About this role
Job summary
We are looking to appoint a Receptionist/Administrator to join our busy GP Practice, who will be the first point of contact for arranging patient clinic, liasing with clinical and admin staff together with patients, as well as carrying out general office management tasks. You will have a good telephone manner and experience of booking appointments proving strong organisational skills. You will have excellent communication skills, compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working in our clinical and administration teams.
Main duties of the job
Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those in the wider community. The role is for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality. This role is not intended to be exhaustive.
About us
Colne Road Surgery is a busy, well-established GP practice caring for more than 8,000 patients. We have an experienced and dedicated team of clinical and administrative staff who work closely together to provide high-quality patient care. Although the practice is fast-paced, we maintain a friendly and supportive atmosphere where colleagues help one another and every role is valued.
We are looking for people who are reliable, hardworking and take pride in contributing to a safe, clean and welcoming environment. In return, you will join a supportive team, receive a clear induction and ongoing guidance, and play an important part in the day-to-day running of the practice and the care we provide to our local community.
Job description Job responsibilities
Welcome patients and visitors in a friendly and professional manner.Answer telephone calls promptly and deal with enquiries appropriately.Book, amend and cancel appointments using the clinical system.Signpost patients to the most appropriate service using approved practice procedures.Escalate urgent or clinical concerns to an appropriate clinician or senior member of staff.Support patients to use the NHS App and other online services.Explain how patients can book and cancel appointments or order repeat prescriptions online.Register new patients and check that the correct information has been provided.Update patient contact details and other information accurately.Process emails, letters, forms, tasks and other administrative work.Scan, file and code documents onto patient records when trained to do so.Contact patients by telephone, text message, email or letter when required.Maintain a tidy, safe and welcoming reception and waiting area.Work closely with clinical and administrative colleagues.Attend meetings and complete all required training.Follow all Colne Road Surgery and SSP Health policies and procedures.Undertake other reasonable administrative duties required to support the practice.
Person Specification
Qualifications Essential
Good standard of general education, including English and Maths, or equivalent. Confident using computers, email and standard office software.
Desirable
Customer-service, administration or IT qualification. Training in confidentiality, information governance or customer care.
Experience Essential
Experience of working with members of the public in a busy customer-facing, reception or administrative role. Experience of answering telephone calls and dealing with enquiries professionally. Experience of accurate data entry and using computer systems. Experience of handling confidential or sensitive information appropriately.
Desirable
Previous experience within a GP practice, NHS or healthcare setting. Experience using EMIS Web or another clinical system. Experience of booking appointments and processing patient requests. Experience of supporting people to use online or digital services.
Skills and Knowledge Essential
Excellent verbal and written communication skills. Friendly, polite and professional manner. Clear understanding of patient confidentiality. Ability to confirm identity before sharing confidential information. Good organisational skills and attention to detail. Ability to manage several tasks within a busy environment. Ability to remain calm when dealing with difficult or sensitive situations. Ability to follow procedures and escalate concerns appropriately. Reliable, punctual and trustworthy. Ability to work independently and as part of a team. Flexible approach to duties and willingness to provide cover when required. Commitment to treating all patients with dignity, respect and fairness.
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 SSP Health
Address colne road surgery
36 Colne Road
Burnley
Lancashire
BB10 1LG
United Kingdom
Employer's website https://www.ssphealth.com/ (Opens in a new tab)