We are a friendly, busy, rural, dual-site practice serving approx. 9,100 patients in the catchment areas of Reepham and Aylsham in Norfolk. Our vacancy is for a part or full time Receptionist/Call Handler with enthusiasm and commitment to provide exceptional customer service to our patient population. Applicants should be motivated, flexible and able to travel between the two sites.
Previous experience of working in a GP surgery or medical setting is desirable but we welcome applications for candidates who have exceptional customer service and administration skills.
You should have previous experience of working both face to face and on the telephone with the public. There will also be a requirement to use the Practice IT systems.
Main duties of the job
Signposting patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Provide generalassistance to the practice team and project a positive and friendly image topatients and other visitors, both in person and via the telephone.
Handing letters/reports/results/new registrations/visits/updating medical records
Process appointment and other requests by telephone and in person.
About us
As a GP Surgery we treat all minor illness and medical conditions and refer patients to hospitals and other medical services for urgent and specialist treatment. We focus on the health of the whole person combining physical, psychological and social aspects of care and have a large clinical and administrative team who support patients and staff to enable us to provide this care. It is important that anybody that joins the team can work at pace and understand priorities and need to provide excellent care with a friendly, caring attitude.
Job responsibilities
Job summary:
Receive, assistand direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Provide generalassistance to the practice team and project a positive and friendly image topatients and other visitors, both in person and via the telephone.
Job responsibilities:
Administration
* To have a thorough knowledge of all practice procedures
* To work in accordance of written protocols
Reception
* Receiving patients, consulting with members of practice team
* Handing letters/reports/results to patient and checking names andaddress.
* Be able to cover all reception position as necessary
Appointments
* Process appointment requests for today/future appointments frompatients by telephone and in person.
* Deal with visits/requests
Computer
* Registrations of new patients computer data entry and medicalrecords
* Process patients changes of address computer data and medicalrecords (have knowledge of practice area)
* Process repeat prescription requests in accordance with practiceguidelines
* Use internal systems and additional patient services, Online, NHS App, System Connect
Telephone
* Have working knowledge of telephone/bleep system, during and afterhours
* Ensure building security have thorough knowledge ofdoors/windows/alarm
* Any other tasks allocated by managers
Confidentiality:
* In the course of seeking treatment, patients entrust us with, orallow us to gather, sensitive information in relation to their health andother matters. They do so inconfidence and have the right to expect that staff will respect theirprivacy and act appropriately
* In the performance of the duties outlined in this job description,the post-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcareworkers. They may also have access toinformation relating to the practice as a business organisation. Allsuch information from any source is to be regarded as strictlyconfidential
* Information relating to patients, carers, colleagues, otherhealthcare workers or the business of the practice may only be divulged toauthorised persons in accordance with the practice policies and proceduresrelating to confidentiality and the protection of personal and sensitivedata
Health & safety:
The post-holder will assist in promoting andmaintaining their own and others health, safety and security as defined in thepractice health & safety policy, the practice health & safety manual,and the practice infection control policy and published procedures. This willinclude:
* Using personal security systems within the workplace according topractice guidelines
* Identifying the risks involved in work activities and undertakingsuch activities in a way that manages those risks
* Making effective use of training to update knowledge and skills
* Using appropriate infection control procedures, maintaining workareas in a tidy and safe way and free from hazards
* Actively reporting of health and safety hazards and infectionhazards immediately when recognised
* Keeping own work areas and general/patient areas generally clean,assisting in the maintenance of general standards of cleanlinessconsistent with the scope of the job holders role
* Undertaking periodic infection control training (minimum annually)
Equality and diversity:
The post-holder will support the equality,diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognises the importance of peoples rights,interpreting them in a way that is consistent with practice procedures andpolicies, and current legislation
* Respecting the privacy, dignity, needs and beliefs of patients,carers and colleagues
* Behaving in a manner that is welcoming to and of the individual,is non-judgmental and respects their circumstances, feelings prioritiesand rights.
The post-holder will participate in any trainingprogramme implemented by the practice as part of this employment, with suchtraining to include:
* Participation in an annual individual performance review,including taking responsibility for maintaining a record of own personaland/or professional development
* Taking responsibility for own development, learning andperformance and demonstrating skills and activities to others who areundertaking similar work
Quality:
The post-holder will strive to maintain qualitywithin the practice, and will:
* Alert other team members to issues of quality and risk
* Assess own performance and take accountability for own actions,either directly or under supervision
* Contribute to the effectiveness of the team by reflecting on ownand team activities and making suggestions on ways to improve and enhancethe teams performance
* Work effectively with individuals in other agencies to meetpatients needs
* Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effectivecommunication within the team and will strive to:
* Communicate effectively with other team members
* Communicate effectively with patients and carers
* Recognise peoples needs for alternative methods of communicationand respond accordingly
Contribution tothe implementation of services:
The post-holder will:
* Apply practice policies, standards and guidance
* Discuss with other members of the team how the policies, standardsand guidelines will affect own work
* Participate in audit where appropriate
Own transport and clean driving licence essential. This position is working at both at Reepham & Aylsham Medical Practice.
Person Specification
Qualifications
* GCSE grade A to C in English
* Customer Service
* GCSE grade A to C in English
* Customer Service Qualification
Experience
* Experience of working in a call handler or receptionist role
* Experience of working in a GP practice
* Experience working in a fast paced environment
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.
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