We are looking to recruit a part-time Senior Receptionist to join our friendly Practice team in Romford. This role would suit a senior receptionist or reception supervisor from a smaller practice who wants to develop and broaden their experience to work in a large practice over two sites. NHS experience is essential. North Street Medical Care is a high-achieving surgery with over 21,000 patients over two sites: North Street Practice and the Chadwell Heath Health Centre in Ashton Gardens. The candidate may be required to work at both sites as requested.
The role is for 24.5 hours per week on a rota basis: Wednesdays 8 am - 1.30 pm, Thursday and Friday 8 am - 6.30 pm.
You may occasionally be required to work on a Saturday, Sunday, or Bank Holiday, but with prior agreement.
Main duties of the job
The Senior Receptionist we are looking for must have good communication skills, attention to detail, a 'can-do' attitude, and be able to deal with both patients and surgery staff face to face and over the telephone in a professional manner.
This role is to support the reception manager and reception team in all aspects including motivating and supervising staff, optimizing efficiency, and overall performance.
About us
Our clinical team includes GPs, Nurse practitioners, Nurses, HCAs, Pharmacists, Physician Associates, and Paramedics. We operate over two sites, which are North Street and Ashton Gardens.
Job responsibilities
To provide a professional and efficient reception service to all patients and visitors. To supervise and support receptionists, assist patients in gaining access to healthcare services, and promote a helpful and caring image of the Practice at all times. To undertake a range of reception and administrative duties required to ensure the smooth running of the Practice.
The following are the core responsibilities of the Senior Receptionist. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
* To supervise the reception team during the shift.
* To greet and welcome patients and visitors to the Practice.
* To respond to enquiries, whether in person or by telephone, in a friendly and efficient manner.
* To explain Practice arrangements and formal registration requirements to new patients and those seeking temporary treatment, ensuring all procedures are completed accurately.
* To be aware of specific clinics held by healthcare professionals and make patient appointments in line with agreed procedures.
* To ensure patients are not kept waiting for unreasonable lengths of time without explanation.
* To ensure patients without appointments but who need emergency appointments are seen in a logical order, and to make patients aware of the possibility that they may have to wait until a clinician is available.
* To maintain the reception and waiting room in a tidy manner, checking the current validity of posters and use of the call display system.
* To ensure adequate patient information is readily available.
* To hand out repeat prescriptions, letters, and reports to patients, confirming the correct identity of the patient.
* To process urgent repeat prescriptions.
* To receive specimens from patients, ensuring correct bottles are provided and forms accurately completed.
* To liaise with external organisations, hospital and community services, CCG, and PCC etc., to facilitate ongoing care of patients.
* To receive payments from patients, ensuring the correct amount, checking personal cheques, giving receipts, and entering details in the reception petty cash book, as per Practice protocol.
* To act as chaperone for patients and clinicians where needed.
* To provide GPs and visitors with refreshments when requested.
TELEPHONE/ SWITCHBOARD
* To manage all incoming calls, ensuring each call is dealt with promptly and efficiently, with tact and sensitivity.
* To accurately record all relevant details of each call.
* To direct all calls to the relevant team member without delay and ensure messages are passed to the appropriate person as per protocol.
* To telephone patients regarding appointments, treatment, or administrative queries, ensuring the identity of patients.
* To monitor the call board and the reception team to ensure call wait times are low.
* To report any telephone issues to the phone provider.
* To identify when a receptionist needs assistance, offer help, and if necessary, ask for the call to be transferred to prevent a complaint.
* To manage verbal complaints and send out hold letters to email complaints.
ADMINISTRATIVE
* To arrange ambulances for patients requiring transport.
* To receive, check, and distribute incoming post and deliveries.
* To photocopy and laminate documents as directed.
* To convert any unbooked RT/TAS appointment to triage appointments at the start of the session.
* To monitor the generic email, save information into patient records, and allocate emails to the relevant departments.
* To monitor the eConsult mailbox, save to patient records, and filter administration and booking eConsult slots with the appropriate clinician.
* To enter information on the computer as per Practice procedures, adding your initials to any data added to enable an audit trail.
* To update patients' details and maintain patients' records accurately.
* To print out appropriate appointment lists at the end of each day in case of computer failure.
* To ensure all defects in the computer system are reported to the Compliance Manager.
* To contact the computer helpline and deal with IT faults, following guidance from the helpline team.
* To use the email system as a way of communicating between team members regarding practice issues, checking incoming mail on a daily basis.
GENERAL
* To supervise junior team members and assist in their training and development.
* To work both as part of a team and independently, to ensure the smooth running of the Practice.
* To be polite and courteous to patients and visitors at all times.
* To be of smart dress code, wearing Practice uniform where applicable.
* To maintain strict patient and Practice confidentiality at all times, working within the boundaries of the Data Protection Act.
* To attend relevant training courses to assist in Personal and Practice Development.
* To offer flexibility in covering shifts or duties during team members' absence.
* To attend and contribute to regular team and Practice meetings.
* To maintain staff responsibilities relating to the Health & Safety of patients, visitors, and staff, promoting a safe working environment, and reporting any risks to the Practice Manager.
* To ensure the security of the practice by locking doors when rooms are not in use and setting alarms where installed.
* To undertake any other tasks of a similar nature as may be required from time to time.
No job description can be entirely comprehensive. This job description may be adapted as the Practice develops and to meet the changing needs of patients.
Person Specification
Qualifications
* Educated to GCSE level or equivalent.
* GCSE Mathematics & English (C or above).
* NVQ Level 2 in Health and Social Care.
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.
#J-18808-Ljbffr