About this role
Job summary
We are looking to recruit an exceptional Medical Receptionist to complement our existing team.
The hours are part-time (25 hrs) across 5 days:
Mondays: 8am - 4pm
Tuesdays: 4pm - 8pm
Wednesdays: Day Off
Thursdays: 8am - 12 noon
Fridays: 8am - 4pm
Alternate Saturdays: 8am - 12 noon
This role would suit someone who is looking for an opportunity to develop their existing customer service skills in a fast-paced progressive environment.
The ideal candidate will have excellent verbal and written communication skills. They will be empathetic, compassionate, patient focused and driven to provide exacting standards of care. We require someone who is resilient, adaptable to change, positive, enthusiastic, and an effective team player. Experience in EMIS Web and Docman is desirable but not essential.
Main duties of the job
The purpose of this role is to deliver a high level of customer care to patients. The receptionists are front-line and should promote a professional and friendly image to patients and visitors at all times. They also provide an essential support function to the clinical and management teams.
About us
Elm House Surgery is a large GP practice lead by four Clinician Partners and a Managing Partner. We are based in the Beckenham Beacon and look after 33,000 patients.We offer competitive rates of pay, a large, friendly team, modern, purpose-built premises, an NHS Pension, and a free annual flu jab.
Job description Job responsibilities
Duties and responsibilities
The purpose of this role is to deliver a high level of customer care to patients. The receptionists are front-line and should promote a professional and friendly image to patients and visitors at all times. They also provide an essential support function to the clinical and management teams.
Dealing with enquiries from patients, internal personnel and external organisations in a professional and efficient manner.
Receiving and directing patients and visitors on arrival at the practice with courtesy.
Dealing with Anima requests in a friendly professional manner, ensuring confidentiality according to the practice procedure.
Handling all telephone enquiries and requests within the practice telephone protocol.
Operating the clinical system to book, cancel and amend appointments.
Operating the clinical system to input and retrieve data as required.
Responsible for receiving and recording messages efficiently and accurately according to practice procedure, ensuring that messages are conveyed to the clinical team in a timely manner.
Liaising with the doctors regarding requests for home visits. Booking home visits as per practice protocol.
Arranging interpreting services as and when required.
Ensuring that all patient registration procedures are carried out accurately and that patients complete the necessary documentation.
Ensuring that patient records are up to date and that information recorded is accurate and relevant.
Dealing with patient tasks and requests on Anima and Emis tasks according to practice procedure.
Managing outgoing mail as appropriate.
Photocopying information when necessary.
Responsible for handover at change of shift those outstanding queries and messages.
Assisting with the resolution of patient complaints informally wherever possible. Escalating complaints to the Reception Managers or Complaints Manager as appropriate. Ensuring that the practice complaints leaflet is available to patients upon request.
Ensuring the reception and waiting areas are kept clean, safe and tidy at all times.
Responsibility for opening up and closing down the building as per practice procedure.
Ensure till takings are accurately documented according to practice procedure.
Attending any necessary training/ courses. Understanding and participating in annual appraisal and review.
To be aware of the practice Health and Safety policies and ensure that correct and safe procedures are followed.
To observe the rule of patient confidentiality and be aware of the Data Protection Act.
The Practice may close this recruitment process earlier than advertised.
Person Specification
Experience Essential
Experience of working in a customer care environment Excellent communication and interpersonal skills Competence in the use of MS Office and Outlook Ability to use own initiative, discretion, and sensitivity Ability to work effectively as a team member and autonomously Good organisational skills Punctual and committed to supporting the team effort High levels of integrity and loyalty Clear, polite telephone manner Flexible, co-operative and adaptable DBS check will be required
Desirable
Experience of working in a healthcare setting Experience in EMIS Web and Docman
Qualifications Essential
A good standard of education with an expectation of having GCSE Maths and English at Grade C or above or equivalent
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 Elm House Surgery
Address Elm House Surgery
379 Croydon Road
Beckenham
BR3 3FD
United Kingdom
Employer's website https://elmhousesurgery.com/ (Opens in a new tab)