Job summary
We are looking for a bright and enthusiastic person to join our small and friendly team of Receptionists. Initially your focus will be front of house, greeting patients and taking calls. Over time you will learn how to action tasks, emails, and deal with patients queries. Many of our patients have been with us for generations and we have a reputation for being the best surgery in the area for patient experience. We are looking for someone with an inviting personality and a passion for excellent patient care and quality service. If that sounds like you, we want to hear from you!
Main duties of the job
The primary focus of the role is to serve the patients by supporting the clinicians. A great receptionist can multitask with a smile, take great care to understand and support the patients enquiries, and take ownership of their workload. A team player, you will join the team carrying out the usual day to day duties which include (but are not limited to):
- Answering telephone calls
- Greeting patients at the front desk
- Booking / cancelling / amending appointments
- Document workflow
- Group email management
- Clinical system tasks
- Calling patients to book reviews and followups
- Acting as a Chaperone if requested (training can be provided)
- Registrations and Deductions
- Notes administration
Over time there will be scope to develop and learn some of the back office administration such as document workflow, medical coding and referral administration.
About us
We have 3 GP Partners, 2 Nurses, a Practice Business Manager, 5 Receptionists and 2 Senior Administrators. We also have clinics on site with Physiotherapists, Dietitians and PCN Pharmacists.
Palmerston Road Surgery has a great team, a positive and supportive PPG, and works closely with our PCN to deliver quality care at scale while remaining dedicated to our local population. With a small list of just under 5000 patients, we see patients remain with us for generations.
It's not all work! We have a great team and it's nice when we get together for social events. We are all looking forward to this years Christmas Party and will be announcing the winners of the "Palmerston Awards" for the first time this year. We even have a fancy coffee pod machine. It's a great place to work and we are looking forward to welcoming a new receptionist to our team.
If you have a passion for patient care, enjoy getting to know people and want to be part of good quality local healthcare, we'd love to hear from you
Job description
Job responsibilities
Duties
Front Desk: Greeting patients, attending to patients in the waiting room, responding to patients needs and queries in person at the front desk, handling queries, booking, cancelling and re-arranging appointments as necessary, associated general practice administration and customer service tasks.
Telephones: Answering the phones promptly and politely, responding to patients needs and queries over the phone, handling queries, booking, cancelling and re-arranging appointments as necessary, associated general practice administration and customer service tasks.
Clinical Documents: Processing inbound clinical documents (discharge summaries, hospital letters, general medical correspondences), operating workflow.
Prescriptions: processing repeat prescription requests, assigning tasks, responding to enquiries relating to prescriptions, processing scripts
General practice administration as directed: Other administrative tasks including filing, inbound post, informal complaints, supporting clinicians with ambulances and urgent patient medical needs, supporting line managers with ad-hoc projects and tasks.
Confidentiality:
While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
You may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers, as well as information relating to Palmerston Road Surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.
Training
Health & safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security.
Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
In the ever-changing primary care sector, it is inevitable that there will be additions and alterations to this job description. The post holder will be asked to undertake other tasks required by the partners and managers not specifically outlined in this document. Job descriptions do not form part of your contract of employment and serve to support employee and employers understanding of the general day to day role to be carried out.
Job description
Job responsibilities
Duties
Front Desk: Greeting patients, attending to patients in the waiting room, responding to patients needs and queries in person at the front desk, handling queries, booking, cancelling and re-arranging appointments as necessary, associated general practice administration and customer service tasks.
Telephones: Answering the phones promptly and politely, responding to patients needs and queries over the phone, handling queries, booking, cancelling and re-arranging appointments as necessary, associated general practice administration and customer service tasks.
Clinical Documents: Processing inbound clinical documents (discharge summaries, hospital letters, general medical correspondences), operating workflow.
Prescriptions: processing repeat prescription requests, assigning tasks, responding to enquiries relating to prescriptions, processing scripts
General practice administration as directed: Other administrative tasks including filing, inbound post, informal complaints, supporting clinicians with ambulances and urgent patient medical needs, supporting line managers with ad-hoc projects and tasks.
Confidentiality:
While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
You may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers, as well as information relating to Palmerston Road Surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.
Training
Health & safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security.
Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
In the ever-changing primary care sector, it is inevitable that there will be additions and alterations to this job description. The post holder will be asked to undertake other tasks required by the partners and managers not specifically outlined in this document. Job descriptions do not form part of your contract of employment and serve to support employee and employers understanding of the general day to day role to be carried out.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Trained Chaperone
- NHS Mandatory Training modules complete
Experience
Essential
- Experience in a customer facing role
- Experience in customer services / taking calls
Desirable
- Experience of working in primary care
- Experience of working in a GP practice
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Trained Chaperone
- NHS Mandatory Training modules complete
Experience
Essential
- Experience in a customer facing role
- Experience in customer services / taking calls
Desirable
- Experience of working in primary care
- Experience of working in a GP practice
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.
