Job Description

Job Summary:

The post holder will provide full administrative support to teams across the Lancaster Medical Practice, Patient Services Teams to ensure a robust delivery of service.

To assist patients, carers and other organisations with making appointments, accessing care and directing them to the appropriate service or healthcare professional in a courteous efficient and effective way.

Provide general assistance to the Patient Services teams and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

To provide efficient, helpful, informative and supportive reception and administration services to patients and members of the primary health care team.

To work in our telephone hub dealing with a high volume of incoming calls and to work on our busy reception desk.

Assist in the Unplanned Care Team

Assist in the Planned Care Team inc. Care at Home Team

Assist in the Recall & Screening Team

Assist in the Referral Secretary Team

Due to the nature of the role and the work, the postholder will be required to work to cover rotas that operate between 8am and 6.30pm each day

Key Duties/Responsibilities

Provide full administrative support to the Patient Services teams, including the administering of tasks, documents and filing of paperwork.

Ensure an effective and efficient telephone answering and reception service is provided to patients and any other visitors to the practice.

To have a thorough knowledge of practice procedures.

To work in accordance with written protocols and procedures.

Working within your team to ensure that telephone calls are answered within set targets.

To work under the supervision of the Non-Clinical Patient Services Co-ordinators to ensure that all patients needs are met.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Take requests for home visits and follow written protocols.

Take action on clinician's request for further information/patient contact information etc. (including computerised tasks), ensuring completion of all associated paperwork.

Advise patients of relevant charges for private (Non-General Medical Services) services, accept payment and issue receipts for same.

Enter patient information on to the electronic record as required.

Process incoming and outgoing mail according to practice protocols

Record actions taken in patient record where appropriate or in accordance with practice protocols

Prepare and stock clinical rooms for surgeries and ensure adequate supplies of consumables.

Covering colleague's holidays and sick cover as required.

Any other administration duties as necessitated by the needs of the practice

Covering colleagues' holiday and sick cover as required.

Premises

:

On a rota basis, open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

On a rota basis, when last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

Make and serve refreshments for meetings, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.

Complete other Daily/ Weekly and Monthly core tasks to support to smooth running of the reception area

Confidentiality:

In the course of 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 , 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.

Safeguarding:

LMP is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All staff are therefore expected to behave in such a way that supports this commitment. You will be responsible for safeguarding the interests of children and adults who you come into contact during your work. To fulfil these duties, you will be required to attend training and development to recognise the signs and symptoms of abuse or individuals at risk, to follow local and national policy relating to safeguarding practice and to report and act on concerns you may have appropriately

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice Health & Safety Policy, to include:

Using personal security systems within 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

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Reporting potential risks identified

Act as Chaperone when requested by clinician and in accordance with the Chaperone policy.

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 people's rights, interpreting them in a way that is consistent with the Practice policies and procedures, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to the individual, is non-judgmental 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 their own personal and/or professional development Taking responsibility for their 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 team's performance Work effectively with individuals in other agencies to meet patients' needs Effectively manage own time, workload and resources
Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognise people's needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:

The post-holder will:

Apply Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate

Qualifications

English GCSE (or equivalent) Level C or equivalent competence or experience

Previous experience that demonstrates good attention to detail.

Previous experience of working in an administrative environment

Job Types: Full-time, Part-time

Pay: 12.39 per hour

Expected hours: 37.5 per week

Benefits:

Company pension Free flu jabs Sick pay Store discount
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 23/05/2025
Reference ID: PSA-MAY-25