Job summary
We are seeking an exceptional receptionist with experience of providing first-rate customer service. The receptionist will report to the Practice Manager, with regular support and mentoring.
The person appointed is likely to have experience in the healthcare sector, ideally working in a GP practice (although this is not essential), and will have skills and experience in working closely with a team, supporting staff, working with a variety of IT systems and providing excellent customer care.
We are looking for up to 22 hours per week, over four shifts per week (Monday to Friday, am or pm). The role is offered at aminimum of four days per week, at 5-6 hours per shift.
This is an exciting opportunity to join an enthusiastic and dedicated team, to further enhance our ability as a GP practice to provide high quality, effective patient care.
Main duties of the job
The main purpose of the job is to provide a professional, comprehensive reception service to patients using the surgery, either over the phone or in person.
You will ensure that the reception is run in an efficient, courteous and friendly manner and provide a welcoming reception environment.
The position also requires that general administrative / IT support is provided to the partners, clinicians, practice manager, and other staff members.
About us
Brockwell Park Surgery is a friendly GP practice with 9000 patients. We are located close to Herne Hill station. The surgery has a strong, longstanding ethos to provide first-rate patient care.
We pride ourselves on delivering excellent access to GP appointments, with 99% of our patients saying they find it easy to get through to the practice by phone. Brockwell Park Surgery holds a 5 star rating on the NHS website. We are rated good by the CQC.
The practice is led by
an enthusiastic and proactive team of three GP partners who are involved on a
day-to-day basis with the running of the practice, each taking a role in
management and supported by a practice manager. In addition there are currently nine salaried GPs, trainee doctors, two practice nurses, a pharmacist, a mental health practitioner, two physiotherapists, a social prescriber and a
team of receptionists and administrators.
The surgery is a successful training practice.
Job description
Job responsibilities
- Book appointments and ensure the appointment
system runs efficiently, including monitoring the flow of patients going
into consulting and treatment rooms.
- Make new and follow up appointments for
patients, doctors, nurses and other members of the primary health care
team on the EMIS IT system as and when required.
- Explain practice arrangements and formal
requirements to patients.
- Respond to all queries and requests for
assistance from patients and other visitors in a courteous and efficient
manner.
- Ensure that correspondence, reports, results
etc are scanned into the correct patient records and filed using the
Docman 10 IT system.
- Operate the telephone system and provide
relevant information.
- Use a workflow dashboard to manage,
appropriately direct and action enquiries into the surgery via the
practice website.
- Use the various computer systems to
communicate with colleagues and external organisations.
- Carry out start and end of day procedures,
ensuring adequate handover of any outstanding work to colleagues.
- Actively take responsibility for and
participate in the development of the practice. Attend practice clinical
meetings, admin team meetings and Lambeth wide training.
- Actively learn about the wider NHS, in
particular the role of the surgery within the Lambeth CCG, Federation and
NHS England.
- Participate in personal development, training
and regular practice/team meetings with the Practice Manager.
- Support patients to take their health checks
for example height, weight and blood pressure in the reception area.
- Carry out other duties as requested by the Practice Manager and Partners.
- Assist in the closing and securing of the
premises at the end of the clinic shift.
- Use practice email and IT systems in
accordance with practice policies and procedures.
- Ensure that patient confidentiality
is maintained at all times in line with the practice policy and The
Caldicott Principles.
- Participate in the delivery
and collection of items to and from other surgeries, the CCG, Hospitals and
Pharmacies, or any other place in relation to practice business.
Job description
Job responsibilities
- Book appointments and ensure the appointment
system runs efficiently, including monitoring the flow of patients going
into consulting and treatment rooms.
- Make new and follow up appointments for
patients, doctors, nurses and other members of the primary health care
team on the EMIS IT system as and when required.
- Explain practice arrangements and formal
requirements to patients.
- Respond to all queries and requests for
assistance from patients and other visitors in a courteous and efficient
manner.
- Ensure that correspondence, reports, results
etc are scanned into the correct patient records and filed using the
Docman 10 IT system.
- Operate the telephone system and provide
relevant information.
- Use a workflow dashboard to manage,
appropriately direct and action enquiries into the surgery via the
practice website.
- Use the various computer systems to
communicate with colleagues and external organisations.
- Carry out start and end of day procedures,
ensuring adequate handover of any outstanding work to colleagues.
- Actively take responsibility for and
participate in the development of the practice. Attend practice clinical
meetings, admin team meetings and Lambeth wide training.
- Actively learn about the wider NHS, in
particular the role of the surgery within the Lambeth CCG, Federation and
NHS England.
- Participate in personal development, training
and regular practice/team meetings with the Practice Manager.
- Support patients to take their health checks
for example height, weight and blood pressure in the reception area.
- Carry out other duties as requested by the Practice Manager and Partners.
- Assist in the closing and securing of the
premises at the end of the clinic shift.
- Use practice email and IT systems in
accordance with practice policies and procedures.
- Ensure that patient confidentiality
is maintained at all times in line with the practice policy and The
Caldicott Principles.
- Participate in the delivery
and collection of items to and from other surgeries, the CCG, Hospitals and
Pharmacies, or any other place in relation to practice business.
Person Specification
Qualifications
Essential
- GCSE Maths and English (C grade or above) or equivalent
- Evidence of continued professional development
Desirable
- NVQ Level 2 in Health and Social Care/Business Administration/Customer Service, or equivalent qualification
Key skills
Essential
- Excellent communication skills, both written and oral
- Ability to work effectively in a team and autonomously
- Motivation to help people with care and empathy, in a non-judgmental way
- Ability to work with accuracy and strong attention to detail
- Ability to work effectively under pressure
- Excellent time management and punctuality
- Good IT skills, including MS Office and clinical / patient IT systems
- A positive, flexible, can do attitude
- Desire to learn and drive to improve
- Adaptable to changing needs within the working environment
Desirable
- Knowledge/familiarity with medical terminology
- Knowledge of EMIS Web and/or Docman 10 clinical system
- Understanding of local health services
Experience
Essential
- At least one year's experience of dealing with the public/patients in a customer-facing role
- Experience of working in a multi-disciplinary setting
- Experience of communicating with and developing relationships with a wide variety of stakeholders
- Knowledge of requirements in relation to patient confidentiality
Desirable
- Experience of working with clinicians/healthcare professionals in a health or social care setting
- Experience of working with or in general practice
Person Specification
Qualifications
Essential
- GCSE Maths and English (C grade or above) or equivalent
- Evidence of continued professional development
Desirable
- NVQ Level 2 in Health and Social Care/Business Administration/Customer Service, or equivalent qualification
Key skills
Essential
- Excellent communication skills, both written and oral
- Ability to work effectively in a team and autonomously
- Motivation to help people with care and empathy, in a non-judgmental way
- Ability to work with accuracy and strong attention to detail
- Ability to work effectively under pressure
- Excellent time management and punctuality
- Good IT skills, including MS Office and clinical / patient IT systems
- A positive, flexible, can do attitude
- Desire to learn and drive to improve
- Adaptable to changing needs within the working environment
Desirable
- Knowledge/familiarity with medical terminology
- Knowledge of EMIS Web and/or Docman 10 clinical system
- Understanding of local health services
Experience
Essential
- At least one year's experience of dealing with the public/patients in a customer-facing role
- Experience of working in a multi-disciplinary setting
- Experience of communicating with and developing relationships with a wide variety of stakeholders
- Knowledge of requirements in relation to patient confidentiality
Desirable
- Experience of working with clinicians/healthcare professionals in a health or social care setting
- Experience of working with or in general practice
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.
