Job summary
We are seeking a highly motivated and patient focused individual to join our friendly and supportive reception team.
15 hours per week, Friday 8.30am to 6.30 pm essential with remaining 5 hours either a Monday or Thursday morning.
You will need to be responsible for the general administrative and
reception duties within the Practice and work with our established processes,
policies and procedures to provide a comprehensive high-quality service and
deal efficiently and courteously with patient enquiries.
Your regular duties in this role will be dealing with
telephone, face to face and electronic enquiries, booking and/or amending
patient appointments and home visits, contacting patients to provide
information from the clinical team and assisting patients to access our
services and those available in the wider community.
Main duties of the job
To receive, assist and direct patients in
accessing the appropriate service or healthcare professional in a courteous,
efficient and effective way.This
role will come into contact with patients and public and the holder must be
professional, of smart appearance, have a friendly manner and be able to deal
with patients, public and staff in a sensitive, tactful and discrete manner
whilst maintaining strict confidentiality.
Undertake
a variety of administrative tasks as determined by need and competency in order
to support the work of delivering high quality services to patients of the
Practice.
About us
We are based in a leafy, suburban area of North-West Bristol; conveniently close to the M5 motorway and an easy and pleasant drive from central Bristol. We enjoy the benefits of a bright, modern, purpose-built Health Centre.
Our 11,200 patients are looked after by 6 clinical Partners, 6 salaried GPs and 2 ANPs, with support from our experienced Treatment Room, Administration and Patient Services teams.
We are a hard-working and close-knit bunch, with an emphasis on humour and peer support to meet the current challenges in primary care. We enjoy entertaining staff nights out and there is always plenty of chat and information flow on our WhatsApp groups.
Job description
Job responsibilities
- To
provide nonclinical information or advice to patients or relatives to
support them in navigating the wider healthcare system. This could be via telephone, face to
face and digital mediums.
- To
work alongside the on-call team to ensure patients receive the right care
at the right time from the right person.
- To
follow the repeat prescription process to ensure patients medication is
received in the most efficient and timely manner possible.
- To
work independently and to be aware when to seek advice.
- To
respond and prioritise immediate requests from patients, clinical staff
and other outside agencies.
- To
utilise the appointment system ensuring that appointments are booked as
per practice protocols and nurse traffic light system. This includes
appointments for healthcare professionals at other sites e.g. improved
access appointments, physio, social prescribing link workers.
- To
support callers in completing EConsults either directly with patients or
family members, carers or guardians in completing the forms or supporting
callers on how to complete the process in order to obtain a patient
appointment with a clinician.
- To
be responsible for maintaining patients medical records to include change
of address, telephone number and any information on the clinical system.
- To
understand and work within the Practice policies and protocols applicable
to the role of the Receptionist/Care Navigator.
- To
communicate effectively and promptly to all enquires using a high level of
discretion, tact, diplomacy and empathy in a calm and confidential manner.
This will ensure a smooth, efficient, friendly and welcoming practice.
- To
take accurate messages and relay to relevant personnel in the most
appropriate manner.
- To
scan documents onto the patients clinical record and send via workflow,
if required
- To
register and deduct patients ensuring all paperwork and associated tasks
are completed.
- To
book patient transport.
- Ensure
the building is unlocked in the morning and is secure upon vacating at the
end of the day when working within the H&S guidance and protocols.
- To
be adaptable in a constantly changing environment, actively participating
in the decision process involved in the progression of the practice.
- To
undertake any other duties that may be reasonably requested of the post
holder to help the Practice run smoothly.
- To
ensure that you and others take notice of and operate within relevant
Health and Safety guidelines.
- To
be willing to undertake training in line with the requirements of the role
and the Practice.
- To have a flexible approach to help in supporting cover in other staff absences.
Job description
Job responsibilities
- To
provide nonclinical information or advice to patients or relatives to
support them in navigating the wider healthcare system. This could be via telephone, face to
face and digital mediums.
- To
work alongside the on-call team to ensure patients receive the right care
at the right time from the right person.
- To
follow the repeat prescription process to ensure patients medication is
received in the most efficient and timely manner possible.
- To
work independently and to be aware when to seek advice.
