Job summary
GAB Healthcare are a looking to recruit two hard-working, reliable and flexible receptionists to join our busy and committed team. You will be the first point of contact for our patients so will need to be friendly, empathetic and willing to have a holistic approach to healthcare.
The role would suit someone who is good at multitasking, problem solving and who has a passion for helping patients and providing excellent customer service.
Applicants must be willing to offer cover at short notice when required.
Hours are between 8am and 6pm Monday to Wednesday, 8am and 8pm Thursday to Friday and occasional Saturdays. Hours can be both part-time and full-time to fit with the needs of the business.
Main duties of the job
You will work under the supervision of the Reception Manager as part of the reception team across our two sites. Duties will include call handling, front of house reception, prescription management and other administrative tasks such as opening mail, scanning, registrations.
The ideal candidate will have previous customer service experience within the NHS however not essential.Full training will be provided where required.
The candidate should have excellent interpersonal skills, good IT skills, excellent telephone manner and good communication skills.
Hours are between 8am and 6pm Monday to Wednesday, 8am and 8pm Thursday to Friday and occasional Saturdays.
About us
GAB Healthcare is a large training practice based within the Chorley & South Ribble area.
Through our multidisciplinary team we serve a practice population of 13,000 patients, providing the full plethora of primary care services.
Since 2013 we have been successfully training a variety of clinicians including GPSTs, FY2s, Medical Students, Advanced Clinical Practitioners, Physician Associates, Practice Nurses, Healthcare Assistants and Nurse Associates.
Job description
Job responsibilities
Job Summary:
To receive, assist and care navigate patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
To provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Reception Duties
Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
Ensure patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner
Explain practice arrangements and formal requirements to new patients and those seeking temporary/emergency cover, ensuring procedures are completed correctly
Ensure practice / patient notes are actioned in an efficient and timely manner
Open, date stamp & distribute all incoming mail to relevant person / department
Advise patients of relevant charges for private services, accept payment and issue receipts keeping records of such payments up to date
Respond to all queries and requests for assistance from patients and other visitors
Enter requests for home visits on the visit list stating reason and including all relevant information
Action requests from healthcare professionals for urgent ambulance transportation and enter details on the computer
Ensure reception and waiting areas are kept neat and tidy and noticeboards, leaflets, magazines are kept up to date
Participate in the education and training of students of all disciplines and the induction of all members of the practice staff where appropriate
Receive samples from patients making sure details are recorded onto patients medical records
Ensure all visitors to the practice read and sign confidentiality statement and are issued with a visitors badge
Ensure clinical rooms are prepared for each surgery making sure there are a full range of forms and stationary items
Encourage and assist patients in using the self check in system
Issue patients with passwords in order to use the online appointment booking and prescription ordering system
It will be necessary to attend various Practice meetings as requested. The only reason for not attending will be annual, study or sick leave
Repeat Prescribing System
Receive patients requests for prescriptions whether in writing, fax, e-mail or in person
Action requests for repeat prescriptions while maintaining the Practices policy
Deal with requests from patients to collect prescriptions and medication
Collect and record relevant charges for prescriptions
Ensure out of date repeats are brought to the attention of the registered doctor and appropriate subsequent action taken
Report any problems/concerns to the doctor and ensure that follow up action is taken to resolve such matters
Appointment system
Medical records
Retrieve and re-file records as required ensuring that strict alphabetical order is adhered to
Ensure correspondence, reports, results etc are scanned into the correct record
Ensure records are kept neat and tidy and in good repair with all the necessary information recorded correctly on the outer cover
Ensure the tracking system for new patients medical records is accurately maintained in relation to reception
Telephone system
Start and end of day procedures
Open up premises at the start of the day and make all the necessary preparations to receive patients
Secure premises at end of the day: ensure building is totally secured, internal lights turned off, computer system secure and alarm activated if you are the last to leave. If you are not the last to leave ensure the reception and main waiting room is tidy with the computers switched off and blinds are closed
Make sure all confidential information is stored securely at the end of each day
Job description
Job responsibilities
Job Summary:
To receive, assist and care navigate patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
To provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Reception Duties
Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
Ensure patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner
