GP Administrative Assistant / ReceptionistNHS

Job summary

The post requires the post holder to be responsible, together with the other receptionists, for the interface between the Practice and the public, particularly the patients of the Practice, both in person and on the telephone.

To work closely with the other Reception and Administrative team members to ensure the smooth running of reception and efficient delivery of service to the patients.

To work together with colleagues to ensure the timely and accurate recording of data onto patients electronic records.

To process referral data accurately and in a timely manner.

To keep the premises and those in it safe by ensuring that hazards are minimised, protocols and policies are adhered to and problems are communicated.

To present a positive and professional impression of the Practice to colleagues, patients and other visitors.

Main duties of the job

KEY RESPONSIBILITIES AND DUTIES

Greet patients and visitors to the Practice promptly and courteously.

Invite and encourage patients to use the NHS App.

To be responsible, together with the other reception staff, for the accurate operation and maintenance of the clinical appointment system at both sites.

To process incoming and outgoing telephone calls.

To share responsibility for all the administration associated with patient services.

To advise the line manager(s) of any problems with workload or systems in good time.

To share responsibility for opening and closing the building including, in line with Practice protocols.

To ensure that the reception and waiting areas are always kept tidy.

To share responsibility for keeping display materials in good order, ensuring that only relevant, authorised material is available to visitors and patients.

To be aware of the Practice policies on confidentiality.

To be aware of the Practice philosophy and treat patients and visitors with respect and tolerance. To cope with the occasional rude and/or aggressive patient calmly, reporting such incidents to your line manager, Practice Manager or a Partner and calling for assistance when required.

14. To provide cover for absent colleagues and to work flexibly according to the needs of the Practice.

Job description

ACCOUNTABLE TO Operations Manager

Practice Manager

The Partners

LIAISES WITH Practice Patients

All members of the Practice Team

Other professional staff working in or with the Practice

Other staff working on site

Community Trust or equivalent

ICB or equivalent

The Local Authority

Other agencies connected with the Practice

Suppliers of goods and services

Third Sector Organisations

JOB SUMMARY

The post requires the post holder to be responsible, together with the other receptionists, for the interface between the Practice and the public, particularly the patients of the Practice, both in person and on the telephone.

To work closely with the other Reception and Administrative team members to ensure the smooth running of reception and efficient delivery of service to the patients.

To work together with colleagues to ensure the timely and accurate recording of data onto patients electronic records including registration and deregistration.

To process referral data accurately and in a timely manner.

To keep the premises and those in it safe by ensuring that hazards are minimised, protocols and policies are adhered to and problems are communicated.

To present a positive and professional impression of the Practice to colleagues, patients and other visitors.

KEY RESPONSIBILITIES AND DUTIES

1. To greet patients and visitors to the Practice promptly and courteously, assisting with enquiries, directing them where appropriate, ensuring that accurate information is supplied and that the reception desk is constantly attended. Keep patients and visitors politely informed of delays. Ensure any patient aids in the waiting area are in working order, e.g. self-check-in; BP Pod; call board screens, Hearing Loop, etc. Report any damage or malfunction to the appropriate helpdesk or to a line manager.

2. Invite and encourage patients to use the NHS App.

3. To be responsible, together with the other reception staff, for the accurate operation and maintenance of the clinical appointment system at both sites.

4. To process all incoming and outgoing telephone calls, ensuring that callers are answered courteously, promptly and clearly and that accurate messages are always passed on to the appropriate person in a timely and appropriate manner.

5. To maintain accurate patient record systems, both manual and computerised, including movement of records and filing or scanning of all correspondence, in accordance with Practice protocols.

6. To share responsibility for all the administration associated with patient services, working to Practice protocols and policies, including chasing up results, booking interpreters, filing, clinical coding and other data entry, opening the daily post and any other reasonable duties that may arise.

7. To advise the line manager(s) of any problems with workload or systems in good time.

8. To share responsibility for opening and closing the building including, in line with Practice protocols. Including: to ensure the phone is switched on and off at the correct times; to lock and unlock the building; to set and deactivate the alarm; to switch equipment on at the beginning of the day and off at the end of the day.

9. To ensure that the reception and waiting areas are always kept tidy, stocked appropriately and free from hazards in accordance with Practice policy and health and safety legislation.

