Job summary
We are looking for an enthusiastic, people person to join our friendly, hard working Reception team. Burlington Primary Care has approximately 18,000 patients from a wide variety of backgrounds all with differing needs. Reception are the first port of call for our patients and need to be able to show empathy and patience and be willing to go the extra mile to help everyone who makes contact with us.
Main duties of the job
Able to:
Conduct telephone and face to face contact with patients in a professional, friendly and helpful manner - Care-navigate/signpost patients to the most appropriate health care professional ensuring appointments are allocated where required in line with practice protocol and procedure.
- Greet and direct patients and visitors
- Respond to general enquiries via email
- Receive specimens from patients in line with relevant policy, procedure and health and safety / infection control requirements
- Respond to requests for test results, in line with practice protocol
- Take requests for home visits in line with practice protocol
- Liaise with associated Health Care Professionals
- Register new patients and temporary residents
- Collect payments from patients for non-NHS services
- Communicate with patients by letter using Microsoft Word
- Input and extract information from Practice computer system
About us
We are a dedicated, patient and staff friendly practice, set close to Ipswich town centre, in a beautiful grade II listed building.
We look after over 16,500 patients so everyday is different!
We have a large number of staff, all working together for the common goal: quality patient care.
At BPC, we have a team made up of partners, salaried GPs, trainee GPs, advanced nurse practitioners, practice nurses, emergency care practitioners, health care assistants, pharmacists, admin assistants, care navigators, social prescribers and the management teams. As you can imagine, there's always someone about!
Please look at our new "why work with us" page on our website
https://www.burlingtonprimarycare.co.uk/why-work-with-us
Job description
Job responsibilities
- Answering telephone calls and dealing with face to face enquiries.
- Greeting patients and visitors of differing emotional states (e.g. anxious, depressed, angry)
- Explaining the practice procedures to new patients.
- Dealing with all requests in an efficient and courteous manner.
- Opening post and forwarding it onto the relevant parties.
- Drafting letters and correspondence on behalf of the surgery and medical staff.
- Scheduling appointments on the phone and face-to-face for patients and asking for a brief explanation of symptoms (confidentiality to be maintained when other patients could potentially over-hear)
- Screening enquiries for the doctors and medical staff
- Updating the surgeries computer system with appointments and personal details.
- Maintaining a clean reception area and other patient areas to show a professional image.
- Arranging for clinical nurses to check a patients blood pressure, height and weight.
- Making sure that the appointments system runs smoothly.
- Receiving urine and blood samples and sending them off to hospital laboratories.
- Registering new patients at the surgery.
- Checking patients in and out.
- Accurately collecting updating and maintaining information and personal details about patients.
- Arranging any necessary follow up appointments for patients in the surgery, with hospitals or with other healthcare professionals.
- Ensuring that all medical samples are collected in and correctly labelled.
- Filing away the results of tests.
- Liaising with couriers and delivery companies and accepting orders on behalf of the surgery (ensuring they are directed to the named recipient)
- Arranging and administering prescriptions for patients.
- Making sure that the medical consulting rooms and surgery is fully stocked with essential supplies.
Job description
Job responsibilities
- Answering telephone calls and dealing with face to face enquiries.
- Greeting patients and visitors of differing emotional states (e.g. anxious, depressed, angry)
- Explaining the practice procedures to new patients.
- Dealing with all requests in an efficient and courteous manner.
- Opening post and forwarding it onto the relevant parties.
- Drafting letters and correspondence on behalf of the surgery and medical staff.
- Scheduling appointments on the phone and face-to-face for patients and asking for a brief explanation of symptoms (confidentiality to be maintained when other patients could potentially over-hear)
- Screening enquiries for the doctors and medical staff
- Updating the surgeries computer system with appointments and personal details.
- Maintaining a clean reception area and other patient areas to show a professional image.
- Arranging for clinical nurses to check a patients blood pressure, height and weight.
- Making sure that the appointments system runs smoothly.
- Receiving urine and blood samples and sending them off to hospital laboratories.
- Registering new patients at the surgery.
- Checking patients in and out.
- Accurately collecting updating and maintaining information and personal details about patients.
- Arranging any necessary follow up appointments for patients in the surgery, with hospitals or with other healthcare professionals.
- Ensuring that all medical samples are collected in and correctly labelled.
- Filing away the results of tests.
- Liaising with couriers and delivery companies and accepting orders on behalf of the surgery (ensuring they are directed to the named recipient)
- Arranging and administering prescriptions for patients.
- Making sure that the medical consulting rooms and surgery is fully stocked with essential supplies.
Person Specification
Competencies
Essential
- Ability to prioritise and organise a heavy workload.
- General knowledge of office procedures and policies.
- A caring and sympathetic nature that can empathise with patients in a health care setting
- A customer focused can-do attitude that goes the extra mile
- Knowledge and understanding of medical terminology.
- Ability to remain calm under pressure and communicate patiently; even when patients/customers become agitated or angry
- Ability to quickly file alphabetically and numerically.
- Can use Microsoft Office Outlook, Word and Excel confidently.
- Ability to learn and comprehend computer based systems (Systm1)
- Fully aware of infection control policies.
- Ability to use spreadsheet and email applications.
- Aware of the rules and regulations relating to medical documentation and primary care
Personal Competencies
Essential
- Having a professional appearance and demeanour at all times.
- Good team player.
- Having a flexible approach to work.
- Good telephone manner and be able to communicate at all levels
- Non-judgmental.
- Able to remain confidential at all times.
- Excellent concentration skills.
- Developed and effective communication skills (written and verbal)
- Ability to liaise with different organisations and related professionals
Person Specification
Competencies
Essential
- Ability to prioritise and organise a heavy workload.
- General knowledge of office procedures and policies.
- A caring and sympathetic nature that can empathise with patients in a health care setting
- A customer focused can-do attitude that goes the extra mile
- Knowledge and understanding of medical terminology.
- Ability to remain calm under pressure and communicate patiently; even when patients/customers become agitated or angry
- Ability to quickly file alphabetically and numerically.
- Can use Microsoft Office Outlook, Word and Excel confidently.
- Ability to learn and comprehend computer based systems (Systm1)
- Fully aware of infection control policies.
- Ability to use spreadsheet and email applications.
- Aware of the rules and regulations relating to medical documentation and primary care
Personal Competencies
Essential
- Having a professional appearance and demeanour at all times.
- Good team player.
- Having a flexible approach to work.
- Good telephone manner and be able to communicate at all levels
- Non-judgmental.
- Able to remain confidential at all times.
- Excellent concentration skills.
- Developed and effective communication skills (written and verbal)
- Ability to liaise with different organisations and related professionals
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.
