Job summary
We are delighted to advertise an opening for a highly motivated, effective and experienced full-time Receptionist with qualities to include the following:
1. Excellent attention to detail
2. Empathy
3. Good communication and team player skills.
4. Customer focused mindset
5. Ability to use own initiative
You will be flexible with an adaptable approach and able to work independently as well as part of an established team, prioritising your own and others workload to ensure completion of tasks. You will have the ability to work under pressure and have an organised approach to your work. All duties are to be performed in a professional manner to ensure the highest level of service is provided.
In return you will benefit from a friendly and supportive team, further training opportunities and a very interesting workload.
You will undergo complete reception induction and training to agreed practice standards.
Main duties of the job
Main Duties will include:
6. Receiving and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
7. Dealing with all enquiries including some complex enquiries and complaints from patients and visitors. Use your initiative to escalate problems to the Reception Lead where necessary
8. Ensuring outstanding queries are explained and handed over to next shift, where necessary
9. Making appointments for patient to see doctor, nurse and other clinical staff associated with the practice
10. Recording messages for clinicians
11. Preparation of general correspondence
12. Usinging your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner
13. Ensuring optimal reception area and associated facilities for practice, CCG and other in-house providers associated with the practice
14. Continually assessing and evaluating systems, recommending changes and improvements to the Reception Lead as appropriate
15. Extracting brief summary reports for surgeries, house calls and routine enquiries
16. Ensuring the filing and scanning of patient documents as per practice protocol
17. Registering new patients in accordance with practice protocol
18. Retrieval of patient notes for return to health authority
19. Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
About us
Woodlands Health Centre is based in Hither Green, Lewisham, London. The practice has a GOOD rating by the CQC and a 100% compliance rating for Infection Prevention Control (IPC) awarded by NHS England. This practice has achieved the highest QOF points in Lewisham for several years consecutively. We have a growing list of well over 10,000 registered patients. The practice has 5 GPs, 3 nurses, HCAs, pharmacists and an incredibly friendly team of receptionists and administrative staff. It also has various community supporting services.
Here at Woodlands Health Centre our patients come first. Working as a team we are able to cater for their needs in a busy work environment.
Woodlands Health Centre is fully infection control compliant. We have staff parking facilities, a lovely staff room and newly refurbished premises.
Key Information:
20. Practice that supports education- Medical Students
21. Training Practice F2, STGP, GP Trainees
22. List size over 10,000 patients
23. 2 GP Partners, 3 Salaried GPs, 1 Advanced Nurse Practitioner, 2 Practice Nurses, Practice Pharmacists, HCAs, GP Assistants, Receptionists, Care Coordinators and Administrators
24. EMIS Web clinical software
25. Support for your professional development
Please see visit website
Job description
Job responsibilities
FULL JOB DESCRIPTION ATTACHED
JOB SUMMARY
Receive, assist and direct patients in accessing theappropriate service or healthcare professional in a courteous, efficient andeffective way.
Provide general assistance as part of the receptionteam and project a positive and friendly image to patients and other visitors,either in person, via the telephone or by email.
Ensure all functions are carried out in accordancewith agreed procedures, protocols and time-scales, and reporting to the ReceptionLead as necessary.
Providea wide range of reception duties which contribute to the efficient and smoothrunning of the Practice.
Person Specification
Experience
Essential
26. Experience of working in a busy public reception environment
27. Experience of dealing with the public/patients
28. Experience of communicating with a range of people: face to face, on the telephone and in writing
29. Experience of working co-operatively with others in a close working environment
30. Experience of using Microsoft Office (Word and Excel)
31. Experience of using office equipment ( photocopiers and fax machines)
32. Experience of using computer based information systems
33. Experience and evidence of team working
Desirable
34. Liaison with health authority, consultants, chemists and other practices
35. Experience in dealing with external organisations
36. Experience of using Microsoft Office (Outlook and PowerPoint)
Qualifications
Essential
37. Good standard of Education GCSE or equivalent including English and Maths Grade C
38. Relevant qualification, such as City and Guilds Certificate in Medical Administration
39. (Level 3)
40. Recognised qualification to diploma level or above
41. A demonstrable commitment to professional development
Desirable
42. Educated to Degree level
Skills/abilities/ competencies
Essential
43. Excellent verbal and written communication skills
44. Excellent customer service skills
45. Able to work well under pressure and use his/her own initiative
46. Able to work efficiently in fast paced, demanding environment
47. Ability to use computer based information systems ( EMIS Web & Docman)
48. IT literate with the ability to use Microsoft Office suite
49. Ability to cope with more than one task at a time and move between tasks as required
50. Good organisational and administrative skills
51. Ability to prioritise own work load
52. Ability to work unsupervised
53. Ability to use own judgement, resourcefulness, common sense and local knowledge to respond to queries and requests
Desirable
54. Ability to understand and learn new software and administrative procedures
55. Ability to assimilate new information quickly