This role will be on the front line of the surgery, meeting and greeting patients. You will need to be friendly and approachable and have the ability to understand patients' needs and vulnerabilities. You will be working alongside a strong, supportive team. We are a high-performing surgery within the borough and support all our staff in all they do.
Main duties of the job
To participate fully in the running of the reception area in order to provide an efficient service for the patients and clinical staff. Meet and greet patients and help with their needs using a patient database system called EMIS to book appointments and log information. Communicate effectively with patients and other staff within the surgery. Feel confident to handle difficult or sensitive matters and ensure they are passed on correctly in line with surgery procedures. Support or cover for other receptionists for annual leave or sick leave as and when needed.
About us
Lyndhurst Medical Centre is an expanding 4 Partner PMS teaching practice with a patient population of 12,300. We are looking to employ a part-time receptionist on a contract for 26 hours a week on a week 1 week 2 rota.
You will be working within a well-established, friendly, and innovative team in a highly regarded GP practice at the heart of the local community in Barnehurst (London Borough of Bexley). We are looking for a candidate who is able to work in a busy environment, is dedicated and flexible, and can demonstrate the ability to give a caring and professional service to our patients.
Job responsibilities
Duties
1. Attend to patients and learn, understand, and maintain the computerised appointment system relating to the doctors and practice nurses.
2. Assist patients with any problems of a general nature as they arise. Answer the telephone, take messages, and pass them to the appropriate doctor or nurse.
3. Acquire a good knowledge of the practice procedures for registering new patients and the rules regarding the movement of existing patients. Ensure that all relevant forms are completed correctly and the relevant proofs of address are provided before submission.
4. Handle urgent requests for appointments/visits/results, contacting the doctor on call as necessary, and deal with all emergencies in a prompt and efficient manner. Assist clinical staff as necessary when dealing with emergencies in surgery.
5. Make arrangements for interpreters as required using the booking system and update the patients' records when this has been actioned.
6. Assist patients with queries relating to prescriptions, ensuring that patients are fully aware of the 72-hour lead time for processing prescriptions.
7. Learn the surgery's computer systems, both EMIS and Docman, recording and updating patient information and actioned tasks.
8. Operate the practice procedures for actioning patient requests.
9. Operate the practice procedure for contacting patients regarding pathology results and letters where further action is required.
10. Be responsible for opening/locking up the surgery premises (including outside gates and shutters) and switching the burglar alarm on/off as appropriate.
11. Be involved in the opening and distribution of incoming post, recording all outgoing post.
12. Attend to a working knowledge of the franking machine.
13. Be responsible for the operation of the reception income and petty cash systems, ensuring that all book work and monies agree.
14. Attend any necessary training courses/sessions. To learn, understand, and participate in the running of new procedures as requested by the practice manager.
15. Participate in the training of new staff members as requested by the practice manager.
16. Ensure that the waiting room is tidy at all times, including leaflets, magazines, posters, etc.
17. Carry out any other reasonable duties requested by the management team or doctors.
Person Specification
Experience
* Applicants must have previous experience of working on reception or in a customer service environment.
* Experience of working in primary care and using the EMIS system.
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