Receptionist in Lichfield

Aelfgar Surgery serves a population of around 7000 patients and we are looking for a part‑time flexible and enthusiastic Receptionist (25 hours per week) to join our friendly Practice Team.

Acting as the practice's first point of contact and the ability to signpost patients to the correct service/healthcare professional is imperative.

The successful candidate will provide a high quality reception service to patients, doctors and colleagues.

Previous experience in this type of role and knowledge of EMIS Web medical software would be an advantage, although training will be provided.

The post is available for 25 hours per week, working a combination of all of the following shifts on a rota basis,

07 45, 08 30, 13 30, 18 00.

There is an essential requirement for the successful candidate to provide cover for holidays and sickness.

Annual leave entitlement is,

On appointment 24 days, 1 year service 25 days, 3 years service 26 days, 5 years service 27 days (all pro rata for part time staff)

Main duties of the job

• Undertake the rota of reception duties as attached
• Greeting and directing patients and visitors to the surgery in a pleasant and helpful manner
• Assessing and providing the patient with a clear and concise care navigation pathway to ensure they are seen by the correct healthcare professional while working with the tools available to the practice
• Register new patients and process paperwork accordingly
• Dealing with requests for appointments
• Accepting and handing out prescriptions, letters, forms and specimen bottles, etc.
• Receiving and processing visit requests
• Explain practice procedures and arrangements to new patients and those seeking temporary cover, ensuring any procedures are completed
• Advise patients of relevant charges for non NHS services, accept payment and issue receipts
• Respond appropriately to queries and requests from patients and visitors
• Ensure actions requested by doctors are undertaken in a timely and accurate manner
• Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually
• Ensure the kitchen is kept clean and tidy and tidy the waiting room in turn with other staff
• Ensure mail is posted daily
• Ensure that the post and specimens are ready for collection for the courier on a daily basis
• Inform the relevant personnel when stock is running low
• Where necessary, clear information should be left for incoming colleagues regarding unresolved or urgent problems
• Telephone duties
• Make appointments at patients requests
• Receiving calls, taking messages and dealing with them in an appropriate and accurate manner, ensuring as much detail has been taken; who is calling, what they are calling about, a contact number to ring them back on
• Making telephone calls as requested, including ordering ambulances, whilst noting any necessary information/read code within the patient record
• Follow the procedure to divert the telephone system as and when necessary
• Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
• Enter requests for home visits onto the computer system
• Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non disruptive manner
• Patient notes and correspondence
• Retrieve and re file records as required, ensuring strict alphabetical order is adhered to
• Ensure correspondence, reports, results etc are filed electronically and promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen
• Ensure records are kept in good repair with all necessary information on the outside cover clearly visible
• Photocopying of patients medical records upon request
• Open up premises at the start of the day when first to arrive, de activate alarm and make all necessary preparations to receive patients
• When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
• Computer duties
• Ensure all prescriptions are processed accurately and available to doctors to check and sign prior to and on completion of surgery
• Ensure all tasks identified by Clinical staff and Practice Managers are processed accurately
• Ensure all referrals are entered onto the system in an accurate manner including the scanning of mail and other related paperwork
• Forward any referrals/correspondence via electronic means in the first instance, or post as appropriate
• Report IT and telephone faults and rectify as appropriate

About us

We are a dedicated, friendly, innovative training practice with a complement of healthcare professionals: 1 Clinical Partner, 5 Salaried GPs, 2 Nurse Practitioners, 1 Practice Pharmacist, 2 Practice Nurses and 3 HCAs, working with our Data Management Coordinators and Reception team.

We strive to provide an efficient, effective team who project a positive and friendly image to assist our patients in ensuring they receive the best possible care.

Person Specification Qualifications

• At least 12 months experience of working in a reception environment or with the general public and at least 12 months experience of dealing with the general public on the telephone.

We would like you to be open and approachable, calm and courteous when under pressure and have excellent communication skills.

Basic computer skills and knowledge are essential; along with the ability to be flexible and dependable.

• Experience of working in GP practice or NHS environment.
• Completion of Care Navigation Training.

Experience

• Basic computer skills and knowledge
• Reliable and flexible, willing to undertake a variety of duties.
• Able to follow instructions.
• Calm and courteous when under pressure.
• Good health and attendance.
• Microsoft Word, Excel, Windows
• Within commuting distance.
• Current driving licence.
• 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.

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