About this role
Job summary
Previous GP surgery is desirable but not essential. Salary will be dependent on previous experience. Full training and support will be given.
Main duties of the job
The successful applicant must have previous experience working with EMIS and be confident using the system.
The successful applicant must ideally have previous GP Reception or customer service experience, with experience dealing with the general public, a good telephone manner and the ability to remain calm and professional when dealing with difficult situations, while maintaining a firm but empathetic approach.
The role involves communicating with patients face to face, by telephone, text and email, so you must enjoy working with the public and providing a high standard of patient service.
Previous experience working in a GP Practice and essential EMIS experience are required for this role. The successful applicant must be confident using EMIS for booking appointments, processing blood test requests, dealing with prescription requests and patient queries, scanning documents and completing general administrative tasks.
Excellent IT and organisational skills are essential, along with the ability to multitask and work effectively in a busy environment. Good working knowledge of Microsoft Office, including Outlook and Word, is also required.
About us
Redwood House Surgery develops and builds a multi skilled team, therefore all roles are adaptable. You will receive training so you can be a flexible member of the team to enable the practice to function at all times particularly in times of staff absence.
We are a friendly practice team situated in Cox Green. We received a GOOD CQC rating MAY 2021, standards are important to us so it important we recruit the right person for the role.
Job description Job responsibilities
Receptionist / Administrator Job Description
Essential Experience and Skills:
The successful applicant must have previous experience using EMIS in a GP practice setting. Applicants without previous EMIS experience will not be considered.
The successful applicant will ideally have previous NHS/GP reception or administrative experience and will be confident dealing with patients both face to face and via telephone, email and other communication methods.
Essential Criteria:Previous experience using EMIS in a GP practice is essential
Previous NHS or GP practice reception/administrative experience
Excellent customer service and communication skills
A professional and friendly telephone manner
Ability to communicate effectively with patients, carers, GPs and other healthcare professionals
Good working knowledge of Microsoft Word, email and internet applications
Ability to remain calm and professional when dealing with difficult or challenging situations
Excellent organisational skills and the ability to multitask
Ability to manage workload effectively and work to deadlines
Flexible, enthusiastic and reliable approach to work
Self-confidence, energy, determination and perseverance
Ability to work effectively as part of a team
Willingness and ability to provide cover for holidays and sickness
High level of confidentiality, integrity and professionalism
Main Reception and Administrative Duties
The post-holder will be responsible for providing an efficient and professional reception and administrative service to patients and the practice team. Duties will include:
Booking, cancelling and rearranging patient appointments via EMIS, telephone, face to face and email
Using EMIS effectively to access and update patient records and undertake relevant administrative tasks
Processing prescription requests in accordance with practice procedures
Handling patient enquiries and requests appropriately and efficiently
Responding to telephone calls, emails and face-to-face enquiries
Liaising with GPs, practice staff, hospitals and other community healthcare providers
Handling requests from patients and GPs and ensuring these are directed to the appropriate member of the team
Signposting patients to appropriate services where required
Processing correspondence and administrative tasks accurately
Maintaining accurate and up-to-date patient information
Ensuring all work is completed in accordance with practice policies and procedures
Supporting colleagues and providing reception cover when required
Quality and Team Working
The post-holder will strive to maintain high standards of quality within the practice and will:
Alert team members to issues relating to quality, safety and risk
Take responsibility for their own performance and actions
Contribute positively to team effectiveness and suggest improvements to practice processes
Work effectively with colleagues and external healthcare providers to meet patients' needs
Manage their own time, workload and resources effectively
Participate in relevant audits and quality improvement activities where appropriate
Follow practice policies, procedures, standards and clinical guidance relevant to the role
ConfidentialityThe post-holder will have access to confidential and sensitive information relating to patients, carers, practice staff, healthcare professionals and the practice as a business.
All information must be treated as strictly confidential and handled in accordance with practice policies, confidentiality requirements and current data protection legislation.
Information may only be shared with authorised individuals and in accordance with practice procedures.
Health and Safety and Infection ControlThe post-holder will:
Comply with the practice's health and safety and infection prevention and control policies
Complete all mandatory training relevant to the role
Maintain a safe, clean and tidy working environment
Identify and report health and safety or infection control risks promptly
Follow appropriate procedures to minimise risks to patients, visitors and staff
Use workplace security systems appropriately
Maintain high standards of cleanliness within reception, administrative and patient-facing areas
Report hazards and take appropriate corrective action where required
Equality and DiversityThe post-holder will support the equality, diversity and rights of patients, carers and colleagues by:
Treating everyone with dignity, respect and professionalism
Respecting patients' privacy, dignity, needs, beliefs and individual circumstances
Providing a welcoming, non-judgemental and inclusive service
Recognising and responding appropriately to individual communication needs
Working in accordance with practice policies and current equality and diversity legislation
Personal and Professional DevelopmentThe post-holder will:
Participate in training relevant to the role and the running of the practice
Complete mandatory and role-specific training within required timescales
Participate in an annual performance review
Take responsibility for maintaining their own knowledge, skills and development
Identify learning needs and undertake relevant training
Share knowledge and good practice with colleagues where appropriate
CommunicationEffective communication is an essential part of the role. The post-holder will:
Communicate clearly and professionally with patients, carers, colleagues, GPs and other healthcare professionals
Maintain a professional and empathetic approach when dealing with patients
Recognise individual communication needs and adapt communication accordingly
Ensure messages and requests are recorded and passed to the appropriate person accurately
Contribute to improving communication within the practice
Liaison with External ServicesThe post-holder will work closely with external healthcare providers and organisations, including:
Hospitals and outpatient departments
Other GP practices
Community healthcare services
Other NHS and healthcare providers
They will ensure requests and information are communicated accurately and efficiently and that appropriate follow-up action is taken where required.
GeneralThe post-holder is expected to work flexibly as part of the practice team and undertake any other reasonable duties appropriate to the role.
The above job description is not exhaustive and may be reviewed and amended in line with the needs of the practice.
Key Essential Requirement:Previous hands-on experience using EMIS within a GP practice is essential for this role. Candidates who do not have EMIS experience will not be shortlisted.
Person Specification
Qualifications Desirable
GCSE grade A - C in English
Experience Essential
- Previous hands-on experience using EMIS within a GP practice is essential - Previous NHS, GP practice or healthcare experience - Excellent customer service and communication skills - Good telephone manner and ability to deal confidently with patients - Experience booking appointments and handling patient queries - Experience processing prescription requests - Ability to remain calm and professional when dealing with difficult situations - Good organisational skills and ability to multitask and prioritise - Reliable, flexible and able to work as part of a team - Good IT skills, including email, Word and internet - Understanding of confidentiality and data protection - Professional, empathetic and respectful approach to patients
Desirable
- Previous GP reception or administration experience - Experience liaising with hospitals, community services and other GP practices - Experience using other NHS systems such as SystmOne, Docman or e-RS - Knowledge of NHS primary care services and procedures - Experience contributing to audits or service improvements
Employer details Employer name Redwood House Surgery
Address Cannon Lane
Maidenhead
Berkshire
SL6 3PH
United Kingdom
Employer's website https://www.redwoodhousesurgery.co.uk (Opens in a new tab)