Reception Coordinator

Holland Park Surgery

Information:

This job is now closed

Job summary

Holland Park Surgery is recruiting a full time Reception Coordinator with initiative, passion for service and strong team player with excellent interpersonal skills, to join our friendly, well-established training practice. This post includes supervision and management of the reception team.

The ideal candidate will have excellent customer care, be happy to engage in all aspects of the daily work of the practice and bring enthusiasm and professionalism to the role.

Main duties of the job

  • The supervision and efficiency of the reception team.
  • Greeting patients and visitors in an efficient and courteous manner.
  • Providing an effective and polite telephone enquiry service
  • Deal with patients feedback and complaints
  • Proactively communicating information between patients, doctors and other health care professionals.
  • Management of the reception team and weekly rota

About us

There is a strong emphasis on teamwork and high quality patient care.

Expanding list size of 12,500 + patients with a broad range of patient age and health needs.

Long established GP training practice with GP trainees and medical students.

High achieving practice with respect to patient feedback, targets (QOF/ES) and CQC rating (good).

Purpose built premises with excellent transport links.

Excellent team of 2 partners, 10 salaried GPs, clinical pharmacists, Physician Associate, nurse prescriber and nursing team.

Well established minor surgery hub

Supporting 2 nursing homes

Active PCN and ICB participation

SystmOne practice

Date posted

14 February 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A0888-21-0334

Job locations

Kensington Central Library

12 Phillimore Walk

London

W8 7RX


Job description

Job responsibilities

Duties and Responsibilities

Management Duties

1.

Supervision of the reception team and function as a whole

2.

Training of new reception team members in line with departmental/Practice policies and procedures, ensuring ongoing reviews are conducted

3.

Ensuring the planning and implementation of the departmental staff rota

4.

Organising and planning daily tasks and workload for each member of the reception team

5.

Attend Practice meetings where required communicate department holidays to ensure Practice cover

6.

Sorting and routing of external mail

7.

Checking daily and dealing appropriately with Practice e-mails

8.

Organising and chairing weekly reception meeting and taking minutes

Telephone Duties

9.

Making appointments

10.

Taking requests for prescriptions

11.

Giving out results

12.

Ambulance transport bookings

13.

Home visit requests

14.

Deal with general enquiries and complaints

15.

Contacting other providers

16.

Ensure answering machine service for out-of-hours information is directed appropriately switched to answer machine at close of business and back to Practice each morning.

Reception Duties

17.

Register new patients and temporary residents

18.

Greet and direct patients and visitors

19.

Making appointments

20.

Handing out prescriptions

21.

Ensure outstanding queries are explained and handed over to next shift, as necessary

22.

Respond to needs of doctors and nurses during surgery

23.

Collect payments from patients for non-NHS services

24.

Deal with general enquiries and complaints

25.

Scanning documents

26.

Making sure all electronic documents are filed appropriately

27.

Checking link, including deduction requests and FP69

28.

Checking daily out of hours tasks

29.

Pulling Lloyd George envelopes when requested by doctors

Prescriptions

30.

Dealing with requests for repeat prescriptions

31.

Raising prescriptions as per Practice protocols

32.

Dealing with queries relating to repeat prescriptions

General

33.

Input and extract information from Practice computer system

34.

Observe health and safety guidelines at all times

35.

Any other reasonable duties as necessary

Job description

Job responsibilities

Duties and Responsibilities

Management Duties

1.

Supervision of the reception team and function as a whole

2.

Training of new reception team members in line with departmental/Practice policies and procedures, ensuring ongoing reviews are conducted

3.

Ensuring the planning and implementation of the departmental staff rota

4.

Organising and planning daily tasks and workload for each member of the reception team

5.

Attend Practice meetings where required communicate department holidays to ensure Practice cover

6.

Sorting and routing of external mail

7.

Checking daily and dealing appropriately with Practice e-mails

8.

Organising and chairing weekly reception meeting and taking minutes

Telephone Duties

9.

Making appointments

10.

Taking requests for prescriptions

11.

Giving out results

12.

Ambulance transport bookings

13.

Home visit requests

14.

Deal with general enquiries and complaints

15.

Contacting other providers

16.

Ensure answering machine service for out-of-hours information is directed appropriately switched to answer machine at close of business and back to Practice each morning.

Reception Duties

17.

Register new patients and temporary residents

18.

Greet and direct patients and visitors

19.

Making appointments

20.

Handing out prescriptions

21.

Ensure outstanding queries are explained and handed over to next shift, as necessary

22.

Respond to needs of doctors and nurses during surgery

23.

Collect payments from patients for non-NHS services

24.

Deal with general enquiries and complaints

25.

Scanning documents

26.

Making sure all electronic documents are filed appropriately

27.

Checking link, including deduction requests and FP69

28.

Checking daily out of hours tasks

29.

Pulling Lloyd George envelopes when requested by doctors

Prescriptions

30.

Dealing with requests for repeat prescriptions

31.

Raising prescriptions as per Practice protocols

32.

Dealing with queries relating to repeat prescriptions

General

33.

Input and extract information from Practice computer system

34.

Observe health and safety guidelines at all times

35.

Any other reasonable duties as necessary

Person Specification

Knowledge, skills and behaviour

Essential

  • Excellent communication skills (Written and Oral)
  • IT skills
  • Clear, polite telephone manner
  • Time Management and the ability to work to deadlines
  • Problem solving skills
  • Interpersonal skills
  • BehavioursEssential
  • Smart, polite and confident
  • Planning and organising
  • Performing under pressure
  • Adaptability
  • Using initiative
  • Team working
  • Self motivated
  • Flexibility
  • Confidentiality

Experience

Essential

  • Experience of working with the general public
  • Experience of supervisory reception work
  • Experience of working within General Practice
  • Experience with clinical system SystmOne

Qualifications

Essential

  • Good standard of general education
  • University graduate or A level or above
  • Supervisory management qualification
  • NVQII in Customer Care

Desirable

  • University graduate
Person Specification

Knowledge, skills and behaviour

Essential

  • Excellent communication skills (Written and Oral)
  • IT skills
  • Clear, polite telephone manner
  • Time Management and the ability to work to deadlines
  • Problem solving skills
  • Interpersonal skills
  • BehavioursEssential
  • Smart, polite and confident
  • Planning and organising
  • Performing under pressure
  • Adaptability
  • Using initiative
  • Team working
  • Self motivated
  • Flexibility
  • Confidentiality

Experience

Essential

  • Experience of working with the general public
  • Experience of supervisory reception work
  • Experience of working within General Practice
  • Experience with clinical system SystmOne

Qualifications

Essential

  • Good standard of general education
  • University graduate or A level or above
  • Supervisory management qualification
  • NVQII in Customer Care

Desirable

  • University graduate

Employer details

Employer name

Holland Park Surgery

Address

Kensington Central Library

12 Phillimore Walk

London

W8 7RX


Employer's website

https://www.hollandparksurgery.org.uk/ (Opens in a new tab)

Employer details

Employer name

Holland Park Surgery

Address

Kensington Central Library

12 Phillimore Walk

London

W8 7RX


Employer's website

https://www.hollandparksurgery.org.uk/ (Opens in a new tab)

For questions about the job, contact:

Practice Manager

Therese Laurent

t.laurent@nhs.net

02077272366

Date posted

14 February 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A0888-21-0334

Job locations

Kensington Central Library

12 Phillimore Walk

London

W8 7RX


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