About this role
Job summary
Receptionist role in a large busy GP surgery in Oxted Surrey.
Good communication skills, the ability to multi task and work under pressure are essential. The successful applicant needs to show empathy, have a calm and caring nature and be able to work in a fast paced reception team.
The job involves face to face patient contact alongside telephone and digital platforms in managing access to the surgery.
Experience with customer service is welcomed.
hours available as follows:
Monday-Day Off
Tuesday-12.00-6.30pm
Wednesday-8.00am-6.30pm
Thursday-8.00am-5.00pm
Friday-08.00am-6.30pm
Main duties of the job
Main duties related to this role are:
Opening up/locking-up of Practice premises both external and internal and maintaining security in accordance with Practice protocols.
Telephone answering, managing online queries as the practice have an online triage system, walk in queries from patients.
Managing and booking appropriate appointments for all the clinical teams.
Supporting other administrative teams in managing patient care.
Adhere to all practice policies/protocols and support patient care alongside confidentiality.
About us
large GP surgery based in Oxted, Surrey
17,000 patients
Emis clinical system
High QOF performance
The practice clinical team comprises of Allied Healthcare personnel including pharmacists, First Contact Physio, Advanced Nurse Practitioners
Job description Job responsibilities
Offer general assistance to the Patients and Practice team and project a positive and friendly image to patients and other visitors, either in person, via the telephone or via online services/communications.
Receive, assist, direct and navigate patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way with excellent customer service demonstrated.
Interaction with patients in actively sign posting health and social care services in the locality and beyond and facilitating discussions one:one with patients away from the front desk.
Embrace the use of new technology to facilitate signposting and navigating using IT systems and equipment.
Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of clerical support to all clinical staff and other members of the Practice administrative teams.
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the Practice Navigator Assistants team may include any or all of the items in the following list.
Duties may be varied from time to time under the direction of the Patient Services Manager, Operations Manager, Practice Manager & GP Partners, dependent on current and evolving Practice workload and staffing levels and as defined in the Employee Handbook which forms part of the employment contract:
Opening up/locking-up of Practice premises both external and internal and maintaining security in accordance with Practice protocols.
Maintaining and monitoring the Practice appointments system for all clinical teams to include external service providers.
Processing face to face, telephone and online requests for appointments, home visits and telephone consultations and ensuring patients are directed to the appropriate healthcare provision in a professional and courteous manner.
Ensure that appropriate appointments are made in line with Practice Protocols with all healthcare professionals and guidelines adhered to with regards to appointment timeframes and allocations.
Process requests for home visits ensuring careful recording of all relevant details and where necessary refer to the daily Visiting Doctor before midday and Duty Doctor after this time.
Processing and distributing incoming and outgoing mail as appropriate.
Taking messages and passing on information in a clear and concise manner and recorded in the appropriate manner ensuring data protection and confidentiality is adhered to at all times.
Maintain records relating to:
Cervical cytology
Family planning & relevant clinics associated to this service such as LARC clinics
Immunisations and vaccinations to include babies, children and all other relevant cohort of patients
Health promotion
Chronic disease management
Assist in Operation of recall systems as directed by the Practice Management team.
Collect and dispatch samples for analysis with relevant paperwork.
Assist with completion of test forms both manually and on the computer.
Maintain a familiarity with target-based requirements for patient health recoding and initiate action to date. This work will involve using information collated from QOF (Quality Outcomes Framework) and will involve communicating with patients and inviting them in for relevant health checks and appointments for chronic disease reviews. All works related with QOF such as recalls systems, creation of patient lists for contacting and annual reviews.
Assistance with out patient queries, midwives, health visitors, external consultants & clinics.
Filing and retrieving paperwork as required or reallocation to appropriate team.
Signposting repeat prescriptions requests in accordance with Practice guidelines to the appropriate team.
Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.
Clearing and re-stock consulting rooms as required with general day to day consumables such as FP10s, paper etc. Please note this is not an exhaustive list and will be subject to change.
Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
Keeping the patient facing area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter clear desk policy.
Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
Ensure that all payments taken over the counter are correctly processed and recorded.
Ensure petty cash monies are correctly processed and recorded for reconcillation.by the finance team.
Post is managed on a daily basis and ensure that this is regularly distributed. Regular feedback to appropriate team for provisions of postage stamps stock which is securely stored in an agreed locked location.
Provide additional shift cover where possible during holiday periods and for staff sickness.
Any other reasonable request from the management team and at the discretion of the Practice by mutual consent.
Premises
Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients byway of switching on computers, patient check in machines, retrieval of prescriptions for distributing to the Prescription Clerks
When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated. NB if fellow work colleagues or cleaners remain in practice to continue working then this is their responsibility to secure the building
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
No practice/patient data in any format may be removed from the premises without the express consent of a partner or the Practice Manager.
Person Specification
Qualifications Essential
GCSE or equivalant in England and Maths
Desirable
Digitially competant including ability to use all Microsoft office packages, manage emails and on line digitial platforms. Training for Emis clinical system will be given
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 Oxted Health Centre
Address 10 Gresham Road
Oxted
Surrey
RH8 0BQ
Employer's website https://www.oxtedhealthcentre.co.uk/ (Opens in a new tab)