Job responsibilities

The following are the core responsibilities of the receptionist/administrator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

a. Maintaining and monitoring the practice appointment system

b. Process personal, telephone and e-requests for appointments and other admin/medical requests

c. Receive and make telephone calls as required. Transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

d. Signpost patients to the correct service

e. Process incoming and outgoing mail

f. Initiating contact with and responding to, requests from patients, team members and external agencies

g. Process referrals to external agencies such as secondary care using the electronic referral system

h. Process letters as requested

i. Process all DNA letters in accordance with current policy

j. Action GP2GP tasks

k. Read code data on the patient clinical system

l. File and store records as required

m. Data entry of new and temporary registrations and relevant patient information as required

n. Input data into the patients healthcare records as necessary

o. Scanning of patient related documentation and attaching scanned documents to patients healthcare records

p. Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms and other private requests

q. Manage all queries (including administrative queries) as necessary in an efficient manner

r. Hand completed repeat prescriptions to patients, checking name and address and collecting money when necessary.

s. Carry out system searches as requested

t. Maintain a clean, tidy, effective working area at all times

u. Monitor and maintain the reception and waiting area and notice boards

v. Support all clinical staff with general tasks as requested

In addition to the primary responsibilities, the receptionist/administrator may be requested to:

a. Partake in audit as directed by the audit lead

b. Support administrative and reception staff, providing cover during staff absences

c. Complete opening and closing procedures in accordance with the duty rota

d. As required support dispensary in the management of repeat prescriptions, ensuring they are processed accurately and efficiently

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Ability to always maintain confidentiality
• Understanding of safeguarding adults and children
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Desirable

• EMIS / Systmone user skills

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Qualifications

Essential

• Educated to GCSE level or Equivalent
• GCSE Mathematics & English (C or above)

Desirable

• AMSPAR Receptionists Qualification
• NVQ Level 2 in Health and Social Care

Experience

Essential

• Experience of working with the general public

Desirable

• Experience of administrative / receptionist duties
• Experience of working in a health care setting
• Cash handling and credit/debit card transactions

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Ability to work additional hours to cover holiday and any sickness absence

Desirable

• Car driver