Job Type: Permanent, Full-time, Part-time
Salary: Depending on experience
Expected Hours: Up to 37 hours per week. To include one late night until 8pm on a Wednesday and up to two Saturdays (9am - 5pm) per month.
Job Summary
Alton Street Surgery is looking for an enthusiastic individual to join their friendly reception team as a Receptionist. You will play a crucial role in ensuring the smooth functioning of our busy practice. To excel in this role, you should possess good computer skills, a team-oriented mind-set, excellent communication skills, and the ability to multitask and prioritise tasks in a fast-paced environment.
Main duties of the job
Responsibilities include:
* Handling patient enquiries with professionalism and empathy.
* Answering telephone calls, advising patients, and booking appointments with the appropriate healthcare professional.
* Greeting and assisting patients at the reception desk.
* Performing day-to-day administrative tasks to support the efficient operation of the practice.
* Rotating to answer calls and managing day-to-day administrative tasks.
About us
Alton Street Surgery is well established and has a very good reputation for patient care and accessibility. In 2018 the surgery received a rating of Outstanding from the CQC. The practice provides care to approximately 11,700 patients in Ross-on-Wye and surrounding rural areas. We have a young and enthusiastic Partnership who are family friendly and who encourage a strong team ethos within the surgery. It is very important to the partners that this is maintained and developed. Learning is important in the organisation, and the partners encourage the development of staff.
Job responsibilities
Primary Responsibilities:
* Have a thorough knowledge and understanding of all relevant practice policies and procedures, and work in accordance with same.
* Communicate with patients and other visitors, both face to face and via the telephone, in a friendly, positive and efficient manner.
* To direct patients appropriately, through Care Navigation and practice procedures, to relevant services.
* Receive, assist and direct patients to the appropriate person or healthcare professional in a courteous, efficient and effective way.
* Deal with all general enquiries, explain procedures and make new and follow-up appointments.
* Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure all manual and computer procedures are completed.
* Advise patients of relevant charges for private services, accept payment and issue receipts for same.
* Action repeat prescription requests and ensure they are ready for collection by the patient or pharmacy within agreed timescales.
* Enter requests for home visits onto the clinical system, ensuring careful recording of all relevant details, and where necessary refer to the Duty Doctor.
* Manage requests for urgent appointments.
* Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt, appropriate delivery.
* Maintain patient confidentiality at all times and in all circumstances, and be fully aware of the practice and legislative obligations in this respect.
* Ensure that reception, staff and waiting areas are maintained in a clean and tidy manner.
Secondary responsibilities:
* Undertake any other duties appropriate to the grade as the Partners, Practice Manager or Reception Manager may require.
Person Specification
Experience
* Experience of working with the general public.
* Experience of administrative duties.
* Experience of working in a healthcare setting.
* Experience of prescription administration.
Skills, Knowledge and Behaviour
* Excellent communication skills (written and oral).
* Good interpersonal skills.
* Time management.
* Able to work under pressure.
* Able to work as a team member and autonomously.
* Motivated.
* Clear, polite telephone manner.
* Embrace change in working practices in a positive manner.
* Able to deal with patients and colleagues in a professional and sympathetic manner.
* Willingness to undertake out of hours working if required.
* Adopts a flexible and proactive approach to work duties.
* Experience of EMIS medical information system.
Qualifications
* GCSE Grade C and above in English Language and Maths.
Other
* Confidentiality.
* Must be flexible (cover for sickness and leave).
* Must be willing to undergo training.
* Standard Disclosure clearance from the Disclosure and Barring Service.
* Able to work at different locations if required in the future and to work flexibly including evenings and weekends if required (e.g. flu clinics and occasional extended hours).
* Strong work ethic with a mature and professional approach to work.
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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