Administrator/Receptionist

Integrated Care System; Dorchester; On-site; GBP 40,000 - 60,000; Part time

Job summary

A healthcare practice in Dorchester is seeking a part-time Practice Team administrator/receptionist. The role involves greeting patients, managing appointments, and providing excellent customer service. Flexibility in scheduling is required for this 16.5-hour per week position. The ideal candidate will be friendly, have good IT skills, and thrive in a team environment.

Qualifications

• Experience in a General Practice Reception environment preferred.
• Ability to remain calm and professional under pressure.
• Flexibility to work adapted shifts as required.

Responsibilities

• Greet and assist patients at the reception.
• Manage appointments and patient information via clinical systems.
• Maintain patient confidentiality at all times.

Skills

Excellent communication skills

Customer service skills

Time management

Teamwork

IT proficiency

Education

GCSE English and Maths Grade C or above

NVQ 3 in Business Administration or Customer Services

Tools

SystmOne

Job description

Due to retirement we are currently seeking a capable, enthusiastic, andcommitted Practice Team administrator/receptionist to join our close-knit,hardworking, and friendly team. While prior experience with SystmOne and theNHS is advantageous, it is not mandatory.

Our admin team provide an important first point of contactfor our patients. Excellent customer service and an empathetic approach isvital for this role. A good working knowledge of IT and proficient keyboardskills are important. Training will be given on the use of our clinical system.

We have 1 vacancyworking 16.5 hours per week over 3 days. These contracted hoursinclude working during ourextended hours service on a Saturday morning, on a rota basis.

The successful applicant should have the followingattributes:

Friendly and approachable with a sense of humour.

Flexibility to work morning and afternoon shifts, providecover for holidays and sickness

Able to work as part of a team and liaise appropriatelywith other healthcare professionals.

Main duties of the job

Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

About us

Puddletown Surgery is a friendly, rural, practice of two GP partners and one salaried GP, serving a population of 4,280 patients. We are a training practice and work from large modern, purpose-built premises. We dispense to 99% of our patients. The practice prides itself on high levels of patient satisfaction and its reputation as a centre of excellence. We actively encourage clinical and administrative staff in their own further training and professional development.

Job responsibilities

Job Overview

This role is dynamic andmultifaceted, involving administrative support for clinical staff and themanagement of patient requests in various formats; face to face, telephone, andthrough clinical systems. It demands an individual who can maintain composureduring busy periods, possesses excellent communication skills, IT proficiency,multitasking abilities and confidence in both independent and collaborativework within a supportive and flexible team environment.

General Administration

To have a thorough knowledge of all Practiceprocedures and to work in accordance with written protocols, always adhering topatient confidentiality.

Using the clinical computer system to managepatient information and book appointments

Filing incoming correspondence into patientrecords and workflow accordingly

Initiating contact with and responding torequests from patients, team members and external agencies

Other related tasks as delegated

Patient services

Welcoming and checking in patients into thesurgery

Acting in a courteous, respectful and helpfulmanner promoting the values of Puddletown Surgery, ensuring confidentiality ismaintained

Answer incoming phone calls and managing asappropriate

Managing patient appointments, e-Consultations,and assigning tasks to the appropriate clinician

Direct requests for information i.e. SubjectAccess Request, insurance/solicitors letters and DVLA forms to theadministrative team, retrieving notes if applicable

Providing additional information or signpostingpatients to other services

Monitor and maintain the waiting areas ensuringthat all information is up to date and relevant

Maintain a clean, tidy, effective working area

Open and close the surgery as directed byPractice protocol

Registrations of new patients and temporaryregistrations in line with Practice protocols

Update patients change of details in line withPractice protocols

Scanning of patient related documentation intopatient records

Managing transfer of patient paper records

Summarising new patients records

Other tasks

Ensure building security closing of doors and windows,use of alarm system

Any other tasks allocated by the PracticeManager or Team Leader

Manage all queries as necessary in an efficientmanner

Support colleagues, providing cover during staffabsences, and help cover annual Flu clinics

Ordering and monitoring of stationery supplies

Any other administrative task delegated to theteam by clinicians and health professionals

Actively participate in the Practice ContinuousPerformance Management process

Attending Practice meetings and trainingsessions as needed

Complete mandatory training as directed

Person Specification

Knowledge

• An understanding of a General Practice Reception environment
• Knowledge and or experience of SystmOne

Behaviours

• Performing under pressure/ ability to remain calm, controlled and professional
• Work effectively as a team member
• Self-motivated/resourceful
• Flexibility/available to work flexible hours demanded by the job
• Confidentiality and integrity

Experience

• Experience of working in a team
• Experience of using own initiative/multitasking
• Experience of providing excellent customer service
• Experience of working within a General Practice Reception environment

Qualifications

• English and Maths GCSE Grade C and above or equivalent
• NVQ 3 in Business Administration or Customer Services

Skills

• Excellent communication skills (Written and Oral)
• Prioritising, planning and organising
• Time management and the ability to work to deadlines
• Negotiation and conflict management
• Interpersonal skills

Attributes

• Willingness to learn
• Personable manner with a good sense of humour
• Well-presented and polite
• Enthusiastic, honest, empathetic and reliable
• Patient, tolerant, tactful, and discreet
• Able to recognise own limitations, identify learning needs and act on them appropriately

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.