Explain practice arrangements and formal requirements to new patients and those seeking temporary/emergency cover, ensuring procedures are completed correctly
Ensure practice / patient notes are actioned in an efficient and timely manner
Open, date stamp & distribute all incoming mail to relevant person / department
Advise patients of relevant charges for private services, accept payment and issue receipts keeping records of such payments up to date
Respond to all queries and requests for assistance from patients and other visitors
Enter requests for home visits on the visit list stating reason and including all relevant information
Action requests from healthcare professionals for urgent ambulance transportation and enter details on the computer
Ensure reception and waiting areas are kept neat and tidy and noticeboards, leaflets, magazines are kept up to date
Participate in the education and training of students of all disciplines and the induction of all members of the practice staff where appropriate
Receive samples from patients making sure details are recorded onto patients medical records
Ensure all visitors to the practice read and sign confidentiality statement and are issued with a visitors badge
Ensure clinical rooms are prepared for each surgery making sure there are a full range of forms and stationary items
Encourage and assist patients in using the self check in system
Issue patients with passwords in order to use the online appointment booking and prescription ordering system
It will be necessary to attend various Practice meetings as requested. The only reason for not attending will be annual, study or sick leave
Repeat Prescribing System
Receive patients requests for prescriptions whether in writing, fax, e-mail or in person
Action requests for repeat prescriptions while maintaining the Practices policy
Deal with requests from patients to collect prescriptions and medication
Collect and record relevant charges for prescriptions
Ensure out of date repeats are brought to the attention of the registered doctor and appropriate subsequent action taken
Report any problems/concerns to the doctor and ensure that follow up action is taken to resolve such matters
Appointment system
Medical records
Retrieve and re-file records as required ensuring that strict alphabetical order is adhered to
Ensure correspondence, reports, results etc are scanned into the correct record
Ensure records are kept neat and tidy and in good repair with all the necessary information recorded correctly on the outer cover
Ensure the tracking system for new patients medical records is accurately maintained in relation to reception
Telephone system
Start and end of day procedures
Open up premises at the start of the day and make all the necessary preparations to receive patients
Secure premises at end of the day: ensure building is totally secured, internal lights turned off, computer system secure and alarm activated if you are the last to leave. If you are not the last to leave ensure the reception and main waiting room is tidy with the computers switched off and blinds are closed
Make sure all confidential information is stored securely at the end of each day
Person Specification
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated Problem solver with the ability to process information accurately and effectively, interpreting data as required
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure/in stressful situations
- Able to communicate effectively and understand the needs of the patient
- Commitment to ongoing professional development
- Effectively utilise resources
- Punctual and committed to supporting the team effort
- Disclosure Barring Service (DBS) check
- Occupational Health clearance
Desirable
- Flexibility to work outside core office hours
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of working as part of team
Desirable
- Experience of working in a GP practice
Knowledge & Skills
Essential
- Good standard of general education
- Experience of using own initiative
- Experience in good customer service
- Excellent communication skills
- Excellent IT and Keyboard skills
- Good Time Management
- Excellent Interpersonal skills
- Team working
- Self motivated
- Ability to use own judgement and common sense
- Pleasant and articulate
- Able to work under pressure
- Able to work in a changing environment
Desirable
- Practical experience of computerised recording systems
- EMIS Web experience
- Medical Terminology
Person Specification
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated Problem solver with the ability to process information accurately and effectively, interpreting data as required
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure/in stressful situations
- Able to communicate effectively and understand the needs of the patient
- Commitment to ongoing professional development
- Effectively utilise resources
- Punctual and committed to supporting the team effort
- Disclosure Barring Service (DBS) check
- Occupational Health clearance
Desirable
- Flexibility to work outside core office hours
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of working as part of team
Desirable
- Experience of working in a GP practice
Knowledge & Skills
Essential
- Good standard of general education
- Experience of using own initiative
- Experience in good customer service
- Excellent communication skills
- Excellent IT and Keyboard skills
- Good Time Management
- Excellent Interpersonal skills
- Team working
- Self motivated
- Ability to use own judgement and common sense
- Pleasant and articulate
- Able to work under pressure
- Able to work in a changing environment
Desirable
- Practical experience of computerised recording systems
- EMIS Web experience
- Medical Terminology
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.
