Receptionist/Administrator

Dorking Healthcare Ltd.; Godstone; On-site; GBP 40,000 - 60,000; Part time

Job summary

A local healthcare provider in Godstone is seeking an enthusiastic part-time Receptionist/Administrator to manage patient enquiries and support the practice team. The role involves handling appointment requests, managing correspondence, and ensuring the smooth operation of the surgery for over 7,000 patients. Strong organizational and communication skills are essential, along with a minimum of one year in a similar administration role. This position includes training opportunities and benefits like NHS pension membership and annual leave.

Benefits

NHS pension scheme

27 days annual leave plus bank holidays

Employee Assistance Programme

Opportunities for training and career progression

Qualifications

• Minimum of one year of administration experience in a similar role.
• Efficient and meticulous approach to tasks.
• Ability to maintain confidentiality at all times.

Responsibilities

• Dealing with patient enquiries face-to-face and via telephone.
• Booking appointments and managing patient requests.
• Managing communications through the NHS App and interactive website.

Skills

Attention to detail

Time management

Effective communication

Education

GCSE (Grade A-C) or equivalent in English and Maths

Tools

SystmOne

Microsoft Word

Email systems

Job description

Weare looking for an enthusiastic and hard-working Receptionist/Administrator tojoin our friendly team in the beautiful village of Godstone. The position is part-time,30 hours per week, Monday to Friday. This will be a combination of shifts, either8.00am to 4.00pm or 10.30am to 6.30pm, with occasional late-night cover until 8.00pm on aThursday.

Main duties of the job

The mainresponsibilities of this role include dealing with patient enquiries face toface, over the telephone, and through our interactive website or the NHS App.

Youwill manage patient requests via our digital triage platform, as well ascommunicate with GPs and other healthcare professionals to ensure that a safeand efficient service is provided to our 7,000 patients.

Daily administrativetasks will include booking appointments, prescription management, registering newpatients, managing the generic email inbox and scanning and coding all incomingcorrespondence, including clinic letters from hospital consultants anddischarge summaries.

Managing appointment requests and queries via ourinteractive website is a key part of this role, as this is the main route ofcommunication between patients and the practice. SystmOne is our clinical ITsystem, and Accurx is used as our digital messaging platform. Full trainingwill be provided as part of the induction process.

This is avaried role offering training and development opportunities in-house and acrossthe wider DHC GP Federation. This role is suited to someone who enjoys workingin a fast-paced environment where each day brings new challenges and successes.

Please note that we reserve the right to closethe advert early if we receive sufficient applications.

About us

We are a vibrant and friendly team who are devoted to delivering a high standard of healthcare and customer service to our patients.

DHC GP Federation is a patient-focused and proactive community-based independent provider of NHS services with strong links to all the GPs working within our Federation of 7 Primary Care Networks, including 19 GP Practices across Surrey from Epsom and Dorking to Godstone.

DHC was awarded the contract to run Pond Tail, Godstone GP Practice from 1st January 2022 and has recruited additional administrative and clinical staff to increase the team of staff working within the Practice to re-establish the service after a period of considerable change. DHC has a strong commitment to delivering high-quality community-oriented services and to working in partnership with service users, carers, health and social care agencies and voluntary agencies.

The benefits we offer include:

• Membership of the NHS pension scheme
• 27 days annual leave plus bank holidays, increasing with length of service
• Access to an Employee Assistance Programme
• Opportunities for training, development, and career progression

Some of our sites have free on-site parking (subject to availability)

We aim to be an employer of choice and conduct annual staff satisfaction surveys

We encourage and promote diversity, ensure all voices are heard and included, and are committed to equal opportunities for all.

Job responsibilities

JOB SUMMARY

The main aim for this job role is to ensure the smooth running of the surgery for patients and clinicians through operating an effective and efficient appointments system and providing administrative support to all members of the practice team.

