Medical Receptionist - Administrative

Title: Medical Receptionist/Admin

Location: London United Kingdom

Pay scheme

Agenda for change

Band

Band 2

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A4477-26-0002

Job locations

Suite-2 Waldron Health Centre

Amersham Vale

London

SE14 6LD

United Kingdom

Job summary

 

The role involves providing front-line reception services and administrative support to patients, clinicians and the wider Practice team. The successful candidate will be responsible for handling patient enquiries, managing appointments, processing documentation and maintaining accurate patient records while adhering to Practice policies and NHS guidelines.

Applicants must be flexible, organised, able to work under pressure and committed to delivering high standards of patient care and customer service.

 

Main duties of the job

 

Main Duties and Responsibilities Reception Duties

• Provide a professional, friendly and efficient reception service to patients and visitors.
• Greet patients and assist with general enquiries in person and by telephone.
• Book, amend and cancel appointments in accordance with Practice procedures.
• Signpost patients to the most appropriate service where required.
• Process repeat prescription requests and issue completed prescriptions to patients after carrying out identity checks.
• Ensure patient confidentiality is maintained at all times.
• Provide cover for all reception positions when required.

Administration Duties

• Maintain a thorough understanding of Practice procedures, policies and protocols.
• Process incoming correspondence, including scanning and workflow management through Docman.
• File and maintain electronic patient records accurately.
• Open, sort and distribute incoming mail.
• Prepare documentation and reports as requested by clinicians and management.
• Support the Practice recall and call/recall systems.
• Carry out photocopying, scanning and other routine administrative tasks.

 

 

 

About us

 

Clifton Rise Family Practice is a well-established GP practice committed to delivering high-quality, patient-centred care. Our dedicated team works collaboratively to provide a professional and efficient service to our patients. We value professionalism, teamwork, effective communication and a positive working environment.

As a Medical Receptionist/Admin, you will become an important part of the practice team. The role offers variety, daily interaction with patients and colleagues, and opportunities to develop your knowledge and experience within NHS primary care.

 

Job description

Job responsibilities

 

 

Main Duties and Responsibilities

Reception and Patient Services

• Welcome patients and visitors in a friendly, professional and courteous manner.
• Respond to patient enquiries face-to-face, by telephone and through online services.
• Provide patients with appropriate information and assistance while maintaining confidentiality and professionalism.
• Book, amend and cancel appointments in accordance with Practice procedures.
• Process same-day and future appointment requests received by telephone, online and in person.
• Deal with enquiries efficiently and refer patients to the appropriate member of the Practice team where necessary.
• Provide reception cover and support colleagues during busy periods and staff absence.

Care Navigation and Triage

• Undertake appropriate care navigation and non-clinical triage of patient requests in accordance with Practice protocols.
• Gather relevant information from patients to help identify the most appropriate clinician, service or pathway.
• Signpost patients to appropriate Practice, NHS or community services where required.
• Recognise potentially urgent requests and escalate these promptly to the appropriate clinician in line with Practice procedures.
• Accurately record patient requests and relevant information on the clinical system.
• Record home visit requests accurately and refer them to the appropriate clinician.
• Maintain appropriate professional boundaries and ensure that clinical decisions and clinical advice are referred to a suitably qualified healthcare professional.

Appointment Management

• Manage patient appointment requests efficiently and appropriately.
• Book patients with the appropriate clinician or service in accordance with Practice procedures.
• Manage appointment changes, cancellations and general appointment enquiries.
• Help maximise appropriate use of available appointments.
• Prepare clinic lists and associated documentation where required.
• Ensure information relating to appointments and patient requests is recorded accurately.

Telephone Duties

• Answer incoming telephone calls promptly, professionally and courteously.
• Deal with patient enquiries appropriately and efficiently.
• Take and relay accurate messages to clinicians and other members of the Practice team.
• Transfer calls to the appropriate person or service where required.
• Operate the Practice telephone system in accordance with Practice procedures.

Docman and Document Management

• Process incoming clinical and administrative correspondence using Docman.
• Scan, upload, index and workflow documents accurately to the appropriate patient record.
• Review and process incoming documents in accordance with Practice procedures.
• Allocate and workflow documents to the appropriate clinician or member of the Practice team.
• Monitor and manage assigned Docman workflows and complete relevant administrative actions.
• Ensure documents and correspondence are processed accurately and promptly.
• Identify urgent or important correspondence and escalate appropriately in accordance with Practice procedures.
• Ensure documents are attached to the correct patient record.
• Maintain accurate electronic patient records and ensure information is filed correctly.
• Process incoming electronic and paper correspondence.
• Carry out scanning, filing and other document management duties.
• Maintain confidentiality and information governance standards when handling all patient documentation.

