About this role
Job summary
The post holder is responsible for providing a high quality, professional reception and administrative service to patients, doctors, nurses, staff, colleagues, health service professionals and others. The Medical Receptionist is the first point of contact for patients and the general public so it is essential that they present a professional and caring image of the practice and maintain strict confidentiality at all times. Responsible for ensuring enquiries from patients are efficiently and courteously handled to a mutual satisfaction.
Main duties of the job
To make appointments and book patients in when they arrive for an appointment in accordance with the practice appointment system and to provide a helpful and friendly service to patients.
To comply with the protocols in place at the practice for the workflow of correspondence.
To handle telephone calls into the service from patients, relatives and health care professionals confidently and appropriately, regularly providing and receiving complex and sensitive information processing requests and recognising when it is appropriate to escalate to clinicians and other colleagues.
Taking accurate messages and ensuring these are passed on to the relevant person in a timely manner
About us
Cromer Group Practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted.
Job description Job responsibilities
To make appointments and book patients in when they arrive for an appointment in accordance with the practice appointment system and to provide a helpful and friendly service to patients.
To comply with the protocols in place at the practice for the workflow of correspondence.
To handle telephone calls into the service from patients, relatives and health care professionals confidently and appropriately, regularly providing and receiving complex and sensitive information processing requests and recognising when it is appropriate to escalate to clinicians and other colleagues.
To recognise the diverse needs and individuality of patients and to demonstrate the ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone.
Taking accurate messages and ensuring these are passed on to the relevant person in a timely manner
Explain practice arrangements and formal requirements to new patients and to comply with the practice procedure for the registration of new patients, temporary patients and those seen as emergency or immediately necessary.
Setting up patients for online patient access and resolving any patient enquiries.
Taking appropriate action in relation to Subject Access Requests and understanding what information can be provided and the timescales as per practice policy.
To signpost patients appropriately and effectively to external services.
Enter requests for home visits onto Computer including all relevant information.
Action requests for ambulance and other patient transportation and enter details including reference numbers onto patients clinical record
Report to the appropriate Manager any matter affecting patient confidentiality, safety or security
To provide supervision and support to new starters, temporary staff and apprentices where required
To be committed to working within a changing environment, responding positively to new demands and changes.
To be an active team member recognising potential problems and escalating these and any constructive ideas for improvement on to the appropriate person.
Ensure the reception area is clean, tidy and presentable at all times.
Responsible for end of day check, lock and secure premises at night as and when directed, checking that the telephone system has transferred correctly to the Out of Hours service, providing emergency dispensing.
Person Specification
Skills, abilities and knowledge Essential
Confident and skilled in dealing with anxious or distressed people Team Player Effective and empathetic communication skills Good organisation skills Excellent Telephone Skills Ability to work quickly and accurately under pressure Personable, friendly and patient disposition Meticulous and methodical with good attention to detail Flexible, reliable and adaptable, able to multitask High standards of personal integrity and ability to maintain confidentiality Ability to work with direct supervision and determine own
Desirable
Experience of working in an admin role preferably in a GP surgery or other health care provider Medical terminology
Qualifications Essential
Good standard of general education
Desirable
Level 2 NVQ in Customer Service RSA level 2 Recognised Medical terminology qualification
Experience Essential
Working in a customer services environment / with general public
Desirable
Experience of working in a GP surgery or other health care provider
Employer details Employer name Cromer Group Practice
Address The Surgery
Mill Road
Cromer
Norfolk
NR27 0BG
United Kingdom
Employer's website http://www.cromergrouppractice.nhs.uk/ (Opens in a new tab)