Job summary
We have a vacancy in our Reception team this role includes reception duties, answering the phone, making outgoing calls and administration tasks relating to patient records
Rota Pattern:
Normal working hours will be Monday to Friday between 07.45 -18.30 up to maximum of 37.5hrs (to be discussed at interview). There may be some occasions where working outside these core hours are required.
Post holders must be flexible to change days/hours if required.
As a Call Handler/Receptionist you are the first port of call for all incoming communication within an active and busy GP practice. You will be responsible for liaising with the practice team, patients, hospitals, care homes and third party organisations.
Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be a requirement to cover the reception desk on an ad hoc basis.
Main duties of the job
To answer phones to incoming calls in a timely,
polite, and patient focused manner
To take telephone calls from patients and accurately
make/cancel appointments and record all essential information on EMIS.
On receipt of patient call, search computerised
patient records, checking patient details and patient confidentiality.
Identify callers requiring an immediate emergency
response and escalate the calls to clinical team as per protocol.
To direct patients over the phone to the appropriate
professionals or services through signposting or direct to the care navigator
Deal with patients enquiries in relation to
results, and book appointments when required
Cover the reception front desk as required
Maintaining confidentiality at all times with
particular reference to patient confidentiality and Data Protection Act
Advise the Team Leader of any problems and take
appropriate action as directed
About us
We are a 2 partner GP practice based in Penrith, serving over 11,300 patients, rated CQC Outstanding and we are also a training practice.
This role is based within our Practice Support Team (PST) consisting of: Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team.
Job description
Job responsibilities
Experience not necessary but would be advantageous, Full training will be given.
To answer phones to incoming calls in a timely,
polite, and patient focused manner
To take telephone calls from patients and accurately
make/cancel appointments and record all essential information on EMIS.
On receipt of patient call, search computerised
patient records, checking patient details and patient confidentiality.
Identify callers requiring an immediate emergency
response and escalate the calls to clinical team as per protocol.
To direct patients over the phone to the appropriate
professionals or services through signposting or direct to the care navigator
Deal with patients enquiries in relation to
results, and book appointments when required
Maintaining confidentiality at all times with
particular reference to patient confidentiality and Data Protection Act
Advise the Team Leader of any problems and take
appropriate action as directed
Contribute to the continuous improvement of service
provision communicating service user feedback to the Team Leaders where
appropriate
To ensure that at the end of shift working areas are
left clean and tidy
To perform any other relevant duties that may be
dictated by the changing needs of the service
To provide ad hoc Receptionist cover
Participate in practice meetings, in training and
other activities
Processing requests for appointments, visits and
telephone consultations, and ensuring patients are directed to the appropriate
healthcare professional
Processing and distributing incoming (and outgoing)
mail. Taking mail to the post office.
Taking messages and passing on information
Provide and receive routine information, to inform
work colleagues, patients and clients
Receive sensitive information and ensure this
information is relayed correctly
Exchange information with patients, relatives and
staff on a variety of departmental matters and procedures
- Understand that
barriers to communication may include anxious patients, cultural
differences, language or other communication difficulties
- Participate in
team meetings and staff training, which may fall outside of normal working
hours (Time will be paid for attendance at normal hourly rate)
- Work
collaboratively with colleagues both internal and external to the practice.
- Ensure
collaborative working within the practice and the locality to share good
practice and make best use of skills and knowledge
Help support locality/PCN initiatives at practice
level
Job description
Job responsibilities
Experience not necessary but would be advantageous, Full training will be given.
To answer phones to incoming calls in a timely,
polite, and patient focused manner
To take telephone calls from patients and accurately
make/cancel appointments and record all essential information on EMIS.
On receipt of patient call, search computerised
patient records, checking patient details and patient confidentiality.
Identify callers requiring an immediate emergency
response and escalate the calls to clinical team as per protocol.
To direct patients over the phone to the appropriate
professionals or services through signposting or direct to the care navigator
Deal with patients enquiries in relation to
results, and book appointments when required
Maintaining confidentiality at all times with
particular reference to patient confidentiality and Data Protection Act
Advise the Team Leader of any problems and take
appropriate action as directed
Contribute to the continuous improvement of service
provision communicating service user feedback to the Team Leaders where
appropriate
To ensure that at the end of shift working areas are
left clean and tidy
To perform any other relevant duties that may be
dictated by the changing needs of the service
To provide ad hoc Receptionist cover
Participate in practice meetings, in training and
other activities
Processing requests for appointments, visits and
telephone consultations, and ensuring patients are directed to the appropriate
healthcare professional
Processing and distributing incoming (and outgoing)
mail. Taking mail to the post office.
Taking messages and passing on information
Provide and receive routine information, to inform
work colleagues, patients and clients
Receive sensitive information and ensure this
information is relayed correctly
Exchange information with patients, relatives and
staff on a variety of departmental matters and procedures
- Understand that
barriers to communication may include anxious patients, cultural
differences, language or other communication difficulties
- Participate in
team meetings and staff training, which may fall outside of normal working
hours (Time will be paid for attendance at normal hourly rate)
- Work
collaboratively with colleagues both internal and external to the practice.
- Ensure
collaborative working within the practice and the locality to share good
practice and make best use of skills and knowledge
Help support locality/PCN initiatives at practice
level
Person Specification
Experience
Essential
- Experienced and competent in the use of Microsoft Office systems.
- Being able to work on own initiative and individually as well as part of a team.
- Experience using computer systems and dealing with people in a customer service role
Desirable
- Experience in a GP practice or other healthcare setting
- Previous reception or call handling experience.
Qualifications
Essential
- Grade 3/4 GCSE English or equivalent
Desirable
- NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role
Person Specification
Experience
Essential
- Experienced and competent in the use of Microsoft Office systems.
- Being able to work on own initiative and individually as well as part of a team.
- Experience using computer systems and dealing with people in a customer service role
Desirable
- Experience in a GP practice or other healthcare setting
- Previous reception or call handling experience.
Qualifications
Essential
- Grade 3/4 GCSE English or equivalent
Desirable
- NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role
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.