Reception/administrator

Job summary

We are looking for a friendly, organised and motivated Receptionist and Administrator Document Workflow to join our team. This is an important role within the practice, providing an efficient and welcoming reception service while supporting the smooth and accurate processing of clinical and administrative documents.

The successful candidate will be confident communicating with patients, colleagues and healthcare professionals, with excellent attention to detail and the ability to manage a busy and varied workload. You will be responsible for handling incoming correspondence, processing and allocating documents appropriately, maintaining accurate records and ensuring information is dealt with promptly and confidentially.

You will also provide day-to-day administrative and reception support, helping to ensure patients receive a professional and positive experience. We are looking for someone who is reliable, approachable and able to work effectively both independently and as part of a wider team.

If you are organised, conscientious and enjoy working in a patient-focused environment, we would welcome your application.

Main duties of the job

Provide a friendly, professional and efficient reception service to patients and visitors.
Manage incoming telephone calls, enquiries and patient requests appropriately.
Process, scan, read, code and workflow incoming clinical and administrative documents.
Ensure correspondence is accurately directed to the appropriate clinician or team for action.
Maintain accurate and confidential patient records in accordance with NHS policies and procedures.
Provide general administrative support to the practice team.
Liaise with clinicians, patients and external organisations as required.
Prioritise and manage workload effectively, ensuring tasks are completed within required timescales.
Follow information governance, confidentiality, safeguarding and health and safety procedures.
Work collaboratively with colleagues to support the smooth and effective running of the service.

About us

We are a multidisciplinary NHS General Practice providing comprehensive primary care services to our registered patient population. The practice operates with a diverse and experienced clinical and administrative team, working collaboratively to provide safe, effective, and patient-centred care.

Our clinical team consists of 4 GP Partners, 2 Salaried GPs, 3 Advanced Nurse Practitioners (ANPs), 3 Practice Nurses, 2 Healthcare Assistants (HCAs), 2 Clinical Pharmacists, 1 Pharmacy Technician, 1 Paramedic, 1 Mental Health Practitioner, 1 Paediatric Specialist Practitioner, 1 Practice Manager, 1 Digital and Practice Manager (DPM), and 1 Care Coordinator.

The practice is supported by a strong administrative team comprising 4 Medical Secretaries, 3 Administrators, and 11 Receptionists. All members of the team work closely together to ensure the smooth running of the practice, effective communication, accurate record keeping, and delivery of high-quality patient care.

Our multidisciplinary approach enables us to provide a broad range of services within the practice, while supporting GPs and other clinicians in managing patients effectively and reducing pressure on primary care services.

Job description

Job responsibilities

Provide a welcoming, professional and courteous reception service to patients, visitors and healthcare professionals.

Deal with face-to-face, telephone and electronic enquiries in an appropriate and timely manner.

Process incoming clinical correspondence, letters, reports, referrals and other documentation.

Scan, upload, accurately identify and allocate documents to the appropriate patient record and clinician/team.

Review incoming correspondence and ensure documents requiring action are appropriately workflowed in line with practice procedures.

Maintain accurate and up-to-date patient records, ensuring information is handled securely and appropriately.

Support clinicians and administrative staff with document management and other administrative tasks.

Handle sensitive and confidential information in accordance with NHS information governance and data protection requirements.

Liaise with hospitals, community services, pharmacies, patients and other healthcare organisations where appropriate.

Monitor outstanding administrative tasks and escalate issues where necessary.

Ensure urgent or clinically significant correspondence is brought to the attention of the appropriate member of the clinical team in accordance with local procedures.

Maintain a good understanding of practice systems and undertake relevant training as required.

Assist with general administrative duties, filing, photocopying, scanning and data entry.

Follow practice policies and procedures relating to confidentiality, safeguarding, health and safety and infection prevention and control.

Work flexibly and collaboratively with colleagues to ensure an efficient and patient-centred service.

