We are looking for a full time receptionist to join our team of 17 friendly, conscientious and patient focused receptionists.
We are looking for someone to join our team as a full time member of staff (37 hours), your working days would be Monday to Thursday working until 6 or 6:30pm each day. Friday would be your day off. We offer 5.6 weeks holiday plus bank holidays and the pay rate is £12.42 per hour. Staff car parking at each surgery.
Working across 3 surgeries; Drayton, Horsford and St Faiths and looking after 19,000 patients and within a team of 80 professional and highly committed clinical, nursing, healthcare, dispensing and administrative staff.
This role is extremely varied - helping to assist patients over the telephone with queries and booking appointments and those patients who present at the surgeries. Dealing with queries and requests from our website and emails. Helping patients who are housebound and working with our colleagues in Community Nursing, Paramedics and the local hospitals.
Also booking COVID and influenza vaccinations appointments and helping with the smooth running of these busy clinics.
Working collaboratively with the general practice team to meet the needs of patients, supporting the delivery of policy and procedures in line with local and national guidance.
Key Responsibilities:
Reception & Telephone
* Receiving patients consulting with members of Practice team
* Be able to cover all reception positions as necessary; front desk, phones, website questions & requests, emails & clinical tasks.
* Be able to deal with patients in person and by telephone answering queries and requests for information
* Process appointment requests for appointments and maintaining the patient database
* Taking messages and recording requests for visits and telephone consultations, ensuring callers are directed to the relevant professional
* Deal with other telephone queries including community staff, hospital staff and other calls
* To liaise with Community Health teams to organise community visits for patients on behalf of the clinical team.
* Administration
* To have a thorough knowledge of all Practice procedures
* To work in accordance of written protocols
* To maintain accurate patient records
* To acknowledge and respond to all incoming patient emails.
* To action and respond to website queries and requests
* To action all relevant tasks as requested by the clinical team ensuring urgent tasks are a priority.
* To action and respond to reception emails and photocopy as requested
* Deal with requests from GPs and nurses for assistance with administrative task such as follow up actions from hospital communication and test results
* Registrations of new patients computer data entry and medical records.
* To promote and deal with requests to set up online services (patient access) for patients and to deal and action all queries.
* Process patients change of address and name computer data and medical records
* Cancelling clinics or moving patients where appropriate.
* Attend practice meetings when required
* Attend relevant training courses both in-house and externally to develop expertise
Communication
* Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment
* Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating
Delivering a quality service
* Assess effectiveness of service delivery through self and peer review, benchmarking and formal evaluation
* Initiate and participate in the maintenance of quality governance systems and processes across the organisation and its activities
* Evaluate patients response to health care provision and the effectiveness of care
* Support and participate in shared learning across the practice and wider organisation
* Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance
Team working
* Understand own role and scope and identify how this may develop over time
* Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working
* Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence
* Create clear referral mechanisms to meet patient need
* Prioritise own workload and ensure effective time-management.
* Work effectively with others to clearly define values, direction and policies impacting upon care delivery
* Discuss, highlight and work with the team to create opportunities to improve patient care.
Equality and diversity
* Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity
* Enable others to promote equality and diversity in a non-discriminatory culture
* Support people who need assistance in exercising their rights
* Monitor and evaluate adherence to local chaperoning policies
* Act as a role model in the observance of equality and diversity good practice
* Accept the rights of individuals to choose their care providers, participate in care and refuse care
* Assist patients from marginalised groups to access quality care
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 Job Description, 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
Person Specification Essential criteria
* A good general standard or English literacy, numeracy and IT skills (GCSE level or equivalent).
* Experience of working in a customer service environment experience of answering telephone calls.
* Experience of working as part of a team Understanding, acceptance & adherence to the need for confidentiality
* IT skills and accurate data input
* Flexibility to cover work patterns
* Customer care skills Interest in learning new skills
* Reliability
* Able to follow protocols
* Good communication Skills
* Decision Making & Problem Solving
* Teamwork
* Able to work under pressure
* Innovative
Desirable criteria
* Previous experience of working within a NHS organization
Job Types: Full-time
Salary: £12.42 per hour
Job Types: Full time
Job Type: Full-time
Pay: £12.42 per hour
Benefits:
* On-site parking
Work Location: In person