Job summary
To join a small and friendly team based in Hounslow which acts as a first contact for the patients of the Practice, supporting both clinical and non-clinical team members in terms of all admin aspects within a friendly and supportive working environment.
Main duties of the job
To always converse with patients and other staff in a polite, respectful, helpful & considerate manner.To handle, process and allocate all patient and other health care organisations' contact whether via face to face, letter, telephone, email, triage requests etc.To assist with patient registrations.To allocate prescription requests.
About us
A two- partner, friendly practice sharing a Health Centre with two other like minded practices.A current list size of ,200 patients and usual waiting time for a routine consultation of less than a week in addition to same day urgent appointments ensures we are able to assist patients in a timely manner. To provide an ethos of openness and integrity while maintaining strict patient confidentiality.To strive to continually improve our services through responsible monitoring and auditing.To see challenges as opportunities and be welcoming to changes.To maintain a culture of reflection; understand when we have got something wrong and reflect constructively on feedback to identify learning opportunities.To provide a safe, clean and accessible environment for our patients, staff and visitors.To be as effective and efficient as possible in terms of the healthcare we provide and the business we run.To maintain a motivated and fulfilled team by upholding continuing professional development, promoting a friendly working environment, developing strong working relationships and encourage collaborative team-working through mutual support and learning from each other.To be courteous, approachable, friendly and accommodating
Job description
Job responsibilities
ResponsibilitiesThe following are the core responsibilities of the 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:
on and maintain the appointment system via F2F, telephone and e-requests, and help to re-arrange appointments due to the urgent cancellation;
incoming phone calls, transfer calls or deal with the callers request in an appropriate and polite manner;
c.Signpost patients to the correct service;
d.Initiate contact with and respond to requests from patients, team members and external agencies via telephone, emails and other online systems;
on and support the new patient regular and temporary registrations, code registration if needed and upload data as required;
f.Maintain patient admin record on SystmOne including updating patient basic contact information such as email address;
with document workflow on SystmOne;
with patient prescription requests via F2F, telephone (only for the housebound and elderly patients) and online;
with practice incoming and outgoing post, patient letter collections and sample collections;
j.Maintain a clean, tidy, effective working area at all times;
k.Monitor and maintain the reception waiting area and notice boards;
with target / quality admin;
with patient recalling;
with reception workflow tasks on SystemOne;
o.Promote internal communication and up-to-date knowledge,
p.Provide cover during admin/reception staff absences;
q. Complete opening and closing procedures in accordance with the duty rota;
Person Specification
Qualifications
Essential
1. DBS (Disclosure Barring Service) check
2. Educated to GCSE level or equivalent
Desirable
3. GCSE Mathematics & English (C or above)
4. AMSPAR Receptionists Qualification
5. NVQ Level 2 in Health and Social Care
Experience
Essential
6. Experience of working with the general public
7. Excellent communication skills (written and oral)
8. Strong IT skills
9. Competent in use of Office and Outlook
10. Effective Time Management (Planning & Organising)
11. Able to work as a team memeber and autonomously
12. Good interpersonal skills
13. Ability to follow policy & procedure
Desirable
14. SystmOne user skills
Personal Qualities
Essential
15. Polite & confident
16. Flexible & cooperative
17. Motivated
18. Forward thinker
19. High levels of integrity and loyalty
20. Sensitive and empathic in sometimes distressing situations
21. Ability to work under pressure
22. Flexibility to work outside of core office hours