Front Desk Administrator

x2 Positions: Full time, Monday- Friday 7:45-18:15 (Thursday’s off)

x1 Position: Part time, Monday’s & Friday’s 7:45-18:15 (2 days per week)

For more information please see our Job Description: Front Desk Administrator- Job Description

Living Well Partnership is made up of 8 GP surgeries working innovatively to change the way we deliver great patient care and fast, effective patient communication.

We have re-mapped what a traditional ‘Receptionist’ role looks like, and our Patient Services function has 3 distinct teams, a Call Handling team, a Patient Administration team, and our Front Desk Administration team.

Overall Aim of role:

To support patients in receiving the best possible care and experience of Living Well Partnership by delivering a high-quality, professional front desk service; projecting a compassionate, positive and friendly image to patients and other visitors across the front desk.

Check in, assist and direct patients, using sound judgement, knowledge and decision making, to the appropriate service or healthcare professional in a courteous, efficient and effective way.

Key Responsibilities:

• Face-to-face contact for our patients, this means you are likely to come into contact with Patients who could be vulnerable or scared, and require extra support.
• Responsible for opening/closing sites and managing our waiting rooms
• Advising patients on appointments, repeat prescriptions and any other non-clinical queries
• Administration, processing prescriptions and scanning documents
• Accurately record all interactions with patients in their clinical record at the time of contact, to ensure a full audit trail is available and records are up-to-date
• Check patients into appointments and promptly update the computer system.
• Demonstrate a full working knowledge of the policies and procedures relating to Registrations and Requests for Information to ensure patients are accurately advised.
• Scan and electronically direct all correspondence received on site to the relevant team, including but not limited to prescriptions, complaint letters, ECGs, blood pressure readings etc, in line with protocols
• Utilise AccuRx to text patients who cannot be contacted by phone or where text is a more effective method of communication
• · Proactively promote the use of online services, especially the NHS app and booking appointments online and support patients to set up online accounts.
• Support elderly patients and those who do not have access to online services to complete an eConsult during quieter periods.

What we’re looking for!

• Candidate who has a calm and composed approach, whilst able to evidence motivation to find the right answer to ensure our Patients receive the best service and care.
• Ability to thrive working under pressure, with experience of multi-tasking
• Candidates who have a genuine drive and enthusiasm for helping people.
• Previous experience in a reception or customer service role would be advantageous but not essential, however this is a patient facing role, so a desire to work with members of the public is a must.
• Experience of effectively managing and diffusing difficult conversations with patients or the general public.
• Good general education including numeracy and literacy
• Experience of using computerised systems or databases.
• Knowledge of customer service KPIs

What we can offer you!

• 5 weeks holiday pro rata PLUS bank holidays
• NHS pension scheme membership with a 14.38% employer contribution rate
• Employee Wellbeing initiatives
• Cycle to work scheme
• Monthly employee award
• Investment in developing your skills and progression opportunities, across the Partnership
• First consideration for other internal recruitment opportunities

To apply:

• Please email your up to date CV to hiowicb-hsi.livingwell-recruitment@nhs.net
• Please note that travel between sites is a regular requirement for the role, therefore it is expected that you will have your own method of transport.
• Please only apply if you can commit to the requested hours- unfortunately the working patterns are not negotiable
• Please be aware that all employees of the Partnership will be expected to have DBS Clearance.

Thank you for your interest and we look forward to hearing from you.

Dave Barclay

Managing Partner (Non-clinical)