NHS North Of England Commissioning Support Unit
HOURS: Full or Part Time (Part Time 5 mornings per week)
PAY: £12.44 per hour
Main duties of the job
1. Greeting patients politely and ensuring that the appointment system is run efficiently, monitoring the flow of patients to and from consulting rooms, managing queues through telephone and face-to-face interaction.
2. Ensure patients are informed if a clinician is running late or called out.
3. Advise patients of relevant charges for non-NHS services, accept payment and issue receipt for same.
4. Maintain working knowledge of the appointment system, including times of all clinics, duration of appointments, knowledge of computer system, doctors' rotas, and procedures for booking routine and urgent appointments.
5. Book appointments accurately and appropriately.
6. Monitor daily available appointments and report any overload to Reception Manager/Supervisor as appropriate.
7. Receive and make calls as required. Divert calls and take messages as appropriate, recording information for clinicians to action (home visits, phone calls, etc.).
8. Ensure phones are accurately transferred to and from night duty service and report any faults to the Reception Manager/telephone provider.
9. Provide non-clinical patient care, dealing with requests for information, test results, requests to speak to clinical staff, ensuring confidentiality and privacy for patients.
10. Maintain working knowledge of computer/clinical system, reporting any problems to Reception Manager.
11. Adhere to practice policies regarding security and confidentiality, records management roles and responsibilities, and computer skills.
About us
Queens Road Surgery is a modern, purpose-built surgery in the grounds of Shotley Bridge Hospital, with a branch service at Moorside, Consett. It is an 11 GP, five-partner surgery with a growing list of 15,800 patients. We use a triage system so that most of the appointment slots are filled by the on-call GP, with assistance from our Nurse Practitioners who also see minor ailments. However, there are also bookable appointments for patients to use.
Lows pharmacy is on site at both premises and can provide advice, if required.
Person Specification
Experience
* Minimum of 6 months work experience in a paid or voluntary capacity.
* Experience of working directly with members of the public in a busy customer service environment.
* Knowledge of working in an administrative office environment.
* Experience of working as part of a team.
* Experience in a medical receptionist role.
* Experience of answering telephone calls in a high call-volume environment.
Qualifications
* NVQ Level 2 or equivalent in Maths and English.
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 name
NHS North Of England Commissioning Support Unit
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