Job description

Job responsibilities

THE MEADS MEDICAL PRACTICE LIMITED

JOB DESCRIPTION

POSITION: RECEPTIONIST/ADMINISTRATOR

REPORTS TO: OPERATIONS LEAD

ACCOUNTABLE TO: BUSINESS MANAGER

PAY SCALE: Ad Hoc

HOURS: By agreement

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SUMMARY OF RESPONSIBILITIES

The post holder will provide an efficient reception service to our patients, doctors and nursing teams. The tasks will include front of house reception, telephone duties and other administrative duties. The work will involve use of telephones, computerised systems including appointments, filing and general surgery assistance. The receptionist is the first point of contact for patients and the general public so it is essential that they present a professional and caring image of the practice and maintain strict confidentiality at all times. This is a responsible role.

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MAIN DUTIES AND RESPONSIBILITIES

1. Reception and Administrative Duties

Prepare premises punctually in the morning

Receive and direct patients, assisting frail, elderly, less mobile patients or any patient as appropriate

Answer the telephone courteously and efficiently, taking and recording messages accurately

Operate the appointment system as directed; take requests for bookings and home visits and record these on clinicians lists

Make necessary arrangements for repeat prescriptions, blood tests, X Rays and hospital transport

Assemble items for hospital and health authority transport

Open, sort, process and distribute mail

To maintain delegated QOF areas as given by the Operations Manager

Receive private fee payments and issue receipts

File correspondence, keeping paper medical records in appropriate condition

Update computerised records as required

Undertake additional administrative tasks as requested

Prepare consulting rooms before and after surgery

Lock and secure premises at night as and when directed, checking that the telephone system has transferred correctly to the Out of Hours service

Report to the Operations lead any matter affecting patient confidentiality, safety or security.

1. General Responsibilities

All staff are expected to comply with practice policy and protocol.

All staff are expected to dress smartly and professionally and in the uniform which is provided.

All staff receive "on-the-job" training from experienced Receptionists. In addition all staff are required to attend all Statutory & Mandatory training courses which include annual Basic Life Support as instructed by the Operations Lead. The post-holder will attend relevant training as identified either at appraisal or to meet the requirements of the practice. It is expected that the knowledge and skills acquired from attendance at such training will be shared and applied within the practice.

• Receptionists will monitor reception areas for cleanliness and tidiness and take action as required, helping to ensure that patient waiting areas are welcoming and give a good impression of the practice. Ensure premises are kept clean and tidy during the day; tidy and sort notices and leaflets in waiting areas; discard old or damaged items where necessary.

• It is important that all members of practice staff are flexible and prepared to adapt and take on additional duties or to relinquish existing duties in order to maintain efficient running of the practice. The Directors and the Management team reserve the right to redistribute duties and functions amongst staff from time to time based on service needs and the existing skills of the post holders.

• The post holder is expected to personally comply with the statutory provisions of health and safety at work legislation and local policy and to always work in a safe manner and not to put self or others at risk.

• It is a requirement that all employees of the practice comply with the rules of confidentiality pertaining to patients, staff and business information.

Confidentiality:

• In the course of 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

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 effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

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 undertaking such activities 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 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
• Behaving in a manner which is welcoming to and of the individual, is non-judgemental 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

Communication:

The post-holder should recognise 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

Person Specification

Qualifications

Essential

• Good standard of general education

Desirable

• GCSE Grade A to C English
• Qualified NVQ Level 2

Experience

Essential

• Working in a Primary Care environment or other environment with experience of dealing with the general public
• Working with clinical computer systems such as EMIS and Docman
• Administrative
• experience e.g. filing

Desirable

• Experience in a Doctors surgery or other health care provider
• Experience in EMIS and Docman clinical systems.
• Experience of dealing with people

Knowledge and skills

Essential

• Competent in the use of routine IT application such as Word and Excel
• Confident and skilled in dealing with anxious or distressed people
• Effective and empathetic communication skills

Personal qualities and attributes

Essential

• Personable, friendly and patient disposition
• Meticulous with excellent attention to detail
• Flexible, reliable, adaptable, and able to multitask
• High standards of personal integrity and ability to maintain confidentiality
• Clean and tidy appearance

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 Meads Medical Practice Limited

Address

The Meads Medical Practice Ltd

29 Quartz Way

Sittingbourne

Kent

ME10 5AA

United Kingdom

Employer's website

https://www.saffronwayhealthcentre.co.uk/index.aspx?p=G82634 (Opens in a new tab)

Job description

Job responsibilities

Job Responsibilities

The Reception Coordinator will work under the direct supervision of the Operations Lead and in accordance with Practice policies and procedures. The role is responsible for supporting and coordinating the day-to-day management of the reception and administration functions, ensuring a high-quality service is delivered to patients and staff.

