Job summary
Candidates must be a team player with a passion for excellent customer service.
Phone and reception experience, good keyboard/IT skills, and the ability to demonstrate a good command of spoken and written English are essential for the position.
Previous experience gained within the NHS and a working knowledge of EMIS and medical terminology are preferred. Some early morning/evening work will be required, along with the occasional Saturday.
Main duties of the job
- The main focus of the role is to manage the throughput of patients on behalf of the practice; to manage as appropriate the appointments for all clinical staff either face-to-face or by telephone.
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
- Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of clerical support to clinical staff and other members of the Practice team.
- Facilitate effective communication between patients, members of the primary healthcare team, secondary care and other associated healthcare agencies.
About us
Tyntesfield Medical Group in North Somerset is a 13 Partner General Practice with a patient list size currently of around 33,000 split across four sites: Tower House Medical Centre, Brockway Medical Centre, Backwell Medical Centre and Long Ashton Surgery.
We are a friendly and accessible team providing excellent healthcare in our community. We provide a professional, safe, supportive, and efficient working environment for everyone in the practice. We are a forward-thinking organisation with a strong emphasis on teamwork and patient-centred care.
Job description
Job responsibilities
- Opening up/locking up of Practice premises and maintaining security in accordance with Practice protocols.
- Maintaining and monitoring the Practice appointments system.
- Processing inbound and outbound telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
- Processing and distributing incoming and outgoing mail.
- Taking messages and passing on information.
- Arranging recall of patients e.g. annual reviews.
- Filing and retrieving paper records.
- Liaise with the prescription hub in order to process repeat prescriptions in accordance with Practice guidelines.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
- Scanning documents.
- Manage the charges for non-NHS work undertaken by the practice including taking payments by cash/cheque/card.
- Ensure tasks work cleared daily.
- Efficiently communicate and handover information to colleagues at the end of your shift.
- Providing clerical assistance to Practice and associated NHS staff.
- Providing clerical assistance to Practice and associated NHS staff.
- Ordering, re-ordering and monitoring of stationary and other supplies in accordance with Practice guidelines.
- Provision of refreshments for staff and visitors as required, loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
- Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter.
- Any other duties as reasonably requested.
- Mentoring of new staff in induction programme.
- To participate in mandatory training, IPDR, and personal development plans to learn new skills as part of self-development.
- Cleaning of reception area.
- Entering BP results onto the clinical system.
Job description
Job responsibilities
- Opening up/locking up of Practice premises and maintaining security in accordance with Practice protocols.
- Maintaining and monitoring the Practice appointments system.
- Processing inbound and outbound telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
- Processing and distributing incoming and outgoing mail.
- Taking messages and passing on information.
- Arranging recall of patients e.g. annual reviews.
- Filing and retrieving paper records.
- Liaise with the prescription hub in order to process repeat prescriptions in accordance with Practice guidelines.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
- Scanning documents.
- Manage the charges for non-NHS work undertaken by the practice including taking payments by cash/cheque/card.
- Ensure tasks work cleared daily.
- Efficiently communicate and handover information to colleagues at the end of your shift.
- Providing clerical assistance to Practice and associated NHS staff.
- Providing clerical assistance to Practice and associated NHS staff.
- Ordering, re-ordering and monitoring of stationary and other supplies in accordance with Practice guidelines.
- Provision of refreshments for staff and visitors as required, loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
- Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter.
- Any other duties as reasonably requested.
- Mentoring of new staff in induction programme.
- To participate in mandatory training, IPDR, and personal development plans to learn new skills as part of self-development.
- Cleaning of reception area.
- Entering BP results onto the clinical system.
Person Specification
Qualifications
Essential
- Demonstrates a good standard of written and spoken English.
Desirable
- Minimum of 3 GCSE's or equivalent Grade C/4 or above.
Experience
Essential
- Experience in patient or customer service, ideally customer-facing.
- Experience working in a telephone environment.
- Experience in reception work.
Desirable
Skills & Knowledge
Essential
- Customer service skills.
- Good keyboard/IT skills - literate with Microsoft Word and Outlook and able to adapt to using third-party software.
- Good written and verbal communication skills.
Desirable
- Understanding of Medical Terminology.
- Understanding of EMIS.
Personal Attributes
Essential
- Adaptability and Flexibility.
- Accuracy.
- Working as part of a team.
- Ability to work under pressure.
- Trustworthy and Reliability.
Person Specification
Qualifications
Essential
- Demonstrates a good standard of written and spoken English.
Desirable
- Minimum of 3 GCSE's or equivalent Grade C/4 or above.
Experience
Essential
- Experience in patient or customer service, ideally customer-facing.
- Experience working in a telephone environment.
- Experience in reception work.
Desirable
Skills & Knowledge
Essential
- Customer service skills.
- Good keyboard/IT skills - literate with Microsoft Word and Outlook and able to adapt to using third-party software.
- Good written and verbal communication skills.
Desirable
- Understanding of Medical Terminology.
- Understanding of EMIS.
Personal Attributes
Essential
- Adaptability and Flexibility.
- Accuracy.
- Working as part of a team.
- Ability to work under pressure.
- Trustworthy and Reliability.
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.
