About this role
Job summary
We are looking for a friendly, organised and confident Receptionist to join our busy GP practice team.
This is a face-to-face role based at Willerby and Swanland Surgery, Willand Primary Care Centre, Anlaby. The post is for 20 hours per week and will include working until 6:30pm on a Friday. Please only apply if you are able to work from this location and can commit to the advertised hours.
This is an important role within the practice, often being the first point of contact for patients. We operate a total triage model, so the role involves supporting patients to access care in the most appropriate way, whether this is online, by telephone or face to face at reception.
The successful applicant will need to be calm under pressure, able to multitask and have a positive, helpful approach. Previous GP practice experience would be helpful, but full training will be provided.
We currently use EMIS Web and will shortly be moving to SystmOne, so good IT skills and a willingness to learn new systems are important.
Main duties of the job
The role will include dealing with patient enquiries by telephone, online and face to face, supporting patients through the practices total triage process and helping to ensure requests are directed appropriately.
Duties will include booking and amending appointments, processing online requests and patient messages, signposting patients to the correct service or clinician, updating patient records, supporting clinicians with administrative tasks and helping with the smooth running of reception.
The successful applicant will work as part of the wider reception and administration team and will need to maintain confidentiality, accuracy and professionalism at all times.
About us
Willerby and Swanland Surgery is a friendly and supportive GP practice based at Willand Primary Care Centre in Anlaby.
We have a busy but welcoming team made up of GPs, nurses, healthcare professionals, reception and administration staff who work together to provide care to our patient population.
We are a forward-thinking practice operating a total triage model and are currently preparing to move from EMIS Web to SystmOne. We are looking for someone who will fit well into the team, support our patients and be willing to learn and develop within general practice.
Full training and support will be provided.
Job description Job responsibilities
The duties of the role may include:
Acting as a first point of contact for patients and visitors to the practice
Answering incoming telephone calls and dealing with patient queries appropriately
Greeting patients at the reception desk
Supporting patients to access care through the practices total triage model
Helping patients use online consultation and triage systems where needed
Booking, cancelling and amending appointments where appropriate
Processing patient messages and online requests
Signposting patients to the most appropriate clinician, service or member of the practice team
Updating and maintaining accurate patient records
Processing forms, correspondence and general administration tasks
Supporting clinicians and the wider practice team with day-to-day administrative work
Dealing with patient enquiries in a calm, helpful and professional manner
Handling sensitive information appropriately and maintaining confidentiality at all times
Using the practice clinical system, currently EMIS Web, with a planned move to SystmOne
Following practice policies and procedures
Working flexibly as part of the wider reception and administration team
Supporting the smooth running of reception and patient services
CommunicationThe post holder will be expected to communicate effectively with patients, carers, colleagues, clinicians and external organisations.
This may include dealing with patients who are upset, worried, frustrated or unwell. The post holder will need to remain calm, polite and professional while ensuring queries are dealt with appropriately.
Confidentiality and data protectionThe post holder will have access to confidential patient information and must maintain confidentiality at all times.
All work must be carried out in line with practice policies, NHS requirements, data protection legislation and information governance standards.
Team workingThe post holder will work closely with the reception, administration and clinical teams to support the day-to-day running of the practice.
The role requires flexibility, reliability and a willingness to help colleagues when needed.
Training and developmentFull training and induction will be provided.
The post holder will be expected to complete mandatory training and take part in any further training required for the role, including training linked to the practices move from EMIS Web to SystmOne.
Health and safetyThe post holder will be expected to follow practice health and safety policies and report any concerns appropriately.
Equality and diversityThe post holder will be expected to treat patients, colleagues and visitors with dignity, respect and fairness at all times.
This job description
This job description is intended as a guide to the main duties of the role. It is not exhaustive and may be reviewed from time to time to meet the needs of the practice.
Person Specification
Qualifications Essential
Good standard of general education Good written and verbal communication skills Good IT skills
Desirable
GCSE English and Maths, or equivalent Customer service or administration qualification
Experience Essential
Experience of working with the public or in a customer-facing role Experience of using computers and handling information accurately Ability to work in a busy environment
Desirable
Previous experience working in a GP practice or healthcare setting Experience using EMIS Web or SystmOne. Experience working with online consultation or triage systems Reception or administration experience
Skills and abilities Essential
Friendly, approachable and professional manner Excellent communication skills Ability to remain calm under pressure Good organisational skills Ability to multitask and prioritise work Good attention to detail Able to work as part of a team Able to follow policies and procedures Reliable and flexible approach to work
Desirable
Understanding of care navigation or signposting Understanding of general practice systems and processes
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 Willerby & Swanland Surgery
Address Willand Primary Care Centre
Lowfield Road
Anlaby
East Yorkshire
HU10 7JR
United Kingdom
Employer's website https://www.willerbysurgery.nhs.uk/ (Opens in a new tab)