Job summary We have a vacancy in our Reception team this role includes reception duties, answering the phone, making outgoing calls and administration tasks relating to patient records Rota Pattern: Normal working hours will be Monday to Friday between 07.45 -18.30 up to maximum of 37.5hrs (to be discussed at interview). There may be some occasions where working outside these core hours are required. Post holders must be flexible to change days/hours if required. As a Call Handler/Receptionist you are the first port of call for all incoming communication within an active and busy GP practice. You will be responsible for liaising with the practice team, patients, hospitals, care homes and third party organisations. Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be a requirement to cover the reception desk on an ad hoc basis. Main duties of the job To answer phones to incoming calls in a timely, polite, and patient focused manner To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS. On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality. Identify callers requiring an immediate emergency response and escalate the calls to clinical team as per protocol. To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator Deal with patients enquiries in relation to results, and book appointments when required Cover the reception front desk as required Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act Advise the Team Leader of any problems and take appropriate action as directed About us We are a 2 partner GP practice based in Penrith, serving over 11,300 patients, rated CQC Outstanding and we are also a training practice. This role is based within our Practice Support Team (PST) consisting of: Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team. Date posted 31 December 2024 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time, Part-time, Compressed hours Reference number A5101-24-0014 Job locations The Health Centre Bridge Lane Penrith Cumbria CA11 8HW Job description Job responsibilities Experience not necessary but would be advantageous, Full training will be given. To answer phones to incoming calls in a timely, polite, and patient focused manner To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS. On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality. Identify callers requiring an immediate emergency response and escalate the calls to clinical team as per protocol. To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator Deal with patients enquiries in relation to results, and book appointments when required Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act Advise the Team Leader of any problems and take appropriate action as directed Contribute to the continuous improvement of service provision communicating service user feedback to the Team Leaders where appropriate To ensure that at the end of shift working areas are left clean and tidy To perform any other relevant duties that may be dictated by the changing needs of the service To provide ad hoc Receptionist cover Participate in practice meetings, in training and other activities Processing requests for appointments, visits and telephone consultations, and ensuring patients are directed to the appropriate healthcare professional Processing and distributing incoming (and outgoing) mail. Taking mail to the post office. Taking messages and passing on information Provide and receive routine information, to inform work colleagues, patients and clients Receive sensitive information and ensure this information is relayed correctly Exchange information with patients, relatives and staff on a variety of departmental matters and procedures Understand that barriers to communication may include anxious patients, cultural differences, language or other communication difficulties Participate in team meetings and staff training, which may fall outside of normal working hours (Time will be paid for attendance at normal hourly rate) Work collaboratively with colleagues both internal and external to the practice. Ensure collaborative working within the practice and the locality to share good practice and make best use of skills and knowledge Help support locality/PCN initiatives at practice level Job description Job responsibilities Experience not necessary but would be advantageous, Full training will be given. To answer phones to incoming calls in a timely, polite, and patient focused manner To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS. On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality. Identify callers requiring an immediate emergency response and escalate the calls to clinical team as per protocol. To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator Deal with patients enquiries in relation to results, and book appointments when required Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act Advise the Team Leader of any problems and take appropriate action as directed Contribute to the continuous improvement of service provision communicating service user feedback to the Team Leaders where appropriate To ensure that at the end of shift working areas are left clean and tidy To perform any other relevant duties that may be dictated by the changing needs of the service To provide ad hoc Receptionist cover Participate in practice meetings, in training and other activities Processing requests for appointments, visits and telephone consultations, and ensuring patients are directed to the appropriate healthcare professional Processing and distributing incoming (and outgoing) mail. Taking mail to the post office. Taking messages and passing on information Provide and receive routine information, to inform work colleagues, patients and clients Receive sensitive information and ensure this information is relayed correctly Exchange information with patients, relatives and staff on a variety of departmental matters and procedures Understand that barriers to communication may include anxious patients, cultural differences, language or other communication difficulties Participate in team meetings and staff training, which may fall outside of normal working hours (Time will be paid for attendance at normal hourly rate) Work collaboratively with colleagues both internal and external to the practice. Ensure collaborative working within the practice and the locality to share good practice and make best use of skills and knowledge Help support locality/PCN initiatives at practice level Person Specification Experience Essential Experienced and competent in the use of Microsoft Office systems. Being able to work on own initiative and individually as well as part of a team. Experience using computer systems and dealing with people in a customer service role Desirable Experience in a GP practice or other healthcare setting Previous reception or call handling experience. Qualifications Essential Grade 3/4 GCSE English or equivalent Desirable NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role Person Specification Experience Essential Experienced and competent in the use of Microsoft Office systems. Being able to work on own initiative and individually as well as part of a team. Experience using computer systems and dealing with people in a customer service role Desirable Experience in a GP practice or other healthcare setting Previous reception or call handling experience. Qualifications Essential Grade 3/4 GCSE English or equivalent Desirable NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role 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. Employer details Employer name The Lakes Medical Practice Address The Health Centre Bridge Lane Penrith Cumbria CA11 8HW Employer's website https://www.thelakesmedicalpractice.co.uk/ (Opens in a new tab)