About this role
Job summary
Location: The Densham & Dovecot Surgeries, Lawson Street Health Centre
We are looking for a motivated, enthusiastic and adaptable Receptionist/Administrator to join our friendly and patient-focused team working across two small GP practices.
Based within shared premises, both practices are located on the same floor and operate from a shared reception and waiting area. This creates a collaborative and supportive working environment where teamwork, flexibility and excellent patient care are at the heart of everything we do.
The successful candidate will provide reception and administrative support across both practices and may, from time to time, assist with medical secretarial duties, patient recalls, data quality work and other Quality and Outcomes Framework (QOF) related activities as required.
We are looking for someone who is organised, reliable, approachable and able to communicate effectively with patients and colleagues. Candidates should have excellent customer service skills, a professional telephone manner, good IT skills and the ability to work both independently and as part of a close-knit team.
Previous experience working within a GP practice, NHS setting or healthcare administration role would be advantageous but is not essential. Experience of SystmOne is desirable, although training can be provided for the right candidate.
Main duties of the job
The successful candidate will provide a professional, efficient and friendly service to patients and visitors whilst supporting the administrative functions of both practices.
The role will encompass reception and administrative responsibilities, together with other duties appropriate to the post, which may include support for medical secretarial functions, patient recall programmes and Quality and Outcomes Framework (QOF) activities.
Duties will include:
Providing an effective and efficient reception service for patients and visitors. Dealing with patient enquiries in person, by telephone and electronically. Booking, cancelling and amending appointments. Signposting patients to the most appropriate service or healthcare professional. Processing prescriptions and general enquiries in accordance with practice procedures. Accurately entering and updating patient information on the clinical system. Managing incoming and outgoing correspondence. Supporting workflow processes, including scanning, coding and filing documents. Assisting clinicians and the wider practice team with administrative tasks. Liaising with hospitals, community services and other healthcare providers where appropriate. Supporting patient recall programmes and administrative projects as required.
About us
We are two established GP practices working collaboratively. Although we operate independently, we work closely together and share a reception area and waiting room, allowing us to provide a seamless and supportive service to our patients.
As smaller practices, with a patient population of around 4,000 patients each, we pride ourselves on maintaining a personal and friendly approach for both patients and staff. We believe in providing high-quality patient care whilst creating a positive, supportive and respectful workplace where every team member is valued.
Our clinical and administrative teams work closely together, and we recognise the importance of investing in our staff through training, development and ongoing support.
We are looking for someone who will contribute positively to our team culture and share our commitment to delivering excellent patient care and service.
At Hartlepool and Stockton Health GP Federation, our guiding aim is to improve the health and wellbeing of local people. Relationships are key to everything we do and by working with our practice members and their Primary Care Networks, as well as other local partners, we strive to provide excellent services that help people to live their best lives.
As part of this support, we are hosting this job advert on behalf of our member practices, The Densham & Dovecot Surgeries.
Job description Job responsibilities
Job Description -Receptionist / Administrator
Responsible to -Senior Administrator, Deputy Practice Manager and Practice Manager
Job Purpose
To provide a professional, efficient and friendly reception and administrative service across two GP practices operating from shared premises.
The postholder will assist patients in accessing the appropriate healthcare services and provide administrative support to clinicians and the wider practice team. The role will primarily involve reception and administrative duties, although the postholder may also be required to assist with other duties appropriate to the role, including medical secretarial support, patient recall programmes, data quality work and Quality and Outcomes Framework (QOF) related activities as required.
As a representative of both practices, the postholder will be expected to promote a positive and welcoming image to patients, visitors and colleagues at all times.