DUTIES AND RESPONSIBILITIES OF THE POST

Main duties and responsibilities of the post:

Management of electronic medical records

• Ensure that records are up to date, comprehensive and accurate
• Scan incoming documents to SystmOne using workflow templates to ensure accurate coding
• Enter records of patient interactions on SystmOne as instructed
• Manage communications from patients and healthcare professionals via an interactive website and NHS App
• Handling the safe and timely processing of requests for repeat prescriptions from patients.

Management of paper medical records

• Ensure that records are available for urgent consultations or other purposes as required
• Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to
• Ensure records are kept neat and tidy and in good repair, with all necessary information recorded correctly on the outer cover

Management of the appointment system

• Ensure total familiarity with the appointment system, including regular and incidental variations
• Book appointments and recalls, ensuring sufficient information is recorded in line with our digital triage policy and signposting tools
• Monitor flow of patients into the waiting room, ensuring the appointment system accurately reflects the arrival of patients
• Monitor the effectiveness of the system and report any problems or variations to the Practice Manager
• Book home visits when appropriate

Administrative support

• Provide administrative support to members of the primary health care team.
• Liaise with Consultants & their secretaries
• Answer general enquiries from patients over the telephone & at the main reception or signpost to the correct service
• Monitor the surgery email inbox and action documents accordingly
• Undertake other relevant duties as required.

ORGANISATIONAL POSITION

The Administrator/Receptionist will report to the Practice Manager.

INDIVIDUAL RESPONSIBILITIES

• Adhere to DHC policies and procedures and relevant legislation, including the requirements of any professional bodies attend mandatory training as identified by the DHC. Be particularly aware of the importance of Equality and Diversity, ensuring that all colleagues, patients, clients and visitors are dealt with in line with DHC policy.
• Participate in reflection, self-evaluation and continuous professional development, including performance review. Ensure mandatory training is up-to-date at all times.
• Contribute to ongoing projects as required.
• This job description represents an outline of the responsibilities of the post and is not intended to be an exhaustive list of duties or tasks. It will change and develop in line with organisational needs and may be amended following consultation with the post-holder. Additional duties and responsibilities that are in line with the scope and responsibility of the role may be added in future.

CONFIDENTIALITY

The post holder must maintain the confidentiality of information about patients, clients, staff and DHC business in accordance with the Data Protection Act 2018 and Caldicott Principles.

WORK SETTING AND REVIEW

The post holder will work under the guidance and leadership of the Practice Manager and Clinical Lead GP for Pond Tail. Once familiar with the surgery and DHCs systems, policies and procedures, s/he will be expected to proactively manage their day-to-day tasks, prioritising them accordingly with the minimum supervision required.

Regular meetings with the PM will take place in order to discuss and prioritise work, and any issues or problems are to be reported to and discussed with the PM at the earliest opportunity.

Annual appraisals take place within DHC, during which yearly objectives are set. These are monitored regularly to ensure they are successfully achieved.

All staff at DHC are encouraged to develop their skills to keep them up to date and to learn new systems and procedures.

Thisjob description represents an outline of the responsibilities of the post andis not intended to be an exhaustive list of duties or tasks. It will change and develop in line withorganisational needs and may be amended following agreement with thepost-holder.Please note that we reserve the right to closethe advert early if we receive sufficient applications.

Person Specification

Qualifications

• Studied to a minimum standard of GCSE (Grade A-C) or equivalent, in English and Maths.

Experience

• Previous successful administration experience in a similar role (minimum of one year).
• Experience in using Word and email.

Other factors

• Efficient and meticulous approach to undertaking tasks.

Skills and Aptitudes

• Attention to detail and maintaining accuracy in all work.
• Organised, good time management skills.
• Able to cope with a busy workload.
• Positive approach, calm under pressure.
• Ability to form and maintain good working relationships with colleagues and patients.
• Ability to work constructively as part of a small team.
• Able to maintain confidentiality at all times.

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.