & Responsibilities:
Duties and responsibilities will include the following and may vary from time to time depending on the evolving workload and staffing levels.
Greet patients and visitors attending the surgery in an appropriate and professional manner at all times
Run the surgery appointment system efficiently to ensure patients are directed to the most appropriate healthcare professional and setting
Communicate with patients, relatives and carers using all methods available including telephone, face-to-face, text messages and e-mails
Process in person, by telephone and e-mail general enquiries ensuring accuracy of detail in all messages and ensuring these are actioned as necessary
Action all practice tasks and workflow comments daily in accordance with the practice guidelines
Explain practice arrangements and formal requirement to new patients and those seeking temporary cover and ensure procedures are completed
Process deduction of patients and receipt of medical records for newly registered patients
Liaise with hospital departments and consultants/secretaries for additional information and test results as required
Action repeat prescription requests and ensuring they are processed within 48 hours
Inform patients of relevant charges for Non-NHS services, accept payment and issue receipts for same
Update patient details to ensure correct and accurate details are held, i.e. correct address, telephone number and email address
Accurately scan and attach clinical and administrative information/correspondence onto patients' records
Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen
Issue correct and appropriate specimen containers and forms and ensure the correct information is obtained and completed on return of the specimen
Raise service requests with members of the wider healthcare team including District Nurses, Health Visitors, Community Matron, Palliative Care Nurses and other services
Maintain supplies of stationery in consulting rooms and reception area
Open up premises at the start of the day when first to arrive, de- activate alarm and make all necessary preparations to receive patients
When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated
Ensure that the reception area is tidy at the end of each surgery session in preparation for incoming colleagues
Organise the reception and waiting areas maintaining a tidy work area and a professional appearance of patient leaflets and notice boards
Provision of refreshments as required, keeping kitchen area clean & tidy and ensuring all dishes are washed
Undertake any other additional duties appropriate to the post as requested by The Partners or the Practice Manager
OTHER DUTIES & RESPONSIBILTIES
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff respect their privacy and act appropriately
All information gained during employment relating to practice business, patients and their carers, practice staff or other healthcare workers must remain confidential at all times
Information relating to patients, carers, colleagues, other healthcare workers of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal data and sensitive data
Take responsibility for the coordination of procedures to safeguard confidentiality
Health & Safety
To assist in promoting and maintaining health, safety and security as defined in the practice Health & Safety Policy to include:
Using personal security systems within the practice according to practice guidelines
Identify risks involved in work activities and undertaking such activities in a way that manages those risks
Make effective use of training and up-date knowledge and skills
Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Report potential risks identified
Equality and Diversity
Act in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation
Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behave in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights
Personal/Professional Development
Participate in any training programme implemented by the practice including Statutory and Mandatory training as required
Participation in an annual performance review
Responsible for maintaining a record of own personal and/or professional development
Responsible for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work
Maintain quality within the practice
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on own and team activities
Make suggestions on ways to improve and enhance the team's performance
Work effectively with individuals in other agencies to meet patient needs
Effectively manage own time, workload and resources
Communication
Recognise the importance of effective communication within the team
Communicate effectively with all visitors to the practice
Recognise people's needs for alternative methods of communication and respond accordingly
Contribute to the implementation of services
Apply practice policies, standards and guidance
Discuss with other members of the team how these affect own work
Participate in audits
Make suggestions and recommendation of how to change/improve services provided
Please note that as a member of the practice team, you should:
Implement maximum flexibility of work to maintain a high level of efficiency, i.e. working in any area of the practice if requested to do so, according to the needs of the practice
Comply at all times to the Staff Contract, Standard Operating Procedures and any other practice rules and procedures, including CQC policies, Data Protection and GDPR
Working Environment
The role will usually be based within the practice, however a temporary transfer or secondment may be required to other parts of the practice or alternative locations in case of an emergency or if the needs of the practice or PCN require
This job description is not intended to be an exhaustive list of all the tasks you will ever be expected to do. It is merely a guide to the main ones. The Practice Manager may well allocate other tasks to you from time to time and they will be discussed with you at the time
Person Specification
Qualifications Essential
QUALIFICATIONS Essential Good standard of general education Standard Grade Mathematics or equivalent Standard Grade English or equivalent EXPERIENCE Essential Practical experience of working with others Experience of using own initiative Experience of customer service SKILLS Essential Good communication skills (Written and Oral) IT and Keyboard skills The ability to follow procedures and work to deadlines Ability to handle situations of potential conflict Interpersonal skills BEHAVIOURS Essential Planning and organising Performing under pressure Adaptability to change Team working Self motivated Flexibility Confidentiality Awareness of potential conflicts of interest
Desirable
EXPERIENCE Desirable Experience of working within a General Practice Reception environment Practical experience of computerised recording systems SKILLS Desirable Problem solving
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 Trinity Medical Centre
Address Uttoxeter Road
Blythe Bridge
Stoke-on-Trent
ST11 9HQ
United Kingdom
Employer's website https://www.trinitydrs.co.uk/ (Opens in a new tab)