About this role
Job summary
Reception duties
1. Ensure that patients without appointments but who need urgent consultation are seen in a logical and non disruptive manner.
2. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed.
3. Advise patients of relevant charges for private services, accept payment and issue receipts for the same.
4. Respond to all queries and requests for assistance from patients, doctors and other visitors.
5. Enter requests on the computer for home visits including all relevant information and ensure the doctor is informed, print the necessary paperwork to accompany home visit requests
6. Ensure reception and waiting areas are kept neat and tidy, tidy and sort magazines, toys and leaflets, discarding old or damaged items as necessary
7. Open and distribute mail
8. Post mail when required
9. Watch for and report to the manager on behalf of the partners any matters affecting safety or security, ensuring all clinic rooms are locked when not in use
10. Ensure samples are placed in the courier box within adequate time for collection
11. Ensure all patient tasks are processed in a timely manner.
12. Assist with photocopying when required
13. Liaise with other medical professionals, including district nurses, midwifes and counsellors etc as required
14. Provide adequate support to assist locum staff
15. To wear smart and appropriate clothing and footwear complying with the practice uniform policy
Main duties of the job
To provide a point of contact (face to face or telephone) for the patients and act as a focal point of communication between patients, doctors and other medical staff.
Operation of telephone system:
1. Receive and make calls as required. Divert calls and take messages as appropriate.
2. Ensure that system is operational at the beginning of each day and that any other telephone operations which you are responsible for are undertaken.
3. Ensure telephone lines are switched over to night service at the end of the day.
6.4 Start and end of day procedures:
1. Open up premises at the start of the day and make all necessary preparation to receive patients.
2. Secure premises at end of day, tidy waiting areas, kitchen etc
6.5 Preparation of consulting rooms, monitoring of waiting rooms:
1. Ensure rooms are neat and tidy at start and end of consulting sessions.
2. Monitor waiting rooms to ensure that they are kept in a reasonably neat and tidy manner.
6.6 Housekeeping duties:
1. Participate in preparation of tea/coffee for doctors and staff.
2. Generally ensure the tidiness of the practices working areas.
About us
This exciting new role provides the opportunity to work with the General Practice and alongside a team of GPs, pharmacists, pharmacy technicians and an admin team to support the delivery of patient care with the reception team
You will be responsible for the care management of patients on the phone and at the front desk.
Job description Job responsibilities
Major duties and responsibilities of the post
6.1. Management of appointment systems
1. Ensure total familiarity with all appointment systems in effect.
2. Book appointments and recalls ensuring sufficient time is allowed and relevant information is recorded.
6.2 Reception duties
1. Ensure that patients without appointments but who need urgent consultation are seen in a logical and non disruptive manner.
2. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed.
3. Advise patients of relevant charges for private services, accept payment and issue receipts for the same.
4. Respond to all queries and requests for assistance from patients, doctors and other visitors.
5. Enter requests on the computer for home visits including all relevant information and ensure the doctor is informed, print the necessary paperwork to accompany home visit requests
6. Ensure reception and waiting areas are kept neat and tidy, tidy and sort magazines, toys and leaflets, discarding old or damaged items as necessary
7. Open and distribute mail
8. Post mail when required
9. Watch for and report to the manager on behalf of the partners any matters affecting safety or security, ensuring all clinic rooms are locked when not in use
10. Ensure samples are placed in the courier box within adequate time for collection
11. Ensure all patient tasks are processed in a timely manner.
12. Assist with photocopying when required
13. Liaise with other medical professionals, including district nurses, midwifes and counsellors etc as required
14. Provide adequate support to assist locum staff
15. To wear smart and appropriate clothing and footwear complying with the practice uniform policy
Person Specification
Qualifications Essential
Qualifications & Education GCSEs (or equivalent) in English and Mathematics. Good standard of general education. Evidence of ongoing professional development. Previous experience working within a GP practice, NHS setting or healthcare environment. Experience using EMIS Web confidently on a daily basis. Experience of appointment booking and management. Understanding of patient confidentiality and GDPR requirements. Knowledge of NHS primary care services and patient pathways. Understanding of the importance of excellent customer service. Basic understanding of safeguarding and information governance principles. Familiarity with NHS terminology and healthcare processes. Experience handling confidential patient information. Experience dealing with members of the public both face-to-face and over the telephone. Experience undertaking administrative duties in a busy office environment. Skills & Abilities Excellent communication and interpersonal skills. Ability to remain calm and professional under pressure. Strong telephone manner. Excellent organisational and time-management skills. Ability to prioritise workload effectively. Accurate data entry and keyboard skills. Competent in Microsoft Office (Word, Outlook and Excel). Ability to work independently and as part of a team. Ability to handle sensitive and confidential information appropriately. Professional, courteous and approachable. Reliable and punctual. Flexible and adaptable. Empathetic and patient-focused. Positive attitude and willingness to learn. Ability to maintain confidentiality at all times.
Desirable
Desirable Criteria Experience Experience working in a GP surgery reception team. Experience processing prescriptions and prescription queries. Experience of document workflow management and GP clinical systems. Experience with patient registrations and medical records summarising. Experience managing referrals and NHS correspondence. Experience using the NHS App and online consultation systems. Knowledge Knowledge of QOF and enhanced services. Understanding of Care Navigation and signposting. Knowledge of NHS digital services and online patient access. Skills Ability to support new staff with training and induction. Experience conducting recalls and healthcare campaigns. Understanding of appointment optimisation and demand management. Core Competencies The successful candidate will demonstrate: Exceptional customer service skills. Strong attention to detail and accuracy. Ability to work effectively in a fast-paced environment. Effective conflict resolution and problem-solving skills. Commitment to equality, diversity and inclusion. Commitment to providing safe, high-quality patient care. Strong teamwork and collaboration skills. Specific EMIS Web Competencies The successful candidate should be able to: Book, amend and cancel appointments using EMIS Web. Register new patients and update patient demographics. Process clinical correspondence and workflow tasks. Manage patient recalls and searches. Record and update patient information accurately. Send messages and tasks within EMIS Web. Support clinicians with administrative functions within the clinical system. Maintain accurate electronic patient records in line with practice policies. Assessment Method Applicants will be assessed through: Application form/CV review. Interview questions. Practical EMIS Web competency assessment (where applicable). References.
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 The Station Practice
Address Station Plaza Health Centre
Station Approach
Hastings
East Sussex
TN34 1BA
United Kingdom
Employer's website https://www.thestationpractice.co.uk/ (Opens in a new tab)