Job Purpose
To provide a high quality service to patients of Rosehall Medical Practice.
To act as the focal point of contact and be responsible for handling all information, messages and enquires for the clinical team, liaising with multidisciplinary team members and all other health professionals within and outside the practice.
Specific Responsibilities
1. Administration Duties
- To meet and greet patients, members of the public and visitors to the practice in friendly and courteous manner.
- Schedule appointments for patients
- Answering telephone calls and dealing with face to face enquiries.
- Arranging prescriptions for patients.
- Accept responsibility for completion of tasks i.e. informing patients of test results
- Filing of medical notes, letters and other correspondence.
- Scanning clinical and non-clinical letters accurately.
- Checking patients in on arrival for appointments.
- Opening post and forwarding it onto the relevant parties.
- Updating the surgeries computer system with appointments and personal details.
- Making sure that the appointments system runs smoothly.
- Registering new patients at the surgery, ensuring that all documents required by both BSO and the practice are supplied
- Explaining the practice procedures to new patients
- Process medical records to be returned to BSO when patient leaves the practice
- Accurately collecting information and personal details about patients.
- Arranging any necessary follow up appointments for patients with other healthcare professionals.
- Liaising with couriers and delivery companies.
2. Communication
- Communicate effectively with other whole multidisciplinary team
- Communicate effectively with patients and carers, recognising their needs for alternative communication
- Ensure information that is given to patients and carers, e.g. leaflets / practice notice boards are current and up to date
3. Personal development
- Take responsibility for own developmental learning and performance, including participation in available training
- Take responsibility for maintaining a record of own personal development
- Attend practice meetings
- Work with management on any new training requirements
3. Health, safety and security
- Maintaining a clean reception area to show a professional image.
- Use the personal security systems within the workplace according to practice guidelines
- Identify the risks involved in work activities and undertake them in a way that manages the risk
- Make effective use of training to update knowledge and skills
- Know the health and safety policies and procedures within the workplace, including fire prevention.
4. Quality
- Alert other team members to issues of quality and risk in the care of patients
- Ensure own actions are consistent with practice policies and systems
- Enable patients to access appropriate professionals in the team and beyond
- Be able to manage your own time effectively
5. Equality, diversity and rights
- The post holder must cooperate with all policies and procedures as per the practice’s Equality Policy statement. Co-workers, patients and visitors must be treated equally, irrespective of gender, origin, age, disability, sexual orientation, religion etc.
- Act in ways that recognise the importance of people’s rights, interpreting them in a way that is consistent with practice procedures
- Respect the privacy, dignity, needs and beliefs of patients and carers
- Understand basic legal and communication issues regarding protections of children and vulnerable adults
6. Information and knowledge – input, store and provide data and information
- Record information and activities undertaken with patients and carers in a consistent and accurate fashion using appropriate Read codes / guidelines / templates available on the computer system and as specified by practice policy.
- Maintain confidentiality or information relating to patients, relatives, staff and the practice
- Take the necessary precautions when transmitting information
- Understand and comply with practice’s policy on consent
This job description is provided as an outline of the key tasks and responsibilities and is not intended to be exhaustive. The responsibilities listed may change to reflect the changing needs of the Practice.
This position is subject to a 6 month probationary period.
ESSENTIAL REQUIREMENTS
Education & Qualifications
- General Education: Minimum of 4 GCSE's (Grades A-C or equivalent) including Maths and English
Experience
- Customer Service: At least 12 months' experience working face-to-face or over the phone with the public in a busy customer service setting
- Administration: Office / Administrative experience, within a fast-paced or computerised environment
- IT Competence: Strong computer skills, including a working knowledge of Microsoft Office (Word, Outlook) and the ability to learn specific clinical IT systems
Skills & Knowledge
- IT Competence: Strong computer skills, including a working knowledge of Microsoft Office (Word, Outlook) and the ability to learn specific clinical IT systems (e.g., EMIS, SystmOne, DOCMAN).
- Communication: Excellent verbal and written communication skills to handle patients with empathy, sensitivity, and reassurance.
- Confidentiality: A strict understanding and adherence to data protection, information governance, and patient privacy.
- Organisation: The ability to prioritize, multitask efficiently, and accurately process routine paperwork.
Personal Qualities
- Calm Demeanour: The ability to remain polite, professional, and patient when dealing with anxious, angry, or distressed patients.
- Flexibility: A willingness to cover shifts for colleagues and adapt to a constantly changing primary care environment.
- Team Player: Capacity to work cohesively with GPs, nurses, practice managers, and other administrative staff.
Hours of Work
22.5 hours
Monday, Tuesday, Thursday 9:00am - 5:00pm
OR
Wednesday, Thursday, Friday 9:00am - 5:00pm
We require any applicant to have full flexibility with hours of work as we will require additional hours / different hours during periods of high pressure.
Note
Applicants must have the right to work in the UK at the time of application. Please note that the practice is unable to offer visa sponsorship for this role and applications requiring sponsorship will not be considered.
Job Type: Part-time
Pay: £12.71 per hour
Benefits:
Application question(s):
- How many years experience do you have of working in a busy office environment?
Experience:
- Customer service: 1 year (required)
Work Location: In person
