About this role
Job summary
We are looking to appoint a hardworking, enthusiastic and motivated individual to work around 26.5 hours per week, working over 3 or 4 days. You must look smart, professional and will have the opportunity to work with a dedicated team providing high quality service. The role is predominantly about managing the demands of our patients which can be challenging but rewarding and will call upon all your personal skills.
Main duties of the job
Good communication and IT skills are essential together with the ability to be able to work under pressure, whilst providing high standards of reception and administrative support.
The applicant must have experience of working within a customer service role and with the general public, ideally within a medical setting, however comprehensive training will be provided within a supportive environment.
We welcome candidates that are enthusiastic, have a positive attitude and who have the drive and skills to ensure we provide a caring and professional service to our patients.
You must be someone who can work both independently as well as part of a team. You will be required to be flexible in order to cover absences as well as early and late reception shifts.
About us
The Castle Medical Group is an Outstanding (CQC inspection January 2016) GP Training Practice based at Clitheroe Health Centre serving a practice population of approximately 15,750 patients.
We are a large friendly team consisting of six GP Partners, five salaried GPs, five ANPs, a large nursing team, along with our admin and reception team.
Job description Job responsibilities
MAJOR DUTIES AND RESPONSIBILITIES OF THE POST:
To ensure reception is operational between 8.00 am - 6.30 pm Monday-Friday. Utilise the computer system to ensure efficiency of the appointment system and monitor flow of patients into consulting and treatment rooms To receive patients at the reception desk and deal with their requests sensitively and with respect and diplomacy To act on patient requests with respect, sympathy and confidentiality To act in accordance with confidentiality and data protection protocols To make appointments and arrange follow-up appointments over the telephone, face-to-face and from the practice website To deal with angry or upset patients and be able to cope with any unpredictable situations that may arise To liaise with the Treatment Room regarding appointments for minor surgery and to understand the requirements of non-standard appointments Ensure that patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner Advise patients of relevant charges for private services, accept payment and issue receipts for same, and enter all transactions in petty cash book Respond to all queries and requests for assistance from patients and other visitors Monitor the Practice email system and deal with patient tasks To ensure that requests for acute prescriptions are actioned where possible within one working day Ensure reception and waiting areas are kept neat and tidy Check computerised patient notes/practice notes/e-mail regularly on computer and action as appropriate To ensure all the correct investigation forms are prepared for each surgery/clinic such as blood forms, smear forms etc To print off from the computer or supply any patient leaflets for medical conditions To ensure all confidential material is kept out of public view and is safely locked away each evening To report any computer failure and produce paper documentation as needed. The distribution and collection of patient surveys To be able to operate the photocopier and scanner To ensure that protocols and procedures are written for all reception tasks To be responsible for emergencies between 5.30 pm and 6.30 pm when on late duty
Person Specification
Qualifications Essential
5 GCSE C or above including Maths and English
Desirable
AMSPAR Diploma (Reception/Secretarial) Basic or Intermediate Medical Terminology Course NVQ 2/3 Customer Service
Experience Essential
Ability to book appointments, organise surgeries, file records, prepare consulting rooms etc. IT skills (ability to use the clinical system) Communication skills-verbal (face to face and telephone) and written. Sound interpersonal skills-tact and diplomacy Handling conflict and difficult situations. Ability to work on own initiative and as part of a team Aptitude to learn and develop new skills Ability to use own judgement, resourcefulness and common sense IT skills (ability to use word processing and other business software) Experience of Microsoft Office
Desirable
Experience of working in primary care Experience of working in a GP practice
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 Castle Medical Group
Address The Health Centre
Railway View Road
Clitheroe
Lancashire
BB7 2JG
United Kingdom
Employer's website https://www.castlemedical.nhs.uk (Opens in a new tab)