Medical Receptionist/Admin AssistantNHS

Job summary

To provide a comprehensive, high-quality reception and administrative service to patients, clinicians and the wider Practice team, working within established Practice processes, policies and procedures.

The postholder will provide a friendly, efficient and professional service to patients and visitors, both face-to-face and by telephone, whilst also undertaking a range of administrative duties including the processing, scanning, coding and electronic distribution of clinical correspondence and patient information.

The postholder will receive, assist and direct patients to the appropriate service or healthcare professional, ensuring that patient enquiries, appointments, prescriptions, messages and administrative requests are dealt with appropriately and in a timely manner.

The role also involves processing incoming paper and electronic correspondence, accurately updating patient records, directing tasks and documents to the appropriate clinician or administrator, and providing general administrative support to the Practice team.

The postholder will be expected to work flexibly across both reception and administrative functions according to the needs of the Practice.

The successful candidate will have excellent communication and organisational skills, a compassionate and friendly approach, attention to detail and the ability to work effectively in a busy environment whilst maintaining confidentiality and accuracy.

Main duties of the job

• Receiving, assisting and directing patients and visitors in a friendly, professional and courteous manner.
• Managing telephone and face-to-face enquiries and directing patients to the appropriate service or healthcare professional.
• Booking, amending and cancelling appointments and maintaining accurate patient information.
• Processing prescription requests and medication-related administrative tasks in accordance with Practice procedures.
• Taking and accurately recording messages and home visit requests.
• Processing incoming and outgoing patient correspondence.
• Scanning clinical correspondence and accurately attaching documents to electronic patient records.
• Processing electronic correspondence, tasks and emails and directing these to the appropriate clinician or administrator in accordance with Practice workflow.
• Entering, updating and coding information accurately on patient records.
• Processing new patient records and relevant clinical information.
• Supporting the Practice with general administrative duties, including electronic filing, data entry, photocopying, scanning and processing incoming and outgoing mail.
• Undertaking any other reasonable duties appropriate to the role as requested by the Practice Manager, Reception Supervisor or Partners.

Job description

• Main Duties and Responsibilities

1. Reception and Patient Services

• Receive, assist and direct patients and visitors in a professional, friendly and courteous manner.
• Provide a high standard of customer service to patients, relatives, carers and visitors.
• Manage face-to-face, telephone and electronic enquiries appropriately.
• Identify the nature of patient enquiries and direct patients to the appropriate service, clinician or member of staff.
• Deal sensitively and professionally with patients who may be distressed, anxious, upset or have additional communication needs.
• Take accurate messages and ensure they are passed to the appropriate member of the Practice team.
• Process home visit requests in accordance with Practice procedures.
• Provide reception cover as required and work flexibly across the Practice's reception functions.
• Maintain a professional and welcoming reception environment.

2. Appointment Administration

• Book, amend and cancel appointments in accordance with Practice procedures.
• Ensure patient information and appointment details are entered accurately onto the clinical system.
• Manage appointment requests appropriately and follow Practice protocols when directing patients to alternative services.
• Monitor appointment systems and identify any issues or problems to the appropriate supervisor.
• Support the Practice in maintaining efficient use of appointments and clinical resources.
• Provide information to patients regarding appointments and relevant Practice services.

3. Clinical Correspondence and Scanning

• Receive, scan and process incoming clinical correspondence accurately and within required timescales.
• Attach correspondence and documents accurately to the correct patient record.
• Process electronic correspondence received through the Practice's clinical system, document inboxes and email.
• Direct correspondence, tasks and information to the appropriate clinician or administrator in accordance with Practice protocols and workflow.
• Ensure confidential paperwork is handled securely and disposed of appropriately in accordance with Practice procedures and information governance requirements.
• Process new patient records and relevant documentation accurately.
• Read code or enter appropriate information onto the patient record where required and within the limits of the postholder's training.
• Identify information that may require urgent attention and escalate appropriately in accordance with Practice procedures.

4. Prescription and Medication Administration

• Process prescription requests in accordance with Practice procedures.
• Undertake prescription-related administrative tasks within the limits of the postholder's training and delegated responsibilities.
• Ensure requests and relevant information are directed to the appropriate clinician or member of the Practice team.
• Deal with patient queries regarding prescription requests appropriately and escalate clinical queries when required.
• Maintain accuracy and confidentiality when handling medication-related information.

5. General Administration

• Undertake general administrative duties to support the smooth running of the Practice.
• Undertake accurate computer data entry and processing.
• Maintain electronic and paper filing systems as required.
• Process incoming and outgoing correspondence and mail.
• Undertake photocopying, scanning and document preparation.
• Assist with administrative tasks for clinical and non-clinical members of the Practice team.
• Process emails and electronic communications appropriately.
• Provide administrative support for Practice services, projects and initiatives when required.
• Assist colleagues with workload and provide appropriate cover during periods of absence or increased demand.

6. Consultation Rooms and Practice Environment

• s, colleagues and Practice information.
• Comply with the requirements of the Data Protection Act, UK GDPR, Caldicott principles and Practice information governance policies.
• Ensure patient information is only accessed, used or disclosed appropriately and in accordance with authorised procedures.
• Maintain the security of electronic and paper records.
• Ensure passwords and system access details are kept secure and are not shared.
• Maintain awareness of Freedom of Information requirements and refer requests appropriately.
• Report any information governance concerns, breaches or incidents promptly in accordance with Practice procedures.

8. Health, Safety and Infection Prevention

• Comply with Practice health and safety policies and procedures.
• Maintain awareness of personal safety and the safety of patients, visitors and colleagues.
• Report accidents, incidents, hazards and near misses appropriately.
• Follow infection prevention and control procedures and undertake required training.
• Maintain a clean, tidy and safe working environment.
• Follow Practice procedures relating to emergency situations, security and personal safety.

9. Equality, Diversity and Patient Experience

• Treat all patients, colleagues and visitors with dignity, respect and courtesy.
• Promote equality, diversity and inclusion in all aspects of the role.
• Recognise and respond appropriately to individual patient needs and reasonable adjustments.
• Communicate effectively with patients who may have disabilities, communication difficulties or additional support needs.
• Maintain a patient-centred approach and contribute positively to the overall patient experience.

10. Communication and Team Working

• Work collaboratively with reception, administrative, clinical and management teams.
• Communicate clearly and professionally with patients, colleagues and external organisations.
• Develop effective working relationships with members of the Practice team.
• Share relevant information appropriately and ensure messages and tasks are communicated accurately.
• Support colleagues during periods of high workload and provide assistance where appropriate.
• Escalate concerns, problems or issues to the appropriate supervisor or manager.

About us

We are a friendly and committed team consisting of 3 GP Partners, 3 Salaried GPs, 1 ACPs, 3 Pharmacists, 1 Physicians Associate, 3 Practice Nurses and 3 HCAs. The clinical team is supported by an experienced and highly skilled administrative team including Receptionists, clinical coders and secretaries alongside the Practice and Business Management team.

The Practice is within easy reach of Leeds, Bradford and Ilkley, with excellent schools in the area.

We are a high achieving QOF Practice working on SystmOne, committed to delivering a quality service to our 11,000+ patients and we are proud to have been rated GOOD overall by CQC.