We are looking for an enthusiastic, self-motivated experienced Receptionist who is keen to take the next step in their career.
Merchiston Surgery has circa 14,000 patients supported by a well-established partnership.
Join us on our journey to improvement and make a real difference to the local community.
Main duties of the job
The successful candidate will be responsible for the day-to-day supervision of all reception staff and associated functions, ensuring all functions are carried out in accordance with agreed procedures, protocols and timescales, and reporting to the Operations Manager as necessary. Promoting a harmonious and professional atmosphere in this public facing role.
About us
The successful candidate will join an established management team putting excellent, safe patient care at the heart of everything we do.
Significant improvements have already been made with the infrastructure at the surgery, with a refurbished waiting room and a new telephone system now in place.
Job responsibilities
1. Induction and training of all new staff to agreed standards.
2. Oversee e-learning of all reception staff.
3. Ensure adequate staffing levels, approve annual and other leave, and organise rotas ensuring all functions are covered as required.
4. Deal with more complex enquiries from patients including informal complaints relating to reception functions.
5. Continually assess and evaluate systems and quality, recommending changes and improvements to the Operations Manager as appropriate.
6. Manage day to day issues that may arise within the team or with individuals.
7. Regularly evaluate quality of individual and team performance.
8. Monthly 1-2-1 reviews with all reception staff.
9. Monthly team meetings.
10. Support the annual appraisal process for reception staff.
11. Monitor & manage appropriate appointment bookings.
Reception Duties:
1. Deal with general telephone enquiries from patients, health care professionals and the general public.
2. Book appointments and home visits.
3. Process requests for repeat prescriptions.
4. Register new patients, ensuring full practice information is given.
5. Process requests for SystmOne access to prescriptions, booking and records access.
The above list of duties is not exhaustive and may be subject to change as deemed necessary.
Person Specification
Experience
* Experience in reception duties or customer service.
* Experienced in managing conflict with service users.
* Ability and skills to manage and motivate staff.
* Ability to carry out complex administration and record keeping in an office environment with accuracy and attention to detail.
* Previous experience of Primary care or Health care.
* Line management or HR experience.
* Evidence of organisational and problem solving skills.
Qualifications
* GCSE or equivalent English & Maths grade C or above.
* IT literate, including experience in using Word and Excel at intermediate level.
* Proficient at using email and the internet.
* Ability to work in a changing environment and work under pressure.
£13.13 an hour after satisfactory completion of 6-month probation.
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