The GP Surgery Reception Team is the first point of contact for patients in a busy general practice. This role involves providing excellent customer service, managing appointments, handling patient inquiries, and performing various administrative tasks to ensure smooth daily operations of the practice.
Main duties of the job
To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals, and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional manner. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients. To understand the importance of maintaining confidentiality.
About us
Burnham Health Centre is a large teaching practice supported by a dynamic and enthusiastic team of healthcare professionals. Our team includes doctors, nurses, healthcare assistants, clinical pharmacists, and other allied healthcare professionals, all working together to provide high-quality care to our patients.
With 11 GPs, senior and practice nurses, healthcare assistants, a phlebotomist, and various roles under the ARRS from the South Bucks Primary Care Network, our staff are encouraged to collaborate and interact to ensure the best outcomes for our patients. At Burnham Health Centre, we are committed to fostering teamwork and a patient-centered approach to healthcare.
Job responsibilities
1. Greet patients and visitors to the practice.
2. Book in, amend and cancel patient appointments in line with practice appointment procedures ensuring optimum efficiency of the appointment system.
3. Ensure that patients without appointments but who need urgent consultations are triaged appropriately.
4. Receive and accurately record requests for home visits, assessing urgency in accordance with the Practice's protocols. Print off home visit summary sheets.
5. Ensure the computerized appointment system is up-to-date.
6. Respond and/or redirect all patient and visitor requests accordingly.
7. Explain practice arrangements and formal requirements to new patients and temporary residents, ensuring procedures are completed.
8. Advise patients of relevant charges for private services, accept payment and issue receipts.
9. Produce tokens and Right Hand Side for prescriptions according to practice procedures and ensure timely distribution of completed prescriptions.
10. Ensure reception and waiting areas are kept neat and tidy.
11. Re-stock information leaflets as appropriate.
12. Answer incoming telephone calls, ensuring they are redirected accordingly.
13. Undertake administration tasks as needed and as allocated by Senior Care Navigator.
14. Action start and end of day procedures to ensure telephone software for out-of-hours information is activated appropriately and the correct message is playing at close of business each day and when the Practice closes for training.
15. Ensure up-to-date maintenance of both computerized and manual filing systems (i.e., patient notes).
Person Specification
Experience
* Excellent communication and interpersonal skills.
* Ability to multitask and prioritize in a fast-paced environment.
* Proficiency in using computer systems, including medical software.
* Strong organizational skills with attention to detail.
* A calm and empathetic approach when dealing with patients.
* Previous experience in a Primary Care or customer service role is an advantage.
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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