GP Receptionist

Job description

Job responsibilities

To make appointments and book patients in when they arrive for an appointment in accordance with the practice appointment system and to provide a helpful and friendly service to patients.

To comply with the protocols in place at the practice for the workflow of correspondence.

To handle telephone calls into the service from patients, relatives and health care professionals confidently and appropriately, regularly providing and receiving complex and sensitive information processing requests and recognising when it is appropriate to escalate to clinicians and other colleagues.

To recognise the diverse needs and individuality of patients and to demonstrate the ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone.

Taking accurate messages and ensuring these are passed on to the relevant person in a timely manner

Explain practice arrangements and formal requirements to new patients and to comply with the practice procedure for the registration of new patients, temporary patients and those seen as emergency or immediately necessary.

Setting up patients for online patient access and resolving any patient enquiries.

Taking appropriate action in relation to Subject Access Requests and understanding what information can be provided and the timescales as per practice policy.

To signpost patients appropriately and effectively to external services.

Enter requests for home visits onto Computer including all relevant information.

Action requests for ambulance and other patient transportation and enter details including reference numbers onto patients clinical record

Report to the appropriate Manager any matter affecting patient confidentiality, safety or security

To provide supervision and support to new starters, temporary staff and apprentices where required

To be committed to working within a changing environment, responding positively to new demands and changes.

To be an active team member recognising potential problems and escalating these and any constructive ideas for improvement on to the appropriate person.

Ensure the reception area is clean, tidy and presentable at all times.

Responsible for end of day check, lock and secure premises at night as and when directed, checking that the telephone system has transferred correctly to the Out of Hours service, providing emergency dispensing.

Person Specification

Skills, abilities and knowledge

Essential

• Confident and skilled in dealing with anxious or distressed people
• Team Player
• Effective and empathetic communication skills
• Good organisation skills
• Excellent Telephone Skills
• Ability to work quickly and accurately under pressure
• Personable, friendly and patient disposition
• Meticulous and methodical with good attention to detail
• Flexible, reliable and adaptable, able to multitask
• High standards of personal integrity and ability to maintain confidentiality
• Ability to work with direct supervision and determine own

Desirable

• Experience of working in an admin role preferably in a GP surgery or other health care provider
• Medical terminology

Qualifications

Essential

• Good standard of general education

Desirable

• Level 2 NVQ in Customer Service
• RSA level 2
• Recognised Medical terminology qualification

Experience

Essential

• Working in a customer services environment / with general public

Desirable

• Experience of working in a GP surgery or other health care provider

Employer details

Employer name

Cromer Group Practice

Address

The Surgery

Mill Road

Cromer

Norfolk

NR27 0BG

Employer's website

http://www.cromergrouppractice.nhs.uk/ (Opens in a new tab)