Receptionist/Administrator

• Welcome and assist patients, liaising with the practice team and healthcare professionals.
• Manage appointments via EMIS, Accurx and telephone, including bookings, cancellations, recalls and consultations.
• Register new patients and temporary residents, ensuring accurate records.
• Handle enquiries, messages and requests, directing patients to appropriate services.
• Process home visit requests and arrange transport for housebound patients.
• Maintain telephone, answerphone and appointment systems.

• Open/secure practice premises in line with procedures.
• Process incoming/outgoing mail, filing, scanning, photocopying and data entry.
• Maintain accurate records and process information in accordance with practice protocols.
• Keep reception, noticeboards and patient information areas tidy and presentable.
• Provide administrative support to the practice team and cover absences/overtime when required.
• Complete mandatory and statutory training and other reasonable duties.

• Prepare, retrieve, file and maintain accurate patient records and correspondence.
• Process repeat prescriptions in accordance with practice guidelines and issue completed prescriptions safely.

• Prepare, clean, check and restock consulting rooms before and after sessions, ensuring they are secure and ready for use.

• RECEPTIONIST / ADMINISTRATOR

• Receiving patients, consulting with members of practice team.
• Maintain and monitor the practice appointment system (EMIS) by processing personal and telephone requests for appointments ande-requests (Accurx), telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• Register new patients, temporary residents and any requiring immediate and necessary treatment, carefully checking all details for accuracy and enter on computer registration link
• Taking messages and passing on information.
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.
• Ensure that system is operational at the beginning of each day and switched over to night service and that the answer phone operational at the end of each day.

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
• Processing and distributing incoming and outgoing mail.
• Filing and retrieving paperwork.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying, and scanning.
• Keeping the reception area, notice boards, leaflet etc. tidy and presentable.
• Cover sickness/annual leave and work reasonable overtime when required, including some weekends.
• Perform any other relevant and reasonable duties that may be requested by the Deputy Practice Manager, Practice Manager andPartners.
• Undertake statutory and mandatory training as required.

• Book/edit/cancel appointments and recalls ensuring sufficient information is recorded to retrieve medical record.
• Monitor effectiveness of the system and report any problems or variations required.
• Deal with home visit requests, carefully noting all details
• Arrange transport to hospital appointments for housebound patients.

• Ensure that all records are accurately compiled in advance for each consulting session.
• Retrieve and refile records as required, ensuring that strict alphabetical order is adhered to.
• Ensure correspondence, reports, results, etc., are filed in correct record.
• Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover.
• Processing repeat prescriptions in accordance with practice guidelines.
• Handing completed repeat prescriptions to patient and checking names and address.

• Clearing and re-stocking of consulting rooms as required.
• Consulting rooms prepared in readiness for each consulting session.
• Rooms are checked at the end of each consulting session and left tidy and secure.

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
• Maintain an awareness of the Freedom of Information Act.
• 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

• The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures.

• Actively report health & safety hazards and infection hazards immediately
• Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
• Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
• Undertaking periodic infection control training (minimum annually)
• Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.
• Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.
• Reporting incidents using the organisations Incident Reporting System
• Using personal security systems within the workplace according to Practice guidelines
• Making effective use of training to update knowledge and skills

• The post-holder will support, promote and maintain the Practices Equality & Diversity Policy.
• No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
• The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

Essential

• High level of IT literacy is essential.
• Confident and accurate use of clinical and administrative systems.
• Able to enter, retrieve and process data accurately.
• Competent in Microsoft Office, email and electronic communication.
• Able to undertake searches, data collection and monitoring of information.

Essential

• Reliable, punctual and conscientious.
• Professional and approachable.
• Resilient and able to remain calm under pressure.
• Flexible and adaptable to changing priorities.
• Demonstrates initiative and a willingness to learn.
• Commitment to maintaining confidentiality and professional standards.

Essential

• Previous experience working in a GP practice/General Practice is essential.
• Experience using EMIS and Accurx.
• Experience managing patient appointments, telephone enquiries, electronic requests and home visit requests.
• Experience handling confidential and sensitive patient information.
• Experience processing repeat prescription requests and maintaining medical records.

Desirable

• Experience working within NHS Primary Care or another healthcare setting.
• Experience using other NHS/Primary Care systems.
• Experience supporting clinical staff with administrative or secretarial duties.

Essential

• Good standard of general education, including GCSE English and Mathematics (Grade C/4 or above) or equivalent.
• Evidence of further education, vocational training or relevant qualifications in administration, healthcare or customer service.
• Willingness to undertake mandatory and role-specific training.

Desirable

• Level 2/3 qualification in Business Administration, Customer Service, Health & Social Care or equivalent.
• GP/Primary Care administration or reception qualification.

Essential

• Good understanding of GP practice procedures and Primary Care services.
• Understanding of patient confidentiality, GDPR, Data Protection and Caldicott principles.
• Understanding of appropriate signposting and directing patients to relevant healthcare professionals/services.
• Awareness of health and safety and infection prevention and control requirements.

Desirable

• Knowledge of QOF, Enhanced Services, recalls, clinical coding or other GP performance processes.
• Knowledge of NHS Primary Care targets and reporting requirements.

Essential

• Excellent verbal and written communication skills.
• Able to communicate professionally, clearly and sensitively with patients, relatives, colleagues and healthcare professionals.
• Able to deal calmly and courteously with challenging or distressed patients.
• Able to maintain professional boundaries and confidentiality.