Receptionist
Job summary
Arlington Road Medical Practice is looking for a friendly, welcoming and organised Receptionist to join our team. As the first point of contact for our patients, you will play an important front-of-house role, providing a professional, compassionate and efficient service both at the reception desk and over the telephone. We are looking for someone who enjoys working with people, communicates confidently and calmly, and can work effectively as part of a busy GP practice team while ensuring patients receive the right support and information.
You dont need any formal medical qualifications or previous experience in healthcare for this role great people skills are what really matter!
Full training and development will be provided as part of your induction, giving you the knowledge and confidence you need to carry out the role effectively. Youll need to be a confident and clear communicator, as youll be speaking with patients both face-to-face and over the telephone.
A good level of literacy is important, as the role involves reading and responding to information accurately. Typing and computer skills will also be a key part of the role, so youll need to be comfortable using IT and entering information accurately and efficiently.
Most importantly, were looking for someone who is friendly, approachable, patient and compassionate, with a genuine desire to help people and provide an excellent service to our patients.
Main duties of the job
- Providing front-of-house reception , welcoming patients into the practice, checking them in and assisting with queries in a friendly and professional manner.
- Answering phone calls and dealing with patient queries.
- Booking, changing and cancelling appointments, including urgent and routine appointments.
- Checking and responding to messages, including clinical and administrative requests.
- Liaising with GPs, nurses, healthcare assistants and other members of the practice team.
- Signposting patients to the most appropriate service, such as a pharmacist, NHS 111, community services or a clinician.
- Handling sensitive and confidential information while maintaining patient confidentiality and data protection.
- Supporting the wider practice team with general administrative tasks.
- Dealing with patients in a professional, friendly and compassionate way
About us
Sitting in the heart of Eastbourne we are a patient practice serving circa 12,000 patients. We provide Primary Care through a variety of services, from GPs, Paramedics, Nurses and other care service roles. Each member of this close and friendly team play their part in delivering the best care service. We set ourselves apart through our service and care to the community and you will play an integral role alongside your colleagues.
What does it mean to work here?
Its an exciting time to join Arlington Road Medical Practice. We are a busy and varied practice, where teamwork, communication and supporting one another are an important part of everyday working life.
Youll be joining a hardworking and committed team where people are at the heart of what we do. We believe in supporting our staff to learn, develop and build their confidence, with training provided to help you grow into your role and develop your skills within Primary Care.
Were proud of our diverse team and the different experiences, personalities and strengths that everyone brings. We believe this makes us stronger as a team and helps us provide a welcoming service to our patients.
Everyone is welcome at Arlington Road Medical Practice.
Job description
Job responsibilities
As a Receptionist at Arlington Road Medical Practice, you will be an important part of our front-of-house team and one of the first points of contact for our patients. Youll provide a friendly, professional and helpful service both at the reception desk and over the telephone, helping patients access the right service or healthcare professional.
Alongside patient-facing responsibilities, youll provide general administrative support to the practice team, helping with the smooth running of the practice and supporting our clinical and administrative colleagues. Good communication, a positive approach and the ability to work well as part of a team are key to the role.
1. Reception and Patient Services
- Welcome patients and visitors to the practice in a friendly, professional and helpful manner.
- Register and check in patients for appointments and clinics.
- Book, amend and cancel appointments both face-to-face and using the practices computerised appointment system.
- Contact patients to arrange appointments, reviews and clinics where appropriate.
- Register new patients, temporary residents and other patients in accordance with practice procedures, ensuring the appropriate information and forms are completed.
- Receive and deal with patient queries and messages both at the reception desk and electronically, passing information to the appropriate member of the practice team when required.
- Provide patients with appropriate information and signposting to help them access the most suitable service or healthcare professional.
2. Telephones and Communication
- Answer incoming telephone calls in a professional, friendly and helpful manner.
- Book, amend and cancel appointments over the telephone.
- Deal with general enquiries and provide appropriate information within the scope of the role.
- Communicate test results and other information to patients in accordance with practice procedures and confidentiality requirements.
- Take accurate messages and ensure they are passed to the appropriate member of the practice team.
- Transfer calls to the appropriate person or service when necessary.
- Communicate effectively with patients, carers, colleagues and other healthcare professionals, adapting communication where required to meet individual needs.
3. Hospital Post and Samples
- Receive hospital correspondence and post, date stamp and sort appropriately for scanning or further action.
- Receive samples from patients and staff, ensuring they are logged and processed correctly.
- Complete relevant forms and documentation where required.
- Check that samples are correctly labelled and packaged in accordance with practice procedures.
- Check fridges prior to collection where required.
- Ensure hospital correspondence and samples are prepared and ready for collection
4. Outgoing Mail
- Prepare, frank and log outgoing post in accordance with practice procedures.
- Ensure outgoing correspondence is handled securely and confidentially.
5. Confidential Waste and Shredding
- Dispose of confidential paperwork appropriately using the designated confidential waste facilities.
- Ensure patient and practice information is handled and disposed of in accordance with GDPR and practice confidentiality procedures.
6. Closing and Securing the Practice
For staff working the late shift:
- Check that windows and external doors are securely locked.
- Ensure computers, equipment and lights are switched off where appropriate.
- Ensure the practice is secure and the burglar alarm is set when the building is empty.
- Report any security concerns or issues to the appropriate person.
7. General Responsibilities
- Carry out any other reasonable duties appropriate to the role and level of responsibility.
- Support colleagues and contribute to the smooth and effective running of the practice.
- Work as part of the wider practice team, maintaining a positive and professional approach at all times.
Working hours and availability will be discussed as part of the application and interview process.
Please note that morning-only availability is not suitable for this position. It is essential that candidates are able to work shifts that finish at 6:00pm and 6:30pm. The working pattern may include a combination of full-day and afternoon-only shifts.
Person Specification
Qualifications
- GCSE Maths & English (C or above) - or equivalent
- Further educational qualifications
Experience
- Experience of dealing with public
- Experience using IT based systems, including Microsoft office programmes
- Previous experience working in healthcare setting
- Previous experience working in GP Practice
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
Arlington Road Medical Practice
Address
1 Arlington Road
Eastbourne
BN21 1DH
United Kingdom
Employer's website
http://www.arlingtonroadsurgery.nhs.uk/