Person Specification

Experience

Essential

Experience
Previous experience in a reception, administrative or customer service role.
Experience of working in a busy environment and managing competing priorities.
Experience of handling confidential and sensitive information.
Experience of using computerised systems for data entry and maintaining accurate records.
Skills and Knowledge
Excellent verbal and written communication skills.
Good IT and keyboard skills, with the ability to learn and use new computer systems.
Excellent attention to detail and a high level of accuracy.
Ability to organise, prioritise and manage workload effectively.
Ability to work to deadlines and remain calm under pressure.
Understanding of the importance of confidentiality and data protection.
Ability to communicate effectively and professionally with patients, colleagues and healthcare professionals.
Personal Qualities
Friendly, approachable and professional manner.
Reliable, punctual and conscientious.
Able to work independently and use initiative.
Able to work effectively as part of a team.
Flexible and willing to undertake additional duties appropriate to the role.
Commitment to providing a high-quality, patient-centred service.

Desirable

Experience
Previous experience working within an NHS, GP practice or healthcare setting.
Experience of working with clinical correspondence and document workflow.
Experience using GP clinical systems such as EMIS Web or SystmOne.
Experience of processing referrals, hospital letters and other clinical documentation.
Knowledge and Skills
Understanding of NHS primary care and GP practice processes.
Knowledge of information governance and confidentiality within a healthcare setting.
Understanding of the importance of accurate and timely document processing.
Experience using Microsoft Office and other administrative software.
Ability to recognise and appropriately escalate urgent correspondence in accordance with practice procedures.
Qualifications and Development
Relevant administration or customer service qualification.
Willingness to undertake further training and development relevant to the role.
Knowledge or training in NHS information governance, safeguarding or confidentiality.

Qualifications

Essential

Qualifications and Experience
Previous experience in a reception, administration or customer-facing role.
Experience of working in a busy environment and managing a varied workload.
Experience of using computerised systems for data entry and record keeping.
Experience of handling confidential or sensitive information.
Previous experience within a healthcare or NHS environment is desirable but not essential.
Knowledge and Skills
Good standard of written and verbal communication.
Good IT skills and confidence using computer systems.
Accurate data entry skills with excellent attention to detail.
Ability to process, organise and prioritise information effectively.
Ability to manage competing priorities and meet deadlines.
Understanding of the importance of confidentiality and information governance.
Ability to communicate professionally and appropriately with patients, colleagues and external organisations.
Personal Attributes
Friendly, approachable and professional manner.
Reliable, organised and conscientious.
Ability to remain calm and professional when working under pressure.
Able to work independently and use initiative within agreed procedures.
Ability to work effectively as part of a team.
Commitment to providing a high-quality, patient-focused service.
Willingness to undertake training and develop knowledge and skills relevant to the role.

Desirable

Qualifications and Experience
Previous experience working within an NHS, GP practice or other healthcare setting.
Experience of working with clinical correspondence, document workflow or medical records.
Experience using primary care clinical systems such as EMIS Web or SystmOne.
Experience working in a patient-facing reception environment.
Previous experience of dealing with referrals, hospital correspondence or other clinical documentation.
Knowledge and Skills
Understanding of NHS primary care services and the role of a GP practice.
Knowledge of NHS information governance, confidentiality and data protection requirements.
Understanding of document workflow processes and the importance of accurate and timely information handling.
Good knowledge of Microsoft Office and other administrative software.
Ability to identify and appropriately escalate urgent or clinically important correspondence in accordance with practice procedures.
Personal Attributes
Flexible and adaptable approach to work.
Willingness to support colleagues and contribute to service improvements.
Ability to learn new systems and procedures quickly.
Commitment to continuous learning and professional development.

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

Peelhouse Medical Plaza

Address

Peelhouse Lane

Widnes

Cheshire

WA8 6TN

United Kingdom

Employer's website

https://www.peelhouse-medical-plaza.nhs.uk/

Apply Now