Receptionist/Administrator

Job summary
Golborne Canalside Health Centre is a small and friendly community-minded GP practice operating in an area of high health inequality. We work together to provide excellent NHS primary care services and to support our patient population through partnerships with community organisations, technological innovation, and training the next generation of GPs.

Golborne Canalside Health Centre is seeking a friendly, organised and motivated Part-Time Receptionist / Administrator to join our supportive GP practice team as we move into our bespoke new premises, from which we will run both NHS services and innovative, community -based projects.

As an integral part of our patient-focused environment, you'll play a pivotal role in ensuring seamless operations and exceptional care delivery. Your primary responsibility will be to provide efficient administrative support and excellent customer service to patients and healthcare professionals. This includes providing front desk duties and conducting administrative duties, such as email management, appointment booking and making hospital referrals.

If you're organized, compassionate, and ready to make a difference, apply now.

Main duties of the job
This is a key front of house and administrative role, ideal for someone who enjoys working with people, can manage competing priorities, and takes pride in delivering excellent patient care. You will work closely with the wider practice team, providing vital support during the afternoon and early evening, and taking handover from the morning team to ensure continuity of service.

• Providing a welcoming, professional and compassionate front desk service to patients and visitors
• Checking patients in and managing waiting room flow
• Handling incoming calls and face to face enquiries efficiently and courteously
• Booking, amending and cancelling appointments in line with practice procedures
• Supporting lunchtime reception cover
• Responding to practice emails and routine patient queries
• Processing referrals to secondary care / hospital services
• Completing administrative tasks handed over by the morning team and seeing these through to completion
• Liaising appropriately with GPs, clinicians and the wider practice team as required
• Maintaining accurate patient records and data entry on the clinical system

Team working:

• Working collaboratively as part of a close knit, supportive team
• Contributing to team cohesion and smooth day to day practice operations
• Managing workload responsibly and escalating issues where appropriate
• Demonstrating flexibility and a proactive, problem-solving approach

Health and Safety:

• Acting as a Fire Warden and First Aider (training will be provided)

About us
Golborne Canalside Health Centreis a vibrant and dynamic General Practice in West London North Kensington. The atmosphere is characterized by a strong sense of teamwork, compassion, and a dedication to providing high-quality patient care. The Principal GP is also passionate in offering healthcare other than just clinical care, such as cooking classes for diabetics, to allow patients to be involved and responsible for their own health and wellbeing

The work ethic here is exemplary, with a focus on continuous learning and development. The team is committed to staying updated with the latest medical and technological advancements to deliver the best possible care to patients. Collaboration and open communication are key values, ensuring that everyone works together seamlessly to meet the diverse healthcare needs of our community.

In addition, we are a teaching Practice with a flow of not only medical students but newly qualified Drs undertaking their GP rotation.

Although we provide a rota with set hours, you will be required to work flexibly to change these hours if necessary to cover annual leave or sickness, (Monday to Friday, anytime between the hours of 8:00am to 6:30pm).

Job responsibilities
ROLE OVERVIEW:
As an NHS GP Receptionist/Administrator, you will play a crucial role in the smooth operation of the Practice. Your primary responsibility will be to provide efficient administrative support and excellent customer service to patients and healthcare professionals.

KEY RESPONSIBILITIES:

• Patient Reception and Triage: Greet and welcome patients in a professional and friendly manner. Register new patients, update existing records, and verify personal information. Conduct initial assessments and record on daily triage.
• Appointment Scheduling: Coordinate patient appointments, ensuring appropriate allocation of time slots and healthcare providers. Utilize electronic scheduling systems to manage appointments and maintain an organized schedule.
• Communication and Information Management: Answer phone calls, respond to inquiries, and provide information on clinic services and procedures. Liaise with healthcare professionals, hospitals, and external agencies to facilitate referrals and coordinate patient care.
• Record Keeping and Data Entry: Maintain accurate electronic and paper-based patient records, ensuring compliance with data protection regulations. Process paperwork related to patient registration, medical history updates, and prescription requests.
• Administrative Support: Provide general administrative support, including filing, photocopying, and managing correspondence.
• Medical Supplies and Inventory Management: Monitor and order office supplies, medical supplies, and equipment as needed. Ensure that inventory levels are maintained and clinical trolleys are replenished.
• Patient Advocacy and Support: Act as a liaison between patients and healthcare professionals, addressing queries, concerns, and providing guidance on administrative matters.
• Adherence to Policies and Regulations: Follow NHS guidelines, policies, and procedures related to confidentiality, security, and healthcare compliance.

Other related delegated duties considered appropriate to the post as directed.

The Receptionist / Administrator is responsible to the Practice Manager.

