Practice Receptionist and Administrator
Job summary
Elm Lodge Surgery is seeking a part-time (20 hours per week) Practice Receptionist and Administrator who is passionate about working as part of our team to provide an excellent patient experience.
Main duties of the job
The successful candidate will be an effective communicator with a welcoming and calm demeanour that puts our patients at ease.
Your main role will be working on the surgery reception, answering phone calls, assisting patients and booking appointments.
A high degree of confidentiality, sensitivity, discretion and tact is required.
Experience of working in a GP surgery is desirable. Support and training will be provided.
The successful candidate will be expected to work a fixed shift pattern including some 8am starts.
About us
We are a GP Partnership in Dulwich (SE24) with high patient satisfaction and outstanding health outcomes.
The surgery team is experienced, with many of our colleagues having worked at Elm Lodge for over 10 years. We are welcoming to new team members.
We prioritise providing a good service to our patients, and seek to work in a way that is environmentally sustainable.
Job description
Job responsibilities
Job title: Practice Receptionist and Administrator
Reports to: Practice Manager
Accountable to: Practice Manager
Hours: 20 per week
Summary:
To work as part of our team to provide an excellent patient experience. This will include:
Receiving, assisting and directing patients in accessing the appropriate services in a courteous, efficient and effective way.
Projecting a positive, caring and friendly image to patients and other visitors, in person and on the telephone.
Provide assistance to the clinical and administrative team to ensure the smooth running of the surgery.
Areas of responsibility:
The following list is not exhaustive and is subject to change to support business need.
Patient services
Be the point of contact for all patients arriving at the surgery
Ensure total familiarity with the practice appointment system
Ensure that the waiting area and patient environment is clean and tidy at all times.
Deal with face to face/phone patient queries from other team members where appropriate
Liaise with other members of the primary health care team, outside agencies and practice volunteers as required
Be available to cover reception if required to support colleagues annual and sick leave
Administration
To have a thorough knowledge of all Practice procedures.
To work in accordance of written protocols.
Accurately record incoming messages and safely pass them to the appropriate person
Action tasks by contacting patients via phone, sms or letter
Process referrals
Deal with patient enquiries in a polite and professional manner
Complete the more complex admin tasks
Monitor and reply to emails sent to the practice.
Information technology:
Have a working knowledge of all EMIS (including Workflow), eReferrals, NHS Mail, Electronic Prescribing and other software and hardware that support patient services
Support patients to use self-check in screens, and other electronic equipment such as the patient BP machine.
Communication
The post holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise peoples needs for alternative methods of communication and respond accordingly
Ensure communication systems are running smoothly
General
The post holder may be required to undertake additional duties not identified here to meet the needs of the practice. They must also be willing to attend relevant meetings, study and update days even if not on a usual working day
Confidentiality
Sign and follow the practices confidentiality policy at all times
Health & Safety
The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Reporting potential risks identified
Equality and diversity
The post holder will support the equality, diversity and rights of patients, carers and colleagues.
Personal/professional development
The post holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Security
The post holder should follow the practice locking-up protocol to ensure the security of the premises
Person Specification
Qualifications
- Good general education to GCSE level
- NVQ Customer Service NVQ Business and Administration
Experience
- Experience of working in a customer facing role
- Experience of working as part of a multi-disciplinary team
- Ability to understand and learn new software and administrative procedures
- Experience of working in a GP surgery
Key Skills
- Excellent IT skills
- Excellent written and spoken skills in English
- EMISWeb trained
- Knowledge of medical terminology
- Experience using MS Excel
- Ability to speak a second language
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Elm Lodge Surgery
Address
2 Burbage Road
London
SE24 9HJ
Employer's website
https://www.elmlodgesurgery.co.uk/