Receptionist/Administrator

NHS; Norwich; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare provider in Norwich seeks a Reception Administrator to manage patient reception duties and support a multidisciplinary team. The ideal candidate will demonstrate strong communication skills, be able to multitask efficiently, and have experience in a reception or healthcare environment. The role involves greeting patients, managing appointment systems, and processing prescription requests. This position offers a chance to make a meaningful impact within the community.

Qualifications

• Excellent standard of spoken and written English.
• Self-motivated with a high degree of personal integrity.
• Reliable with an organised approach to work.

Responsibilities

• Managing appointment systems and processing patient requests.
• Greeting and directing patients, handling phone calls.
• Processing repeat prescription requests in a timely manner.

Skills

Good communication skills

Organisational skills

Ability to multitask

Knowledge of clinical databases

Time management

Ability to work under pressure

Education

GCSE level education

Administrative qualification (advantageous)

Tools

Microsoft Office (Word & Excel)

SystmOne

Job description

Our GP receptionists help make a positive impact on our local community. You will be responsible for providing a high-quality service to patients, across our practices.

You must be able to work collaboratively with the general practice team to meet the needs of patients.

We welcome applications from organised, adaptable, and friendly individuals, who are keen to help us provide a friendly service. If you are conscientious with a strong team-working ethic, then this could be the ideal role for you. Previous applicants need not apply and we reserve the right to close the job advert as soon as sufficient applications have been received.

Main duties of the job

• Receiving and directing patients
• Dealing with incoming and outgoing telephone calls
• Supporting patients to find answers to their queries
• Processing basic repeat prescription requests
• Dealing with email and website queries, directing them appropriately
• Registering new patients
• Opening and closing procedures of the surgery
• Any other duties as reasonably required

About us

We are an 8500 patient practice based to the North East ofNorwich, in Old Catton.

We have 3 GP partners, 1 salaried GP, a nursing team andvarious roles fulfilled by the PCN - these include a Physiotherapist, MentalHealth Nurse, a Clinical Pharmacist and more!

We are always open to trying new services which may bebeneficial to our patient population.

As well as working hard, we enjoy laughing a LOT...almost as much as we enjoy eating the various treats that appear in the office! Thiscan make the more challenging days a bit easier to deal with!

If you would like to find out more about our surgery orspeak to a member of our team before applying please do contact us with anyquestions you may have.

Job responsibilities

To be responsible for undertaking a wide range of receptionduties and the provision of general support to the multidisciplinary team.Duties can include but are not limited to, greeting and directing patients,effective use of the appointment system, booking appointments, processing ofinformation and assisting patients as required. To act as the central point ofcontact for patients, the distribution of information, messages and enquiriesfor the clinical team, liaising with multidisciplinary team members andexternal agencies such as secondary care and community service providers. To beresponsible for the accurate and timely processing of prescription requests forthe entitled population, liaising effectively with all relevant personnel.Duties can include but are not limited to, the processing of repeatprescriptions in electronic and hard copy format, including online requests. Inaddition, the post-holder will be required to support the multidisciplinaryteam, ensuring the strategic objectives of the practice are met.

Primary Responsibilities:

The following are the core responsibilities of the ReceptionAdministrator. There may be on occasion, a requirement to carry out othertasks; this will be dependent upon factors such as workload and staffinglevels:

Maintaining and monitoring the practice appointment system

Process personal, telephone and e-requests for appointments

Answer incoming phone calls, transferring calls or dealingwith the callers request appropriately

Signpost patients to the correct service

Initiating contact with and responding to, requests frompatients, team members and external agencies

Read code data on SystmOne

Photocopy documentation as required

Data entry of new and temporary registrations and relevantpatient information as required

Input data into the patients healthcare records as necessary

Direct requests for information i.e. SAR, insurance /solicitors letters and DVLA forms to the administrative team

Manage all 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

Process repeat prescription requests received by email,slips and the online access system, in accordance with practice protocol

Produce prescriptions for the GP to sign in an acceptabletimeframe

Ensure all prescription requests are processed and are readyfor collection within a 48-hour timeframe

Generate requests for medication on behalf of the patientfor non-repeat items

Actively encourage patients to reconcile medications tofacilitate monthly collections

Discuss with patients their requirements, encouragingpatients to order only what they require

Act upon compliance issues, liaising with the appropriateclinician

Effectively liaise with external services i.e. districtnurses to ensure medicaments are arranged for housebound patients

Deal with all prescription related enquiries in a timelymanner

Record and reported adverse effects accurately andappropriately, informing the practice manager immediately

Secondary Responsibilities

Actively encourage patients to reconcile medications tofacilitate monthly collections

Discuss with patients their requirements, encouragingpatients to order only what they require

Act upon compliance issues, liaising with the appropriateclinician

Effectively liaise with external services i.e. districtnurses to ensure medicaments are arranged for housebound patients

Deal with all prescription related enquiries in a timelymanner

Record and reported adverse effects accurately andappropriately, informing the practice manager immediately

Person Specification

Qualifications

• Whilst no minimum grades are required to fulfil the role, we do expect the candidate to have an excellent standard of spoken and written English.
• Good communication skills - both in person and over the telephone. To be able to communicate well in writing as well as verbally possessing tact and diplomacy
• Self-motivated with a high degree of personal integrity
• An organised approach to work.
• Reliable.
• Ability to work on own initiative.
• Ability to maintain strict confidentiality.
• Able to work under pressure.
• Calm and patient manner. Ability to work to deadlines and under pressure.
• Ability to multitask and prioritise own workload. Time management skills.
• Knowledge of clinical databases including SystmOne.
• Ability to use Microsoft Office programs (Word & Excel).
• Ability to file accurately.
• Education to GCSE level.
• Administrative qualification would be advantageous.
• Previous reception or call centre experience is preferred.
• Experience working in an environment with direct contact with the public.
• Experience in a GP Practice or Health Care Organisation.

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.