Patient Administrator

Woodbury Surgery; Hampstead; On-site; GBP 14,000 - 21,000; Part time

Job summary

Woodbury Surgery in Hampstead/ North London area is seeking a motivated Administrator to join our friendly practice team. The role offers 26-34 hours per week over 3-4 days, with a set shift pattern from 8:00am to 6:30pm, Monday to Friday.

The successful candidate will support the smooth running of the Practice across administration and reception duties, delivering excellent patient service and liaising with healthcare professionals. Training will be provided.

Qualifications

• Experience in reception or administration preferred.
• Healthcare/GP environment experience is advantageous but not essential.
• In-house training will be provided to successful candidates.

Responsibilities

• Receive, assist and direct patients in person or by phone.
• Undertake administrative duties to support the Practice.
• Facilitate communication between patients, staff and other healthcare agencies.

Skills

Reception duties

Customer service

Administrative tasks

IT skills

Education

GCSEs in English and Maths

Tools

Microsoft Office

SystmOne

Job description

We have an exciting opportunity for a motivated and flexible Administrator to join our friendly practice team. The post offers 26-34 hours per week, typically worked over 3-4 days, on a set shift pattern within our opening hours of 8:00am to 6:30pm, Monday to Friday.

The successful candidate will support the smooth running of our Practice covering a range of administrative and reception duties. You will have exceptional customer service skills and enjoy assisting our patients as well as liaising with other healthcare professionals. Your versatility and willingness to adapt to the changing needs of the surgery will be crucial along with the ability to work both independently and as a part of our multi-skilled team.

Previous experience in a healthcare/ GP environment is preferred but with proven administration and organisation skills is not essential as in house training will be given to successful candidates.

Main duties of the job

• Receive, assist and direct patients and visitors in a courteous and positive manner, both in person and via the telephone.
• Undertake a variety of administrative duties to assist in the smooth running of the Practice.
• Facilitate effective communication between patients, members of the Practice team, and other healthcare agencies.

About us

Woodbury Surgery is a busy rural dispensing practice serving a growing patient population of approximately 5,400 patients. We are a high-performing, forward-thinking practice committed to providing high-quality healthcare and preventative services to our local community.

Patient care is at the heart of everything we do. We strive to deliver a responsive, compassionate and personalised service, ensuring that every patient receives the care and support they need. Our friendly and supportive team works collaboratively to maintain high standards while creating a positive experience for both patients and staff.

As a valued member of our team, you will have the opportunity to contribute to a practice that is dedicated to continuous improvement, innovation and excellent patient care.

Job responsibilities

Receive, assist and direct patients and visitors in a courteous and positive manner, both in person and via the telephone. Undertake a variety of administrative duties to assist in the smooth running of the Practice. Facilitate effective communication between patients, members of the Practice team, and other healthcare agencies.

Key Responsibilities

Communicate effectively with patients, staff, visitors and other agencies

Receive, welcome and advise patients, sign posting them where necessary

Make appointments and operate the appointments systems as directed

Answer telephone enquiries from patients, staff and other external agencies

Process and record information in accordance with Practice protocols

Arrange patient referral appointments as directed by GPs utilising e-Referral system where appropriate. Liaise with the Referral Support Service as required

Process and distribute incoming and outgoing mail

Administer new patient registrations and patient deductions

Explain Practice arrangements to newly registering patients

Monitor the practice website for patient submissions and send appropriate responses

Booking and monitoring of patient waiting lists

Unlock/lock premises and maintain security in accordance with Practice protocols

Attend Practice meetings and staff training as required

Responsibilities will be reviewed periodically in line with changing circumstances. Duties and responsibilities may be varied as required by the Partners and Practice Manager, in consultation with the post holder, in order to maintain a high standard, efficient reception/ administration service.

Generic Responsibilities

All staff at Woodbury Surgery have a duty to conform to the following:

• Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

• Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

• Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

• Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

• Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Person Specification

Qualifications

• Good standard of education, including GCSEs (or equivalent) in English and Maths

Skills and Abilities

• Able to work independently whilst following established procedures, protocols and guidance.
• Excellent attention to detail with the ability to maintain accuracy when working under pressure.
• Strong organisational and multitasking skills, with the ability to manage competing priorities.
• A willingness to learn and develop new skills and ways of working.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Flexible and adaptable, with a willingness to support colleagues and provide cover during periods of leave or increased demand.
• Confident using digital systems and technology, with the ability to learn new software applications quickly.

Experience

• Experience of working in a reception, customer service or patient-facing role.
• Good IT skills with experience of using Microsoft Office applications, including Outlook, Word and Excel.
• Experience of working with computerised systems and maintaining accurate records.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with a wide range of people.
• Experience of working in a busy environment and managing competing demands.
• Previous experience working within a GP Practice or NHS setting.
• Experience of using clinical systems, such as SystmOne.
• Understanding of patient confidentiality and data protection requirements.

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.