Accountable to: Dr Stuart Shields
Responsible to: Melanie Dingemans/Sophie Ladds, Practice Managers
Hours: 20 hours per week over 2 days ( 2 x full days Monday and Tuesday working 08:00 until 18:00 - alternatively these hours could be worked over Monday and Friday)
(the postholder will be required to work additional hours on occasion to cover team annual leave or sickness)
Training: Mandatory training will be completed by all staff, together with role specific training to develop new and existing skills
Job Purpose
To provide a consistently high quality, professional administrative service to doctors, staff, colleagues, patients, health service professionals and others.
Main Duties and Responsibilities:
Reception Duties
- Greet all patients and visitors in a friendly and professional manner.
- Book, amend, and cancel patient appointments, ensuring efficient use of clinician time
- Utilise effective questioning and communication skills to direct or signpost patients to the correct internal service (GP, Nurse, Pharmacist, HCA) or external provider, ensuring they access appropriate care the first time.
- Record and prioritise requests for home visits in line with practice protocols
- Manage patient phone calls, taking messages as required
- Help patients with enquiries when arriving at reception
- Receive incoming mail reports, tasks and request
Administrator Duties
- Provide excellent level of IT support to Practice Team
- Process and scan incoming correspondence, reports, and results into the correct patient record.
- Clinical Coding ensuring diagnosis and conditions are correctly linked to patient records
- Minute Taking of daily morning meeting
- Notes summarising
- Have a thorough knowledge of all practice procedures and carry them out accurately.
- Assist with administrative tasks during practice clinics (e.g. flu or COVID campaigns).
- Assist other Practice colleagues when necessary.
- Assist GP and Nurse teams in providing a high level of care to registered patients
- Maintain confidentiality of patients’ medical records and personal details at all times
- Liaise with hospital staff / care services with regard to health and well-being of patients
Training
- Undertake appropriate training, attend in-house training events to develop new skills
- Undertake mandatory e-learning for health online training
Communication
- Communicate effectively, promptly and courteously with patients, carers, relative and Practice suppliers.
- Recognise people’s needs for alternative methods of communication and respond accordingly.
- Communicate appropriately and accurately with colleagues outside the Practice and with due reference to the common law of confidentiality and GDPR and the Data Protection Act. Immediately inform a member of staff if a patient appears ill or if their behaviour causes concern (including correct use of Emergency/Collapse/Security protocols).
- Be aware of child protection issues and communicate concerns in accordance with Practice protocols.
Quality & Continuous Improvement
- Participate in appraisals and ongoing training to maintain skills and knowledge.
- Contribute ideas for improving practice systems and patient experience.
- Support team members and promote a culture of continuous improvement.
- Participate in audits and quality checks as required.
General Responsibilities
- Comply with all practice policies, including Health & Safety, Infection Control, Equality & Diversity, and Confidentiality.
- Identify and report potential risks or hazards within the workplace.
- Contribute to maintaining a clean, safe, and effective working environment.
- Remain security-aware at all times, reporting any suspicious activity to management.
Essential Requirements
- Experience in an office environment
- Excellent communication and customer service skills
- Ability to work as part of a busy and supportive team
- Strong attention to detail and confidentiality awareness
- Experience of working with the general public in a customer service environment.
- Excellent verbal and written communication skills, with the ability to remain calm and empathetic in challenging or distressing situations.
- Strong IT proficiency, with the ability to learn and effectively
- A 'can-do' attitude, demonstrating flexibility and a motivated approach to work.
- High levels of integrity, loyalty, and a comprehensive understanding of patient confidentiality.
- Ability to prioritise tasks and manage competing demands effectively.
Desirable
- Experience working within a GP Surgery
- Experience using SystmOne clinical system
- Knowledge of NHS policies and protocols
- GCSEs or equivalent qualifications
Benefits
- Company pension scheme
- Daily Practice Meeting
- Supportive, friendly working environment
Confidentiality
In the course of their duties, the postholder will have access to confidential information relating to patients, their carer’s, relatives and colleagues within and outside the Practice. They may also have access to information relating to the Practice as a business. All such information from any source whatsoever will be treated as strictly confidential.
All information gained from any source will only be shared in accordance with the Practice’s Confidentiality Policy, GDPR and the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected.
Health and Safety
The postholder will be aware of and comply with Practice’s Health and Safety Policy.
Equality and Diversity
The postholder will comply with the Practice’s Equality and Diversity Policy.
Job Types: Part-time, Permanent
Pay: From £12.82 per hour
Benefits:
- Bereavement leave
- Company pension
- Life insurance
Work Location: In person
