Medical Receptionist/AdministratorNHS

Job summary

We are looking for a highly motivated and experienced GP Receptionist/Administrator to join our friendly team at Concord Medical Practice for 3 days per week from 08:00-18:00 .

Concord Medical Practice is a medium-sized practice caring for approximately 5,200 patients, with a dedicated team consisting of 2 GP Partners, 1 Salaried GP, 1 Practice Manager, 2 Practice Nurses, 2 Healthcare Assistants and an experienced reception and administration team.

Due to changes within the team, an exciting opportunity has arisen for an ambitious, reliable and motivated receptionist to join us. The successful candidate will be committed to delivering excellent patient care through exceptional communication skills, professionalism and a compassionate approach.

The role requires someone who is confident working in a busy primary care environment, able to remain calm under pressure and capable of managing a wide range of patient queries whilst maintaining confidentiality and professionalism at all times.

Previous experience working within Primary Care/the NHS is essential.

Main duties of the job

• Providing an exceptional standard of customer service to patients both face-to-face and over the telephone.
• Answering telephone calls promptly and professionally and dealing with patient enquiries appropriately.
• Greeting patients and visitors to the practice in a friendly, respectful and professional manner.
• Booking, cancelling and rearranging appointments in accordance with practice protocols.
• Accurately signposting and directing patients to the most appropriate service or healthcare professional.
• Processing prescription requests and other administrative queries in line with practice procedures.
• Using EMIS Web confidently and accurately to access and update patient records.
• Maintaining accurate and up-to-date patient information whilst ensuring confidentiality at all times.
• Processing incoming and outgoing correspondence and administrative tasks.
• Liaising with GPs, nurses and other members of the practice team to ensure patients receive appropriate care.
• Handling sensitive and sometimes difficult conversations with patients in a calm, professional and empathetic manner.
• Recognising and appropriately escalating urgent or safeguarding concerns in accordance with practice procedures.
• Working effectively as part of the wider reception and administrative team.
• Adapting positively to changes in NHS services, practice procedures and patient needs.
• Undertaking any other reasonable duties appropriate to the role.

Job description

• Provide a friendly, professional and welcoming service to all patients and visitors.
• Deal with patients' enquiries promptly and courteously, both face-to-face and over the telephone.
• Maintain a calm and professional approach when dealing with challenging or difficult situations.
• Book, cancel and rearrange appointments in accordance with practice procedures.
• Ensure patients are appropriately directed to the most suitable clinician or service.
• Provide information to patients within the limits of the role and practice protocols.
• Maintain a high standard of customer service at all times.
• Ensure the reception area is kept tidy, welcoming and professional.

Telephone Duties

• Answer incoming calls promptly and professionally.
• Establish the nature and urgency of patients' enquiries whilst maintaining confidentiality.
• Deal with routine queries and signpost patients appropriately.
• Recognise situations that require urgent attention and escalate appropriately.
• Communicate effectively with patients who may be distressed, anxious or have additional communication needs.

Administrative Duties

• Process incoming and outgoing correspondence accurately and efficiently.
• Process prescription requests in accordance with practice procedures.
• Register new patients and maintain accurate patient demographic information.
• Update patient records and ensure information is recorded accurately.
• Process referrals, forms and other administrative requests as required.
• Undertake scanning, filing, document management and other administrative duties.
• Complete practice searches and other administrative tasks when required.
• Support recalls, audits and other practice initiatives.
• Ensure all administrative work is completed within agreed timescales.

EMIS and IT

• Use EMIS Web confidently and appropriately.
• Accurately enter, retrieve and update patient information.
• Maintain accurate electronic patient records.
• Use email, telephone systems and other practice IT systems effectively.
• Demonstrate good general IT skills and willingness to learn new systems and processes.
• Maintain a high level of accuracy when working with confidential patient information.

Communication and Team Working

• Communicate effectively with GPs, nurses, hcas and administrative colleagues.
• Work collaboratively with the wider practice team to ensure patients receive appropriate care.
• Maintain good working relationships with colleagues and external healthcare organisations.
• Attend team meetings and participate in relevant discussions and training.
• Support colleagues during busy periods and contribute positively to the team environment.
• Communicate changes to colleagues appropriately to ensure continuity of service.

Confidentiality and Information Governance

• Maintain strict confidentiality regarding patients, staff and practice information.
• Comply with GDPR, NHS information governance requirements and practice confidentiality policies.
• Only access patient information when required for the duties of the role.
• Ensure confidential information is handled, stored and disposed of appropriately.
• Maintain professional boundaries at all times.

Safeguarding and Patient Safety

• Understand and follow the practice's safeguarding policies and procedures.
• Recognise and appropriately escalate concerns relating to children, young people and vulnerable adults.
• Report any concerns regarding patient safety to the appropriate member of the clinical or management team.
• Follow practice procedures relating to significant events, incidents and complaints where appropriate.
• Ensure urgent or clinically concerning information is promptly passed to the appropriate clinician.

General Responsibilities

• Work in accordance with all practice policies, procedures and protocols.
• Comply with relevant NHS and statutory requirements.
• Participate in mandatory training and continuing professional development.
• Maintain competence in all aspects of the role.
• Participate in practice meetings, training and development activities as required.
• Support the implementation of changes to practice procedures and NHS requirements.
• Promote equality, diversity and inclusion in all aspects of the role.
• Treat all patients, carers, visitors and colleagues with dignity and respect.
• Undertake other reasonable duties appropriate to the role and level of responsibility.

ConfidentialityThe post holder must maintain confidentiality of information relating to patients, relatives, carers, colleagues and the practice. Any breach of confidentiality may result in disciplinary action.

The post holder must comply with the requirements of the UK GDPR, Data Protection Act 2018 and NHS information governance requirements.

Health and SafetyThe post holder will be required to:

• Comply with all practice health and safety policies.
• Report accidents, incidents and hazards appropriately.
• Maintain a safe working environment for patients, visitors and staff.
• Follow infection prevention and control procedures.
• Undertake mandatory training relevant to the role.

About us

Concord Medical Practice is a 2 GP Partner Practice caring for approximately 5,200 patients.

Our clinical team consists of 2 GP Partners, 1 Salaried GP, 1 Practice Manager, 2 Practice Nurses and a 2 Healthcare Assistants, supported by a strong and experienced team of receptionists and administrators.

We pride ourselves on providing high-quality, patient-centred care and working together as a supportive team. We are looking for an enthusiastic individual who shares our commitment to delivering an excellent service to our patients and who will become a valued member of the practice team.