Receptionist in Cullompton

Do you want to be part of the delivery of healthcare services across the Blackdown Hills? Due to retirement, we have an opportunity within our lovely reception team at Hemyock. We are looking for a front of house receptionist to support our non-clinical and clinical teams care for our patients. Good customer service skills are essential; you need to care about the patients and the service we provide to them, support the team to achieve their objectives, have a good attention to detail and a methodical approach to admin. The initial hourly rate will be dependent on experience.

As a member of the practice team, you have access to the NHS pension scheme for which the employer contributions are 23.7%, the Blue Light card, offering a wide range of exclusive discounts to public sector workers, and the vivup Employee Assistance Programme. A full-time post would have 35 days holiday, including bank holidays (pro-rata for part-time employees). Applications are via the NHS jobs website.

Main duties of the job

To assist the reception team in Hemyock, but potentially across all three sites in a front of house role so that a high standard of customer service is delivered to patients who are accessing our service. The role will support the multi-disciplinary team dealing with on the day work but also in achieving our overall practice objectives.

Job responsibilities

• Process prescription requests via email, phone, face-to-face and online.
• Process appointment requests and administrative queries received via email, phone, face-to-face and online and either book an appropriate appointment or signpost patients to the correct service.
• Understand and follow the standard operating procedures for dispensary and reception processes applicable to the assistant role.
• Hand out dispensed medicines accurately and ensure patient knows how to order their prescription items the following month.
• Collect prescription charges accurately and ensure that the exemptions are signed for appropriately, processing payments accurately through the card machine and tills and follow cashing up and end of day financial processes.
• Monitor and record fridge temperatures and alert a dispenser or nurse to any reading that is out of range.
• Ensure the safe ordering, receipt and custody of NHS prescriptions, whether blank, printed or signed.
• Date checks of both medications and clinical rooms.
• Correctly manage e-mails and tasks received and send appropriate e-mails and tasks.
• Process initial registration requirements for patients new to the Practice or who are temporarily registering that include the correct registration requirements for dispensing doctors.
• Understand the basics of providing access to medical records and process initial requests for online access.
• Input data into patients' healthcare records as necessary.
• Photocopy documentation as requested.

Site responsibilities

• Ensure the entrances to the Practice allow an unobscured view into the building and all necessary posters/notices are displayed.
• Ensure consulting rooms are prepared prior to each surgery session.
• Ensure daily surgeries run efficiently and smoothly, advising patients of any delays and be able to add or amend clinics as necessary.
• Ensure visits are allocated and bring any visits not allocated to the attention of Hemyock Reception.
• Ensure the waiting room and patient toilets are tidy and clean and take remedial action if not, highlighting if more in-depth cleaning is required.
• Ensure out of date information is removed from noticeboards.
• Ensure the samples are transferred by a member of staff to the main site for collection by the NHS courier.
• Manage incoming and outgoing post to the site.
• Ensure filing is kept up to date.
• At the end of each session ensure that the building is secure with all windows locked and to ensure that the security alarm is set.
• Weekly fire alarm and emergency lighting checks.

All staff:

• Record near misses and significant events according to the practice process.
• Maintain a tidy, clean and safe working environment at all times.
• Attend team meetings.

Person Specification

Skills

• Excellent communication skills (written and oral).
• Strong IT skills, competent in the use of Office and Outlook.
• Clear, polite telephone manner.
• Effective time management (planning and organising).
• Ability to work as a team member and autonomously.
• Good interpersonal skills.
• Problem solving and analytical skills.
• Ability to follow policy and procedure.
• Ability to work accurately with a high level of attention to detail.

Qualifications

• Educated to GCSE level or equivalent.
• GCSE (or equivalent) English and Math at Grade C (4) or above.
• Additional related qualification e.g. NVQ2 in health and social care, AMSPAR qualification or evidence of vocational training.

Experience

• Experience of working with the general public or patients.
• Experience in reception or administrative duties.
• Experience of working in a healthcare setting.
• Experience of working with EMIS, SystmOne or Vision.

Other Requirements

• Flexibility to work across the site teams.
• Flexibility to work outside of core office hours if necessary.
• Evidence of continuing professional development.

Personal Qualities

• Motivated to support the delivery of a caring and efficient healthcare service.
• Believes excellent customer service skills are important for a business to thrive.
• Understands the importance of managing costs and minimising waste to protect the delivery of the health service.
• Appreciates the value of good teamwork.
• Polite and confident.
• Flexible and cooperative.
• Forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.

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.