About this role
Job summary
Tottenham Health Centre is seeking a friendly, organised and compassionate GP Practice Administrator to join our busy and supportive team. The postholder will provide efficient administrative and patient-facing support, helping patients access the right services and supporting the smooth day-to-day running of the practice.
This role would suit someone who communicates confidently, remains calm under pressure and enjoys working with people from a wide range of backgrounds. Previous primary care experience is desirable but not essential, as training will be provided for the right candidate.
Main duties of the job
The GP Practice Administrator will be an important first point of contact for patients, carers, visitors and external organisations. The postholder will manage enquiries professionally, undertake a broad range of administrative tasks and maintain accurate, confidential patient records in accordance with practice procedures.
Working closely with clinical and non-clinical colleagues, the postholder will support appointments, correspondence, referrals, prescriptions and other routine practice processes. They will use initiative, prioritise competing demands and contribute positively to service quality and ongoing improvement.
About us
Tottenham Health Centre is a GP practice based in East Haringey, providing general medical services to approximately 5,500 patients under a PMS contract with NHS North Central London Integrated Care Board. The practice serves a diverse local population, with patients from a wide range of cultural backgrounds.
The practice is currently based in a converted building, with approved plans for a new purpose-built health centre as part of the Tottenham High Road regeneration programme.
Our philosophy is to treat patients as individuals and provide high-quality, patient-centred care while supporting a positive work-life balance for staff. We work as a supportive and collaborative team in which ideas are valued and staff are encouraged to contribute to ongoing improvements.
Job description Job responsibilities
Patient services and communication
Welcome patients and visitors in a professional courteous and helpful manner in person and by telephone or digital channelsRespond to patient enquiries explain practice procedures and signpost patients to the most appropriate service or member of the team following agreed protocolsBook amend and cancel appointments accurately and support the effective use of clinical appointment capacityCommunicate sensitively with patients who may be anxious distressed unwell or facing communication barriers maintaining a non-judgmental and compassionate approachManage difficult conversations calmly and seek support or escalate concerns appropriatelySupport patients with registration access to online services and completion of relevant practice formsGeneral administration
Process incoming and outgoing correspondence emails documents and clinical system tasks promptly and accurately
Scan code file and workflow documents in line with practice procedures and training escalating clinical information to an appropriate clinician where requiredMaintain accurate patient demographic and administrative records and update information when notified of changesPrepare letters forms reports and other routine documents and support photocopying filing and data entryMonitor shared work queues and complete allocated tasks within agreed timescalesReceive and distribute post supplies and messages and maintain tidy well-organised reception and administrative areasProvide reasonable cover for colleagues during absence and undertake other appropriate administrative duties consistent with the roleAppointments reception referrals and prescriptions
Support appointment and recall processes in accordance with practice protocolsProcess routine referral-related administration and liaise with hospitals community services and other providers as requiredReceive and process repeat prescription requests in line with practice policy referring medication or clinical queries to the appropriate clinicianFollow up outstanding administrative actions and keep patients informed where appropriateProvide reception cover and deal with patients face to face responding to appointment requests and general enquiries offering appropriate signposting and escalating urgent or clinical concerns in line with practice protocolsTeamwork quality and development
Work collaboratively with GPs nurses allied health professionals managers and the wider administrative teamAttend and contribute to team meetings training appraisal and practice development activitiesFollow practice policies standard operating procedures and agreed ways of workingIdentify opportunities to improve administrative processes patient experience and service efficiencyComplete all required statutory mandatory and role-specific training and maintain competence in relevant systems and proceduresConfidentiality safeguarding and information governance
Maintain patient confidentiality at all times and handle personal and sensitive information securely and discreetlyComply with UK GDPR the Data Protection Act twenty eighteen NHS information governance requirements and practice policiesFollow safeguarding procedures and promptly report any concern about a child or adult at risk to the appropriate safeguarding leadApply infection prevention health and safety equality diversity and inclusion policies in all aspects of the roleReport incidents errors complaints and risks through the appropriate practice process and support learning and improvement
Person Specification
Experience Essential
Experience in primary care, general practice, the NHS or another care setting. Experience communicating with people from diverse cultural and linguistic backgrounds with excellent verbal and written communication skills, able to communicate with patience, empathy and professionalism. Experience managing competing work queues or time-sensitive administrative tasks.
Qualifications Essential
English and Mathematics at GCSE grade 4/C or above, or equivalent. Experience using EMIS Web,
Desirable
Relevant qualification in business administration, customer service or health and social care.
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 Tottenham Health Centre - GP Surgery
Address Tottenham Health Centre
759 High Road
London
N17 8AH
United Kingdom
Employer's website https://www.tottenhamhealthcentre.co.uk/index.aspx (Opens in a new tab)