GP Receptionist

The post holder isresponsible for providing a high quality, professional reception andadministrative service to patients, doctors, nurses, staff, colleagues, healthservice professionals and others. TheMedical Receptionist is the first point of contact for patients and the generalpublic so it is essential that they present a professional and caring image ofthe practice and maintain strict confidentiality at all times. Responsible for ensuring enquiries from patients are efficiently andcourteously handled to a mutual satisfaction.

Main duties of the job

Tomake appointments and book patients in when they arrive for an appointment inaccordance with the practice appointment system and to provide a helpful andfriendly service to patients.

Tocomply with the protocols in place at the practice for the workflow ofcorrespondence.

Tohandle telephone calls into the service from patients, relatives and health careprofessionals confidently and appropriately, regularly providing and receivingcomplex and sensitive information processing requests and recognising when itis appropriate to escalate to clinicians and other colleagues.

Takingaccurate messages and ensuring these are passed on to the relevant person in atimely manner

About us

Cromer Group Practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted.

Job responsibilities

Tomake appointments and book patients in when they arrive for an appointment inaccordance with the practice appointment system and to provide a helpful andfriendly service to patients.

Tocomply with the protocols in place at the practice for the workflow ofcorrespondence.

Tohandle telephone calls into the service from patients, relatives and health careprofessionals confidently and appropriately, regularly providing and receivingcomplex and sensitive information processing requests and recognising when itis appropriate to escalate to clinicians and other colleagues.

Torecognise the diverse needs and individuality of patients and to demonstratethe ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate levelproviding clear information and guidance when dealing with patients fears andlack of understanding. This role mayregularly involve dealing with distressed or emotional patients over the phone.

Takingaccurate messages and ensuring these are passed on to the relevant person in atimely manner

Explainpractice arrangements and formal requirements to new patients and to complywith the practice procedure for the registration of new patients, temporarypatients and those seen as emergency or immediately necessary.

Settingup patients for online patient access and resolving any patient enquiries.

Takingappropriate action in relation to Subject Access Requests and understandingwhat information can be provided and the timescales as per practice policy.

Tosignpost patients appropriately and effectively to external services.

Enterrequests for home visits onto Computer including all relevant information.

Actionrequests for ambulance and other patient transportation and enter detailsincluding reference numbers onto patients clinical record

Reportto the appropriate Manager any matter affecting patient confidentiality, safetyor security

Toprovide supervision and support to new starters, temporary staff andapprentices where required

Tobe committed to working within a changing environment, responding positively tonew demands and changes.

Tobe an active team member recognising potential problems and escalating theseand any constructive ideas for improvement on to the appropriate person.

Ensurethe reception area is clean, tidy and presentable at all times.

Responsiblefor end of day check, lock and secure premises at night as and when directed,checking that the telephone system has transferred correctly to the Out ofHours service, providing emergency dispensing.

Person Specification Skills, abilities and knowledge

• Confident and skilled in dealing with anxious or distressed people
• Team Player
• Effective and empathetic communication skills
• Good organisation skills
• Excellent Telephone Skills
• Ability to work quickly and accurately under pressure
• Personable, friendly and patient disposition
• Meticulous and methodical with good attention to detail
• Flexible, reliable and adaptable, able to multitask
• High standards of personal integrity and ability to maintain confidentiality
• Ability to work with direct supervision and determine own
• Experience of working in an admin role preferably in a GP surgery or other health care provider
• Medical terminology

Qualifications

• Good standard of general education
• Level 2 NVQ in Customer Service
• RSA level 2
• Recognised Medical terminology qualification

Experience

• Working in a customer services environment / with general public
• Experience of working in a GP surgery or other health care provider