Eltham Medical Practice is an established GP Surgery with over 25,000 patients working across three sites located in Eltham SE9.
We are looking for a part-time receptionist/patient co-ordinator to join our Reception Team.
We are looking for an individual with good customer service skills and the ability to adapt to change, who will fit well within our team, building good relationships between each other and the patients.
Main duties of the job
Reception experience in a GP/Healthcare setting is preferred, but not essential.
Excellent customer service experience is desired with the knowledge of good customer care.
Strong telephone skills are essential as the majority of this role would be dealing and triaging patients' calls to the practice.
Good IT skills along with the knowledge of the EMIS software system would also be preferred but is not essential, as training will be given.
Ability to multi-task and prioritize own workload.
Convey a mature and empathetic nature, and have a friendly can-do attitude.
About us
Eltham Medical Practice is a 2 partner-led practice, supported by a Practice Management team, salaried GPs, Advanced Practitioners, Healthcare Assistants, Physicians Associates, and attached PCN Pharmacists.
We are currently expanding our Reception Team due to the increase in our Practice list size and patient demand.
We are looking for a part-time receptionist who is happy to work on their own initiative but can also become a strong member of a close reception team.
Job responsibilities
To be helpful and friendly to patients who make contact with the practice by phone or in person providing the best possible patient service.
To be courteous and helpful at all times to patients, visitors, and colleagues.
Answering the phone promptly and courteously. To divert calls, take and pass on messages accurately in line with practice procedures.
Ensure that no calls breaching confidentiality are made within earshot of the waiting area.
Making appointments for patients, taking requests for home visits, and answering queries in a friendly and helpful manner.
To keep patients informed of any delays or problems when they are in the practice and deal with any concerns that may arise.
To assist with cancelling and rescheduling appointments as required.
Finding notes or other information for clinical staff as requested.
Making phone calls for clinical staff when requested.
Dealing with requests for assistance from Doctors, Nurses, and other members of the clinical team.
Ordering ambulances and arranging interpreters for patients as required.
Checking patient details are current and correct and then update patient records.
Ensure total familiarity with all appointment systems including regular & incidental variations.
Running the computer appointments system, booking appointments & recalls ensuring sufficient information is recorded to retrieve medical records.
To fully understand how the telephone triage system works.
Enter results on the computer when required.
To work as a team member with your admin and reception colleagues.
Deal with patient complaints sensitively and according to the practice complaints procedure.
In conjunction with the Prescriptions clerk, ensure that patients are aware of the 72-hour turn-around for prescription requests.
Be aware of all Reception and office protocols.
Become familiar with Hospital & laboratory courier collections & ensure procedure is adhered to.
Advise patients of non-NHS & private services charges, accept payments & issue receipts.
To open and close the practice at the beginning and end of the day, checking security and setting the alarms as necessary.
To deal with Patient Registrations.
Dealing with internal and external post.
To undertake photocopying, franking machine and other basic office duties as directed by members of the team.
To deal with queries for further information from hospitals or other local providers about patients.
To assist in preparing and sending out Practice mailings, recall letters, and other practice correspondence.
Person Specification
Experience
* Experience of dealing with the general public
* Experience of working under pressure
* Experience of working within a GP practice
* Experience of working with a large team environment
Qualifications
* GCSE grade A to C in English and Maths or similar
* Have EMIS software experience
* Have Microsoft Teams experience
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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