We are looking for an experienced Reception/Triage Team Member to join our friendly and supportive team at a busy GP surgery.
You'll be the face and voice of the practice, welcoming patients, answering calls, contacting patients with the outcome of the triage submissions and ensuring everyone receives a warm, professional service.
We're Seeking Someone Who Is:
* Friendly, approachable and empathetic
* Enthusiastic with a positive attitude
* A great communicator, both in person and over the phone
* Able to work well in a busy environment as part of our team
If you enjoy helping people and want to make a difference in your local community, we'd love to hear from you
Main duties of the job
Reception - meeting & greeting patients & visitors to the surgery, answering incoming calls & making calls to patients, signposting patients to the right department or service, supporting the clinical team
* meeting & greeting patients & visitors to the surgery
* answering incoming calls & making calls to patients
* signposting patients to the right department or service
* supporting the clinical team
Triage - Working alongside the duty GP providing an administrative role which involves contacting patients to advise the outcome of online triage submissions, book appointments, share information, or, where appropriate signpost to more appropriate services
* Working alongside the duty GP providing an administrative role which involves contacting patients to advise the outcome of online triage submissions, book appointments, share information, or, where appropriate signpost to more appropriate services
About Us
We are a large surgery with a patient list size of 15,500. We have 7 partners, 3 salaried GPs & a nursing team consisting of an Advanced Nurse Practitioner, 3 nurses, 2 HCAs & a GPA
We are a friendly team, all dedicated to giving our patients the best service whilst supporting each other - all with a smile!
Job Responsibilities
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Administration
* To have a thorough knowledge of all practice procedures
* To work in accordance with protocols
* Scan and photocopy as required
* Front of house reception greeting patients consulting with members of practice team
* Handing correspondence to patients, diligently checking their identity
* Be able to cover other shifts for annual/sick leave
* Ensuring at the end of all clinics that the waiting area is tidy
* To monitor the running times of the clinicians and advise patients if the clinic is running late
* Ensure the reception area is tidy at all times
* Good knowledge & respect for confidentiality of patients information - to be adhered to at all times
* Ensure visitors sign the visitors book
* Ad hoc duties as agreed with the practice manager
* Ensure that the rooms and computers are all switched on and ready for the GP's and nurses at the start of the day
* Ensure that the TV screen and check in service is ready for patients to use
Appointments
* Direct patients to relevant resources for triage submissions
* Book Nursing team appointments
* Cancellation/changes of appointments
IT
* Computer data entry into medical records
* Ad hoc duties
* Complete e-consult forms on behalf of patients who are unable to do themselves
* Assist the duty GP with the outcomes of triage submissions - contacting patients to book appointments or to signpost to more appropriate services
General
* Open post and allocate as necessary
* Action daily tasks list
* Phone patients as and when needed
* Ensure forms are always available e.g. registration, change of address, etc
* Coding onto patient records correctly if required
* Making sure information folders are kept up to date e.g. RESPECT folder
* Booking ambulances
* Liaison with District Nurses Liaison and Health Visitors
* Scanning
* Ad Hoc duties
Confidentiality
Patient confidentiality is of utmost importance. All staff are expected to respect and maintain confidentiality at all times.
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.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
Person Specification
Essential
* Excellent spoken & written English
* First class communication & IT skills
* Pleasant & friendly manner
* Experience in a healthcare setting, preferable General Practice
* Experience using clinical systems (training will be provided for the right candidate)
* Must be flexible & willing to work a variety of shifts at both sites to cover NHS contracted core hours 8am to 6.45pm
Desirable
* Experience working in a public facing or reception role dealing with members of the public from a variety of social & cultural backgrounds would be an advantage
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