Receptionist/Administrator

Cardiff and Vale University Health Board; Grove; On-site; GBP 18,000 - 23,000; Full time

Job summary

South Coast Medical Group is seeking two friendly and organised Receptionist/Administrators for The Grove Surgery and Denmark Road Medical Centre. You will be the first point of contact for patients, handling enquiries face-to-face and by phone while delivering efficient administrative support to the practice team.

The role involves scheduling appointments, registering patients, processing repeat prescriptions and maintaining accurate records.

Qualifications

• Experience in reception, administrative or customer-facing roles.
• Excellent communication skills, both face-to-face and on the phone.
• Ability to use clinical computer systems and basic IT.
• Commitment to patient confidentiality and professional conduct.

Responsibilities

• Welcomes patients and visitors and assists with enquiries.
• Answers and redirects incoming calls to appropriate team members.
• Manages appointments, home visits and patient enquiries.
• Registers new patients and updates electronic records.
• Processes repeat prescription requests per practice procedures.
• Maintains filing, scanning and general admin duties and supports the team.

Skills

Communication skills

Customer-facing experience

IT skills

Organisational skills

Confidentiality

Teamwork

Education

General education (English & Maths)

Job description

South Coast Medical Group is looking for 2 friendly, organised and approachable Receptionist/Administrators to join our teams at The Grove Surgery and our Denmark Road Medical Centre(DRMC) This is a varied and busy role at the heart of the practice, providing an important first point of contact for our patients and supporting the wider clinical and administrative team. We are looking for someone who is confident communicating with people both face-to-face and over the telephone, has good administrative and IT skills, and is able to remain calm, professional and helpful in a busy healthcare environment., The Receptionist/Administrator will provide a courteous, efficient and effective reception and administrative service to patients and the wider practice team. The role will include:

• Welcoming patients and visitors to the surgery and assisting with their enquiries.
• Answering incoming telephone calls and directing patients to the appropriate service or member of the team.
• Processing requests for appointments, home visits and other patient enquiries.
• Booking, amending and managing patient appointments using the practice clinical system.
• Registering new patients and updating patient information.
• Processing repeat prescription requests in accordance with practice procedures.
• Scanning, filing, photocopying and carrying out general administrative duties.
• Signposting patients and visitors to appropriate services where required.
• Monitoring the waiting area and communicating effectively with clinical and administrative colleagues.
• Maintaining patient confidentiality and handling sensitive information appropriately.
• Supporting the smooth day-to-day running of the surgery and undertaking other reasonable duties as required.

To receive, assist and direct patients in accessing the appropriate healthcare professional or service within the surgery in a courteous, efficient and effective manner.

To provide general administrative support to the surgery team and project a positive and friendly image to patients and other visitors, whether in person or via the telephone. The post holder will also provide information and signposting to patients and visitors where appropriate.

Reception and patient contact

• Welcome and check in patients attending the surgery.
• Respond to patient enquiries in a courteous, respectful and helpful manner.
• Answer incoming telephone calls and redirect calls as appropriate.
• Process requests for same-day and future appointments.
• Deal with requests for home visits in accordance with surgery procedures.
• Contact patients when requested by the clinical or supervisory team.
• Cover reception positions as required.
• Monitor the waiting area and keep other members of the practice team informed of any relevant issues.
• Open and close the surgery as directed by practice procedures.
• Signpost patients and visitors to other services where appropriate.

Administration and computer work

• Maintain a good working knowledge of surgery procedures and work in accordance with agreed protocols.
• Use the clinical computer system to manage patient information and appointments.
• Register new patients and maintain accurate electronic patient records.
• Process changes of address and other updates to patient information.
• Process repeat prescription requests in accordance with surgery guidelines.
• Scan and file documentation onto the clinical system.
• Undertake photocopying and other general administrative duties as required.
• Regularly access and use NHS email.
• Respond appropriately to computer-generated alerts, flags and reminders.

Confidentiality

The post holder will have access to confidential and sensitive information relating to patients, carers, colleagues and the organisation. All information must be treated as strictly confidential and only shared with authorised individuals in accordance with South Coast Medical Group policies and procedures and relevant data protection requirements.

Health, safety and infection prevention

• Work in a way that promotes their own health and safety and that of colleagues, patients and visitors.
• Identify and report potential risks.
• Follow appropriate infection prevention and control procedures.
• Maintain a safe, clean and tidy working environment.
• Complete required training and apply this knowledge within the workplace.

Equality and diversity

• Respect the privacy, dignity, needs, beliefs and rights of patients, carers and colleagues.
• Treat people fairly and without judgement.
• Work in accordance with organisational policies, procedures and relevant legislation.

Communication and teamwork

• Communicate effectively and professionally with patients, carers and colleagues.
• Recognise when alternative methods of communication may be required.
• Work effectively as part of the wider practice team.
• Manage their own workload and time appropriately.
• Contribute ideas and suggestions to improve the effectiveness of the team and service.

Training and development

• Complete all required statutory and mandatory training.
• Participate in an annual performance review.
• Take responsibility for their own learning and development.
• Maintain and develop the skills required to undertake the role effectively.

The post may include other reasonable duties as determined by South Coast Medical Group.

• Excellent verbal and written communication skills.
• Ability to remain calm, professional and helpful in a busy environment.
• Good organisational and time-management skills.
• Ability to prioritise workload and manage competing demands.
• Good attention to detail and ability to maintain accurate records.
• Understanding of the importance of confidentiality when handling patient information.
• Ability to work effectively both independently and as part of a team.
• Friendly, approachable and patient-focused manner.
• Reliable, flexible and willing to support colleagues as required.
• Willingness to undertake mandatory training and ongoing development.
• Ability to demonstrate behaviours in line with South Coast Medical Group values: Seek Solutions, Care and Be Compassionate, Mean What You Say, and Grow Relationships.
• Good standard of general education, including English and Maths or equivalent.
• Good level of IT literacy and confidence using computer systems.
• Experience of working in a reception, administrative or customer-facing role.
• Experience of dealing with members of the public both face-to-face and by telephone.
• Experience of using computer systems for data entry, record keeping or appointment administration.
• Previous experience of working within General Practice, primary care or the wider NHS.
• Experience of working with clinical or patient record systems.
• Experience of working in a busy reception environment.

About us

South Coast Medical Group is an award-winning Primary Care Network, providing primary care services to more than 55,000 patients across Bournemouth. We are a large, forward-thinking organisation made up of a number of GP practices and teams working together to provide high-quality, accessible and patient-centred care to our local communities. Our Reception and Administration teams are a vital part of the organisation and are often the first point of contact for our patients. We recognise the important role they play in creating a positive patient experience and in supporting the smooth day-to-day running of our services. Our values underpin the way we work: Seek solutionsWe look for ways to improve what we do and embrace innovation, proactivity and continuous learning. Care and be compassionateConsideration is at the heart of excellent care, high standards and a positive work environment. Mean what you sayHonest input from staff and patients is the driving force behind the continuing development of the organisation. Grow relationshipsWe work collaboratively with staff and patients to build strong relationships that help us uphold our values. The successful candidate will join a supportive team and will be expected to contribute positively to these values and to our commitment to providing a high standard of care and service to our patients.