Townsend House Surgery

Receptionist/care coordinator

Information:

This job is now closed

Job summary

We are looking for a new team member to provide excellent patient service in a busy reception team. The role will involve working alongside experienced team members to support our patients to access services at our surgery and through local providers. You will be positive, caring and with good attention to detail and you will be keen to work alongside other healthcare professionals and our administrative team at the surgery to provide great care to our patients.

Main duties of the job

The role will require you to interact face to face, over the telephone and via electronic communication with patients who have a wide range of needs. We are looking for a team member who can be one of the faces of Townsend House, efficiently providing access to care. Accuracy, maintaining confidentiality and embracing change are vital characteristics to ensure success in the role.

About us

Townsend House is a well-established, forward-thinking practice, widely respected for our collaborative working within our local PCN, training and teaching. Located in East Devon, we are a two site practice of around 6000 patients with the main site located in Seaton and a branch site in Beer. There are four partners and an experienced and supportive team of clinical and non-clinical staff. We encourage staff wellbeing and support staff to engage with each other for the benefit of themselves and the wider practice. We work closely with the other practices in our PCN for mutual benefit.

Details

Date posted

18 July 2024

Pay scheme

Other

Salary

£11.44 an hour

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

A5671-24-0001

Job locations

Townsend House Surgery

49 Harepath Road

Seaton

Devon

EX12 2RY


Job description

Job responsibilities

Provide cover for the reception telephone line and reception desk and have an efficient and friendly manner when greeting and assisting patients or visitors either in person or over the telephone

From the information given to you, ensure the patient is booked into the most appropriate appointment with the most appropriate person

Ensure daily surgeries run efficiently and smoothly, advising patients of any delays and be able to add or amend appointments as necessary

Respond to patients requests for information or assistance by ensuring these requests are directed to the most appropriate person in the practice

Respond to doctors and other clinical members of staff requests for information or assistance and to liaise with external agencies as necessary, anticipating problems and seeking solutions in advance

Ensure messages received are passed on efficiently, accurately, objectively and that all necessary action by you is taken

Ensure emails and tasks generated are accurate and objective and emails and tasks received are responded to efficiently, accurately and objectively. Wherever possible, all necessary action should be taken by you prior to sending an email or task.

Ensure filing is kept up to date

Process temporary resident registration requests

Manage birth and death administrative processes to ensure records are updated in a timely manner

Ensure visits are allocated and bring any visits not allocated to the attention of the duty receptionist

Receive, send file or dispose of information in a secure manner to ensure that confidentiality of information is maintained.

Ensure the waiting room and patient toilets are tidy and clean and take remedial action if not, highlighting if more in-depth cleaning is required. Ensure out of date information is removed from notice boards.

Check that the digital screen and check in screen are functioning normally and report any issues to team leaders

Ensure the entrances to the practice allow an unobscured view into the building and all necessary posters/notices are displayed.

To operate in accordance with the practice protocols and guidelines and assist in the maintenance, reviews and updates of reception procedures and protocols

At the end of each day to ensure that the building is secure with all windows locked and to ensure that the security alarm is set.

Attend 75% of team meetings a year.

Job description

Job responsibilities

Provide cover for the reception telephone line and reception desk and have an efficient and friendly manner when greeting and assisting patients or visitors either in person or over the telephone

From the information given to you, ensure the patient is booked into the most appropriate appointment with the most appropriate person

Ensure daily surgeries run efficiently and smoothly, advising patients of any delays and be able to add or amend appointments as necessary

Respond to patients requests for information or assistance by ensuring these requests are directed to the most appropriate person in the practice

Respond to doctors and other clinical members of staff requests for information or assistance and to liaise with external agencies as necessary, anticipating problems and seeking solutions in advance

Ensure messages received are passed on efficiently, accurately, objectively and that all necessary action by you is taken

Ensure emails and tasks generated are accurate and objective and emails and tasks received are responded to efficiently, accurately and objectively. Wherever possible, all necessary action should be taken by you prior to sending an email or task.

Ensure filing is kept up to date

Process temporary resident registration requests

Manage birth and death administrative processes to ensure records are updated in a timely manner

Ensure visits are allocated and bring any visits not allocated to the attention of the duty receptionist

Receive, send file or dispose of information in a secure manner to ensure that confidentiality of information is maintained.

Ensure the waiting room and patient toilets are tidy and clean and take remedial action if not, highlighting if more in-depth cleaning is required. Ensure out of date information is removed from notice boards.

Check that the digital screen and check in screen are functioning normally and report any issues to team leaders

Ensure the entrances to the practice allow an unobscured view into the building and all necessary posters/notices are displayed.

To operate in accordance with the practice protocols and guidelines and assist in the maintenance, reviews and updates of reception procedures and protocols

At the end of each day to ensure that the building is secure with all windows locked and to ensure that the security alarm is set.

Attend 75% of team meetings a year.

Person Specification

Qualifications

Essential

  • GCSE grade A to C in English and Maths

Desirable

  • NVQ / BTEC in relevant area

Experience

Essential

  • Experience of customer service
  • Comfortable with use of computers

Desirable

  • Experience of working in general practice or other healthcare environment
  • Experience of SystmOne or other similar software
Person Specification

Qualifications

Essential

  • GCSE grade A to C in English and Maths

Desirable

  • NVQ / BTEC in relevant area

Experience

Essential

  • Experience of customer service
  • Comfortable with use of computers

Desirable

  • Experience of working in general practice or other healthcare environment
  • Experience of SystmOne or other similar software

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.

Employer details

Employer name

Townsend House Surgery

Address

Townsend House Surgery

49 Harepath Road

Seaton

Devon

EX12 2RY


Employer's website

https://www.townsendhousesurgery.co.uk/ (Opens in a new tab)

Employer details

Employer name

Townsend House Surgery

Address

Townsend House Surgery

49 Harepath Road

Seaton

Devon

EX12 2RY


Employer's website

https://www.townsendhousesurgery.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Practice Manager

Claire Ashby

claire.ashby3@nhs.net

Details

Date posted

18 July 2024

Pay scheme

Other

Salary

£11.44 an hour

Contract

Permanent

Working pattern

Full-time, Part-time, Job share, Flexible working

Reference number

A5671-24-0001

Job locations

Townsend House Surgery

49 Harepath Road

Seaton

Devon

EX12 2RY


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