Practice Receptionist/Administrator

• Ensure the delivery of high-quality patient services within a safe and efficient work environment by providing effective support to clinicians and staff.
• Maintain a calm and professional reception area.
• Be the first point of contact for patients, projecting a positive and friendly image to patients and visitors.
• Assist with any queries, whether in person, over the phone, or online.
• Handle patient enquiries efficiently and courteously
• Process payments and issue receipts for non-NHS services.
• Assist with care navigation, helping patients find the most appropriate clinician or service. (Training will be provided.)
• Monitor incoming E-Consult messages, scheduling appropriate appointments or directing them to appropriate member of staff.
• Accurately record and assess requests for emergency appointments / home visits based on urgency, following practice protocols.
• Answer incoming phone calls promptly and professionally, ensuring calls are documented and acted upon or redirected as appropriate.
• Coordinate with GPs, Nurses, and the clinical team to relay information, follow up on documentation, results, and appointments.
• Monitor the office email account, actioning requests and escalating urgent matters to appropriate member of staff when necessary.
• Timely action EMIS tasks and DOCMAN workflow.
• Update and maintain patient records through accurate data entry.
• Open and lock practice premises as needed, ensuring security protocols are followed.

• To have a thorough knowledge of all practice procedures.
• To work in accordance of written protocols
• Patient navigation/Signposting to various services and PCN Hub
• Scanning documents

• Receiving patients
• Consulting with members of practice clinical teams
• Navigation of patients to correct services and triage appointments
• Flexible to cover for annual leave/sickness when required

• Process appointment requests for today future appointments from patients by telephone and in person.
• Deal with visits requests

• Computer data entry and medical records.
• Process patients change of address computer data and medical records (have knowledge of practice area).

• Have working knowledge of our new cloud telephony telephone system (training given).

• Maintain a Clear desk policy and adhere to practice policies
• Ensure building security have thorough knowledge of doors/windows/alarm.
• Any other tasks allocated by managers

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
• Customer service experience and the ability to work in a high pressure environment

• Experience of Emis Web
• Experience of patient triage and navigation to services
• Experience of working in a GP practice

• Good level of education
• Reception/customer facing skills/experience
• Experience of working in a busy environment
• Ability to multi task and prioritise own workload
• Experience of working within a team

Essential

• Smart, polite and confident.
• Excellent planning and organising skills.
• Able to perform under pressure.
• Work on own initiative & Self motivated.
• Team player.
• Flexible.
• Fully understands the importance of Confidentiality and Information Governance.
• Experience of working with the general public.
• Experience of reception work.
• Strong interpersonal and communication skills (both written and verbal).
• Proficient IT skills, particularly in data entry.
• Clear and polite telephone etiquette.
• Effective time management and ability to meet deadlines.
• Strong problem-solving abilities.

Desirable

• Experience of working in Primary Care/General Practice.
• Knowledge of Accurx messaging system.
• Knowledge of Triage system.
• Knowledge of the EMIS Patient and Clinical System.
• Knowledge of Docman system.
• Knowledge of Microsoft office (email/word/excel).