Reception Team Member

We are looking for an enthusiastic, customer-focused colleague to lead our Reception Team. Providing patient-facing support, you and your team will help patients access and navigate our services, ensuring that they are seen by the right clinician at the right time. Great communication skills, effective teamwork and a flexible approach are essential for this rewarding role.

Hours of work are:

• Mon 07:45 to 13:00
• Tues 07:45 to 13:00
• Weds 07:45 to 13:00
• Fri 07:45 to 13:00

Main duties of the job:

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• 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.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
• Play your part in the delivery of remarkable customer services to our patients, internal colleagues and external stakeholders.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointment 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 cover and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
• Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
• Enter patient information onto the computer as required.
• Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
• Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
• Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
• Ensure that all new patients are registered onto the computer system promptly and accurately.
• Keep the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
• Chaperoning when requested to do so.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Confidentiality:

In the course of 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.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment.

Quality:

The post-holder will strive to maintain quality within the Practice.

Communication:

The post-holder should recognize the importance of effective communication within the team.

Contribution to the Implementation of Services:

The post-holder will apply Practice policies, standards and guidance.

Person Specification:

• Excellent communication skills (Written and Oral)
• Time Management and the ability to work to deadlines
• Negotiation and conflict management
• Interpersonal skills
• Ability to follow instruction and work in accordance with established protocols

Qualifications:

• Good standard of general education
• GCSE Mathematics
• NVQ in Customer Service

Experience:

• Practical experience of working with others
• Experience of using own initiative
• Experience of customer service
• Experience of working within a General Practice Reception environment
• Practical experience of using computerised recording systems
• Experience supporting people with individual needs

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.