Job summary
An exciting opportunity to join a caring and dedicated team.
The successful candidate will be the first point of contact for patients ringing the surgery. The role will be to optimise the patients journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that patients presenting issue is managed appropriately and that the patients are up-to date with their routine appointments.
To provide support to both the clinical team and patients registered with Riverside Health Centre
To ensure smooth, efficient and compassionate delivery of care
Although the post-holder will take responsibility for their own work, they will work as part of the reception team, and be supervised and mentored by the Reception Team Leader
Main duties of the job
If you want to be part of the team and are :
Are You a Caring and Approachable Person?
Can You Think on Your Feet and Respond in a Fast-Paced Environment?
Do You Want a Fulfilling Career Within the NHS?
If you answered yes to above questions, we would love to hear from you.
About us
We are expanding our team of passionate and professional medical receptionists at Riverside Health Partnership. We are seeking dedicated staff of a caring disposition who have a desire to work in a fast-paced, forward thinking GP practice.
The pandemic has been challenging and we have changed our work patterns radically to meet the different demands of our patients by great teamwork, cooperation, and flexibility.
We are a busy practice caring for 19,000 patients over 4 sites in Retford, Harworth, Misterton and Gringley-on-the-Hill, you will be expected to work across all sites. We are a well-led, well-managed and supportive practice. We are consistently a high performing GP training practice with 6 partners and 5 salaried GP's working alongside an excellent team of ANPs, nurses, social prescribers and practice pharmacists. We normally have 4 GP Regs training at any one time.
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITES
- Represent the practice
positively, as often our reception /care navigation team are the first
contact patients will make with the practice- ensuring we offer excellent
patient care and experience.
- Receiving patients in reception
when they attend surgery for an appointment or are collecting
prescriptions, sick notes, letters, etc.
- Registering of new patients
ensuring all registration forms and documents are fully completed and
provided by the patient and that all information is entered appropriately
onto the computer.
- Working within a team, where
ever possible, answer incoming calls promptly and sign-post appropriately.
- Where possible, patient enquiries or
referring to a nurse or doctor for advice as appropriate. Ensuring
appropriate information is taken from patients in order to aid the passing
on of the query.
- Participation in the practice
telephone triage system to ensure appropriate appointment booking. To
include appropriate care navigation to other healthcare services and
providers.
- Ensuring all patients are
offered excellent care and signposting to the most suitable service once
you have asked appropriate questions with regards to their query.
- Answering the telephone as
quickly as ever possible and making appointments on the computer system as
appropriate.
- Engaging with management of
tasks, ensuring these are dealt with efficiently and timely.
- Involvement in the recall
system to ensure that patients with long term chronic conditions are
booked in for annual reviews.
- Navigating patient clinical record
as required assisting with enquiries and continuity of care.
- Scanning and assigning of
medical letters to patients computer records as required.
- Knowledge of repeat
prescriptions and the practice medicines management systems.
- Helping out with duties as
required in the event of holidays and sickness; ensuring reception cover
at all sites at all times.
- Working between the multiple
sites and adapting to different systems and processes.
- Chaperoning doctors as
requested. Please note only team members with appropriate training and a
DBS check are able to do so.
- Dealing with urine/specimen
samples when necessary.
- Completion of various forms
when required cervical smear forms, temporary resident forms, etc. and
the entering of relevant information onto the computer system.
- Ensuring clinical rooms are
prepared for clinics as appropriate.
- Tidying of the waiting room and
surgeries.
- Any other computer input as
required.
- Communication with the Health
Authority, Hospitals and Consultants as appropriate.
- Comply with and keep up to date
with practice policies, procedures, protocols, meeting minutes and emails.
- Attend meetings regularly; if
this is outside working hours lieu time will be offered.
- Ensure you are up to date with
discussions in meetings by reading minutes and emails on the practice
shared computer drive.
- Attend training sessions as
required to meet with mandatory training needs appropriate to the
position.
- Undertake mandatory e-learning
modules.
- Comply with practice Fire
Regulations and Health and Safety procedures.
- Be fully competent with
practice safeguarding processes.
- Act at all times with regard to
the confidentiality and sensitivity of issues with patients, their care
and treatment.
- Any other duties which may be
requested by the practice that do not exceed the level of responsibility
expected for this post.
ENVIRONMENT
- Fast-paced environment with
varying and conflicting time constraints
- Understand that the role works
within a large multidisciplinary team, and understand and respect the
roles of each of the team members
- Understand the roles
limitations and work within this. Seek guidance from appropriate
colleagues when appropriate
- High profile team with key
influence on development of improvements of the Practice.
- At all times promote the
practice in a positive way.
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITES
- Represent the practice
positively, as often our reception /care navigation team are the first
contact patients will make with the practice- ensuring we offer excellent
patient care and experience.
