Receptionist/Administrator

Old Catton Medical Practice; Norwich; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local medical practice in Norwich is seeking a GP Receptionist to provide high-quality service to patients. The role involves managing appointments, handling queries, and supporting the multidisciplinary team in a busy environment. Ideal candidates should have excellent communication skills, administrative experience, and the ability to multitask effectively.

Qualifications

• Self-motivated with a high degree of personal integrity.
• Reliable and able to work on own initiative.
• Previous reception or call centre experience preferred.

Responsibilities

• Responsible for reception duties and support to the multidisciplinary team.
• Managing patient appointments and queries.
• Processing repeat prescription requests.

Skills

Excellent standard of spoken and written English

Good communication skills

Organisational skills

Ability to multitask

Knowledge of clinical databases

Education

Education to GCSE level

Administrative qualification

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 of Norwich, in Old Catton.

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

We are always open to trying new services which may be beneficial 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! This can make the more challenging days a bit easier to deal with!

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

Job responsibilities

To be responsible for undertaking a wide range of reception duties 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 of information 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. To be responsible for the accurate and timely processing of prescription requests for the entitled population, liaising effectively with all relevant personnel. Duties can include but are not limited to, the processing of repeat prescriptions in electronic and hard copy format, including online requests. In addition, the post-holder will be required to support the multidisciplinary team, ensuring the strategic objectives of the practice are met.

Primary Responsibilities:

The following are the core responsibilities of the Reception Administrator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

• 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 caller's request appropriately
• Signpost patients to the correct service
• Initiating contact with and responding to requests from patients, team members and external agencies
• Read code data on SystmOne
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient 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 acceptable timeframe
• Ensure all prescription requests are processed and are ready for collection within a 48-hour timeframe
• Generate requests for medication on behalf of the patient for non-repeat items
• Actively encourage patients to reconcile medications to facilitate monthly collections
• Discuss with patients their requirements, encouraging patients to order only what they require
• Act upon compliance issues, liaising with the appropriate clinician
• Effectively liaise with external services i.e. district nurses to ensure medicaments are arranged for housebound patients
• Deal with all prescription related enquiries in a timely manner
• Record and report adverse effects accurately and appropriately, informing the practice manager immediately

Secondary Responsibilities

• Actively encourage patients to reconcile medications to facilitate monthly collections
• Discuss with patients their requirements, encouraging patients to order only what they require
• Act upon compliance issues, liaising with the appropriate clinician
• Effectively liaise with external services i.e. district nurses to ensure medicaments are arranged for housebound patients
• Deal with all prescription related enquiries in a timely manner
• Record and reported adverse effects accurately and appropriately, 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.