Receptionist/Call Handler in Norwich

We are a friendly, busy, rural, dual-site practice serving approx. 9,100 patients in the catchment areas of Reepham and Aylsham in Norfolk. Our vacancy is for a part or full time Receptionist/Call Handler with enthusiasm and commitment to provide exceptional customer service to our patient population. Applicants should be motivated, flexible and able to travel between the two sites. Previous experience of working in a GP surgery or medical setting is desirable but we welcome applications for candidates who have exceptional customer service and administration skills. You should have previous experience of working both face to face and on the telephone with the public. There will also be a requirement to use the Practice IT systems.

Main duties of the job:

• Signposting 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, both in person and via the telephone.
• Handing letters/reports/results/new registrations/visits/updating medical records.
• Process appointment and other requests by telephone and in person.

Job responsibilities:

• 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, both in person and via the telephone.
• Administration: To have a thorough knowledge of all practice procedures and to work in accordance of written protocols.
• Reception: Receiving patients, consulting with members of practice team, handing letters/reports/results to patient and checking names and address.
• Appointments: Process appointment requests for today/future appointments from patients by telephone and in person.
• Computer: Registrations of new patients, computer data entry and medical records, process patients changes of address, process repeat prescription requests in accordance with practice guidelines.
• Telephone: Have working knowledge of telephone/bleep system, during and after hours.
• Ensure building security, have thorough knowledge of doors/windows/alarm.
• Any other tasks allocated by managers.

Confidentiality:

In the course of seeking treatment, patients entrust us with 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. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. All such information is to be regarded as strictly confidential.

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. This will include using personal security systems within the workplace according to practice guidelines, identifying the risks involved in work activities, making effective use of training to update knowledge and skills, and using appropriate infection control procedures.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include acting in a way that recognises the importance of peoples rights, respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Quality:

The post-holder will strive to maintain quality within the practice, and will alert other team members to issues of quality and risk, assess own performance and take accountability for own actions.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to communicate effectively with other team members and patients.

Contribution to the implementation of services:

The post-holder will apply practice policies, standards and guidance and participate in audit where appropriate.

Own transport and clean driving licence essential.

This position is working at both Reepham & Aylsham Medical Practice.

Person Specification:

• Qualifications: GCSE grade A to C in English, Customer Service Qualification.
• Experience: Experience of working in a call handler or receptionist role, experience of working in a GP practice, experience working in a fast paced environment.

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 to check for any previous criminal convictions.