Administrator / Receptionist - (33hrs a week in shifts)
Job title: Receptionist / administrator
Location: Hillview Medical Centre, Woking
1. Organisation details
Office manager / team leader
Providing a high quality service to patients through supporting the smooth running of the administration, reception and clinical teams
2. Main purpose of the role
To work with other administrators / receptionists and healthcare professionals to provide a high quality service to our patients. Provide the first point of contact for patients and other visitors (face to face, telephone, digital) and provide administrative support.
3. Main responsibilities of the role
Provide general administrative and / or secretarial assistance to the practice team to ensure that patients receive the high quality service that the practice aims for and that the practice runs in an efficient and effective way.
Receive and support patient to access appropriate healthcare services in a professional, courteous, efficient and effective way. Project a positive and friendly image to patients and other visitors, either in person or via the telephone.
4. Key areas accountable for
Our roles are split into a number of different combinations of reception and administrative tasks – depending on the needs of the organisation and
4.1 The main areas include:
Summarising and coding key patient information from letters / notes received into patient records.
Creating tasks from information received – to ensure information is acted on appropriately.
Monitoring and responding to emails received.
Supporting the clinicians to provide appropriate care to patients – including arranging appointments / tests.
Helping to recall patients for reviews.
Managing patient reviews and deductions on an on-going basis.
Stock ordering and control.
Ensuring consulting rooms are stocked appropriately.
Patient communications (Jayex screen, leaflets, notice boards).
Checking consulting rooms each morning – turning on computers etc
Checking lights, windows computers etc. at the end of each day
Straightening/tidying the waiting room at the end of the day
Keeping leaflets tidy and stocked
Photocopying, scanning and filing of paper records
Inputting patient information into the computerised system
Producing letters to other health organisations as required
Ordering stationery and office supplies, consumables or medical/clinical supplies (sometimes under the supervision of one of the nursing staff)
Receiving and checking deliveries
Open up premises at the start of the day when first to arrive – deactivate the alarm and make all necessary preparations to receive patients.
When last to leave at the end of the day, ensure the building is totally secured, internal lights are off and the alarm activated.
Undertake any other additional duties appropriate to the post as requested by the partners or the office / practice managers.
Opening and sorting post, scanning it onto patient records.
Handling telephone and face to face requests for appointments and making the appointments on the computerised appointments system.
Booking in patients when they arrive at the surgery (when necessary).
Helping new patients register with the surgery and managing associated paperwork.
Helping our prescriptions administrator as appropriate.
4.2 Team work:
The post-holder will :
- Apply practice policies, standards and guidance at all times.
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
- Participate in audits where appropriate.
- Cover for staff absences where required.
5. Our standards
We expect all staff to demonstrate the following standards within their job roles, and to be reviewed against them in their appraisals / development reviews:
- to be friendly, helpful and welcoming
- to introduce ourselves by name and role, and explain what we do
- to listen and respond promptly to what patients really want or need
- to do what we have promised
- to offer to help – not wait to be asked
- to find someone to help if we aren’t able to
- to deliver the best possible care / service at all times
- to provide an environment that is tidy and clean