About this role
Job summary
An exciting opportunity has arisen for an experienced Receptionist with a passion for delivering exceptional customer service.
Tanworth in Arden Medical Practice, South Warwickshire is seeking an experienced and dedicated individual to join our friendly and supportive Practice Team making a positive impact on the service delivered to our local community. The successful candidate will ideally work 22-26 hours per week; Mondays and Wednesdays would be essential.
Main duties of the job
Key Responsibilities:
Ensure the smooth operation of our reception desk with professionalism and organisation. Answering calls, reviewing emails, inbound documents and prescription requests. Act as the primary point of contact, ensuring clear communication between patients, clinicians, and our practice team. Helping signpost patients to services. Deliver consistently high standards of customer service at all times.We value individuals who are organised, adaptable, and personable - committed to delivering excellent customer service. Key attributes we are looking for include:
Previous experience in medical/healthcare reception roles. Excellent communication skills with a clear and polite telephone manner. Ability to maintain confidentiality and discretion regarding patient information. Experience in handling sensitive situations with empathy and professionalism. Strong teamwork and independent problem-solving abilities. Proficient in IT and general administration tasks.
About us
Tanworth in Arden Medical Practice is a well-established practice with a strong collaborative ethos, guided by our core values of Respect, Teamwork, Learning and Compassion.
We provide an effective and responsive service delivery model, supporting continuity of care and triage of patient needs. Our wider team includes a variety of ARRS roles, enhancing patient care and supporting GP workload.
We have a keen focus on staff health and well-being ensuring a balanced work/life approach.
We are part of Arden Primary Care Network (PCN), offering opportunities to engage in wider system working. Our GP Partners and management team ensure effective relationships with PCN Clinical Leads and supporting staff.
Job description Job responsibilities Job responsibilities
The Role:
To ensure the smooth running of the reception desk in a professional and organised manner. To be the focal point of the surgery and to act as a liaison between patients, clinicians and other members of your practice team and to provide a high standard of customer services at all times.
Some flexibility is required to accommodate additional or alternative hours to cover colleagues during annual/sickness leave.
Duties:
1. Greet all patients on arrival ensuring all patients are checked in either manually or via the patient touch screen
2. To answer the telephone dealing with or redirecting enquiries.
3. To handle all face to face general enquiries, referring where necessary.
4. Make new and follow-up appointments including booking interpreters when needed.
5. To be responsible for the call and recall of patient lists as instructed by the Practice Manager including the recall for immunisation/smear targets and test recalls.
6. Responsible for dealing with messages from patients/clinicians or external bodies. To take appropriate action where required.
7. Generate electronic/online repeat prescription requests and allocate as instructed. Prepare repeat prescriptions following practice protocol and set out for verification and signature of doctor.
8. Record requests for home visits and ensure that they are recorded and passed onto relevant clinician.
9. Register new patients following practice policy including enabling secure online access to patients medical records and booking patients for new registration health checks.
10. Open mail and distribute as appropriate. Leave private, confidential and personal mail unopened in Practice Managers tray as directed..
11. Maintain computer databases including the patients PDS records.
12. Ensure that the External and Internal email accounts are viewed on a daily basis and the Workflow tasks are completed appropriately. Log outgoing post/mail as necessary and take responsibility of posting at the end of the day.
13. Take responsibility of the daily incoming electronic document management & the online PATCHS consultation forms
14. Offer all services to patients including, extended opening hours & Community Pharmacy Consultation Services (CPCS) and any future new initiatives.
15. Enter appropriate read codes as instructed by practice.
16. Ensure that there is enough supply of stationary/equipment in all consulting rooms.
17. Ensure that all clinic attendance appointments are confirmed prior to appointment date as per allocation of tasks.
18. Leave reception area tidy and ready for incoming colleagues. Use the EMIS Web as instructed to communicate any outstanding queries to colleagues.
19. Staff working in the evening, to make sure that the premises are fully vacated by patients . Ensuring that the premises are securely locked.
20. Undertake any other duties as instructed by management.
This job description may need to be reviewed or revised from time to time as the practice develops.
Confidentiality
The post holder will:
Maintain strict confidentiality regarding all patient, staff and practice information. Comply with GDPR, NHS confidentiality requirements and practice policies. Only disclose confidential information to authorised individuals in accordance with practice procedures.Health and Safety
The successful candidate will:
Follow all practice Health & Safety and Infection Prevention and Control policies. Maintain a safe, clean and tidy working environment. Report hazards, incidents and risks promptly. Attend mandatory training, including annual infection control training. Support safeguarding responsibilities for children and vulnerable adults.Equality, Diversity and Inclusion
The post holder will:
Treat all patients, carers and colleagues with dignity, respect and compassion. Promote equality and diversity in accordance with current legislation and practice policies. Provide a welcoming, inclusive and non-judgemental service to everyone.Personal and Professional Development
The successful candidate will:
Participate in annual appraisals and performance reviews. Undertake mandatory and role-specific training. Take responsibility for their own learning and professional development.Quality
The post holder will:
Maintain high standards of patient care and customer service. Work collaboratively with the wider practice team. Manage their workload effectively and contribute to service improvements. Report quality or safety concerns appropriately.Communication
The successful candidate will:
Communicate professionally and effectively with patients, colleagues and external organisations. Recognise and respond to patients' individual communication needs. Work as a supportive and valued member of the practice team.
Person Specification
Qualifications Essential
Experience working in a medical setting GCSE grades A to C
Desirable
Experience using Emis Clinical System
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 Tanworth in Arden Medical Practice
Address The Birches
Broad Lane
Solihull
B94 5DY
United Kingdom
Employer's website https://tiamp.co.uk/ (Opens in a new tab)