NHS Primary Care Lead Receptionist

Job description

Job responsibilities

Role Responsibilities

To be responsible for undertaking a wide range of reception duties and overall management of the reception team. You will provide the provision of general support to the multidisciplinary team.

Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.

To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.

The following are the core responsibilities of the Receptionist lead. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

• maintain and monitor the practice appointment system,
• process personal, telephone and e-requests for appointments,
• answer incoming phone calls, transferring calls or dealing with the callers request appropriately,
• signpost patients to the correct service,
• initiating contact with and responding to, requests from patients, team members and external agencies,
• clinically code data on to EMIS Web,
• photocopy documentation as required,
• data entry of new and temporary registrations and relevant patient information as required,
• input data into patients healthcare records as necessary,
• direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team,
• manage all queries as necessary in an efficient manner,
• carry out system searches as requested,
• maintain a clean, tidy, effective working area at all times,
• monitor and maintain the reception area and notice boards, and
• support all clinical staff with general tasks as requested.
• Be the senior point of contact for the reception team and escalation point of contact.
• To deal with patient complaints in the first instance and de-escalate at the time of the complaint if within the practice.
• To support the Practice Business Manager and Operation Managers with the day to day running of the reception team.
• To attend regular meetings and chair the receptionist meeting.
• To aid learning and development within the reception team.
• To keep on top of performance and accuracy of the team.
• To assist with 121 reviews and target setting.
• To hold return to work interviews with reception staff after sickness for HR records.
• To be the point of contact for external contractors coming in for various works.
• To be the voice of the reception team and help bring new ideas for discussion.
• To manage the cash reconciliation process
• To lead the change for continuous improvement in our triage system and patient access.
• To assist the admin team during peak periods of admin such as vaccine records and clinic set-ups.
• To lead the holiday rota and staffing rota for the reception team.

Person Specification

Experience

Essential

• 1 year + receptionist experience
• 1+ year of data entry experience
• 1+ year of attention to detail
• 1+ year of patient / customer / client experience (phone and email)
• 1+ year of cash handling experience
• 1+ year of working within a team enviroment

Desirable

• 1+ year of primary care receptionist experience
• 1+ year of team leadership experience including HR
• 1+ year of complaint management and de-escalation
• 1+ year of rota management
• Medical terminology exposure

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.

Employer details

Employer name

Nightingale Valley Practice

Address

Wick Road

Bristol

BS4 4HU

Employer's website

https://www.nightingalevalleypractice.co.uk/ (Opens in a new tab)