The postholder will:

• Oversee the day-to-day delivery of an effective reception service, ensuring appropriate staffing levels and delegation of duties across the team.
• Support the management of reception and administrative staff, providing guidance and day-to-day operational support.
• Work with the Operations Lead to coordinate annual leave arrangements, staff rotas and sickness cover.
• Oversee and support the delivery of administrative systems and processes, including document scanning, coding and the processing of reports.
• Assist with the administration of quality improvement programmes, audits and practice incentive schemes.
• Ensure prescription-related administrative processes are managed in accordance with Practice procedures and in liaison with the Clinical Pharmacist.
• Ensure new reception staff receive appropriate induction, training and support.
• Assist with the management of patient concerns and complaints where appropriate.
• Support the management of surgery alterations, cancellations and emergency operational arrangements.
• Identify opportunities to improve systems and processes and make recommendations to the Operations Lead.

The role remains operational and hands-on. The postholder will be expected to:

• Provide a professional, efficient and welcoming reception service to patients and visitors.
• Answer telephone calls courteously and efficiently, taking and recording messages accurately.
• Manage appointment bookings, home visit requests and patient enquiries.
• Support clinical and administrative workflows including document management, patient records and correspondence.
• Assist with delegated QOF and other administrative responsibilities.
• Undertake additional administrative duties as required to support the efficient running of the Practice.
• Participate in the reception rota where required and deputise for the Operations Lead in their absence.

The postholder will:

• Maintain strict confidentiality in relation to patients, staff and Practice business.
• Participate in mandatory training and ongoing professional development activities.
• Comply with Practice policies relating to Health & Safety, Infection Prevention and Control, Equality and Diversity, and Information Governance.
• Contribute positively to team working and the ongoing development of Practice services.
• Undertake any other duties appropriate to the role as reasonably requested by the Operations Lead, Business Manager or Directors.

Person Specification

Qualifications

Essential

• Good standard of general education
• GCSE (or equivalent) in English
• Commitment to ongoing personal and professional development.

Desirable

• NVQ Level 2 or equivalent qualification in Business Administration, Customer Service or a related subject.
• Supervisory or team leadership training.

Experience

Essential

• Significant experience working within a GP Practice or Primary Care environment.
• Experience working within a patient-facing reception or administrative role.
• Experience using EMIS Web.
• Experience managing competing priorities in a busy environment.
• Experience dealing with patients, carers and members of the public.
• Experience working as part of a multidisciplinary team.
• Experience handling confidential and sensitive information.

Desirable

• Previous experience as a Reception Coordinator, Reception Supervisor, Team Leader or similar role.
• Experience supporting staff induction, training or supervision.
• Experience coordinating staff rotas, annual leave or workload allocation.
• Experience supporting quality improvement initiatives or practice projects.

Knowledge and skills

Essential

• Excellent communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• Competent in the use of Microsoft Office applications.
• Excellent working knowledge of EMIS Web.
• Ability to prioritise workload and work effectively under pressure.
• Ability to provide a professional, welcoming and efficient service to patients.
• Understanding of confidentiality, information governance and data protection requirements.
• Ability to deal confidently and sensitively with patients.

Desirable

• Knowledge of QOF, NHS primary care services and administrative workflows.
• Knowledge of complaints handling and patient experience processes.

Personal qualities and attributes

Essential

• Friendly, approachable and professional manner.
• Reliable, flexible and adaptable.
• Ability to take initiative and solve problems.
• Positive and supportive approach to team working.
• High standards of integrity and confidentiality.
• Ability to remain calm and professional under pressure.
• Commitment to excellent patient care and customer service.

Desirable

• Leadership qualities and the ability to motivate and support colleagues.
• Interest in service improvement and staff 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

The Meads Medical Practice Limited

Address

The Meads Medical Practice Ltd

29 Quartz Way

Sittingbourne

Kent

ME10 5AA

United Kingdom

Employer's website

https://www.saffronwayhealthcentre.co.uk/index.aspx?p=G82634 (Opens in a new tab)