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.
Responsibilities
* To have a thorough knowledge of all Practice procedures.
* To work in accordance with written protocols.
* Pulling/filing notes for surgeries and update as necessary.
* Filing post in medical records.
* Fax and photocopy as requested.
* Receiving patients consulting with members of Practice team.
* Handing completed repeat prescriptions to patient and checking names and address.
* Be able to cover all reception positions as necessary, using a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications.
* Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Use an appropriate 'tone of voice' in all communications, including written and digital, that reflect the organisation's brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and the organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer's point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Qualifications
* Level 1/2 Functional Skills maths if required.
* Level 1/2 Functional Skills English if required.
* End-Point Assessment, GCSE in: English (grade 4) and Maths (grade 4).
* Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
* Communication skills.
* Attention to detail.
* Customer care skills.
* Team working.
About the employer
Grove Road Surgery is your friendly local family run practice based in Wallasey on the Wirral. Voted one of the top GP Surgeries for past 5 years on GP National Patient Survey Dr F Newton & Dr N Tandon
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