Receptionist

Job description

Job responsibilities

The post holder will be first point of contact for patients in person and by telephone. The post holder will be expected to work in reception and meet and greet patients and handle their queries with an awareness of the needs of the patient. It is the role of the receptionist to assist patients in the easiest possible way to see a clinician and be friendly courteous and efficient at all times.

Duties as below:

To be helpful and friendly to patients who make contact with the practice by phone or in person providing the best possible patient service.

To be courteous and helpful at all times to patients, visitors and colleagues.

Answering the phone promptly and courteously. To divert calls, take and pass on messages accurately in line with practice procedures.

Triaging patients, booking appointments as required, taking requests for home visits and answering queries in a friendly and helpful manner.

To keep patients informed of any delays or problems when they are in the practice and deal with any concerns that may arise.

To assist with cancelling and rescheduling appointments as required.

Finding notes or other information for clinical staff as requested.

Making phone calls for clinical staff when requested.

Dealing with requests for assistance from Doctors, Nurses and other members of the clinical team.

Ensure adequate supplies of new patient forms are available, new patient appointments where appropriate. Ensure relevant forms have been fully completed by the patient.

Ordering ambulances and interpreters for patients as required.

Updating the computerised appointments system as required.

Registering new patients, making up notes and entering their details on the computer system.

Checking patient details are current and correct and then update patient records.

Ensure total familiarity with all appointments systems including regular & incidental variations.

To fully understand how the telephone system works.

To work as a team member with your reception colleagues.

Deal with patient complaints sensitively and according to the practice complaints procedure.

To ensure that the patient waiting areas are clean and tidy. At the end of each session to tidy up rooms and tidy up any magazines and leaflets. To check the patient toilets on a regular basis to ensure stocked and clean.

In conjunction with the Prescriptions team, ensure that patients are aware of the 48 hour turn-around for prescription requests.

Be aware of all Reception and office protocols.

Become familiar with Hospital & laboratory courier collections & ensure procedure is adhered to.

Advise patients of non-NHS & private services charges, accept payments & issue receipt.

To open and close the practice at the beginning and end of the day, checking security and setting the alarms as necessary.

Maintain Confidentiality at all times.

Person Specification

Qualifications

Essential

• A professional approach to patients, colleagues and anyone associated internally or externally to the practice. Accurate approach to routine tasks. Common sense approach with a non-judgemental attitude. Ability to use initiative. Ability to prioritise heavy workload. Ability to work in a pressurised environment on a daily basis. Reliable and punctual. Good interpersonal skills. Able to work as part of a team. A professional approach and good interaction with work colleagues on a daily basis. Able to work independently. A flexible approach to work, therefore must be able to work flexible hours to help cover annual leave and sick absence. Must have good keyboard skills. Able to use computers efficiently, including Microsoft Windows packages . An understanding of the need for confidentiality within general practice. Respects the different cultures & beliefs of patients and colleagues. Willingness to quickly develop new skills and aptitudes. Commitment to undertaking training and own personal development.

Desirable

• Ideally the successful applicant would be educated to GCSE level in Maths and English or equivalent experience. Minimum of six months experience of face to face customer or patient services. Experience of dealing with the public by telephone. Excellent communication skills via telephone, face to face & with groups. Ability to enter and retrieve data quickly and efficiently. Experience of using computerised customer or patient records. To understand the principles of confidentiality in and out of the workplace. Understanding of the importance of equal opportunities & diversity issues. Understanding of primary care delivery in the NHS. Previous experience in a health care or similar environment. Motivation and Commitment to working in the NHS and patient care.

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 Links Medical Practice

Address

The Links Medical Practice

198 Court Farm Road

London

SE9 4JS

Employer's website

https://thelinksmedicalpractice.co.uk (Opens in a new tab)