Receptionist/ Administration

Job summary

We are looking for a part time receptionist/administrator to work in a friendly GP practice in Rainham, approximately 20 hours per week. Experience is preferred but training will be provided.

The role requires excellent customer service skills and self motivation.

As the first point of contact for all patients, both face to face and over the telephone you must be calm and approachable and have a professional manner at all times. Good communication skills are essential.

A good knowledge of IT and the ability to adapt to change is important in this role and previous practice experience is preferred.

A knowledge of the Emis Web clinical system is preferred but full training will be given to the right candidate.

Main duties of the job

The main duties will be on reception as a first point of contact to patients. You will be answering calls from patients and dealing with face to face enquiries. You will book appointments, signposting to appropriate clinical staff and to community services.

About us

We are a small friendly team with 3 doctors an advanced nurse practitioner, practice nurse and health care assistant. We currently have an inhouse Physiotherapist. An NHS pension scheme is optional. A holiday entitlement of 4 weeks (pro rata bank holidays) available for staff.

Job description

Job responsibilities

To greet and welcome patients and visitors to Berwick Surgery.
To respond to enquiries, whether in person or by telephone, in a friendly and efficient manner.
To explain Practice arrangements and formal registration requirements to new patients, and those seeking temporary treatment; ensuring all procedures are completed accurately.
To be aware of specific clinics held by healthcare professionals and make patient appointments in line with agreed procedures.
To ensure patients are not kept waiting for unreasonable lengths of time without explanation.
To ensure patients without appointments but who need emergency appointments are seen in a logical order, and to make patients aware of the possibility that they may have to wait until a clinician is available.
To monitor the appointments system and report any shortfall or problem to the Operational Manager.
To maintain the reception and waiting room in a tidy manner, checking current validity of posters and use of call display system.
To ensure adequate patient information is readily available.
To hand out repeat prescriptions, letters and reports to patients, confirming correct identity of patient.
To process repeat prescriptions as directed, ensuring requests are actioned within two working days.
To receive specimens from patients, ensuring correct bottles are provided, and forms accurately completed.
To liaise with external organisations, hospital and community services, NHSE etc, to facilitate on-going care of patients.
To receive payments from patients, ensuring correct amount, the checking of personal cheques, giving receipts, and entering details in reception petty cash book, as per Practice protocol.
To act as chaperone for patients and clinicians where needed, and record on patients medical record.
To provide GPs and visitors with refreshments when requested.
To manage all incoming calls, ensuring each call is dealt with promptly and efficiently, with tact and sensitivity
To accurately record all relevant details of each call.
To direct all calls to relevant team member without delay and ensure messages are passed to appropriate person as per protocol.
To record requests for home visits according to Practice protocol, ensuring all relevant information is recorded.
To ensure telephone system is switched over at correct times, and redirection and answer machines are in working order.
To telephone patients regarding appointments, treatment or administrative queries, ensuring identity of patients.
To arrange ambulances for patients requiring transport.
To frank outgoing post and take Practice mail to post box.
To receive, check and distribute incoming post and deliveries.
To photocopy and laminate documents as directed.
To ensure clinicians rooms are stocked with relevant stationery and clinical supplies, informing Operational Manager of any shortfall requiring ordering.

Person Specification

Experience

Essential

Experience with Emis web is essential.

Desirable

History of working in a front facing busy reception with general practice is desirable.

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

Berwick Surgery

Address

17 Berwick Road

Rainham

Essex

RM13 9QU

United Kingdom

Employer's website

https://www.berwicksurgeryrainham.nhs.uk/

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