Receptionist Call Handler in Bath

An opportunity has arisen within our reception team for a team player with a can do attitude who thrives working in a busy, demanding and ever-changing customer service environment. The majority of the work will be telephone based which requires a skill set to efficiently deal with high call volumes whilst maintaining a pleasant and caring manner. In addition, you will provide general assistance to the practice team and project a positive and friendly image to patients and other visitors arriving at the practice. The work pattern is part time Monday to Friday and some Saturdays. Flexibility to cover additional shifts due to annual leave, training and sickness is an essential requirement of this role. Previous call centre experience is desirable.

Below is an outline of the Key Areas of Responsibility:

• Ensure a professional and efficient reception service is provided to patients and other visitors.
• Deal with general enquiries and explain practice procedures where required.
• Make new and follow-up appointments.
• Communicate test results in an accurate manner.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Enter patient information on to the practice clinical system as required.
• Process prescriptions and deal with enquiries.
• Receive payment for non-NHS services provided.
• Open and distribute practice mail.
• Keep waiting area tidy and ensure information is up to date.
• General administrative duties.
• Undertake a share of communal duties and any other additional duties appropriate to the post as requested by the Office Manager, Practice Manager or Partners.

Key Responsibilities

• Patient Access and Customer Service: Act as the first point of contact for patients, relatives, carers, and healthcare professionals. Handle telephone, face-to-face and electronic enquiries professionally and efficiently. Book, amend and cancel appointments in accordance with practice procedures. Support patients to access the most appropriate service through effective signposting. Manage walk-in enquiries and maintain an organised waiting environment.
• Patient Administration: Complete new patient and temporary resident registrations. Maintain accurate patient records and demographic information. Process requests for medical summaries, letters, results, sick notes and vaccination-related services. Manage eConsultations and other digital requests in accordance with practice processes. Complete administrative workflows allocated by clinicians and colleagues.
• Prescriptions and Clinical Support: Process prescription requests accurately and efficiently. Respond to prescription enquiries and liaise with pharmacies and clinicians. Support clinicians with administrative tasks linked to patient care. Act as a chaperone when trained and required.
• Communication and Correspondence: Manage generic email accounts and incoming practice correspondence. Process ambulance reports, letters and electronic communications. Print and distribute documentation as required. Ensure all reception tasks are actioned within agreed timescales.
• Operational Responsibilities: Open and close reception and practice areas in accordance with procedures. Process payments received in person and by telephone. Manage incoming deliveries, post and internal correspondence. Maintain stock levels of forms, leaflets and administrative supplies. Monitor designated storage and sample areas where applicable. Maintain a clean, professional and welcoming environment.
• Clinics and Service Support: Support seasonal vaccination programmes including Flu and COVID clinics. Provide support for Saturday and extended access clinics where required. Assist with patient recalls, invitations and clinic administration.
• Team Working: Work collaboratively with colleagues to ensure continuity of service. Respond flexibly to changing workloads and operational pressures. Contribute positively to team objectives and service improvements.

Core Competencies: Excellent communication, customer service, attention to detail, organisation, digital literacy, professionalism, confidentiality and problem-solving skills.

Values and Behaviours: Patient focused, respectful, inclusive, accountable, reliable, professional and committed to continuous improvement.

Confidentiality and Information Governance: Maintain confidentiality at all times and comply with data protection legislation, information governance standards and practice policies.

Health, Safety and Safeguarding: Support a safe environment for patients, visitors and colleagues and comply with safeguarding, infection prevention and health and safety procedures.

Training and Development: Participate in mandatory training, appraisal and ongoing professional development activities.

Flexibility Clause: This job description is not exhaustive and may be amended to reflect changing service needs. The post holder may be required to undertake other duties consistent with the role.