Receptionist & Care Navigator

Job description

Job responsibilities

JOB TITLE GP Practice Receptionist

RESPONSIBLE TO Customer Service and Reception Manager

SALARY:Competitive, dependant on experience

DAYS:We have multiple reception positions available to cover shifts of up to 6 hours on a Monday, Tuesday, Wednesday and Friday

HOURS:16 - 36 hours with shifts approximately 6 hours in length. Shifts run from 7:45 am or 12:30pm

JOB SUMMARY

This position covers all reception duties for the Practice, working as part of a team of receptionists. S/he will work on the reception desk in the surgery waiting area. All shifts will be worked as part of a rota organised by the Customer Service and Reception Manager. All requests for rota changes should be passed to the manager for discussion and agreement.

It is important that patients are made to feel welcome at the Practice at all times, and that the reception staff are aware that they are the first point of contact with the surgery, either in person or by telephone.

Whilst largely based within the surgery reception area, parts of the role are administrative in nature and may be undertaken within the reception area or the administrative office.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Reception

• To open the surgery in the morning and lock up at night, ensuring the premises are secure.
• To receive and filter incoming online triage requests by patients, interpret them and navigate patients to the correct services to meet their needs
• To work closely with the online triage team to interpret patient requests and ensure they are offered appointments based on their clinical need
• To present a good first impression of the surgery by treating patients with kindness and empathy, taking time to understand their needs
• To ensure equity of access for our patients by ensuring you communicate with them appropriate and considering reasonable adjustments that may be required so they have the same ability to access services as everyone else
• To communicate clearly and accurately within the clinical system ensuring you follow up on all actions required
• To receive patients at the reception desk, check in those attending for appointments and ensure that they are sent to the correct clinician at the right time.
• To support clinicians during their surgeries with anything required
• To have an awareness of the on-call doctors whereabouts so that emergency situations may be highlighted to them
• To give out test results to patients ensuring you report clearly what clinicians have documented
• To book ambulances, in accordance with Practice procedure
• To assist in the training of staff

Administrative

• To clear consulting rooms at the end of surgery, ensuring any specimens are prepared for collection
• To manage a fair share of tasks which are requests sent within the clinical system
• To prepare medication prescriptions for patients in line with protocols.
• To provide forms and information leaflets for patients including self-certification and prescription exemption forms
• To keep reception adequately stocked with all relevant forms
• To undertake general administrative duties as required to the position whether situated at the reception desk or within the administrative office.
• To attend meetings as required
• To ensure the reception area is kept tidy
• To assist in the training of staff

Any other duties relating to the above as requested by doctors, Reception Manager or Practice Manager

An awareness of patient confidentiality and infection control are both crucial to this role.

Person Specification Template

Essential Skills

• Excellent communication skills
• Ability to work under pressure
• Ability to learn quickly
• Ability to prioritise work
• Ability to manage difficult situations
• Good level of IT skills

Experience:

• Customer service experience (essential)
• Previous reception experience
• Experience of managing difficult patients
• Experience of working within an administrative position which required use of IT application.
• Experience of managing complaints
• Experience of SystmOne experience

Personal Attributes:

• Reliable
• Flexible
• Good interpersonal skills both face to face and on the telephone
• Ability to work on your own and as Part of a team
• Good sickness record
• Good sense of humour
• Well presented

Other:

• Ability to work flexibly and to cover shifts, possibly at short notice, including early morning shifts starting 7.45am and afternoons up to 6.30pm
• Not currently registered as a patient at Whitley House Surgery, or willing to register elsewhere if successful

Person Specification

Experience

Essential

• Person Specification Template
• Essential Skills
• Excellent communication skills
• Ability to work under pressure
• Ability to learn quickly
• Ability to prioritise work
• Ability to manage difficult situations
• Good level of IT skills
• Experience:
• Customer service experience
• Personal Attributes:
• Reliable
• Flexible
• Good interpersonal skills both face to face and on the telephone
• Ability to work on your own and as Part of a team
• Good sickness record
• Good sense of humour
• Well presented
• Other:
• Ability to work flexibly and to cover shifts, possibly at short notice, including early morning shifts starting 7.45am and afternoons up to 6.30pm
• Not currently registered as a patient at Whitley House Surgery, or willing to register elsewhere if successful

Desirable

• Desirable experience:
• Previous reception experience
• Experience of managing difficult patients
• Experience of working within an administrative position which required use of IT application.
• Experience of managing complaints
• Experience of SystmOne experience

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

Whitley House Surgery

Address

Crompton Building

Writtle Road

Chelmsford

Essex

CM1 3RW

Employer's website

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