- Receiving patients in reception
when they attend surgery for an appointment or are collecting
prescriptions, sick notes, letters, etc.
- Registering of new patients
ensuring all registration forms and documents are fully completed and
provided by the patient and that all information is entered appropriately
onto the computer.
- Working within a team, where
ever possible, answer incoming calls promptly and sign-post appropriately.
- Where possible, patient enquiries or
referring to a nurse or doctor for advice as appropriate. Ensuring
appropriate information is taken from patients in order to aid the passing
on of the query.
- Participation in the practice
telephone triage system to ensure appropriate appointment booking. To
include appropriate care navigation to other healthcare services and
providers.
- Ensuring all patients are
offered excellent care and signposting to the most suitable service once
you have asked appropriate questions with regards to their query.
- Answering the telephone as
quickly as ever possible and making appointments on the computer system as
appropriate.
- Engaging with management of
tasks, ensuring these are dealt with efficiently and timely.
- Involvement in the recall
system to ensure that patients with long term chronic conditions are
booked in for annual reviews.
- Navigating patient clinical record
as required assisting with enquiries and continuity of care.
- Scanning and assigning of
medical letters to patients computer records as required.
- Knowledge of repeat
prescriptions and the practice medicines management systems.
- Helping out with duties as
required in the event of holidays and sickness; ensuring reception cover
at all sites at all times.
- Working between the multiple
sites and adapting to different systems and processes.
- Chaperoning doctors as
requested. Please note only team members with appropriate training and a
DBS check are able to do so.
- Dealing with urine/specimen
samples when necessary.
- Completion of various forms
when required cervical smear forms, temporary resident forms, etc. and
the entering of relevant information onto the computer system.
- Ensuring clinical rooms are
prepared for clinics as appropriate.
- Tidying of the waiting room and
surgeries.
- Any other computer input as
required.
- Communication with the Health
Authority, Hospitals and Consultants as appropriate.
- Comply with and keep up to date
with practice policies, procedures, protocols, meeting minutes and emails.
- Attend meetings regularly; if
this is outside working hours lieu time will be offered.
- Ensure you are up to date with
discussions in meetings by reading minutes and emails on the practice
shared computer drive.
- Attend training sessions as
required to meet with mandatory training needs appropriate to the
position.
- Undertake mandatory e-learning
modules.
- Comply with practice Fire
Regulations and Health and Safety procedures.
- Be fully competent with
practice safeguarding processes.
- Act at all times with regard to
the confidentiality and sensitivity of issues with patients, their care
and treatment.
- Any other duties which may be
requested by the practice that do not exceed the level of responsibility
expected for this post.
ENVIRONMENT
- Fast-paced environment with
varying and conflicting time constraints
- Understand that the role works
within a large multidisciplinary team, and understand and respect the
roles of each of the team members
- Understand the roles
limitations and work within this. Seek guidance from appropriate
colleagues when appropriate
- High profile team with key
influence on development of improvements of the Practice.
- At all times promote the
practice in a positive way.
Person Specification
Qualifications
Essential
- Experienced in process thinking and customer service improvement.
- Proven track record of successful communication with general public.- empathy/caring person
- Strong analytical and influencing skills
-
- Excellent communication skills, relationship management, and comfortable working with the general public.
- Logical thinker who can provide a rationale for decisions made
- Able to develop relationships to form a network of contacts
- Flexible Team player who recognises the value and importance of working in a team and getting the job done
- Ability to think of the situation presented by the patient and be able to judge the desired outcome
- Good standard of spoken and written English
- Strong customer service awareness, including strong communication skills
- English and Maths GCSE
- Flexibility, especially with working hours
- Driving licence and own transport due to locations
Desirable
- Experience of work in customer service / health sector across multiple functions.
- Good use of initiative
- Good I.T. Skills
- Be willing to work flexi-time Covering hours at short notice
Person Specification
Qualifications
Essential
- Experienced in process thinking and customer service improvement.
- Proven track record of successful communication with general public.- empathy/caring person
- Strong analytical and influencing skills
-
- Excellent communication skills, relationship management, and comfortable working with the general public.
- Logical thinker who can provide a rationale for decisions made
- Able to develop relationships to form a network of contacts
- Flexible Team player who recognises the value and importance of working in a team and getting the job done
- Ability to think of the situation presented by the patient and be able to judge the desired outcome
- Good standard of spoken and written English
- Strong customer service awareness, including strong communication skills
- English and Maths GCSE
- Flexibility, especially with working hours
- Driving licence and own transport due to locations
Desirable
- Experience of work in customer service / health sector across multiple functions.
- Good use of initiative
- Good I.T. Skills
- Be willing to work flexi-time Covering hours at short notice
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.
