Job summary
Our reception staff are the first point of contact with our patients and a play a crucial part in the smooth running of the surgery. The team at Magnolia House Surgery have a friendly and helpful approach and are hugely supportive of one another which is crucial in such a rapidly changing healthcare system. The reception role is diverse requiring a warm, efficient, compassionate and flexible approach.
Main duties of the job
The duties are many and varied. They include answering the telephone, working with patients face to face on reception, booking appointments, monitoring patient and clinical correspondence by email, scanning new letters, aiding with deductions and new patient administration and processing prescriptions.
About us
Magnolia House Surgery has an ever-developing team who all work well together and offer support. We are looking to recruit one or two new members to add to our friendly team.
We are a practice of just over 9,200 patients and are rated Good by CQC. We are an expanding practice with strong links to both our federation and PCN. The team at Magnolia House Surgery have a friendly and helpful approach and are hugely supportive of one another which is crucial in such a rapidly changing healthcare system.
Job description
Job responsibilities
Duties may vary under the direction of the HR Manager or Operations Manager depending on the workload and staffing levels. They will include the following:
- Opening and closing the surgery in accordance with provided checklists
- Assisting with patient queries in a polite and courteous manner, both over the phone and in person
- Booking appointments in accordance with practice appointment protocols, making use of a variety of enhanced access appointments
- Ensuring patients who need urgent appointments are seen
- Checking in patients who are unable to use the check-in machine
- Monitoring a shared inbox and actioning emails as necessary
- Actioning tasks set by the clinical and clerical team
- Monitoring online prescription requests and assigning them to the relevant doctors
- Requesting repeat prescriptions for those who are unable to use online services
- Checking the status of referrals using the e-Referral system
- Enabling patient access to online services
- Registration of new and temporary patients including data entry of relevant personal information
- Opening and sorting post as necessary. You will (very occasionally) be required to drop outgoing post at a post box
- Giving out the relevant specimen bottles to patients, as requested by the clinical team
- Receiving urine and blood samples and sending them off to the biochemistry lab
- Ensuring reception and the waiting area are neat and tidy at all times, particularly before leaving for the night/the weekend
- Providing cover duties for other members of the team in case of annual leave or sickness to ensure the smooth running of the surgery
- Attending reception meetings as required
- Supporting the deduction process of patient records
- Scanning all incoming letters for the WFO team
- Out of Area letters to patients
The post-holder will participate in any training program implemented by the practice as part of this employment. This will include the following:
- Mandatory eLearning
- Team-building training exercises
- Participation in an annual individual performance review or appraisal, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning, and performance
- Demonstrating skills and activities to others who are undertaking similar work
Job description
Job responsibilities
Duties may vary under the direction of the HR Manager or Operations Manager depending on the workload and staffing levels. They will include the following:
- Opening and closing the surgery in accordance with provided checklists
- Assisting with patient queries in a polite and courteous manner, both over the phone and in person
- Booking appointments in accordance with practice appointment protocols, making use of a variety of enhanced access appointments
- Ensuring patients who need urgent appointments are seen
- Checking in patients who are unable to use the check-in machine
- Monitoring a shared inbox and actioning emails as necessary
- Actioning tasks set by the clinical and clerical team
- Monitoring online prescription requests and assigning them to the relevant doctors
- Requesting repeat prescriptions for those who are unable to use online services
- Checking the status of referrals using the e-Referral system
- Enabling patient access to online services
- Registration of new and temporary patients including data entry of relevant personal information
- Opening and sorting post as necessary. You will (very occasionally) be required to drop outgoing post at a post box
- Giving out the relevant specimen bottles to patients, as requested by the clinical team
- Receiving urine and blood samples and sending them off to the biochemistry lab
- Ensuring reception and the waiting area are neat and tidy at all times, particularly before leaving for the night/the weekend
- Providing cover duties for other members of the team in case of annual leave or sickness to ensure the smooth running of the surgery
- Attending reception meetings as required
- Supporting the deduction process of patient records
- Scanning all incoming letters for the WFO team
- Out of Area letters to patients
The post-holder will participate in any training program implemented by the practice as part of this employment. This will include the following:
- Mandatory eLearning
- Team-building training exercises
- Participation in an annual individual performance review or appraisal, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning, and performance
- Demonstrating skills and activities to others who are undertaking similar work
Person Specification
Qualifications
Essential
- Customer service experience Excellent communication skills (written and oral) Excellent IT skills/comprehensive computer literacy Clear and polite telephone manner Excellent time management and the ability to work to deadlines Problem-solving skills Interpersonal skills Sensitivity and empathy in distressing situations Ability to work under pressure/in stressful situations
Desirable
- Experience working in reception Experience working in general practice Experience working in a patient-facing role Knowledge of EMISweb Knowledge of Docman Commitment to ongoing professional development
Experience
Essential
- Good standard of general education GCSE English grade C or above GCSE Maths grade C or above
Desirable
- Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Occupational health clearance
Person Specification
Qualifications
Essential
- Customer service experience Excellent communication skills (written and oral) Excellent IT skills/comprehensive computer literacy Clear and polite telephone manner Excellent time management and the ability to work to deadlines Problem-solving skills Interpersonal skills Sensitivity and empathy in distressing situations Ability to work under pressure/in stressful situations
Desirable
- Experience working in reception Experience working in general practice Experience working in a patient-facing role Knowledge of EMISweb Knowledge of Docman Commitment to ongoing professional development
Experience
Essential
- Good standard of general education GCSE English grade C or above GCSE Maths grade C or above
Desirable
- Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Occupational health clearance
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).