Job summary
The job of the Receptionist and Call Centre Operative is a
varied role. The role 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.
Making appointments and signposting patients to appropriate
services, giving out test results, home visit requests, contacting other
providers and actioning tasks from clinicians using our Systm One clinical
system.
Answering a high volume of telephones call in to the
practice and directing the calls to the appropriate person/team.
We are looking for candidates with a background of customer
service and who have experience of dealing with the public over the telephone. Strong
administrative and IT skills are essential, as is the ability to work calmly
under pressure.
We are keen to seek applicants whose first language is
either, Portuguese, Polish, Lithuanian, Slovakian, Romanian or Ukrainian to
support our diverse population.
Main duties of the job
Opportunities exist for Permanent Full and Part Time Receptionist and Call Centre Operatives. The successful candidate must be prepared to work various shifts with a start time of 8am, or a finish time of 6.30pm Monday to Friday. As the first point of contact for our patients, you will play a vital role in ensuring the smooth running of our practice. Your friendly demeanour and excellent customer service skills will make our patients feel welcome and supported.
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 friendly team. We
always aim to be caring, collaborative, hardworking, innovative, and open. If you share our values, we would love to
hear from you.
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
East Norfolk Medical Practice is a friendly 19 GP practice,
including physician associates and paramedics providing excellent health care
to our growing population of approximately 32000 patients over four sites in
the Great Yarmouth area. We are
committed to improving the health, wellbeing and lives of our patients and
colleagues in a friendly, supportive, pro-active and well- organised working
environment.
Job description
Job responsibilities
Main Duties, Outline 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: 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.
- 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
Patient/Client Care Support
- Contacting
patients via telephone and/or letter is required by the post holder in delivery
of the responsibilities of this role. Additionally, the post holder will update
patient/medical records, act as chaperone when requested, greet patients when
working in reception and inform patients of test results.
Communication and Information
- Internally the
post holder will be required to liaise with the Reception Supervisor, GPs,
clinicians and wider internal staff in order to effectively discharge their
responsibilities.
- The post holder
will be required to contact patients both remotely and face to face as part of
this role
- The
highest standards of confidentiality will be required by the post holder. In addition, the post holder will support the
equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way
that recognises the importance of peoples rights, interpreting them in a way
that is consistent with Practice procedures and policies, and current
legislation
- Respecting the
privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a
manner which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights.
- Information
systems and software responsibilities include use of: SystmOne, Footfall, AccuRX, ICE System
Corporate Responsibilities
- To conduct
yourself in a manner consistent with the Practices values and behaviours
- To work to the
highest standard of care in order to promote the Practice as a quality care
provider
- To adhere to the
Practices standards and expectations as communicated through policy and
briefings
- To represent
the Practice as required at external meetings and functions and to act as an
ambassador for the organisation.
- To work
flexibly in order to ensure that the Practice delivers effective, individual
and compassionate care.
- To participate
in relevant staff training (including compliance with mandatory training
requirements)
- To actively participate in the staff appraisal
process
Collaboration,
teamwork and relationships
- To work and
collaborate with other members of the ENMP team to ensure delivery of
satisfactory performance, governance and management of risk relative to role
- To promote and
constructive working relationships both internally with colleagues and with
external organisations
- To work
effectively in collaboration with clinicians and managers of other health and
social care organisations within the health system where there are common
interests
Quality and
Efficiency
- To work
proactively in order to identify areas for quality improvement and efficiency
Safety
- To ensure
compliance with safe systems of work and that all necessary health and safety
requirements are met including the reporting of hazards and accidents
- To work to
high standards of infection control appropriate to role
Confidentiality and Information
Governance
- To ensure
patient/staff confidentiality and information governance standards are
maintained and respected at all times.
- The
postholder will have no specific financial, budgetary or contract management
responsibilities. All staff at ENMP are required to demonstrate a duty of care
with respect to resources issued to them (equipment and supplies) and to maintain
a safe and compliant work area.
Financial, budgetary and contract management
- As part of
the role, the post holder will accept patient payments for private services and
issue receipts as appropriate.
Organisational Policy
- The
post holder is expected to follow established policies and procedures.
Task management (including work
related planning)
- The post holder is expected to
manage own varied workload.
Decision Making
- The post holders autonomy in
decision making will be bound by the processes in which they operate.
Job description
Job responsibilities
Main Duties, Outline 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: 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.
- 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
Patient/Client Care Support
- Contacting
patients via telephone and/or letter is required by the post holder in delivery
of the responsibilities of this role. Additionally, the post holder will update
patient/medical records, act as chaperone when requested, greet patients when
working in reception and inform patients of test results.
