Receptionist/Admin

Addison Road Medical Practice; Walthamstow; On-site; GBP 22,000 - 28,000; Full time

Job summary

Addison Road Medical Practice (ARMP) in Walthamstow, North East London, is looking for a proactive Administrator to cover a six-month fixed-term contract. The role focuses on delivering efficient patient services, helping with appointments, and supporting a busy front/back office team.

You will be responsible for handling calls, managing the EMIS web system, and ensuring high quality patient care while working collaboratively with clinical and administrative staff.

Qualifications

• Good people skills to deliver patient services
• High level of organisational skills and communication
• Ability to work under pressure and maintain quality service delivery

Responsibilities

• Open/close the practice at the start/end of day
• Booking, cancelling, amending patient appointments using EMIS web
• Answering calls and handling enquiries while maintaining confidentiality
• Manning the practice email inbox
• Maintain rapport with patients and internal/external stakeholders
• Assist with smooth running of the practice
• Meet front of house and administrative targets
• Undertake administrative tasks
• Liaise with healthcare professionals as needed
• Welcome new patients and assist with joining process

Skills

People skills

Organisational skills

Customer service

Teamwork

Education

GCSE English and Maths

NVQ in Customer Service

Tools

EMIS web

Job description

This is a six-month fixed-term contract to cover a staff member who is currently on leave.Addison Road Medical Practice (ARMP) is looking to recruit an administrator to join our team.

You will have good people skills to deliver patient services in an efficient and professional manner.

You will also need to possess a high level of organisational skills, have excellent communication skills with a good team spirit.

A high level of quality patient care is an integral part of this role. You will need to have the ability to be self motivated and be confident on using your own initiative within the limits of the role. If you are someone who is able to work well under pressure and maintain high quality service delivery, we would like to hear from you.

Main duties of the job

Main duties of the job

• Handle incoming patient calls, respond to patient queries, and assist with appointment bookings.


• The primary function of the role is to deliver patient services in an efficient and professional manner


• Be welcoming, friendly and helpful to patients and visitors


• Working with the team, the front and back office team.


• To assist with the smooth running of the practice.


• To ensure that both front of house and administrative targets are met and maintained.


• Undertaking administrative tasks


• Liaising with healthcare professionals when necessary.


• Initiating contact with and responding to, requests from patients, team members and external agencies


• Helping new patients get settled into the practice by walking them through the process of officially joining the GP

About us

Addison Road Medical Practice (ARMP) is a large teaching practice based in a purpose-built building in Walthamstow, North East London (NEL). The practice serves 19 000 patients and is part of a wider group of 7 GP Practices spread across NEL and SEL serving 75, 000 residents. The practice employs 2 part time nurses and 1 HCA as well as a host of other Allied Health Professionals as part of a diverse multidisciplinary workforce skills mix. The organisation is an at scale primary care provider leveraging scale, technology and high performing teams to deliver high quality and accessible primary care for local residents. ARMPs core values are

• compassion


• quality


• integrity


• respect


• trust


• accountability


• fun

The organisation prioritises career devolvement and staff wellbeing for its 150+ staff members and is committed to supporting the education, training and development of its nursing workforce to ensure sustainability in the local nursing workforce.

Job responsibilities

Open/close the practice at the beginning and end of each day and follow the opening and closing procedures

Booking, cancelling, amending patients appointments using EMIS web clinical software

To answer the telephone promptly and deal with enquiries in a helpful and courteous manner, being aware of the need to maintain confidentiality at all times regarding patients and staff.

Manning the practices email inbox when needed

To maintain a good rapport/relationship between internal and external patients of the Practice at all times.

To have an overview of the demands and workflow of the Practice during the working day.

Ensure the waiting area/reception front desk is kept tidy and keep forms and patient information stocked up where possible.

Arranging appointments for patients reviews as part of QOF/PCN management

Register new patients living within our catchment area

Dealing with internal and external post

To reach practice targets by asking patients to complete the patient friends and family surveys on a daily basis.

Patient engagement proactively inform patients of benefits for signing up to the online services where patients can book appointments, order repeat prescription and view their medical record.

Effectively signpost patients to services appropriate to their needs

Scanning and action the clinical correspondence as per GP instructions into the patients medical records

To be flexible to cover shifts in the event of staff holidays and sickness at short notice.

Person Specification

Experience

• Experience working with the general public Experience in administrative roles


• Experience working in a healthcare setting Previous experience in GP Practice Knowledge of the EMIS system

Experience

• Experience working with the general public Experience in administrative roles


• Experience working in a healthcare setting Previous experience in GP Practice Knowledge of the EMIS system

Qualifications

• GCSE grade A-C (9-4) in English and Maths (or equivalent)


• NVQ in Customer Service or equivalent experience

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.