- To
respond and prioritise immediate requests from patients, clinical staff
and other outside agencies.
- To
utilise the appointment system ensuring that appointments are booked as
per practice protocols and nurse traffic light system. This includes
appointments for healthcare professionals at other sites e.g. improved
access appointments, physio, social prescribing link workers.
- To
support callers in completing EConsults either directly with patients or
family members, carers or guardians in completing the forms or supporting
callers on how to complete the process in order to obtain a patient
appointment with a clinician.
- To
be responsible for maintaining patients medical records to include change
of address, telephone number and any information on the clinical system.
- To
understand and work within the Practice policies and protocols applicable
to the role of the Receptionist/Care Navigator.
- To
communicate effectively and promptly to all enquires using a high level of
discretion, tact, diplomacy and empathy in a calm and confidential manner.
This will ensure a smooth, efficient, friendly and welcoming practice.
- To
take accurate messages and relay to relevant personnel in the most
appropriate manner.
- To
scan documents onto the patients clinical record and send via workflow,
if required
- To
register and deduct patients ensuring all paperwork and associated tasks
are completed.
- To
book patient transport.
- Ensure
the building is unlocked in the morning and is secure upon vacating at the
end of the day when working within the H&S guidance and protocols.
- To
be adaptable in a constantly changing environment, actively participating
in the decision process involved in the progression of the practice.
- To
undertake any other duties that may be reasonably requested of the post
holder to help the Practice run smoothly.
- To
ensure that you and others take notice of and operate within relevant
Health and Safety guidelines.
- To
be willing to undertake training in line with the requirements of the role
and the Practice.
- To have a flexible approach to help in supporting cover in other staff absences.
Person Specification
Qualifications
Essential
- Recognised standard education at GCSE level to include English and Maths
- Experience of maintaining and manipulating computerised and paper based data information
Desirable
- Microsoft Office and Emis
Experience
Essential
- Good written and verbal communication skills
- IT, telephony and keyboard skills
- Ability to organise and prioritise work, and to adhere to deadlines and targets
- Ability to handle information securely and confidentially
- Ability to work cooperatively as part of a team
- Strong customer service skills
- Able to work efficiently and with a great degree of accuracy
- Ability to recognise the importance of confidentiality in all levels of work and communication
- All round basic knowledge of working with or communicating with the public
Desirable
- Experience of working within General Practice, NHSE Primary Care or Care provider
Personal attributes
Essential
- Trustworthy, honest, reliable and conscientious
- Personable and approachable
- In communication, ability to assess any given situation and to respond in the appropriate manner, with a high degree of tact & diplomacy
- Diligent and resourceful
- Considered, steady approach
- Self-motivated but able to recognise to seek support when needed
- Strong team player
Desirable
- Aptitude to adapt working style to meet the needs of the patient
- Aptitude to use standard office equipment efficiently
- An understanding of the requirements in shaping the image of a customer orientated organisation, when working as a first point of contact member of staff
Person Specification
Qualifications
Essential
- Recognised standard education at GCSE level to include English and Maths
- Experience of maintaining and manipulating computerised and paper based data information
Desirable
- Microsoft Office and Emis
Experience
Essential
- Good written and verbal communication skills
- IT, telephony and keyboard skills
- Ability to organise and prioritise work, and to adhere to deadlines and targets
- Ability to handle information securely and confidentially
- Ability to work cooperatively as part of a team
- Strong customer service skills
- Able to work efficiently and with a great degree of accuracy
- Ability to recognise the importance of confidentiality in all levels of work and communication
- All round basic knowledge of working with or communicating with the public
Desirable
- Experience of working within General Practice, NHSE Primary Care or Care provider
Personal attributes
Essential
- Trustworthy, honest, reliable and conscientious
- Personable and approachable
- In communication, ability to assess any given situation and to respond in the appropriate manner, with a high degree of tact & diplomacy
- Diligent and resourceful
- Considered, steady approach
- Self-motivated but able to recognise to seek support when needed
- Strong team player
Desirable
- Aptitude to adapt working style to meet the needs of the patient
- Aptitude to use standard office equipment efficiently
- An understanding of the requirements in shaping the image of a customer orientated organisation, when working as a first point of contact member of staff
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.