Contractual hours: 37.5 per week
Working times required: Monday - Friday 1030 - 1830

PERFORMANCE IS SATISFACTORY WHEN:
A. Reception Duties

• To respond to enquiries in person or on the telephone in a friendly welcoming manner.
• Ensure good customer service skills are utilized to portray an efficient and professional manner.
• To manage all incoming calls, ensuring that each call is dealt with professionally and promptly, with tact and sensitivity.
• To respond to calls within 5 rings and to ensure that the approved organizational style is adhered to.
• To explain Practice arrangements and formal registration requirements to new patients and those seeking temporary treatment.
• Provide information for online access.
• Procedures and protocols are followed.
• Services actively promoted and explained.
• To make patient appointments and are not left waiting for unreasonable lengths of time without explanation.
• Patients are kept informed of any delays.
• To alert Doctors of any latecomers or extra patients following agreed procedures.
• Appropriate information is communicated.
• To ensure that the waiting area and reception are kept tidy at all times.
• Regular checks made and actioned accordingly.
• To alert Duty Doctor of emergencies that need to be seen.
• Follow agreed procedure.
• Occasional chaperoning of patients as required.
• Training undertaken and policy followed.

B. Admin/Clerical Duties

• To support clinicians and staff through the completion of tasks, fully utilizing IT skills.
• To actively participate in clearing SystmOne tasks.
• Tasks to be monitored daily, completed when appropriate or alerted to the PM for lack of response
• Chase up of hospital appointments, letters and results
• Recall for patients needing reviews/tests/vaccinations etc.
• Full utilization and demonstration of competency of IT packages including SystmOne, MS-Outlook, NHS mail, MS Word, MS Teams, AccuRx texting etc.
• To provide administrative support to the GPs as required.
• To provide proactive and helpful support to clinicians providing Urgent Care as required.
• To prepare repeat prescriptions as directed ensuring that requests are actioned within the agreed timeframe.
• Prescriptions are prepared according to the agreed protocols.
• To open and sort mail according to agreed procedures and timescales given.
• Mail is sorted, scanned or distributed appropriately without undue delay.
• To collect data and compile statistics as required.
• To ensure the information is gathered accurately.
• Security procedures are followed.
• All actions taken are recorded on SystmOne, including confirmation details.
• To carry out clerical and administrative duties as requested by GPs and PM.
• Duties are carried out to standards given.
• A Smartcard is used for all data entry.
• To carry out all necessary electronic filing and maintenance of filing
• To ensure correspondence, reports, results are filed in the correct patients records without due delay.

C. Competencies demonstrated
General Staff Duties All staff are expected to be reliable and trustworthy and to work as part of the Primary Health Care Team to ensure an efficient service is provided.

• An efficient service is provided following Practices policies and procedures.
• To undertake any training needed for the provision of an efficient service.
• Proactively alert the Practice Manager of any training needs.
• To participate in the Practice Quality Improvement programmes
• Positive attitude to change and active participation in projects and attendance at meetings as required.
• To attend and participate in regular team/staff meetings and training.
• Attendance at relevant meetings/training is satisfactory.
• All staff are expected to have an understanding, acceptance and adherence to the need for strict confidentiality in all matters relating to the Surgery Staff, patients or other contacts and to maintain confidentiality of all electronically stored personal data in line with the provisions of the Data Protection Act and the Practices Information Governance policy.
• Only disclosable information is given. All information concerning patients and staff must be treated as strictly confidential at all times. Breaches of confidence will result in disciplinary action which may involve dismissal.
• All staff are expected to be healthy and safety and security conscious, be aware of their responsibilities and to follow agreed procedures
• To ensure that the organization of Reception & waiting area is tidy, clean, and minimizes risk to self and others.
• Hazards or security issues within own authority to be put right promptly. Matters outside own authority to be accurately reported to the appropriate person without delay.
• Staff should be aware of, practice and promote good infection control procedures.
• All staff must ensure that waste produced within the Practice is disposed of in such ways that control risk to health, or safety of staff and the public alike in accordance with relevant legislation and procedures contained within the policy.
• To abide by the terms of the staff handbook and other practice policies and procedures.
• Compliance in all areas of the handbook and Practice policies.
• To undertake any other duties not within this Job description as reasonably required.
• Duties not unreasonably refused.

Person Specification
Qualifications
Essential

• Five GCSEs grade 9 to 5 (A to C or equivalent) including English and Maths. Good general education. Literate and numerate.

Desirable

• Phlebotomy Vaccinator

Experience
Essential

• Excellent customer service and communication skills Friendly, calm and professional manner with patients and colleagues Strong organisational skills and attention to detail Ability to think on your feet, prioritise tasks and make sensible, logical decisions Confident IT user with an aptitude and willingness to learn new systems Reliable, responsible and able to work independently when required Positive team player with a flexible and supportive approach.

Desirable

• Experience working in a GP practice or NHS setting Experience using SystmOne (S1) or similar clinical systems.

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.

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