Duties:
The duties and responsibilities to be undertaken by members of the Reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of Patient Services Manager, dependent on current and evolving practice workload and staffing levels:
1. Call handling –you will be an essential link in the telephone communication system and the first point of contact with the public, internal/external medical staff and many outside organisations and other associated healthcare agencies
2. Greet patients, families and other visitors
3. Care navigating and signposting patients to the correct Clinician or Organisation
4. Scheduling appointments for patients using the Practice computer system
5. Taking messages and passing on information both to clinicians and patients
6. Actioning tasks and contacting patients regarding Test Results, follow up and general correspondence by phone, letter, or SMS, as advised by the Clinicians
7. Filing and retrieving paperwork
8. Processing repeat prescriptions in accordance with practice guidelines, both online, via the telephone and post.
9. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
10. Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
11. Input new registrations, change of details onto the clinical system.
12. Scanning & assigning clinical letters to GP’s
13. Ensure new patient records are received electronically and imported onto the clinical system
14. Summarise patients notes when requested
15. To ensure provision of customer service to all patients and visitors to the Practice and facilitate the smooth running of clinics, ensuring that the reason for any delays is explained to patients and visitors.
Working Patterns: Days will vary in shifts between 8am to 6:30pm - these will be adapted to fit around your day at college.
Training
You will attend Exeter College one day a week (during term time) working towards the Level 2 Step into Business apprenticeship.
Qualifications required
Maths and English GCSE 4/C or equivalent qualification
Skills required
Good keyboard skills
Computer literate
Good communication skills
Awareness/interest in medical terminology
Customer service skills
Prospects
As a member of the Patient Services team there are opportunities for increased responsibilities and further development dependent on interest and the potential of the individual.
Qualification / Standard : ST0072 Customer service practitioner
Duration 18 months
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