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East Norfolk Medical Practice

Permanent Receptionist and Call Centre Operative

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This job is now closed

Job summary

At East Norfolk Medical Practice, opportunities exist for Permanent Full and Part Time Receptionist and Call Centre Operatives to work various shift patterns at our GP surgeries in Great Yarmouth. The successful candidate must be prepared to work various shifts between the hours of 8am and 6.30pm Monday to Friday.

If you are a great communicator with a positive attitude and a passion for caring for people this it the right job for you.

Main duties of the job

The role of the Receptionist and call Centre operative provides a point of contact for patients and clinical staff as well as the full range of general receptionist administrative duties. The post holder is required to be courteous, sympathetic and professional in these dealings. The need to liaise effectively with other health professionals and colleagues is a major requirement of this post

Applicants must be able to demonstrate good oral, written, numeracy and keyboard skills and be computer literate. Knowledge of Microsoft office word and excel and experience of reception work. We are looking for candidates with a background of customer service and who have experience of dealing with the public over the telephone.

In return the post offers the opportunity to meet people from all walks of life, together with the job satisfaction of working as an integral part of a team.

We are committed to our responsibilities under the Equality Act and welcome applications from all who believe they have the essential requirements for the job.

About us

The successful candidate will be part of our wider healthcare team including 18 GPs, physician associates and paramedics who provides excellent care to our growing patient population of approx.33,000. Apart from providing core General Practice, our team is also responsible for the provision of care to the homeless population in our area.

Details

Date posted

04 July 2023

Pay scheme

Other

Salary

£10.62 an hour

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A0610-23-0000

Job locations

147 Lawn Avenue

Great Yarmouth

Norfolk

NR30 1QP


Nelson Medical Practice

Pasteur Road

Great Yarmouth

Norfolk

NR31 0DW


The Lighthouse Medical Centre

Howard Street South

Great Yarmouth

Norfolk

NR30 2PT


Caister Medical Centre

West Road

Caister-on-sea

Great Yarmouth

Norfolk

NR30 5AQ


Job description

Job responsibilities

The post holder will be required to follow existing processes/put arrangements in place to deliver the following responsibilities:

Ensuring an effective and efficient telephone service is provided to patients and any other callers to the Practice

Ensuring an effective and efficient reception service is provided to patients and any other visitors to the Practice

Dealing with all general enquiries, explain procedures and make new and follow-up appointments

Ensuring that patients with no prior appointment but who need urgent consultation are seen in accordance with Practice guidelines.

Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure relevant procedures are completed.

Advising patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same

Informing patients of test results as required

Acting as chaperone when required by the clinician and make a record in patients notes after the examination

Premises:

o To open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

Ensuring accurate completion of new patient registration forms

Actioning and completing Footfall requests

Managing generic email inboxes and distribute incoming emails across the organisation

Scan / Email MCCD (Medical Certificate for Cause of Death ) to register office and inform next of kin via telephone to arrange appointment to register death

Processing 111 and OOH documents

Processing basic repeat prescription requests

Processing PIP and MHA forms

Job description

Job responsibilities

The post holder will be required to follow existing processes/put arrangements in place to deliver the following responsibilities:

Ensuring an effective and efficient telephone service is provided to patients and any other callers to the Practice

Ensuring an effective and efficient reception service is provided to patients and any other visitors to the Practice

Dealing with all general enquiries, explain procedures and make new and follow-up appointments

Ensuring that patients with no prior appointment but who need urgent consultation are seen in accordance with Practice guidelines.

Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure relevant procedures are completed.

Advising patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same

Informing patients of test results as required

Acting as chaperone when required by the clinician and make a record in patients notes after the examination

Premises:

o To open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

Ensuring accurate completion of new patient registration forms

Actioning and completing Footfall requests

Managing generic email inboxes and distribute incoming emails across the organisation

Scan / Email MCCD (Medical Certificate for Cause of Death ) to register office and inform next of kin via telephone to arrange appointment to register death

Processing 111 and OOH documents

Processing basic repeat prescription requests

Processing PIP and MHA forms

Person Specification

Qualifications

Essential

  • Educated to GCSE C level or equivalent
  • Effective keyboard/IT skills

Experience

Essential

  • Experience of dealing with the public both by telephone and face to face
  • Experience of dealing effectively with challenging people
  • Experience of delivering high quality customer service
  • Experience of dealing effectively with confidential and/or sensitive information
  • Experience of routinely using VDUs

Desirable

  • Experience of using MS software
  • Experience of working within a primary care setting
  • Call Centre experience
  • Experience of working to deadlines whilst managing a high volume of a varied workload
  • Experience of supporting and assisting others
  • Experience of dealing with competing work demands
  • Experience of maintaining tidy workspace
Person Specification

Qualifications

Essential

  • Educated to GCSE C level or equivalent
  • Effective keyboard/IT skills

Experience

Essential

  • Experience of dealing with the public both by telephone and face to face
  • Experience of dealing effectively with challenging people
  • Experience of delivering high quality customer service
  • Experience of dealing effectively with confidential and/or sensitive information
  • Experience of routinely using VDUs

Desirable

  • Experience of using MS software
  • Experience of working within a primary care setting
  • Call Centre experience
  • Experience of working to deadlines whilst managing a high volume of a varied workload
  • Experience of supporting and assisting others
  • Experience of dealing with competing work demands
  • Experience of maintaining tidy workspace

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

East Norfolk Medical Practice

Address

147 Lawn Avenue

Great Yarmouth

Norfolk

NR30 1QP


Employer's website

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

Employer details

Employer name

East Norfolk Medical Practice

Address

147 Lawn Avenue

Great Yarmouth

Norfolk

NR30 1QP


Employer's website

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

Employer contact details

For questions about the job, contact:

Employee Support and Development

Sophie Flack

sophie.flack@nhs.net

01493419605

Details

Date posted

04 July 2023

Pay scheme

Other

Salary

£10.62 an hour

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A0610-23-0000

Job locations

147 Lawn Avenue

Great Yarmouth

Norfolk

NR30 1QP


Nelson Medical Practice

Pasteur Road

Great Yarmouth

Norfolk

NR31 0DW


The Lighthouse Medical Centre

Howard Street South

Great Yarmouth

Norfolk

NR30 2PT


Caister Medical Centre

West Road

Caister-on-sea

Great Yarmouth

Norfolk

NR30 5AQ


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