Job summary
We are looking for a Receptionist to join our friendly, high achieving and supportive group
of practices, to be based primarily at Toftwood Medical Centre. The post is for 18.5 hours, usually between
8am and 6pm covering Monday-Wednesday, although flexibility is essential in
order to cover sickness and annual leave.
Purpose of Post
To ensure that patients are assisted courteously,
efficiently and with empathy, and to support other members of the practice team
in order that we may provide a caring and efficient service to the patients.
The provision of a diverse range of
administrative support activity.
Main duties of the job
General to all reception
team members
1. Receiving and Directing
Patients
Receive and direct patients on
arrival at the reception desk in a friendly and courteous
manner, ensuring their requirements are met professionally and efficiently.
Provide help to
patients with general enquiries, and to assist them to make, cancel and
rearrange appointments, using the computer appointment system.
Maintain appointment
system and monitor flow of patients into consulting rooms.
Respond to patients
requests for home visits.
Receive,
record and direct accurate messages when appropriate and pass these onto other members of the team using
emails or the clinical system.
Answer
telephones promptly in a polite and professional manner and manage calls
appropriately. Dealing with patients and other callers and forwarding to the
most appropriate team member if necessary.
Deal
efficiently with general enquiries from patients, explain surgery procedures,
appointment system and all other procedures for obtaining services, hand out
patient pack / practice leaflet as appropriate.
Inform
patients of their test results.
To advise patients on
approximate waiting times and of any unexpected delays.
To take in fees from
patients where applicable, record appropriately and issue receipts.
To give patients any
forms / referral letters that are waiting for collection checking ID and taking
in fees where necessary.
About us
Who we are:
Elmham Group of Practices (EGoP) is a GP Surgery in rural Mid-Norfolk
serving a population of just under 14,000 patients across three sites in
Elmham, Swanton Morley and Toftwood.
EGoP has a team of 70+ health care professionals and administration
support staff. All three sites offer a welcoming and friendly environment to
work in and team spirit amongst surgery staff is high. The 4 Partners,
Management Team, Clinical Team and Administration Team communicate well between
them.
Our fantastic multi-skilled clinical team consists of general
practitioners, nurse practitioners, practice nurses and health care assistants to
carry out all the necessary duties to deliver a comprehensive General Practice
service to our patients ensuring the highest standard of care to all our
patients.
Job description
Job responsibilities
General Tasks
Ensure reception and waiting areas are kept clean and tidy.
To ensure confidentiality is maintained at all times.
Chaperone for the GPs if requested to do so (if trained in doing so).
Provide general administrative support to the surgery manager.
To help with making refreshments for other members of the team
To help with any
other tasks that may be required to maintain efficient operation of the
practice as requested by the doctors, Surgery Manager or Practice Business
Manager.
To attend full practice meeting and Reception meetings when scheduled (even
if outside normal hours (paid for the hours of the meeting)).
Liaise with other practice surgeries, hospitals and attached staff.
Keep adequate records.
Keep up to date with NHS regulations.
To contribute to team working within the practice, offering support to
and seeking support from colleagues wherever possible.
To participate in the
decision-making forums within the practice e.g., practice meetings, survey,
questionnaires.
To participate in appraisals and PDP (Personal Development Plan) and
team training opportunities.
Undertake training that may be necessary to carry out duties and
responsibilities effectively or to keep up to date with working patterns or
process changes.
To promote equality of opportunity for both staff and patients,
reflecting the fact that the practice operates in, and is part of, a diverse
community.
In certain circumstances it may be necessary to help cover for
colleagues who are absent or provide additional hours or take on additional
duties in times of pressure/crisis.
Job description
Job responsibilities
General Tasks
Ensure reception and waiting areas are kept clean and tidy.
To ensure confidentiality is maintained at all times.
Chaperone for the GPs if requested to do so (if trained in doing so).
Provide general administrative support to the surgery manager.
To help with making refreshments for other members of the team
To help with any
other tasks that may be required to maintain efficient operation of the
practice as requested by the doctors, Surgery Manager or Practice Business
Manager.
To attend full practice meeting and Reception meetings when scheduled (even
if outside normal hours (paid for the hours of the meeting)).
Liaise with other practice surgeries, hospitals and attached staff.
Keep adequate records.
Keep up to date with NHS regulations.
To contribute to team working within the practice, offering support to
and seeking support from colleagues wherever possible.
To participate in the
decision-making forums within the practice e.g., practice meetings, survey,
questionnaires.
To participate in appraisals and PDP (Personal Development Plan) and
team training opportunities.
Undertake training that may be necessary to carry out duties and
responsibilities effectively or to keep up to date with working patterns or
process changes.
To promote equality of opportunity for both staff and patients,
reflecting the fact that the practice operates in, and is part of, a diverse
community.
In certain circumstances it may be necessary to help cover for
colleagues who are absent or provide additional hours or take on additional
duties in times of pressure/crisis.
Person Specification
Qualifications
Essential
- Personal Specification
- EssentialDesirable
- Personal Qualities
- Good communication skills, in person and over the telephone
- Possessing sensitivity, tact and diplomacy
- Self-motivated with a high degree of personal integrity
- An organised approach to work
- Reliable
- Flexible with an adaptable approach
- Ability to work on own initiative
- Ability to maintain strict confidentiality
- Able to work under pressure
- Calm and patient manner
- Ability to work to deadlines and under pressure.
- Ability to multitask and prioritise own workload
- Time management skills
- Skills
- Computer literate (MS applications and use of browser).
- Knowledge of clinical databases including SystmOne.
- Ability to use Microsoft Office programs (Word & Excel).
- Ability to file accurately.
- Education to GCSE level, NVQ level 2 (or equivalent).
- Administrative qualification.
- Experience
- Previous reception or call centre experience.
- Experience working in an environment with direct contact with the public.
- Experience in a GP Practice or Health Care Organisation.
Person Specification
Qualifications
Essential
- Personal Specification
- EssentialDesirable
- Personal Qualities
- Good communication skills, in person and over the telephone
- Possessing sensitivity, tact and diplomacy
- Self-motivated with a high degree of personal integrity
- An organised approach to work
- Reliable
- Flexible with an adaptable approach
- Ability to work on own initiative
- Ability to maintain strict confidentiality
- Able to work under pressure
- Calm and patient manner
- Ability to work to deadlines and under pressure.
- Ability to multitask and prioritise own workload
- Time management skills
- Skills
- Computer literate (MS applications and use of browser).
- Knowledge of clinical databases including SystmOne.
- Ability to use Microsoft Office programs (Word & Excel).
- Ability to file accurately.
- Education to GCSE level, NVQ level 2 (or equivalent).
- Administrative qualification.
- Experience
- Previous reception or call centre experience.
- Experience working in an environment with direct contact with the public.
- Experience in a GP Practice or Health Care Organisation.
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.
