Receptionist /Administrator

Rosemead Surgery; Thatcham; On-site; GBP 19,000 - 23,000; Full time

Job summary

Rosemead Surgery is seeking a friendly Receptionist/Administrator to support daily operations and front desk duties. You will help patients access care, manage a busy reception, and assist the practice team with administrative tasks. Experience in general practice and EMIS is advantageous, and a calm, professional demeanor is essential.

The role involves handling appointments, prescriptions, and telephone inquiries, with a focus on maintaining smooth, patient-centered service throughout the day.

Qualifications

• Passion for helping people in a patient-facing role.
• Ability to stay calm under pressure in a busy general practice.
• Good communication skills and customer service mindset.

Responsibilities

• Greet visitors and answer questions at the reception.
• Manage incoming calls and direct to the appropriate healthcare professional.
• Book and schedule appointments using EMIS, process requests for visits and consultations.
• Process repeat prescriptions in line with practice guidelines and ensure accuracy.

Skills

Communication skills

Calm under pressure

EMIS experience

Tools

EMIS Clinical System

Job description

Rosemead Surgery is a friendly supportive practice. We are currently looking for a Receptionist /Administrator. You will need to have a passion for helping people, and to be able to stay calm under pressure. Good communication skills will be an advantage as would previous experience of working in general practice and or other healthcare related environments. Experience of working with EMIS Clinical System will also be an advantage. Only shortlisted applicants will be contacted. The duties and responsibilities of the role are varied and can change from time to time with direction of the Assistant Practice Manager or Practice Manager. These will included maintaining and monitoring the practice appointment system. Processing requests for appointments , visits and telephone consultations and ensuring callers are directed to the appropriate health care professional. Processing repeat prescriptions in accordance with practice guidelines.

JOB SUMMARY:

It is the responsibility of each receptionist to assist in the smooth running of the Practice in general, and the reception area in particular, and to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone. To facilitate patients accessing the clinical care provided by the practice. To support the GPs and Nurses in providing that care. To act as first point of contact for anyone accessing the practice.

KEY RESPONSIBILITIES:

• To ensure that all visitors and telephone callers to the practice are greeted professionally.
• To ensure all telephone calls are managed appropriately.
• To manage the flow of patients arriving at the reception desk, for appointments, prescriptions, or queries.
• To ensure the clinical staffs receive medical records as requested.
• To ensure that repeat prescriptions are generated accurately and efficiently, within the 48 hours specified by the practice.

KEY TASKS:

Reception duties:

• Greeting and booking in or patients for surgeries and clinics.
• Dealing with patient enquiries efficiently and courteously.
• The receiving and recording of telephone messages taking appropriate action.
• Making appointments on EMIS Clinical System, by processing appointment requests for today, future appointments from patients in person and on the telephone.
• Ensure eConsults are processed daily and assigned appropriately.
• Ensure patients are signposted to relevant services, e.g. St Marks Hospital, local pharmacy, Social Prescriber, First Contract Physio etc
• Ensure all tasks are actioned and completed.
• Processing prescriptions repeats and filing for collection within 48 hours.
• Advising patients of relevant charges for private services
• Receiving specimens from patients ensuring all their details have been recorded whilst following Health & Safety policy.
• Tidying waiting room after surgery, ensuring premises are kept tidy between visits from the cleaning staff, tidy and sort magazines and leaflets, discarding old and damaged items as necessary.

Administration duties:

• To have a thorough knowledge of all practice policies and procedures
• To work in accordance with written protocols
• Provide administrative support for clinical staff.
• Filing patient records and correspondence when necessary.
• Opening and distribution or practice post.
• Registering new patients following the Registration Protocol.
• Scanning of documents onto the medical system.
• All scanning should be cleared daily.
• To send letters to patients as necessary.
• Changing details on EMIS i.e. Change of address, telephone numbers etc.

Other Information:

Cover for other Reception team members for sickness and annual leave. Ensuring building security/premises at the end of the day and ensure the building is totally secured, internal lights off and alarm activated. To carry out any other duties agreed between employee and the practice to ensure the smooth running of the practice.

Confidentiality:

While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

Using personal security systems with the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Keeping own work areas and general/patient areas free from hazards. Reporting potential risks identified.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights.

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload, and resources Participate in audit where appropriate.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effective with other team members. Communicate effective with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly.

NHS Pension Scheme:

The post holder will automatically be enrolled in the NHS Pension Scheme (subject to eligibility checks).