Senior Receptionist/Administrator (Patient Services Team)

Senior Receptionist/Administrator (Patient Services Team)

We are a forward thinking, busy and friendly General Practice based in Guildford, looking to recruit an enthusiastic person to join our Patient Services Team in a Senior role.

Merrow Park Surgery provides care for 12,000 patients in its surrounding areas.

Main duties of the job

We are seeking an enthusiastic, organised and motivated Senior Receptionist/Administrator to join our friendly and supportive Patient Services Team.

This is an excellent opportunity for an experienced primary care receptionist/administrator who is looking to take the next step in their career and take on a senior role within a busy GP practice. The successful candidate will play a key part in supporting the day-to-day running of our front-line patient services, helping to ensure that patients receive an efficient, professional and compassionate service.

Key Responsibilities

• Supporting and supervising members of the Patient Services Team.
• Providing a high standard of customer service to patients, colleagues and external stakeholders.
• Managing reception and administrative processes efficiently and accurately.
• Processing and managing patient requests through the Practice's Total Triage system.
• Opening and closing the practice in accordance with established procedures.
• Scanning, coding and processing clinical correspondence and patient records accurately and in a timely manner.
• Maintaining the integrity and accuracy of electronic patient records.
• Liaising with patients, GPs, healthcare professionals and external agencies.
• Assisting with staff training, workflow management and service improvement initiatives.
• Supporting the Practice Management Team with operational and administrative tasks as required.

About us

We have a varied team of clinicians in the practice. As well as GPs and nurses, these include newer roles such as GP Assistant and Health and Wellbeing Coach. We work closely with our primary care network in East Guildford, to provide additional services to our patients. These services include an "in-house" mental health service, social precribers and first contact physiotherapists.

The Patient Services Team, support our clinical team during our opening hours. They work in a shift pattern between the hours of 8am and 7pm.

We are looking for a candidate to cover various shifts throughout the week. Morning shifts are 8am - 1pm and afternoon shifts are 1pm - 7pm.

In Return, We Offer:

• Competitive rate of pay
• On-site Parking
• A supportive and welcoming team environment.
• Access to our Wellbeing App - Wisdom offering confidential 24/7 wellbeing, mental health, and lifestyle support.
• Access to Bright Exchange providing access to thousands of money-saving deals and retail discounts, including offers from big-name brands and local businesses.
• Eligible to register for NHS blue light discount card
• Access to ongoing training and development opportunities.
• A varied and rewarding role at the heart of patient care.
• The opportunity to make a real difference to the experience and wellbeing of our patients.

Minimum Expected hrs is 37.5hrs.

We will need candidates to be able to work a set mix of early and late shifts.

Job responsibilities Care Navigation

Oversee and coordinate the carenavigation processes within the PST team to ensure all patient requests aretriaged and directed appropriately according to clinical protocols andpractice procedures.

Provide support and training tonew staff in effective care navigation and triage processes.

Liaise directly with dutydoctors to manage complex or urgent cases, ensuring patients are signpostedcorrectly and efficiently.

Monitor care navigation outcomesto identify areas for improvement and implement service changes whererequired.

Act as a point of escalation forreception staff dealing with difficult or uncertain care navigationscenarios.

Administration

Ensure all administrativeprotocols and procedures are followed by the reception team, providingguidance where needed.

Act as a senior point of contactfor complex patient enquiries or complaints, resolving issues withprofessionalism and sensitivity.

Monitor the quality and accuracyof patient record-keeping, ensuring compliance with data protection andconfidentiality standards.

Oversee new patientregistrations, de-registrations, and record updates, ensuring accuracy andconsistency.

Supervise the processing ofappointments, tasks, and email communication within the team, ensuringtimeliness and attention to detail.

Coordinate cover for clinicssuch as menopause, dermatology, and minor ops in the absence of colleagues.

Delegate administrative tasks toteam members while maintaining overall responsibility for their timely andcorrect completion.

Maintain oversight of thepractice website content in coordination with the management team, ensuringinformation is up to date and accessible.

Assist with the opening andsecuring of the premises, ensuring staff are aware of the correct proceduresand are trained accordingly.

Be a point of contact forpremises-related issues and liaise with external contractors when necessary.

Conduct regular checks to ensureconsulting rooms and communal areas are clean, safe, and adequately stockedfor clinical use.

Report and monitor all Healthand Safety concerns, escalating where appropriate and ensuring correctiveactions are taken.

Maintain oversight of thereception area to ensure it remains welcoming, orderly, and compliant withhealth and safety regulations.

Training and Development

Support the training andinduction of new reception staff, providing mentoring and coaching asrequired.

Identify development needswithin the team and work with management to arrange appropriate training orsupport.

Lead by example in attending andcontributing to team meetings, PLT sessions, and other developmentopportunities.

Ensure all team members arecompliant with mandatory training and assist in tracking their trainingrecords.

Keep own knowledge and skills upto date, particularly in regard to care navigation, clinical systems, and NHSprocesses.

General Responsibilities

Act as deputy to the AssistantPractice Manager as required.

Assist in the implementation ofnew systems, processes, or software and support team members duringtransition periods.

Attend management meetings whenrequested to provide updates and feedback from the reception team.

Promote a positive andprofessional working environment, encouraging teamwork and a patient-centredapproach in all duties.

Uphold and model the practicesvalues, policies, and commitment to excellence in patient care and servicedelivery.

Person Specification Experience

• Experience of a range of clerical and administrative work.
• Ability to deal with telephone enquiries in a friendly and efficient manner.
• Knowledge of medical terminology
• Experience of using clinical systems such as Emis, Docman etc.

Other requirements

• Flexibility to meet the needs of the business
• DBS required

Personal Qualities

• Ability to work under pressure
• Smart appearance
• Forward thinker
• Flexible

Knowledge and Skills

• Ability to communicate confidential information effectively and accurately using appropriate communication tools
• To be able to work as part of a multidisciplinary team as well as independently
• Excellent communication skills, including ability to listen.
• Excellent interpersonal skills
• Accuracy and attention to detail
• Ability to make decisions, use own initiative
• Ability to prioritise a varied workload to strict deadlines

Qualifications

• Demonstrable ability to meet the Practice Vision & Values.
• Qualified to GSCE level or equivalent (Maths & English)
• NVQ 2 within Business Administration or Customer Services or willing to work towards Microsoft office / ECDL Word processing or RSA 2 standard

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.