Job summary
The postholder will be responsible for
covering the reception desk ensuring that each patient/visitor to the practice
always receives a high level of patient care and their queries are dealt
effectively and in an empathetic manner. As part of their duties, they will
support clinical staff as and when required and also action any admin tasks and
requests in an efficient and effective manner.
The postholder will also be responsible for
providing a high level of service when covering the phones and ensuring
patients are signposted appropriately. They must answer phones in a timely
manner and ensure all queries are dealt with in the most effective way.
Main duties of the job
There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.
- Greet patients in a friendly manner.
- Direct patients appropriately within the practice and provide information as required.
- Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner.
- Respond to all queries and requests for assistance from patients and other visitors, including assisting patients to complete the relevant NHS forms.
- Action any admin tasks and requests in an efficient and effective
- Follow Practice procedures for opening and closing of all sites.
- Ensure total familiarity with all the appointment systems including the regular and incidental variations.
- Book appointments and recalls.
- Direct patients appropriately within the practice and provide information as required.
- Ensure patient confidentiality is maintained at all times.
Call Handling Duties
- Responding promptly to calls and providing a high level of service and signposting patients appropriately and effectively.
- Offering clear and concise information to patients, such as answering questions or explaining services.
- Making any outbound calls to follow up on previous inquiries or to provide additional information.
- Full list of duties can be found in the Job Description
About us
Brownlow is proud to be an exceptional employer, offering
strong support for staff wellbeing through a dedicated wellbeing team and a
wide range of benefits and incentives. These include protected study leave with
a financial allowance and a comprehensive six-month mentorship and induction
programme.
We are committed to equality, diversity, and inclusion,
and aim for our workforce to reflect the diverse community we serve. We
actively encourage applications from individuals who identify as having
protected characteristics, particularly those with linguistic diversity,
members of the LGBTQ+ community, people from Black, minority ethnic or minority
faith backgrounds, and those who are disabled and/or neurodiverse. We recognise
that structural and systemic barriers may discourage some groups from applying,
and we welcome feedback on any such barriers so we can work to address them.
Extended access sessions will form part of your
contracted hours. If you are successful at interview and are registered with
any Brownlow practice, you will be required to change practices as a condition
of employment.
Other job locations include:
Brownlow Group Practice, Pembroke Place, L69 3GF
Student Health, Peach Street Liverpool L69 7ZL
Ropewalks Surgery, 26 Argyle Street Liverpool L1 5DL
Kensington Neighbourhood Centre, 155 Edge Lane Edge Hill Liverpool L7
2PF
Marybone Health Centre, 2
Vauxhall Road Liverpool L3 2BG
Job description
Job responsibilities
The following are the core responsibilities of the Medical Receptionist. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.
- Greet patients in a friendly manner.
- Direct patients appropriately within the practice and provide information as required.
- Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner.
- Respond to all queries and requests for assistance from patients and other visitors, including assisting patients to complete the relevant NHS forms.
- Action any admin tasks and requests in an efficient and effective
- Follow Practice procedures for opening and closing of all sites.
- Ensure total familiarity with all the appointment systems including the regular and incidental variations.
- Book appointments and recalls.
- Direct patients appropriately within the practice and provide information as required.
- Ensure patient confidentiality is maintained at all times.
Call Handling Duties
- Responding promptly to calls and providing a high level of service and signposting patients appropriately and effectively.
- Offering clear and concise information to patients, such as answering questions or explaining services.
- Making any outbound calls to follow up on previous inquiries or to provide additional information.
- Identifying when a call needs to be escalated to a higher level of support or management and doing so effectively.
- Ensuring calls are handled professionally, maintain a positive tone, and adhering to company standards.
- Ensure adherence to practice guidelines for patient identification.
- Manage all telephone and home visit requests as per the practice policy ensuring that all patient contact information is up to date.
- Participate in 121 meeting to review the quality of calls through call recordings and reflect on any improvements if required.
- Consistently maintain high productivity to foster positive feedback.
- Ability to deal with challenging situations calmly when required.
- Schedule and manage appointments for GPs, nurses, and other healthcare professionals.
- Handle appointment changes, cancellations, and reminders efficiently.
- Monitor appointment availability and optimize scheduling to reduce patient waiting times.
Job description
Job responsibilities
The following are the core responsibilities of the Medical Receptionist. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.
