Reception and Administration Assistant Monmouth, Wales
Job description
Job description and person specification
Job title Reception and Administrative Assistant
Line manager Administration and Reception Leads
Accountable to Practice Manager
Job summary
To be responsible for undertaking a wide range of reception and administrative duties and the provision of support to the multidisciplinary team. Successful applicants will be required to work in both our main Monmouth site and in our branch site in Raglan.
Duties can include but are not limited to supporting the administration and receptionist teams with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies. To be responsible for the read coding of relevant information into patients’ electronic healthcare records on EMIS clinical system, adhering to the correspondence management policy.
To support staff with 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.
Generic responsibilities
All staff at Castle Gate Medical Practice have a duty to conform to the following:
Equality, Diversity, and Inclusion
A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential.
Creating such an environment is important for three reasons – it improves operational effectiveness; it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing, and safety.
The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures, and guidelines.
All personnel have a duty to take reasonable care of health and safety at work for themselves, their team, and others and to cooperate with employers to ensure compliance with health and safety requirements.
Confidentiality
The organisation is committed to maintaining an outstanding confidential service.
Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Quality and Continuous Improvement (CI)
To preserve and improve the quality of the organisation’s outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re- examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.
The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.
Castle Gate Medical Practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision.
We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Collaborative working
All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery
Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.
Plans and outcomes by which to measure success should be agreed.
Security
The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured.
Likewise, password controls are to be maintained and are not to be shared.
Professional conduct
All staff are required to dress appropriately for their role.
Primary key responsibilities
The following are the core responsibilities of the Reception and Administrative
Assistant. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
a. Maintain and monitor the practice appointment system
b. Process personal, telephone and e-requests for appointments
c. Answer incoming phone calls, transferring calls or dealing with the callers’ request appropriately
d. Signpost patients to the correct service
e. Initiating contact with and responding to, requests from patients, team members and external agencies
f. Data entry of new and temporary registrations and relevant patient information as required
g. Input data into patients’ healthcare records as necessary
h. Direct requests for information, i.e., SAR, insurance/solicitors’ letters and
DVLA forms to the administrative team
i. Manage all queries as necessary in an efficient manner
j. Carry out system searches as requested
k. Monitor and maintain the reception area and notice boards
l. Support all clinical staff with general tasks as requested
m. Process incoming and outgoing mail
n. File and store records as required
o. Photocopy documentation as required
p. Process and distribute incoming faxes and emails
q. Process changes to patient registration, deduction of record and new patient registration
r. Welcome patients and visitors to the organisation, directing requests appropriately
s. Scanning of patient related documentation and attaching scanned documents to patients’ healthcare records
t. Accurately clinically coding data on the clinical system into the patient record
u. Identifying relevant clinical information documented in patient correspondence, coding appropriately and completing any detailed action
v. Inputting and extracting data as required to support practice reports
w. Maintain a clean, tidy, effective working area at all times
Secondary responsibilities
In addition to the primary responsibilities, the Administration Assistant may be requested to:
a. Support reception and administrative staff, providing cover during staff absences
b. Complete opening and closing procedures in accordance with the duty rota
c. Deputise for the department lead during periods of absence
d. Support the department lead in producing and maintaining the duty rota
e. Support the health promotion lead and display promotional material on the allocated noticed boards and in the waiting room
f. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels
Person specification – Administration Assistant
Qualifications
Essential
Educated to GCSE level or equivalent ✓
Desirable
GCSE Mathematics and English (C or above) ✓
NVQ Level 2 in Health and Social Care ✓
Experience
Essential
Experience of working with the general public ✓
Desirable
Experience of administrative duties ✓
Experience of working in a healthcare setting ✓
Skills
Essential
Excellent communication skills (written and oral) ✓
Strong IT skills ✓
Clear, polite telephone manner ✓
Competent in the use of Office and Outlook ✓
Effective time management (planning and organising) ✓
Ability to work as a team member and autonomously ✓
Good interpersonal skills ✓
Problem solving and analytical skills ✓
Ability to follow policies and procedures ✓
Desirable
Understanding of clinical coding ✓
EMIS user skills ✓
Personal qualities
Essential
Polite and confident ✓
Flexible and cooperative ✓
Motivated and forward thinking ✓
High levels of integrity and loyalty ✓
Sensitive and empathetic in distressing situations ✓
Ability to work under pressure ✓
Other requirements
Essential
Willingness to work flexible hours when required to ✓ meet work demands
Disclosure Barring Service (DBS) check ✓
Access to own transport and ability to travel to both ✓ practice sites
Notes:
The job description and person specification may be amended following consultation with the post holder to facilitate the development of the role, the organisation, and the individual.
All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.
Job Types: Part-time, Permanent
Part-time hours: 25 - 35 per week
Salary: From £10.42 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Sick pay
Schedule:
- Day shift
- Monday to Friday
- No weekends
- Overtime
Ability to commute/relocate:
- MONMOUTH: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- Administrative: 1 year (preferred)
- Reception: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Application deadline: 23/06/2023
