Medical Receptionist/Admin Assistant

• 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.

• Main Duties and Responsibilities

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Essential

• Essential Criteria
• Qualifications and Training
• Good standard of general education, including English and Mathematics.
• Willingness to undertake all mandatory Practice training.
• Willingness to undertake training relevant to the role, including information governance, confidentiality and infection prevention and control.
• Experience
• Experience of working in a busy customer-facing, administrative or service environment.
• Experience of dealing with members of the public in person and/or by telephone.
• Experience of using computerised systems for data entry and general administration.
• Experience of handling confidential or sensitive information appropriately.
• Knowledge and Understanding
• Understanding of the importance of confidentiality and data protection.
• Understanding of the need for accuracy when entering and processing information.
• Understanding of the importance of following policies, procedures and agreed working practices.
• Awareness of the importance of providing a professional and patient-focused service.
• Skills and Abilities
• Good verbal and written communication skills.
• Good telephone manner and ability to communicate professionally with a wide range of people.
• Good IT and keyboard skills, with the ability to learn and use new computer systems.
• Ability to enter information accurately and pay close attention to detail.