About this role
Job summary
We are looking for a motivated and reliable individual to join our friendly administrative team within a busy General Practice.
The successful applicant will be flexible, have a positive attitude, and demonstrate strong teamwork and communication skills, alongside a commitment to delivering an excellent standard of patient care. Applicants must also possess strong IT skills. You will be expected to work in a polite, confidential, and discreet manner, respecting patients at all times.
There is an expectation for the successful candidate to work additional hours when required and to be flexible with shifts in order to cover annual leave and planned absences.
Main duties of the job
Key Duties and Responsibilities
- Welcoming patients to the surgery in a professional and friendly manner
- Handling incoming telephone calls and booking appointments
- Processing incoming post and other communications
- Actioning tasks within the clinical system
- Processing referrals
- Undertaking a variety of administrative duties to support the smooth running of the practice
- Work in a polite, confidential and discreet manner, respecting patients at all times.
About us
We are a well-established dispensing rural practice with nearly 8300 patients. We use SystmOne. We are committed to quality and innovation within a positive and supportive culture.
Job description
Job responsibilities
Reception & Patient Interaction
Greet, assist, and direct patients and visitors in a courteous, professional manner.
Manage incoming telephone calls, messages, and appointment bookings.
Explain Practice procedures and services to patients.
Deal with urgent patient requests using sound judgement and in a calm, organised manner.
Appointments & Communication
Maintain and monitor the appointment system.
Facilitate communication between patients and clinicians.
Process messages, referrals, and documentation in line with Practice procedures.
Administrative Support
Manage incoming and outgoing mail and correspondence.
File, scan, and code patient records and hospital letters accurately.
Support clinical and administrative staff with general clerical tasks.
Enter patient data and update records promptly and accurately.
Registrations
Manage patient registrations, temporary cover, and address changes.
Handle private services, including payment collection and issuing receipts.
Premises & Equipment
Open and close the Practice premises securely, ensuring alarms and equipment are correctly set.
Keep reception, waiting, and kitchen areas tidy and well-stocked.
Ensure photocopiers, fax machines, and other office equipment are operational.
Teamwork & Cover
Provide cover during staff absence or annual leave.
Participate in Practice meetings and training sessions as required.
Confidentiality
All Practice staff must maintain strict confidentiality regarding patient information and business operations.
Confidential data must only be shared with authorised personnel and in accordance with GDPR, NHS guidelines, and the Practice's confidentiality policies.
Health & Safety
Follow all Health & Safety and Infection Control procedures.
Identify and report hazards promptly.
Keep all work and patient areas clean, tidy, and safe.
Participate in relevant training sessions annually.
Equality, Diversity & Inclusion
Treat all patients, colleagues, and visitors with dignity and respect.
Support and promote a culture of inclusion and non-discrimination.
Be responsive to the individual needs of patients and staff.
Safeguarding
The post-holder has a duty to safeguard and promote the welfare of children and vulnerable adults.
Remain vigilant and report any concerns or disclosures in line with the Practices safeguarding policies and procedures.
Undertake mandatory safeguarding training and refreshers as required.
Act as a responsible and trusted member of the Practice team, maintaining professional boundaries and understanding your role in protecting individuals from harm.
Personal & Professional Development
Participate in appraisals and performance reviews.
Take ownership of personal learning and development needs.
Contribute to the training and support of new team members, when appropriate.
Quality and Continuous Improvement
Maintain high standards of accuracy and professionalism.
Take initiative to improve processes and service delivery.
Report quality or safety concerns promptly and constructively.
Communication
Communicate clearly and compassionately with patients and colleagues.
Use appropriate methods for different patient needs, including language or accessibility requirements.
Contribute to a positive team environment through open and respectful communication.
Service Development
Support the implementation of new systems, procedures, and service improvements.
Participate in audits, quality checks, and evaluations as required.
Additional Notes
This job description is not exhaustive and may be subject to change in line with Practice needs or service developments. You may be asked to undertake other duties consistent with your role and responsibilities.
Person Specification
Experience
Desirable
- Previous General Practice experience and knowledge of SystmOne would be advantageous; however, full training will be provided.
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
The Pump House Surgery
Address
Nonancourt Way
Earls Colne
Colchester
CO6 2SW
United Kingdom
Employer's website
https://www.thepumphousesurgery.co.uk (Opens in a new tab)