Job summary
CRGPA provides
extended access services across Coventry, Rugby & Warwickshire North.
Extended access provides GP & Nurse appointments at evenings, weekends
& bank holidays.
We are looking for Receptionist staff to support the GP in our extended
hours service, they should be Patient/Customer service facing experts and good
communicators. Full training will be given.
The new available sessions
are on Tuesday & Friday 18:00-21:30 out of Atherstone Surgery, 1 Ratcliffe
Road, Atherstone, CV9 1EU.
Main duties of the job
The receptionist role is pivotal to the extended access service providing good patient and staff experience within the service.
- Opening, setting up, and closing of the extended access site.
- Supporting the GP & Nurse as necessary.
- Meeting & Greeting patients
- Chaperoning as necessary.
- Collecting patient feedback.
- Registering and booking patients into the EMIS system
See Job description for further details of the role
About us
The Coventry and Rugby GP Alliance is a private company limited by shares, wholly owned by local Coventry and Rugby GP practices. As a GP led organisation, we represent 54 GP practice shareholders and cover nearly 420,000 patients. We describe our work in terms of Supporting, Innovating, Developing and Educating - we are on the S.I.D.E. of general practice and we have developed our Operational Plan for 2019/20 to describe what we are going to do over this year to ensure that we continue to high quality, accessible and responsive services for both practices and patients.
We have identified key areas that we will focus on to build upon and improve our existing services. These are our Strategic Priorities:
- Clinical Service Improvement & Delivery
- Clinical Innovation
- Primary Care Development Practice and Network Support
- Training and Education
- Integrated Care
- Good Governance
Job description
Job responsibilities
To provide a friendly welcome to all callers to the Extended Hours sites and act as a main point ofcontact for patients, visitors and general enquiries; you will work as part of the CRGPA Team andcontribute to the achievement of its objectives.
- To meet and greet patients, members of the public and visitors to Extended Hours in a friendly and courteous manner
- Offer general assistance to the Extended Hours team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.
- Facilitate effective communication between patients, members the primary health care teamand CRGPA
- Ensure an effective and efficient reception service is provided to patients and any other visitorsto the Practice
- Ensure that excellent customer care is being delivered at all times
- Play an active role in the co-ordination, and review of patient surveys e.g. Friends and Family
- Offer solutions and actively listen to patients to resolve issues.
- Chaperone during consultations as requested
- Provide an efficient, courteous and responsive reception and telephone service to the public
- To ensure that up to date and comprehensive information is available at all times through liaison with other Team members
- Carry out a range of administration duties including word processing and data inputting duties as required (EMIS).
- Be responsible for hospitality arrangements and general housekeeping as requested
- Order, maintain and keep inventories of equipment supplies
- Participate in new initiatives and future changes in service delivery improvements.
- Support the Team in promoting equal opportunities in the workplace and delivering services which are accessible and appropriate to the diverse needs of service users.
- Actively pursue own personal development and take full advantage of training provided.
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Deal with all general enquiries
- Check patients in on arrival at the surgery
- Monitor flow of patients into consulting and treatment rooms
- Collate patient data as directed
- Ensure that all registrations are completed using the clinical system in order that the patient can be seen in the service
- Check that all patients contact details are correct upon arrival to Extended Hours Facilities
- Tidy doctors rooms and replenish supplies of forms on completion of sessions
- Keeping the reception area tidy and free from obstructions and clutter
- Keeping the reception well-stocked with stationery and other supplies
- Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff
- To maintain a thorough knowledge of all Extended Hours procedures and work in accordance of written protocols
- Ensure building security- have a thorough knowledge of doors/ windows/alarm
- Undertake a variety of administrative duties to assist in the smooth running of the service including the provision of clerical support to clinical staff and other members of the Extended Hours team, or any other duties as requested by Manager
Job description
Job responsibilities
To provide a friendly welcome to all callers to the Extended Hours sites and act as a main point ofcontact for patients, visitors and general enquiries; you will work as part of the CRGPA Team andcontribute to the achievement of its objectives.
- To meet and greet patients, members of the public and visitors to Extended Hours in a friendly and courteous manner
- Offer general assistance to the Extended Hours team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.
- Facilitate effective communication between patients, members the primary health care teamand CRGPA
- Ensure an effective and efficient reception service is provided to patients and any other visitorsto the Practice
- Ensure that excellent customer care is being delivered at all times
- Play an active role in the co-ordination, and review of patient surveys e.g. Friends and Family
- Offer solutions and actively listen to patients to resolve issues.
- Chaperone during consultations as requested
- Provide an efficient, courteous and responsive reception and telephone service to the public
- To ensure that up to date and comprehensive information is available at all times through liaison with other Team members
- Carry out a range of administration duties including word processing and data inputting duties as required (EMIS).
- Be responsible for hospitality arrangements and general housekeeping as requested
- Order, maintain and keep inventories of equipment supplies
- Participate in new initiatives and future changes in service delivery improvements.
- Support the Team in promoting equal opportunities in the workplace and delivering services which are accessible and appropriate to the diverse needs of service users.
- Actively pursue own personal development and take full advantage of training provided.
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Deal with all general enquiries
- Check patients in on arrival at the surgery
- Monitor flow of patients into consulting and treatment rooms
- Collate patient data as directed
- Ensure that all registrations are completed using the clinical system in order that the patient can be seen in the service
- Check that all patients contact details are correct upon arrival to Extended Hours Facilities
- Tidy doctors rooms and replenish supplies of forms on completion of sessions
- Keeping the reception area tidy and free from obstructions and clutter
- Keeping the reception well-stocked with stationery and other supplies
- Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff
- To maintain a thorough knowledge of all Extended Hours procedures and work in accordance of written protocols
- Ensure building security- have a thorough knowledge of doors/ windows/alarm
- Undertake a variety of administrative duties to assist in the smooth running of the service including the provision of clerical support to clinical staff and other members of the Extended Hours team, or any other duties as requested by Manager
Person Specification
Qualifications
Essential
- Basic GCSE education
- Advanced knowledge of MS Office applications.
Desirable
- Higher education
- NVQ Customer Service
- Word processing
- qualification.
- Diploma in Business
- Administration to level 2
- BTEC First Diploma or
- equivalent.
Experience
Essential
- Working in an office environment.
- Working with staff at all levels.
- Previous experience working with clinical staff.
- Customer service
Desirable
- Experience working with the general public.
Skills, Abilities and Attributes
Essential
- Flexible approach to new tasks and targets
- Word processing skills
- Computer literate
- Work with little or no supervision
- Good telephone manner
- Ability to communicate well at all levels
- Office organisation
- Stock management
- Knowledge of administration and organisational policies and procedures
Person Specification
Qualifications
Essential
- Basic GCSE education
- Advanced knowledge of MS Office applications.
Desirable
- Higher education
- NVQ Customer Service
- Word processing
- qualification.
- Diploma in Business
- Administration to level 2
- BTEC First Diploma or
- equivalent.
Experience
Essential
- Working in an office environment.
- Working with staff at all levels.
- Previous experience working with clinical staff.
- Customer service
Desirable
- Experience working with the general public.
Skills, Abilities and Attributes
Essential
- Flexible approach to new tasks and targets
- Word processing skills
- Computer literate
- Work with little or no supervision
- Good telephone manner
- Ability to communicate well at all levels
- Office organisation
- Stock management
- Knowledge of administration and organisational policies and procedures
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
