About this role
Job summary
Working for a small team, carrying out both general reception and administration junctions within the practice.
Main duties of the job
Main duties include speaking to patients both on the phone and in the practice, supporting them to make appointments, provide health information, giving general advice and guidance.
Carrying out general administrative duties, using a number of systems - experience with EMIS would be desirable but not essential.
This can be a very rewarding role, but can also be challenging at times.
About us
St Werburgh's is a small specialist practice for the homeless in Chester. It is part of a wider parent practice, Issa Medical.
This is a unique opportunity to work with a vulnerable client group providing general medical services to registered patients.
We are a small team, 4 administrators and a clinical team of 1 WTE GP, a AHP, part time practice nurse, mental health nurse and counsellor.
Our patients often require support with access to other services and we aim to provide this in a caring and empathetic way until such time that they are in more permanent accommodation and can register with a mainstream practice.
Job description Job responsibilities
Role Summary:
This is a dual-role position designed to support the smooth running of front desk and administrative functions at St Werburghs Practice for the Homeless. The post holder will be the first point of contact for patients, many of whom face complex challenges including homelessness, trauma, addiction, and mental health challenges and other forms of social exclusion.
This role requires exceptional empathy, non-judgemental communication, flexibility, and the ability to build trusting relationships with people from a diverse background, recognising the impact of trauma and disadvantage on their experiences. The administrator/receptionist will work collaboratively with the wider practice team to ensure patients receive a high standard of care and support while maintain confidentiality and carrying out administrative duties to a high standard in line with practice policies and procedures.
Main Duties and Responsibilities:
Reception Duties:
Welcome patients and visitors in a kind, respectful, and professional manner. Book, amend, and cancel appointments in line with practice procedures. Answer telephone phone calls, triage enquiries and redirect or resolve issues appropriately Check patients in, record attendance, and manage the flow of the waiting area Provide information about practice services and processes. Manage patient requests for information, prescriptions, and referrals. Process repeat-prescription requests, liaising with clinical staff and pharmacies. Maintain a clean, welcoming reception area and ensure patient information and forms are well stocked. Administrative Duties:
Scan, upload, and file patient documentation accurately. Process incoming and outgoing correspondence, including emails and post Maintain accurate patient records using clinical systems (e.g. EMIS/ Docman). Process patient registrations, deductions, and record amendments. Assist with summarising new patient records where appropriate and required. Process Subject Access Requests (SARs) and third-party documentation in line with GPRD requirements and practice policy. Provide administrative support to clinical and management teams as required. Ensure effective communication with community partners, health care professionals and other agencies as required. Safeguarding Responsibilities:
Be alert to potential indicators of abuse, neglect or exploitation and act on concerns appropriately as per practice policy and procedures. Monitor missed appointments for potential safeguarding concerns and escalate as appropriate. Maintain an understand of confidentiality and information sharing policies. Participate in training as outlined in the Intercollegiate Documents. Attend safeguarding and multidisciplinary meetings when required.
Person Specification
Qualifications Essential
Excellent communication and interpersonal skills with a warm, empathetic, respectful, professional approach. Strong organisational skills with the ability to prioritise and multitask in a busy environment. Competent IT skills including use of Office and clinical systems (e.g., EMIS/Docman). High standards of confidentiality, professionalism, and attention to detail. Ability to work independently and collaboratively as part of a multidisciplinary team. Understanding of, and sensitivity to the unique needs and experiences of those experiencing homelessness and social exclusion. Resilient and able to work effectively in a diverse, fast-paced and emotionally demanding environment.
Desirable
NVQ Level 2 (or equivalent) in Administration or Customer Service or a related subject. Experience working in primary care, social care or the voluntary/charity sector. Knowledge of trauma-informed practices or safeguarding principles Previous experience using EMIS or other NHS clinical software.
Additional criteria Essential
Flexibility to support colleagues and meet the changing needs of the service. Satisfactory Enhanced DBS check Commitment to ongoing mandatory training and professional development.
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 Issa Medical Centre
Address St Werburgh's Medical Practice For The Homeless
2B George Street
Chester
Lancashire
CH1 3EQ
United Kingdom
Employer's website https://www.issamedicalgroup.co.uk (Opens in a new tab)