About this role
Job summary
We are looking for receptionists to join our team within Aspen Medical Practice, a busy GP Surgery in Gloucester.
We are looking for individuals with strong communication skills and the ability to communicate with our patients and other colleagues in a professional manner. You will be working in a busy and sometimes stressful environment, and you will become an important member of a friendly and supportive team.
This position provides structured internal progression opportunities, enabling staff to develop further. Progression opportunities can be discussed at interview, and this starts after successful completion of a 3-month probationary period.
Main duties of the job
A recruitment pack, including key information, job description and person specification can be found on our website.
Part-time to full time hours available to be discussed at interview. Essential - minimum of 3 shifts per week (open to more). Due to our staffing requirements at least one shift would be on a Friday afternoon. Please note that shifts are usually a mixture of 8:00-13:30, 13:30-18:30 and 8:00-18:30 with a 30-minute unpaid break.
We offer the opportunity of a shadow session following interview to give you an insight into the role (confidentiality statement must be signed at this point).
If you would like to speak to a Deputy Reception Manager about the role or the opportunities available, please email [email protected]
About us
Aspen Medical Practice was formed from the merger of four practices in 2018 and is now a single large practice looking after about 32000 patients. We have 140 employees who all work together as one multi-disciplinary team trying to provide the best service we can for our patients and their families.
Whilst patient care is key, we also value the wellbeing of our employees and offer free parking, access to the NHS pension scheme, enhanced sickness allowances, monthly protected learning time events, length of service recognition and much more. We listen to our staff via suggestion boxes, surveys and our staff forum and have made several changes in recent years in response to this.
Job description Job responsibilities
The post holder will:
Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice. Acknowledge a patients arrival at the desk as soon as possible, encouraging them to use the check-in screens if appropriate. If the number of patients becomes unmanageable, advise the patients in the queue you will be with them as soon as possible and call for assistance.
Deal with all general enquiries, explain procedures and make new and follow-up appointments. This requires a helpful attitude even when experiencing negative, unresponsive and sometime verbally abusive behaviour from patients. Remaining calm, referring to your line manager if you are unable to help or feel threatened in any way.
Attend and undertaking of Care Navigation training sessions.
Utilising Care Navigation and Signposting training, use your communication skills to ensure that patients are allocated to the most appropriate appointment or colleague.
Communicate test results using taught skills and ensuring accuracy.
Ensure sample forms are ready for clinics blood forms etc if not already raised by GPs/PNs and accept the receipt of samples from patients.
When requested, check patient clinical records to ensure relevant information is present, including clinical and sample results and add, when appropriate, missing information in accordance with extant procedures.
Take clear and precise messages both over the telephone and in person including details of caller and contact number. Ensure the message is passed promptly to the intended recipient or in their absence an appropriate member of staff.
Understand the Practice in House Complaints procedure and be able to advise patients of this; if a patient wishes to make a complaint, ask for their details so that a Deputy Reception Manager can call them back. If the patient is at the front desk, alert Deputy Reception Managers and they will come and to speak with the patient.
To be aware of the whereabouts of the duty/Navigation doctor.
The daily action of tasks, actioning as appropriate.
Maintain an up-to-date knowledge of and compliance with all Reception working procedures
Person Specification
Qualifications Desirable
Maths GCSE or equivalent English GCSE or equivalent
Experience Essential
Reliability Positive attitude Attention to detail Able to work a Friday PM shift- 13.30-18.30 Minimum of 3 shifts per week
Desirable
Customer Service experience Experience in a health care sector Reception experience Basic IT skills
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 Aspen Medical Practice
Address Horton Road
Gloucester
GL1 3PX
United Kingdom
Employer's website https://www.aspenmedicalpractice.nhs.uk/ (Opens in a new tab)