Key Responsibilities
Reception Duties
Provide an efficient and courteous reception service to patients and visitors. Receive patients at reception and assist with enquiries. Operate the clinical appointment system and book, amend and cancel appointments for GPs, Nurses and other healthcare professionals. Manage telephone calls in a professional manner and deal with patient enquiries appropriately. Signpost patients to the most appropriate service or healthcare professional in accordance with practice protocols. Accept requests for prescriptions and direct queries as appropriate. Register patients for online services and assist with access requests. Support patient registrations and ensure all registration procedures are completed accurately. Assist patients with general enquiries regarding practice services and procedures. Relay messages accurately and promptly to clinicians and other members of the practice team. Administrative Duties
Process incoming and outgoing correspondence, including NHS mail and internal communications. Open, date stamp and distribute incoming mail as required. Manage outgoing post and maintain appropriate records where necessary. Scan and electronically file documents into patient records using the clinical system. Process workflow tasks as allocated. Enter information accurately onto patient records, ensuring data quality standards are maintained. Process repeat prescription requests in accordance with practice prescribing protocols. Assist with filing, document management and record maintenance. Maintain and manage personal NHS Mail accounts appropriately. Support practice audits, searches and administrative projects as required. Book interpreters and liaise with patients and external services when necessary. Undertake cash handling duties in accordance with practice procedures where applicable. Assist with the administration of pathology samples, forms and test requests in line with practice procedures. Support patient communications regarding appointments, investigations and follow-up arrangements. Clinical Administration Support
Support clinicians with administrative tasks associated with patient care. Record and process pathology samples and associated documentation in accordance with practice procedures. Assist with referrals to community services and other healthcare providers. Provide patients with test results in accordance with practice policies and clinician instructions. Liaise with hospitals, community services and external healthcare organisations as required. Assist with patient-related hospital appointment queries where appropriate. Additional Responsibilities
The role may also include:
Assisting with medical secretarial duties, including referral administration and patient correspondence. Supporting patient recall systems and chronic disease management programmes. Assisting with QOF-related administration and performance monitoring activities. Undertaking data quality improvements and coding activities. Supporting service improvement projects and practice development initiatives. Providing administrative support for new services introduced by the practices. The specific allocation of these duties will depend on the operational needs of the practices.
General Responsibilities
Maintain patient confidentiality and comply with Data Protection legislation, Information Governance standards and Practice policies. Ensure accurate and timely input of information into patient records. Adhere to all Practice policies, procedures and protocols. Maintain an awareness of: Practice Health and Safety Policies Information Governance and Data Security requirements Safeguarding responsibilities Equality and Diversity obligations Participate in mandatory training and continuing professional development. Work flexibly across both practices as required. Contribute positively to team working and support colleagues during periods of absence or increased workload. Maintain a professional appearance and manner at all times. Undertake any other duties appropriate to the grade and nature of the post as reasonably requested by the Practice Manager, Deputy Practice Manager, Partners or Senior Administrator. Future Requirements
The postholder will be expected to undertake training relevant to the role as identified through appraisal, personal development plans or service requirements.
The practices are committed to developing a skilled and flexible workforce and employees may be given opportunities to develop additional competencies over time.
Working Environment
The postholder will be based within shared premises occupied by two GP practices and will be expected to work across both practices as required.
The practices share a reception area and waiting room and operate in a collaborative and supportive manner to ensure the smooth delivery of patient services.
Important Note
Whilst every effort has been made to explain the main duties and responsibilities of the post, this job description is not exhaustive. The postholder may be required to undertake other duties that are commensurate with the role and are reasonably requested by the Practice Manager, Deputy Practice Manager, Partners or Senior Administrator to meet the changing needs of the practices.
Person Specification
Experience Essential
Previous experience in a receptionist, customer service or administrative role.
Desirable
Previous experience within General Practice, Primary Care, NHS or healthcare settings. Experience using SystmOne. Knowledge of medical terminology. Experience of referral administration or medical secretarial work. Experience supporting patient recall programmes or QOF activities.
Knowledge and Skills Essential
Excellent communication and interpersonal skills. Good telephone manner. Good IT skills with the ability to learn clinical systems. Ability to manage confidential information appropriately. Good organisational skills and attention to detail. Ability to work under pressure and prioritise workload. Flexible and reliable approach to work. Ability to work as part of a team and independently.
Qualifications Essential
GCSE or equivalent in English and Mathematics.
Desirable
Customer Service or Business Administration qualifications.
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 Hartlepool & Stockton Health [H&SH]
Address The Densham & Dovecot Surgeries
Lawson Street Health Centre
Lawson Street
Stockton-on-Tees
TS18 1HU
United Kingdom
Employer's website https://www.hartlepoolandstocktonhealth.co.uk/ (Opens in a new tab)