Elm Lodge Surgery is seeking a part-time (20 hours per week) Practice Receptionist and Administrator who is passionate about working as part of our team to provide an excellent patient experience.
Main duties of the job
The successful candidate will be an effective communicator with a welcoming and calm demeanour that puts our patients at ease.
Your main role will be working on the surgery reception, answering phone calls, assisting patients and booking appointments.
A high degree of confidentiality, sensitivity, discretion and tact is required.
Experience of working in a GP surgery is desirable. Support and training will be provided.
The successful candidate will be expected to work a fixed shift pattern including some 8am starts.
About us
We are a GP Partnership in Dulwich (SE24) with high patient satisfaction and outstanding health outcomes.
The surgery team is experienced, with many of our colleagues having worked at Elm Lodge for over 10 years. We are welcoming to new team members.
We prioritise providing a good service to our patients, and seek to work in a way that is environmentally sustainable.
Job responsibilities
Job title: Practice Receptionist and Administrator
Reports to: Practice Manager
Accountable to: Practice Manager
Summary: To work as part of our team to provide an excellent patient experience. This will include:
* Receiving, assisting and directing patients in accessing the appropriate services in a courteous, efficient and effective way.
* Projecting a positive, caring and friendly image to patients and other visitors, in person and on the telephone.
* Providing assistance to the clinical and administrative team to ensure the smooth running of the surgery.
Areas of responsibility
The following list is not exhaustive and is subject to change to support business need.
Patient services
* Be the point of contact for all patients arriving at the surgery
* Ensure total familiarity with the practice appointment system
* Ensure that the waiting area and patient environment is clean and tidy at all times.
* Deal with face‑to‑face/phone patient queries from other team members where appropriate
* Liaise with other members of the primary health care team, outside agencies and practice volunteers as required
* Be available to cover reception if required to support colleagues’ annual and sick leave
Administration
* Having a thorough knowledge of all Practice procedures.
* Working in accordance with written protocols.
* Accurately recording incoming messages and safely passing them to the appropriate person
* Acting on tasks by contacting patients via phone, SMS or letter
* Processing referrals
* Dealing with patient enquiries in a polite and professional manner
* Completing the more complex admin tasks
* Monitoring and replying to emails sent to the practice.
Information technology
* Having a working knowledge of all EMIS (including Workflow), eReferrals, NHS Mail, Electronic Prescribing and other software and hardware that support patient services
* Supporting patients to use self‑check in screens, and other electronic equipment such as the patient BP machine.
Communication
* Recognising the importance of effective communication within the team and striving to communicate effectively with other team members, patients and carers
* Recognising peoples’ needs for alternative methods of communication and responding accordingly
* Ensuring communication systems are running smoothly
General
* Being required to undertake additional duties not identified here to meet the needs of the practice.
* Willing to attend relevant meetings, study and update days even if not on a usual working day.
Confidentiality
* Signing and following the practice confidentiality policy at all times.
Health & Safety
* Assisting in promoting and maintaining our and others health, safety and security as defined in the Practice Health & Safety Policy.
* Using personal security systems within the workplace according to practice guidelines.
* Identifying risks involved in work activities and undertaking such activities to manage those risks.
* Using appropriate infection control procedures, maintaining work areas tidy, safe and free from hazards.
* Actively using training to update knowledge and skills.
Equality and diversity
* Supporting the equality, diversity and rights of patients, carers and colleagues.
Security
* Following the practice locking‑up protocol to ensure the security of the premises.
Person Specification
Qualifications
* Good general education to GCSE level
* NVQ Customer Service NVQ Business and Administration
Experience
* Experience of working in a customer facing role
* Experience of working as part of a multi-disciplinary team
* Ability to understand and learn new software and administrative procedures
* Experience of working in a GP surgery
Key Skills
* Excellent written and spoken skills in English
* EMISWeb trained
* Knowledge of medical terminology
* Experience using MS Excel
* Ability to speak a second language
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
#J-18808-Ljbffr