About this role
Job summary
We are seeking a friendly and organised Receptionist / Administrator to join our team on a part time basis. We are looking for someone to work between 15 - 20 hours per week, over the course of the week. The timings and exact days will be discussed during the interview process. We can be flexible, within reason. The hours will be a mixture of morning shifts, starting at 8am and evening shifts finishing at 6:30pm, including the occasional Saturday shifts once the candidate is fully trained.
We would ideally like the candidate to have experience working with the clinical system, SystmOne however this is not essential.
We also use PATCHS and AccuRx so experience with this would be great.
It is essential that you have experience of working with the public, customer service or patient facing type role. Full training will be provided either way. Experience of working within a GP practice is not essential.
The practice is open Monday - Friday 08:00 - 18:30 & Saturday's 09:00 - 12:00.
Main duties of the job
Provide a friendly and efficient first point of contact for patients and visitors, handling enquiries in person and by telephone and directing patients to the appropriate clinician or service.
Manage appointment bookings and the flow of patients, record relevant information, and explain practice arrangements and registration requirements.
Process new patient registrations, repeat prescription requests and patient correspondence; update records and scan documents into the clinical system.
Use the appointment and telephone systems, take messages and ensure calls are routed appropriately.
Keep reception and waiting areas tidy, maintain strict confidentiality, follow practice procedures, and support colleagues with cover and other delegated administrative duties.
About us
The Albany Practice is an NHS General Medical Practice based at Brentford Health Centre, providing primary healthcare services to its registered patient population. The practice delivers a range of services, including GP and Advanced Nurse Practitioner consultations, management of acute and long-term conditions, preventative healthcare, vaccinations, prescriptions and referrals to secondary care.
The practice operates through a multidisciplinary team of clinical, administrative and management staff, working together to provide safe, effective and patient-centred care. It is part of Brentworth Primary Care Network and works collaboratively with other local healthcare providers and NHS services to support the health and wellbeing of the local community.
As an NHS healthcare provider, the practice has responsibilities for maintaining high standards of patient care, safeguarding, confidentiality, health and safety, clinical governance and regulatory compliance. It also places importance on continuous improvement, staff development and delivering an accessible and responsive service to its patients.
Job description
Job responsibilities
- Ensure an effective, efficient and responsive reception service is provided to patients and all other visitors to the practice, including monitoring flow of patients into consulting and treatment rooms
- Deal with general enquiries, both over the telephone and in person, in a courteous manner and explain procedures where necessary. Take and disseminate messages when required.
- To deal with difficult patients, in reception and on the phone, in a calm manner and seek management support as and when required.
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover. Ensure necessary procedures are completed.
- Produce repeat prescriptions according to practice procedures and ensure timely distribution of completed prescriptions.
- Advice patients of relevant charges for private services, accept payment and issue receipts for the same.
- Ensure reception and waiting areas are kept neat and tidy.
- Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice protocol.
- Re-stock practice rooms and re-order as appropriate.
- Participate in proactive forward planning identifying and implanting improvements within and beyond key result areas.
- To deal with complaints from the patients and other visitors and deal with them in line with the practice policy and procedures.
- Assist with the production of general letters and reports, medical insurance reports, letters and referrals for professional staff as and when required.
Management of Appointment Systems and medical records
- Ensure total familiarity with appointment systems through training and self-assessment on System One.
- To signpost patients to the most appropriate healthcare professional i.e. ANT, HCA, Nurse and/or GPS.
- Book appointments ensuring sufficient information is recorded to retrieve medical and computer record and to identify the purpose of the appointment.
- To support other healthcare professionals with patient recall, as and when required.
- Monitor effectiveness of the system and report any problems.
- Retrieve and re-file records as required ensuring that strict alphabetical order is followed.
- To scan hospital letters and other patient-related documents into patients computer records, as and when required.
General Administration
- To maintain clinical records.
- To undertake admin tasks such as reports, management of tasks and other administration work as delegated by the manager.
Start and End of Day Procedures
- Secure premises at end of day; ensure the building is totally secured for the Albany Practice area.
- Open up premises at the start of day and make all necessary preparation to receive patients.
Other
- The post-holders work assignment is determined by the requirements of the Practice, GP Partners, Admin Manager, and the patients needs and will take instructions on a day-to-day basis, from the line manager.
- To participate in all activities to achieve KPI and QOF targets.
- Manage the conflicting priorities and prioritise work through discussion with the line manager.
- To provide holiday and sickness cover for colleagues when required.
- Each receptionist will be responsible for undertaking specific additional delegated tasks as mutually agreed, or as requested by the line manager or GPS.
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 recognises 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.
- Behave in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Confidentiality
- In the course of seeking treatment, patients furnish the Practice with 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 Administration Manager will have access to confidential information relating to patients and their Carers, Practice staff and other healthcare workers. The Administration Manager will 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.
Person Specification
Experience
Essential
- Evidence of excellent verbal and written communication skills
- Experience of working in a customer service role both on the telephone and face-to-face
- Evidence of team working skills
- Evidence of ability to work in an organised and methodical manner
- Evidence of ability to work in a helpful and flexible manner
- Experience in working with computers (Microsoft Work, Excel, Emails)
- Evidence of ability to work in a helpful and flexible manner.
Desirable
- Substantive experience of System one
- Previous experience in general practice/NHS.
Qualifications
Essential
- GCSE's are essential.
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
Albany Practice
Address
Brentford Health Centre
Boston Manor Road
Brentford
Middlesex
TW8 8DS
United Kingdom
Employer's website
https://albanypractice.co.uk (Opens in a new tab)