About this role
Job summary
The Head Office Receptionist is responsible for providing a professional and efficient reception and administrative service to ELM Alliance.
The post holder will act as the first point of contact for patients, member practices, stakeholders and visitors, managing telephone enquiries and providing a welcoming and professional service.
The role will support the Executive Leadership Team and wider head office team with a range of administrative duties, ensuring the smooth day to day operation of the organisation.
Responsibilities include patient administration, appointment booking, NHS E-Referral Service Administration, Support for community sexual health services, document management, meeting administration and general office support.
The post holder will be organised, adaptable, and able to manage a varied workload whilst maintaining high levels of confidentiality and professionalism.
Main duties of the job
Act as the first point of contact for patients visitors member practices and stakeholders
Answer incoming telephone calls promptly professionally and courteously
Respond to routine enquiries and direct calls to the appropriate person or team
Take accurate messages and ensure these are communicated to the relevant person in a timely manner
Welcome visitors to Head Office and provide assistance as required
Maintain a professional customer focused and welcoming service at all times
Manage Head Office email inboxes as required and respond to or redirect enquiries appropriately
About us
ELM Alliance Ltd was formed by the GP Practices in 2017 and has approximately 250 people working for us and with us. We deliver NHS services to the patients of Redcar, Cleveland and Middlesbrough and are wholly owned by the local GP Practices. Our services include primary care general practice, services to care homes and community services such as dermatology. The landscape is changing; both the way we interact with patients and the local structures. It is an exciting and dynamic time to work with General Practice, other NHS providers and the voluntary sectors.
Job description Job responsibilities
Job Summary
The Head Office Receptionist is responsible for providing a professional and efficient reception and administrative service to ELM Alliance
The post holder will act as the first point of contact for patients member practices stakeholders and visitors managing telephone enquiries and providing a welcoming and professional service
The role will support the Executive Leadership Team and wider head office team with a range of administrative duties ensuring the smooth day to day operation of the organisation
Responsibilities include patient administration appointment booking NHS E Referral Service administration support for community sexual health services document management meeting administration and general office support
The post holder will be organised adaptable and able to manage a varied workload whilst maintaining high levels of confidentiality and professionalism
Reception and Telephone Duties
Act as the first point of contact for patients visitors member practices and stakeholdersAnswer incoming telephone calls promptly and professionallyRespond to routine enquiries and direct calls appropriatelyTake accurate messages and ensure these are communicated in a timely mannerWelcome visitors to Head Office and provide assistance as requiredMaintain a professional and customer focused serviceManage Head Office email inboxes as requiredPatient Administration
Book amend and cancel patient appointments using designated clinical systemsProcess referrals and appointment requests in accordance with organisational proceduresSupport the administration of NHS E Referral Service pathwaysContact patients regarding appointments and service updates as requiredMaintain accurate patient records and administrative documentationEscalate patient concerns or issues appropriatelyMaintain confidentiality and sensitivity when dealing with patients and related informationSupport clinic administration and reporting requirementsExecutive and Business SupportProvide administrative support to the Executive Leadership TeamArrange meetings and appointments as requiredPrepare meeting packs and supporting documentationTake and distribute meeting minutes and action logsAssist with diary management and coordinationSupport organisational events training sessions and staff meetings
General Administration
Scan photocopy and distribute documentsMaintain electronic and paper filing systemsSort and distribute incoming and outgoing postMaintain records databases and spreadsheetsMonitor stock levelsAssist with audits and information gathering exercisesUndertake other administrative duties appropriate to the roleCommunication and RelationshipsCommunicate professionally with patients colleagues and stakeholdersPromote a positive image of ELM Alliance at all timesDevelop effective working relationships with member practices NHS organisations and external partnersWork collaboratively with colleagues across all departments
General
The post holder will develop a culture that promotes equality and values diversity
Ensure the principles of openness transparency and candour are observed and upheld in all working practices
The post holder will have or acquire through training provided by the organisation the appropriate level of safeguarding knowledge skills and practice required for the post and be aware of and comply with the organisations safeguarding protection policies and procedures
Confidentiality
All staff and contractors working for ELM Alliance Ltd have both a common law duty and a statutory duty of confidentiality to protect patient and personally identifiable information and only use it for the purposes for which it was intended