10. To share responsibility for keeping display materials in good order, ensuring that only relevant, authorised material is available to visitors and patients.

11. To be aware of the Practice policies on confidentiality, disclosure of information and recording systems, both manual and computerised. To maintain strict confidentiality concerning patients, staff and Practice business always. To be aware of changing legislation regarding Information Governance and GDPR and attending training when required to maintain up to date knowledge.

12. To use Practice equipment and supplies in a safe and appropriate manner, advising one of the managers of any malfunction, shortage or other problem.

13. To be aware of the Practice philosophy and treat patients and visitors with respect and tolerance. To liaise sensitively with people from a variety of backgrounds, and those with communication difficulties. To cope with the occasional rude and/or aggressive patient calmly, reporting such incidents to your line manager, Practice Manager or a Partner and calling for assistance when required.

14. To provide cover for absent colleagues and to work flexibly according to the needs of the Practice.

15. To identify, together with your line manager, any personal training needs and to be prepared to undertake any relevant training courses when necessary.

16. To adhere to all relevant Practice protocols.

17. Any other duties, appropriate to the post, as required by the management.

TEAM WORKING

To work harmoniously with all Practice colleagues, with particular emphasis on other members of the Reception and Administrative team. Take an active role in the Practice team, contribute to meetings and offer ideas for service improvement. Seek to improve communication skills and team working skills.

EQUAL OPPORTUNITIES

It is the aim of the Practice to ensure that no job applicant or employee receives less favourable treatment on the grounds of sex, race, colour, religion, marital status, sexuality, age or disability and is not placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end the Practice has an Equal Opportunities Policy and it is for each employee to contribute to its success. The post-holder should refer to the Equality and Diversity section of the Practice Handbook.

CONFIDENTIALITY

All information concerning patients/clients partners, staff and practice matters must be treated as strictly confidential at all times. The post-holder must familiarise themselves with the requirements under the Child and Adult Safeguarding Policy and the Whistle-blowing policy and act in accordance with these guidelines.

ACCESS TO HEALTH RECORDS

Any member of staff who contributes to patients health records is expected to be familiar with, and adhere to, the Practices Standards of Records Keeping Policy. Staff should be aware that patients records throughout the Practice will be subject to regular audit.

All staff who have access to patients records have a responsibility to ensure that these are maintained efficiently and that confidentiality is protected in line with the Practices Confidentiality of Health Records Policy.

All staff have an obligation to ensure that health records are maintained efficiently and that confidentiality is protected. Staff are also subject to this obligation both on an implied basis and also on the basis that, on accepting their job description, they agree to maintain both patient / client and staff confidentiality.

In addition, all health professionals are advised to compile records on the assumption that they are accessible to patients in line with the Access to Health Records Act 1990.

HEALTH AND SAFETY

To be aware of the responsibility placed on employees under the Health and Safety Work Act (1974) and ensure that agreed safety procedures are carried out in order to maintain a safe environment for employees, patients and visitors. The post-holder should refer to the Practice Health & Safety Policy.

DATA PROTECTION

If you have contact with computerised data systems you are required to obtain, process and/or use information held on a computer or other electronic device in a fair and lawful way. Further you are required to hold data only for the specific registered purpose and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed.

NO SMOKING POLICY

There is a no smoking policy in operation in the Practice. In accordance with this policy smoking is positively discouraged and is not permitted anywhere on the premises or in the immediate vicinity outside.

WASTE DISPOSAL

All staff must ensure that waste produced within the Practice is disposed of in such ways that control risk to health, or safety of staff and the public alike in accordance with relevant guidance.

About us

Are you a people-focused professional looking to make a meaningful difference in the Camden community? Join Ampthill & Regents Park Practice as a GP Administrative Assistant / Receptionist! Operating across our two vibrant sites -Ampthill Practice (Crowndale Road) and Regents Park Practice (Cumberland Market) you will be the welcoming face and voice of our team. This fast-paced, rewarding role is perfect for an excellent communicator who thrives on helping others, managing variety, and working as part of a supportive, collaborative healthcare family. If you have a passion for customer care and want a role where no two days are the same, apply today to help us deliver exceptional care to our patients.