Communication and Information
- Internally the
post holder will be required to liaise with the Reception Supervisor, GPs,
clinicians and wider internal staff in order to effectively discharge their
responsibilities.
- The post holder
will be required to contact patients both remotely and face to face as part of
this role
- The
highest standards of confidentiality will be required by the post holder. In addition, the post holder will support the
equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way
that recognises the importance of peoples rights, interpreting them in a way
that is consistent with Practice procedures and policies, and current
legislation
- Respecting the
privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a
manner which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights.
- Information
systems and software responsibilities include use of: SystmOne, Footfall, AccuRX, ICE System
Corporate Responsibilities
- To conduct
yourself in a manner consistent with the Practices values and behaviours
- To work to the
highest standard of care in order to promote the Practice as a quality care
provider
- To adhere to the
Practices standards and expectations as communicated through policy and
briefings
- To represent
the Practice as required at external meetings and functions and to act as an
ambassador for the organisation.
- To work
flexibly in order to ensure that the Practice delivers effective, individual
and compassionate care.
- To participate
in relevant staff training (including compliance with mandatory training
requirements)
- To actively participate in the staff appraisal
process
Collaboration,
teamwork and relationships
- To work and
collaborate with other members of the ENMP team to ensure delivery of
satisfactory performance, governance and management of risk relative to role
- To promote and
constructive working relationships both internally with colleagues and with
external organisations
- To work
effectively in collaboration with clinicians and managers of other health and
social care organisations within the health system where there are common
interests
Quality and
Efficiency
- To work
proactively in order to identify areas for quality improvement and efficiency
Safety
- To ensure
compliance with safe systems of work and that all necessary health and safety
requirements are met including the reporting of hazards and accidents
- To work to
high standards of infection control appropriate to role
Confidentiality and Information
Governance
- To ensure
patient/staff confidentiality and information governance standards are
maintained and respected at all times.
- The
postholder will have no specific financial, budgetary or contract management
responsibilities. All staff at ENMP are required to demonstrate a duty of care
with respect to resources issued to them (equipment and supplies) and to maintain
a safe and compliant work area.
Financial, budgetary and contract management
- As part of
the role, the post holder will accept patient payments for private services and
issue receipts as appropriate.
Organisational Policy
- The
post holder is expected to follow established policies and procedures.
Task management (including work
related planning)
- The post holder is expected to
manage own varied workload.
Decision Making
- The post holders autonomy in
decision making will be bound by the processes in which they operate.
Person Specification
Emotional and Mental Skills
Essential
Desirable
- Ability to diffuse difficult situations
- Ability to make effective judgements within defined parameters and referring to others as appropriate
Experience
Essential
- Experience of dealing with the public both by telephone and face to face
- Experience of delivering high quality customer service
- Experience of dealing effectively with challenging people
- Experience of supporting and assisting otherss
- 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 dealing with competing work demands
- Experience of maintaining tidy workspace
Communication Skills
Essential
- Able to communicate to staff at all levels
- Able to develop effective relationships both internally and with patients
- Experience of dealing effectively with confidential and/or sensitive information
Desirable
- Ability to speak in a relevant second language
Other areas
Essential
- Effective keyboard/IT skills
Desirable
- Able to analyse basic information
- Flexible approach to work
- Effective team worker
- Ability to travel to other sites
Qualifications
Essential
- Educated to GCSE 'C' level or equivalent
Desirable
- Knowledge of local health system
Person Specification
Emotional and Mental Skills
Essential
Desirable
- Ability to diffuse difficult situations
- Ability to make effective judgements within defined parameters and referring to others as appropriate
Experience
Essential
- Experience of dealing with the public both by telephone and face to face
- Experience of delivering high quality customer service
- Experience of dealing effectively with challenging people
- Experience of supporting and assisting otherss
- 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 dealing with competing work demands
- Experience of maintaining tidy workspace
Communication Skills
Essential
- Able to communicate to staff at all levels
- Able to develop effective relationships both internally and with patients
- Experience of dealing effectively with confidential and/or sensitive information
Desirable
- Ability to speak in a relevant second language
Other areas
Essential
- Effective keyboard/IT skills
Desirable
- Able to analyse basic information
- Flexible approach to work
- Effective team worker
- Ability to travel to other sites
Qualifications
Essential
- Educated to GCSE 'C' level or equivalent
Desirable
- Knowledge of local health system
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.