The disclosure and use of confidential patient information needs to be both lawful and ethical
Information Governance
All staff must keep up to date with the requirements of information governance and must follow ELM Alliance Ltd policies and procedures to ensure that ELM Alliance Ltd information is dealt with legally securely efficiently and effectively
Staff must appropriately manage the records they create or hold during the course of their employment with ELM Alliance Ltd making the records available for sharing in accordance with confidentiality policies procedures and guidelines including Freedom of Information Act two thousand and Caldicott Guidelines
Health and Safety
All staff have a duty to ensure the health and safety of themselves and others whilst at work
Safe working practices and health and safety precautions are a legal requirement
All accidents must be reported to your manager and in line with the general philosophy of ELM Alliance Ltd you must participate in accident prevention by reporting hazards and following relevant policies and procedures including Moving and Handling Guidelines
Risk Management
You are required to contribute to the control of risk and use the incident reporting system to alert ELM Alliance Ltd of incidents or near misses that may compromise the quality of services
Infection Control
All staff have a duty to comply with all ELM Alliance Ltd policies and guidelines in relation to Infection Prevention and Control
You have a duty to ensure that you minimise the risk of infection and infectious diseases
This responsibility includes minimising the risk by highlighting any concerns you may have to the appropriate person as identified in the policies and guidelines and challenging inappropriate infection control and hygiene practice
Equality and Human Rights
ELM Alliance Ltd will ensure that job applicants and prospective and current employees are treated solely on the basis of their merits abilities and potential without any unjustified discrimination on grounds of age gender gender reassignment sexual orientation disability family circumstances race colour nationality ethnic origin religion or belief trade union activity and social and economic status
Person Specification
Education Training and Qualifications
Essential
General good standard of education with GCSE Grade C or Grade four or above in English and Mathematics
Desirable
NVQ Level two or above in Business Administration or equivalent qualificationCustomer service qualificationEvidence of continuing professional developmentKnowledge Skills and Experience
Essential
Previous experience in a reception or administrative roleExperience using SystmOneExperience working within a healthcare NHS or Primary Care settingExperience answering and managing telephone enquiriesCompetent in the use of Microsoft Outlook Word and ExcelExcellent organisational and time management skillsAbility to prioritise workload and manage competing demandsExperience maintaining confidential informationStrong attention to detailExcellent verbal and written communication skillsExperience working as part of a team
Desirable
Experience using NHS E Referral ServiceExperience supporting meetings and minute takingExperience supporting senior managers or executives
Personal Skills or Attributes
Essential
Friendly professional and approachable mannerExcellent customer service skillsAbility to remain calm and professional under pressureFlexible and adaptable approachPositive attitude and willingness to learnAbility to work independently and as part of a teamReliable and trustworthyCommitment to confidentiality and information governanceHigh standard of accuracy and attention to detail
Desirable
Experience working with a wide range of stakeholdersInterest in progressing within healthcare administration and business support functions
Person Specification
Experience Essential
Previous experience in a reception or administrative role Experience using SystmOne Experience working within a healthcare, NHS, or Primary Care setting. Experience answering and managing telephone enquiries Competent in the use of Microsoft Outlook, Word and Excel Excellent Organisational and time management skills Ability to prioritise workload and manage competing demands Experience maintaining confidential information Strong attention to detail Excellent verbal and written communication skills Experience working as part of a team
Desirable
Experience using NHS E-Referral Service Experience supporting meetings and minute taking Experience supporting senior managers or executives
Personal Skills or Attributes Essential
Friendly, professional and approachable manner. Excellent customer service skills. Ability to remain calm and professional under pressure Flexible and adaptable approach Positive attitude and willingness to learn ability to work independently and as part of a team Reliable and trustworthy Commitment to Confidentiality and Information Governance High standard of accuracy and attention to detail.
Desirable
Experience working with a wide range of stakeholders Interest in progressing within Healthcare Administration and Business Support Functions
Qualifications Essential
General good standard of education, GCSE Grade C/4 or above in English and Mathematics.
Desirable
NVQ Level 2 or above in Business Administration or equivalent qualification. Customer service qualification. Evidence of continuing 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 ELM Alliance LTD
Address Hirsel Medical Centre
5 Trinity Mews
North Ormesby
Middlesbrough
Cleveland
TS3 6AL
United Kingdom
Employer's website https://www.elmalliance.co.uk/ (Opens in a new tab)