About this role
Job summary
An opportunity has arisen within our reception team for a team player with a can do attitude who thrives working in a busy, demanding and ever-changing customer service environment. The majority of the work will be telephone based which requires a skill set to efficiently deal with high call volumes whilst maintaining a pleasant and caring manner.
In addition you will provide general assistance to the practice team and project a positive and friendly image to patients and other visitors arriving at the practice. The work pattern is part time Monday to Friday and some Saturdays. Flexibility to cover additional shifts due to annual leave, training and sickness is an essential requirement of this role. Previous call centre experience is desirable.
Main duties of the job
For a full job description please e-mail your request. Blow is an outline of the Key Areas of Responsibility:
Ensure a professional and efficient reception service is provided to patients and other visitors Deal with general enquiries and explain practice procedures where required Make new and follow-up appointments Communicate test results in an accurate manner Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed Enter patient information on to the practice clinical system as required Process prescriptions and deal with enquiries Receive payment for non-NHS services provided Open and distribute practice mail Keep waiting area tidy and ensure information is up to date General administrative duties Undertake a share of communal duties and any other additional duties appropriate to the post as requested by the Office Manager, Practice Manager or Partners
About us
Fairfield Park Health Centre is a busy, friendly GP practice in Bath, caring for around 14,500 patients with a team of 50 great people across clinical and non-clinical roles. The practice is currently working through a period of positive organisational development, including a pay structure review, CQC inspection readiness, and a renewed focus on staff wellbeing following a practice-wide listening exercise
We are dedicated to providing the highest standard of care to our patients and regularly receive positive feedback
The practice is managed by four GP partners (two male and two female) and a Practice Business Manager and Operations Manager. The practice is supported by 6 additional salaried GPs, a clinical team of some 40 Healthcare professional including nurses, HCAs, plus management, administrative and reception teams.
There is a strong team ethos within the practice and it is very important to the partners that this is maintained and developed. The practice is a very comfortable place to work, well maintained with a good team of friendly staff. There is a relaxed atmosphere at the surgery and the environment is very pleasant to work in.
Job description Job responsibilities
Key Responsibilities
Patient Access and Customer Service Act as the first point of contact for patients, relatives, carers, and healthcare professionals.
Handle telephone, face-to-face and electronic enquiries professionally and efficiently.
Book, amend and cancel appointments in accordance with practice procedures.
Support patients to access the most appropriate service through effective signposting.
Manage walk-in enquiries and maintain an organised waiting environment.
Patient Administration
Complete new patient and temporary resident registrations.
Maintain accurate patient records and demographic information.
Process requests for medical summaries, letters, results, sick notes and vaccination-related services.
Manage eConsultations and other digital requests in accordance with practice processes.
Complete administrative workflows allocated by clinicians and colleagues.
Prescriptions and Clinical Support
Process prescription requests accurately and efficiently.
Respond to prescription enquiries and liaise with pharmacies and clinicians.
Support clinicians with administrative tasks linked to patient care.
Act as a chaperone when trained and required.
Communication and Correspondence
Manage generic email accounts and incoming practice correspondence.
Process ambulance reports, letters and electronic communications.
Print and distribute documentation as required.
Ensure all reception tasks are actioned within agreed timescales.
Operational Responsibilities
Open and close reception and practice areas in accordance with procedures.
Process payments received in person and by telephone.
Manage incoming deliveries, post and internal correspondence.
Maintain stock levels of forms, leaflets and administrative supplies.
Monitor designated storage and sample areas where applicable.
Maintain a clean, professional and welcoming environment.
Clinics and Service Support
Support seasonal vaccination programmes including Flu and COVID clinics.
Provide support for Saturday and extended access clinics where required.
Assist with patient recalls, invitations and clinic administration.
Team Working
Work collaboratively with colleagues to ensure continuity of service.
Respond flexibly to changing workloads and operational pressures.
Contribute positively to team objectives and service improvements.
Core Competencies
Excellent communication, customer service, attention to detail, organisation, digital literacy, professionalism, confidentiality and problem-solving skills.
Values and Behaviours
Patient focused, respectful, inclusive, accountable, reliable, professional and committed to continuous improvement.
Confidentiality and Information Governance
Maintain confidentiality at all times and comply with data protection legislation, information governance standards and practice policies.
Health, Safety and Safeguarding
Support a safe environment for patients, visitors and colleagues and comply with safeguarding, infection prevention and health and safety procedures.
Training and Development
Participate in mandatory training, appraisal and ongoing professional development activities.
Flexibility Clause
This job description is not exhaustive and may be amended to reflect changing service needs. The post holder may be required to undertake other duties consistent with the role.
Person Specification
Qualifications Essential
Minimum GCSE grade A to C in English and Maths
Desirable
Previous Medical administration/call handling experience preferred
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 Fairfield Park Health Centre
Address Tyning Lane
Camden Road
Bath
BA1 6EA
United Kingdom
Employer's website https://www.fairfieldparkhc.co.uk/ (Opens in a new tab)