Reception / Administration
Fell Cottage Surgery
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Job summary
Fell Cottage Surgery in Gateshead is seeking a friendly, experienced Medical Receptionist / Administrator to join our reception team. You will handle patient registration, appointments, and routine administrative duties to support our multidisciplinary team.
Hours are 37.5 per week. The role requires good IT skills, excellent communication, and empathy for patients, with potential involvement in clinical liaison and data entry.
Qualifications
- GCSE level or equivalent educational background.
- Excellent communication and IT skills required.
- Experience in health care settings and reception duties is preferred.
Responsibilities
- Maintaining and monitoring the practice appointment system.
- Process personal, telephone and e-requests for appointments.
- Answer incoming phone calls and direct callers appropriately.
- Greet patients and signpost to the correct service.
- Process mail and handle prescription requests.
- Data entry for registrations and patient information.
- Input data into patient healthcare records and scan documents.
- Support the multidisciplinary team and liaise with external agencies.
- Maintain reception area and notice boards, and manage queries efficiently.
Skills
Education
Tools
Job description
PREVIOUS APPLICANTS PLEASE DO NOT RE-APPLY. PLANNED INTERVIEW DATES ARE TO COMMENCE THE WEEK OF THE 19TH OCTOBER PREVIOUS EXPERIENCE PREFERRED BUT NOT ESSENTIAL
We are looking for an experienced, friendly, hard working individual to join our dedicated reception team.
The candidate should be committed to caring for our patients and the well being of others.
The candidate will be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to our multi-disciplinary team.
Duties will include but are not limited to, greeting and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) and assisting patients as required.
You will act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.
- Maintaining and monitoring the practice appointment system
- Process personal, telephone and e-requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Greet all patients and visitors
- Signpost patients to the correct service
- Process incoming and outgoing mail
- Handle prescription requests received in person, via telephone or electronically
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Process referrals to external agencies such as secondary care using the electronic referral system (ERS)
- Action GP2GP tasks
- Read code data on EMIS Web
- File and store records as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary.
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records
- Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Monitor and maintain the reception area and notice boards
Fell Cottage surgery is located in the heart of Low Fell in Gateshead, our surgery is a listed building which was once a residential property. We are lucky to led by two GP partners and five salaried GPs in surgery and supported by a great nursing team consisting of one Lead Nurse, one Practice Nurse and two Health Care Assistants. We are a training practice supporting GP trainees, Physician Associates, Career Start Nurse and Training Nurse Associates. Our Admin team of 10 staff are supported by our Office Manager and our Secretary. Our surgery benefits from having our own Patient Care Coordinator who works directly with our patients. We also work alongside our extended team of Additional Role Staff which includes Pharmacists, Counsellors, Mental Health Practitioners, Social Prescribers, Midwife and Health Visitors. We have a family feel whilst striving to deliver the best healthcare to our patients.
Medical Receptionist / Administrator
Office Manager
Practice Manager
37.5
To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) 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.
Our aim is the provision of high quality, evidence based, effective care for all of our patients delivered by a cohesive, happy team.
All staff at Fell Cottage Surgery have a duty to conform to the following:
A good attitude and positive action towards Equality, Diversity and Inclusion creates and 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 advancement. 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.
This practice is committed to supporting and promoting opportunities to 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.
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.
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.
On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Office Manager.
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.
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Staff at Fell Cottage Surgery must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
At Fell Cottage Surgery, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.
All personnel are entitled to take leave. Line managers are to ensure all of their staff are afforded the opportunity to take all of their leave entitlement.
- Maintaining and monitoring the practice appointment system
- Process personal, telephone and e-requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signpost patients to the correct service
- Process incoming and outgoing mail
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Process referrals to external agencies such as secondary care using the electronic referral system (ERS)
- Process letters are requested
- Action GP2GP tasks
- Read code data on Emis Web
- Photocopy documentation as required
- File and store records as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records
- Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Carry out system searches as requested
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain the reception area and notice boards
- Support all clinical staff with general tasks as requested
- Partake in audit as directed by the audit lead
- Produce meeting agendas and record the minutes of meetings
- Support administrative and receipt staff, providing cover during staff absences
- Complete opening and closing procedures in accordance with the duty rota
- As required support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
- Ordering and monitoring of stationery supplies
- Competent in the use of Microsoft Office applications
- Effective time management
- Ability to follow policies and procedures
- Ability to work in a changing environment
- Ability to work in a changing environment
- Able to handle difficult situations
- Ability to work as a team member
- Ability to work autonomously
- Confident with problem solving
- Experience of working in a health care setting
- Experience of administrative / receptionist duties
- Experience of working in a primary care setting
- Educated to GCSE level or equivalent
- GCSE Mathematics & English C or above
- AMSPAR Receptionists Qualification
- NVQ Level 2 in Health and Social Care
- Polite and confident
- Flexible and cooperative
- Caring and supportive
- Sensitive and empathetic in distressing situations
- Motivated
- Excellent communication skills (written and verbal)
- Strong IT skills
- Clear, polite telephone manner
- Good interpersonal skills
- Ability to use EMIS web
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.
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