General Administration

• Maintain accurate and up-to-date electronic patient records.
• Open, sort and distribute incoming post and correspondence.
• Prepare documentation, letters, forms and reports as requested by clinicians or management.
• Support Practice recall and call/recall systems.
• Carry out scanning, photocopying, filing and other routine administrative duties.
• Process administrative tasks and patient requests in accordance with Practice procedures.
• Maintain a good working knowledge of Practice policies, procedures and protocols.
• Support clinicians and other members of the Practice team with appropriate administrative duties.

Prescriptions

• Process repeat prescription requests in accordance with Practice procedures.
• Assist with the safe handling of prescriptions.
• Issue completed prescriptions where applicable following appropriate identity checks.
• Refer prescription queries or concerns to the appropriate clinician or member of the Practice team.

Confidentiality and Information Governance

• Maintain patient confidentiality at all times.
• Handle confidential and sensitive information appropriately.
• Ensure patient information is accessed and shared only where appropriate and necessary for the role.
• Follow Practice procedures relating to confidentiality, data protection and information governance.
• Ensure patient records, documents and computer systems are handled securely.

Practice Operations

• Support the opening and closing of the Practice when required.
• Assist in maintaining reception, waiting and administrative areas appropriately.
• Complete relevant Health & Safety checks in accordance with Practice procedures.
• Help ensure the premises are secure when undertaking closing duties.
• Report operational, safety, security or facilities concerns promptly to the appropriate person.

Team Working

• Work collaboratively and respectfully with GPs, nurses, healthcare professionals, receptionists, administrators and other members of the Practice team.
• Provide appropriate support and cover for colleagues during periods of absence or increased workload.
• Communicate effectively with colleagues to support continuity of patient services.
• Contribute to a positive, supportive and professional working environment.
• Attend Practice meetings and training sessions when required.

Training and Development

• Complete mandatory and role-specific training as required.
• Maintain and develop knowledge of Practice procedures, policies and systems.
• Participate in relevant training relating to reception, administration, care navigation, patient access, Docman and other Practice systems.
• Participate in appraisal, supervision and ongoing professional development appropriate to the role.

General Responsibilities

• Provide a consistently professional, respectful and helpful service to patients and colleagues.
• Treat patients fairly and with dignity and respect.
• Work in accordance with Practice policies, procedures and protocols.
• Maintain high standards of accuracy and attention to detail.
• Manage workload effectively and prioritise tasks appropriately in a busy General Practice environment.
• Work flexibly to support the operational needs of the Practice.
• Maintain professional standards and confidentiality at all times.
• Undertake any other reasonable duties appropriate to the Medical Receptionist/Administrator role and the operational requirements of the Practice.

Please note: This job description provides an outline of the main duties and responsibilities of the post and is not intended to be exhaustive. Duties may be reviewed and amended from time to time in accordance with the operational needs of the Practice and the responsibilities appropriate to the role.

 

 

Person Specification

Experience

Essential

• Previous experience working in a GP practice, NHS or healthcare setting.
• Previous experience as a Medical Receptionist/Administrator or in a similar role.
• Experience using EMIS Web or a similar clinical system.
• Experience using Docman, including document processing and workflow management.
• Experience dealing with patients both face-to-face and over the telephone.
• Experience managing appointments and patient enquiries.
• Experience handling confidential and sensitive information.

Desirable

• Experience of care navigation and patient signposting.
• Experience processing repeat prescription requests.
• Experience supporting patient recall and call/recall systems.
• Experience working within a busy primary care environment.

Qualifications

Essential

• GCSE Grade A to C / Grade 4 to 9 (or equivalent) in English and Maths.
• Good level of written and spoken English.
• Basic IT/computer literacy.

Desirable

• Customer service, administration or business administration qualification.
• Relevant healthcare or NHS administration training.
• Care navigation or similar primary care training.

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

Clifton Rise Family Practice

Address

Suite-2 Waldron Health Centre

Amersham Vale

London

SE14 6LD

United Kingdom