Job summary
As a key member of the Patient Services team you willbe responsible for providing an efficient receptionfunction that includes some specific administration duties.
Main duties of the job
To ensure the front of house service ofmeeting and greeting is welcoming and portrays our standards of high quality,professional and patient-focused care.
To ensure a high focus on customersatisfaction by dealing with queries in a speedy and accurate manner, applying emotionallyconscious responses as relevant.
To deal with patients and visitors in acourteous manner, using your skills to ensure matters are dealt withefficiently; providing effective management to patient demand, and reducingundue delay or queues at the front desk/phones
To work to protocols with regardbooking appointments, repeat prescriptions, ordering of patient transportincluding emergency ambulances and all other duties as explained to you by the PatientServices Manager.
To deal with general queries and liaiseeffectively with clinicians and other staff as required.
To support clinicians during theirclinics by dealing with their queries and tasks as requested. This may be the need for some stock in theirrooms, following up an appointment with the hospital, or other ad hoc requests.
To provide chaperoning service whererequested by the clinician and/or patient.
To ensure patient confidentiality,including the use of the computer system and visibility of the screen as wellas the transfer of written and verbal communication.
About us
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
Benefits include:
1. 5 weeks annual leave (pro rata for part time hours)
2. Birthday Holiday
3. Well-being day
4. NHS pension
Job description
Job responsibilities
To ensure the front of house service ofmeeting and greeting is welcoming and portrays our standards of high quality,professional and patient-focused care.
To converse with patients and visitorsby speaking clearly, precisely and with confidence both over the phone and face-to-faceat the desk.
To ensure a high focus on customersatisfaction by dealing with queries in a speedy and accurate manner, applying emotionallyconscious responses as relevant.
To signpost patients to the mostappropriate service.
To deal with patients and visitors in acourteous manner, using your skills to ensure matters are dealt withefficiently; providing effective management to patient demand, and reducingundue delay or queues at the front desk/phones
To work to protocols with regardbooking appointments, repeat prescriptions, ordering of patient transportincluding emergency ambulances and all other duties as explained to you by the PatientServices Manager.
To deal with general queries and liaiseeffectively with clinicians and other staff as required.
To support clinicians during theirclinics by dealing with their queries and tasks as requested. This may be the need for some stock in theirrooms, following up an appointment with the hospital, or other ad hoc requests.
Person Specification
Experience
Essential
5. Communication skills, both written and verbal
6. Competent use of IT
7. Ability to deal confidently and courteously with people both in person and over the telephone.
8. Ability to work flexibly as a team member
9. Able to work on own initiative and prioritise workload
10. Empathetic, honest, caring
11. Diplomatic and considered
12. Able to work under pressure
Desirable
13. Competent in the use of SystemOne
14. Well -developed IT skills
Qualifications
Essential
15. Experience working in a patient focused environment
16. An understanding, acceptance and adherence to the need for strict confidentiality
17. Reception experience in General Practice or the NHS
18. GCSE English language, grade C or above (or equivalent)
Desirable
19. Working knowledge of Microsoft Office applications
20. NVQ 2/3 Customer service (or equivalent)
Other
Essential
21. Evidence of willingness to learn and develop
22. Highly motivated
23. Adaptable, innovative, forward looking
24. Enthusiasm, with energy and drive
25. Willing to work flexible hours as necessary