Job summary
We are looking for a Full-time Receptionist/Telephonist (38 hours per week over 5 days) to work within our team. You need to be reliable, flexible and organised. General Practice experience preferred but training will be given to the right candidate.
To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other staff
Main duties of the job
Major Duties and Responsibilities of the Post:
Greet all patients and visitors in a courteous and polite manner, offering all reasonable assistance on reception desk or via telephone.
Processing prescriptions, including inquiries
Ensure you have a good understanding of the appointment system
Book appointments
Receive and make calls as required. Divert calls and take messages as appropriate
Knowledge of the registration procedure
Scanning and incoming emails
Patient change of details
End of Day procedures
Collection of samples and recording
Recording visitors
(This list is not a complete list of duties)
An understanding, adherence and acceptance to the need for strict confidentiality
An ability to use your own judgement, resourcefulness, common sense and local knowledge to respond to patients inquiries and requests
Excellent communication skills
Good computer skills
Other Duties with additional training where appropriate
About us
We are a busy practice operating over 3 sites and supporting a practice population of 14,500+ patients.
The team consists of 6 GP Partners, 2 salaried GPs, 6 practitioners, 4 Practice Nurses, 2 HCA and 1 Phlebotomist a wider administrative team. Supported by PCN ARRS staff including Clinical Pharmacists, Physiotherapists, Social Prescribers and Health Coaches.
Job description
Job responsibilities
Covering reception desk greeting patients and visitors with a professional and friendly manner.
Manage the booking system efficiently, signposting patients to the relevant services.
Answering incoming calls, respond to queries and manage email correspondence promptly.
Assist clinicians as needed, including handling paperwork, stocking consultation rooms and daily end of day duties to ensure the rooms are meeting infection control standards.
Manage office supplies, handling incoming/outgoing post and perform general administrative duties.
Maintain accurate patient records and ensure confidentiality.
Candidates must have strong communication skills, be friendly, reliable and willing to learn and develop their skills. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
The post-holder will participate in any training programme implemented by the practice as part of this employment.
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise needs of people for alternative methods of communication and respond accordingly.
Job description
Job responsibilities
Covering reception desk greeting patients and visitors with a professional and friendly manner.
Manage the booking system efficiently, signposting patients to the relevant services.
Answering incoming calls, respond to queries and manage email correspondence promptly.
Assist clinicians as needed, including handling paperwork, stocking consultation rooms and daily end of day duties to ensure the rooms are meeting infection control standards.
Manage office supplies, handling incoming/outgoing post and perform general administrative duties.
Maintain accurate patient records and ensure confidentiality.
Candidates must have strong communication skills, be friendly, reliable and willing to learn and develop their skills. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
The post-holder will participate in any training programme implemented by the practice as part of this employment.
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise needs of people for alternative methods of communication and respond accordingly.
Person Specification
Qualifications
Essential
- Basic IT skills with experience of working with Microsoft Outlook and Microsoft Word
- GCSE grade A to C in English and Maths or equivalent
Desirable
- EMIS web and DOCMAN literate
Experience
Essential
- Previous experience in dealing with the public such as a receptionist or customer service role.
- Excellent interpersonal and communication skills.
- Willingness to learn new skills.
- Flexibility.
- Ability to work in a fast paced environment.
- Attention to detail and ability to prioritise own workload.
- Calm and caring attitude.
Desirable
- Previous work experience in General Practice or similar setting.
Knowledge and Skills
Essential
- Ability to remain calm under pressure.
- A friendly, empathetic personality and the ability to handle patient queries in a professional manner.
- Ability to organise and prioritise workload.
- An understanding of the patient confidentiality laws and a commitment to maintaining confidentiality.
- Ability to use own judgement and initiative when dealing with queries.
- Excellent telephone manner and good verbal communications.
- Ability to work in a fast-paced environment and adapt to changing situations.
- Be flexible and able to adapt to different working patterns.
Desirable
- Willingness to learn new skills.
- Good communication skills.
- Basic IT skills.
Person Specification
Qualifications
Essential
- Basic IT skills with experience of working with Microsoft Outlook and Microsoft Word
- GCSE grade A to C in English and Maths or equivalent
Desirable
- EMIS web and DOCMAN literate
Experience
Essential
- Previous experience in dealing with the public such as a receptionist or customer service role.
- Excellent interpersonal and communication skills.
- Willingness to learn new skills.
- Flexibility.
- Ability to work in a fast paced environment.
- Attention to detail and ability to prioritise own workload.
- Calm and caring attitude.
Desirable
- Previous work experience in General Practice or similar setting.
Knowledge and Skills
Essential
- Ability to remain calm under pressure.
- A friendly, empathetic personality and the ability to handle patient queries in a professional manner.
- Ability to organise and prioritise workload.
- An understanding of the patient confidentiality laws and a commitment to maintaining confidentiality.
- Ability to use own judgement and initiative when dealing with queries.
- Excellent telephone manner and good verbal communications.
- Ability to work in a fast-paced environment and adapt to changing situations.
- Be flexible and able to adapt to different working patterns.
Desirable
- Willingness to learn new skills.
- Good communication skills.
- Basic IT skills.
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.