About this role
Job summary
We are seeking a highly compassionate GP Receptionist / Administrator to join our friendly and supportive practice team. This is a key front-facing role, providing an efficient and welcoming service to patients while supporting the smooth running of the practice.
Main duties of the job
Key Responsibilities
Providing a professional and courteous reception service to patients and visitors Managing incoming calls, booking appointments, and handling patient queries Liaising with clinical team members as part of the multi-disciplinary team Undertaking administrative functions including referrals, filing and scanning Maintaining accurate patient records in line with data protection requirements Ensuring patient confidentiality is maintained at all times Working collaboratively with the wider clinical and administrative team
About us
Why join North Wood Group Practice
For us, the right rewards do not just mean basic pay.
Here are some of our other rewards that recognise the role you will play:
A supportive and inclusive working environment
A supportive and inclusive working environment Opportunities for training and development NHS pension scheme (if applicable) Generous annual leave entitlement The opportunity to make a meaningful difference in your local community Access to a 24/7 Employee Assistance Programme confidential and free, includes a wellbeing app and other support Tea, coffee and biscuits on us. Tea and biscuits always makes the day better! Access to NHS Discounts Other nice stuff whats important to us is recognising our people when they do the right things and saying Thank You Celebration of birthdays A calendar of fun and varied events often centred around great food! Social events Access to car parking Access to cycle bays and electric charging points
Job description Job responsibilities
Job Summary:
The purpose of the role is to:
Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of administrative support to clinical staff and other members of the Practice team
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Management Team, dependent on current and evolving Practice workload and staffing levels:
Opening and locking up of Practice premises and maintaining security in accordance with Practice protocols. Being proficient in the use of Practice systems: EMIS, Docman, ERS, ACCURX. Providing an in-person reception function, to always meet and greet patients in a polite, professional, warm, and compassionate way. Provide in-person reception functions, including managing clinical test request requirements, supplying patients with query responses, supplying additional information such as patient forms to support any required patient administration. Processing in person, digital and telephone requests for patient appointment requirements, ensuring callers are directed to the appropriate healthcare professional. Be a member of the call-handling team. Be a member of the patient triage team processing patient requests via digital methods. Undertake all required patient administration. Undertake filing of patient information including digital filing of incoming clinical correspondence. Undertake processing and organisation of patient medical records. Processing and distributing incoming (and outgoing) mail. Taking messages and passing on information. Filing and retrieving paperwork. Processing prescriptions in accordance with Practice guidelines. Provide administrative support to members of the primary healthcare team to ensure appropriate Practice records are kept up to date. Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures. Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers. Providing clerical assistance to Practice team as required from time to time, including word or data processing, filing, photocopying and scanning. Keeping the reception area, noticeboards and leaflet dispensers tidy and free from clutter. Being a member of the Fire Marshall team. Maintaining compliance with mandatory training. Always having a positive, professional, and proactive approach to the role. Being an ambassador for the Practice and a patient advocate. Engage with change and development as the Practice responds to the evolving healthcare landscape and contractual requirements.
Other Tasks
Any other tasks as allocated by the Practice Management Team or Partners.
Confidentiality:
While 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 will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business 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 and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and operating in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures Maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving 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:
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the Practice, and will:
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 and making suggestions on ways to improve and enhance the teams performance Work and behave effectively and professionally with all team members and individuals in other third parties to be an ambassador for the Practice and to meet patients needs At all times, effectively manage own time, workload and resources At all times, work in a productive manner that is consistent with the Practice Vision and Values
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
Apply Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate
Person Specification
Qualifications Essential
GCSE Grace A to C in English and Maths
Desirable
NA
Experience Essential
Customer Service experience
Desirable
Experience of working in a GP Surgery Experience of using EMIS Experience of using ACCURX Experience of using Docman10
Interpersonal Skills Essential
Good interpersonal and communication skills Resilience Ability to manage difficult public facing situations in a calm manner Warm and empathetic approach Punctual Good initiative Ability to be flexible and responsive Ability to build rapport with different people and personalities
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 North Wood Group Practice
Address 61 Crown Dale
Upper Norwood
London
SE19 3NY
United Kingdom
Employer's website https://northwoodgrouppractice.co.uk/ (Opens in a new tab)