- Greet patients in a friendly manner.
- Direct patients appropriately within the practice and provide information as required.
- Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner.
- Respond to all queries and requests for assistance from patients and other visitors, including assisting patients to complete the relevant NHS forms.
- Action any admin tasks and requests in an efficient and effective
- Follow Practice procedures for opening and closing of all sites.
- Ensure total familiarity with all the appointment systems including the regular and incidental variations.
- Book appointments and recalls.
- Direct patients appropriately within the practice and provide information as required.
- Ensure patient confidentiality is maintained at all times.
Call Handling Duties
- Responding promptly to calls and providing a high level of service and signposting patients appropriately and effectively.
- Offering clear and concise information to patients, such as answering questions or explaining services.
- Making any outbound calls to follow up on previous inquiries or to provide additional information.
- Identifying when a call needs to be escalated to a higher level of support or management and doing so effectively.
- Ensuring calls are handled professionally, maintain a positive tone, and adhering to company standards.
- Ensure adherence to practice guidelines for patient identification.
- Manage all telephone and home visit requests as per the practice policy ensuring that all patient contact information is up to date.
- Participate in 121 meeting to review the quality of calls through call recordings and reflect on any improvements if required.
- Consistently maintain high productivity to foster positive feedback.
- Ability to deal with challenging situations calmly when required.
- Schedule and manage appointments for GPs, nurses, and other healthcare professionals.
- Handle appointment changes, cancellations, and reminders efficiently.
- Monitor appointment availability and optimize scheduling to reduce patient waiting times.
Person Specification
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Always maintain confidentiality
Desirable
- Experience of working in a healthcare setting
- Training or qualifications in administration, IT, or other related areas.
- Experience in an administrative role.
Qualifications
Essential
- A sound general education to GCSE level or equivalent, or equivalent working experience.
- A good standard of grammar and spelling in the English language.
Experience
Essential
- Experience of dealing with the general public, preferably in a customer service environment.
- Experience of using computers, with good keyboard skills
- Good administrative and organisational skills, with the ability to prioritise work.
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Skills
Essential
- Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
- The ability to work independently and use initiative
- The ability to produce work that is accurate, thorough, and well presented.
- A friendly and approachable manner, good with people skills, showing understanding, care, and assertiveness when appropriate
- A conscientious approach and commitment to working in an adaptable and flexible manner
- The ability to work calmly and effectively and deal with multiple demands even when busy.
- The ability to cope with occasional exposure to challenging behavior, distressing circumstances, or emotional events
- The ability to deal with personal information sensitively and respect peoples right to confidentiality
- The ability to work positively as a member of a busy team.
- The ability to influence others positively, negotiate constructively and resolve conflict successfully.
- The ability and willingness to engage with individuals to improve their personal performance
- The ability to give good and regular attendance.
- Demonstrate your competence in the English language. Assessed at interview/ Certificate of English proficiency
Person Specification
Other Requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Always maintain confidentiality
Desirable
- Experience of working in a healthcare setting
- Training or qualifications in administration, IT, or other related areas.
- Experience in an administrative role.
Qualifications
Essential
- A sound general education to GCSE level or equivalent, or equivalent working experience.
- A good standard of grammar and spelling in the English language.
Experience
Essential
- Experience of dealing with the general public, preferably in a customer service environment.
- Experience of using computers, with good keyboard skills
- Good administrative and organisational skills, with the ability to prioritise work.
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Skills
Essential
- Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
- The ability to work independently and use initiative
- The ability to produce work that is accurate, thorough, and well presented.
- A friendly and approachable manner, good with people skills, showing understanding, care, and assertiveness when appropriate
- A conscientious approach and commitment to working in an adaptable and flexible manner
- The ability to work calmly and effectively and deal with multiple demands even when busy.
- The ability to cope with occasional exposure to challenging behavior, distressing circumstances, or emotional events
- The ability to deal with personal information sensitively and respect peoples right to confidentiality
- The ability to work positively as a member of a busy team.
- The ability to influence others positively, negotiate constructively and resolve conflict successfully.
- The ability and willingness to engage with individuals to improve their personal performance
- The ability to give good and regular attendance.
- Demonstrate your competence in the English language. Assessed at interview/ Certificate of English proficiency
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.
