Reception role at Vine Medical Group, a GP practice with around 25,000 patients, where the post-holder is the first point of contact. Duties centre on telephone and front-desk enquiries, directing patients to the right service and helping them book or triage. Part time at 29.25 hours across three weekday shifts, with a rota over three sites and occasional Saturdays. Applicants need GCSE English and Maths or equivalent and customer-facing experience.
What the job involves
- Handle patient enquiries by telephone and at the reception desks as the practice's first point of contact
- Direct patients to appropriate appointments, services or healthcare professionals, working with Primary Care Network teams
- Carry out an initial assessment of patient needs by phone, face to face or online, using their preferred contact method
- Help patients submit digital triage forms and use appointment options such as group consultations and Enhanced Access
- Signpost patients to other services and self-help under protocols, seeking guidance where needed
- Support clinics running on time by tracking arrivals, flagging delays, and rearranging or cancelling appointments
- Manage sample drop-offs, collections and deliveries to the practice
- Record and process data on IT systems accurately, keeping patient records and confidentiality in line with policy
- Take payments for private services the practice offers
- Respond appropriately to emergency situations and report patient safety and safeguarding concerns
- Keep reception areas clean, welcoming and compliant with infection prevention guidance, and follow opening and closing procedures
- Read Outlook and MS Teams communications daily and complete urgent, routine and delegated tasks
Qualifications
- GCSE English and Maths or equivalent
Experience
- Experience in a customer-facing or contact role
- Experience of using IT systems in a work environment
Skills & knowledge
- Good IT skills with a working knowledge of Microsoft 365
- Excellent communication with a diverse range of people, using alternative methods where needed
- Able to stay calm under pressure with distressed patients or challenging behaviour
- Works effectively as part of a team with a focus on communication
- Understanding of confidentiality
- Able to assess problems and identify solutions
Nice to have
- Experience of working in Primary Care or a similar environment
- Working knowledge of EMIS or other medical systems
- Knowledge of medical terminology
- NVQ or equivalent in Customer Service or similar
What’s offered
- Family-friendly practice that tries to accommodate working patterns
- Learning and development opportunities, given the size of the practice
- Support for longer-term career development
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Contact Details:
The Methodist Church in Britain Recruitment Team
