Receptionist Fairfield Surgery

Candidates must be computer literate; knowledge of the Vision clinical system would be beneficial but full training can be provided. Good telephone manner is essential, preferably with previous experience in a surgery or NHS environment. Duties mainly include answering the telephone, reception desk, booking appointments, patient follow up for test results, and processing incoming correspondence. The position is part time and can be worked over 4 days.

Main duties of the job

Maintain and monitor the practice appointment system.

Process personal, telephone, and e requests for appointments.

Answer incoming phone calls, transfer calls, or address caller requests appropriately.

Initiate contact with and respond to requests from patients, team members, and external agencies.

Data entry of new and temporary registrations and relevant patient information.

Manage all queries efficiently.

Monitor and maintain the reception area and notice boards.

Provide general administrative support such as scanning, copying and supporting the clinical team.

The role offers exposure to a range of administrative tasks and works closely with the practice team in a fast paced environment.

Schedule

Day shift, Monday to Friday.

Experience

• Primary Care: 1 year (required)
• Reception: 1 year (preferred)

Job responsibilities

Provide administrative support and services to all members of the practice team.

Receive, assist and direct patients to the appropriate service or healthcare professional in a courteous, efficient and effective manner.

Project a positive and friendly image to patients and other visitors, either in person or via telephone.

Manage the appointment system, ensuring familiarity with all variations and recording sufficient information during booking and recall.

Monitor the flow of patients into the waiting room and ensure an efficient reception service.

Deal with general enquiries, explain procedures and make new and follow up appointments.

Use judgment and communication skills to ensure urgent consultations are seen logically and non disruptively.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedures are completed.

Receive and make telephone calls as required; divert calls and take messages with accuracy and timely delivery.

Enter requests for home visits onto the triage screen, recording all relevant details and referring to duty doctor when necessary.

Advise patients on relevant charges for private services, accept payment and issue receipts.

Enter patient information into the computer as required.

Undertake any additional duties appropriate to the post as requested by partners or the practice manager.

Administrative tools

• Mail Manager
• Daybook
• Docman

Person Specification Experience

• Excellent customer service skills with a courteous and friendly demeanour.
• Excellent IT skills and solid knowledge of Microsoft Outlook (Excel, Word, Outlook emails, etc.).
• Strong communication and interpersonal skills.
• Strong IT and administrative abilities.
• Ability to multitask and remain calm under pressure.
• Previous experience in a healthcare or customer service setting is desirable.

Additional criteria

• Strong communication and interpersonal skills (written and verbal).
• Ability to remain calm under pressure and work in a fast paced environment.
• Competent IT skills, including use of MS Office and patient record systems.
• Empathy, discretion and a patient focused approach.
• Ability to work independently and as part of a team.
• Experience in a healthcare or customer service setting.
• Knowledge of local health, care, and voluntary services.
• Experience using VISION or EMIS clinical system.
• Understanding of care navigation or signposting frameworks (e.g. Health Education England's competency framework).

Qualifications

• GCSE level A C achieved or equivalent.
• Good standard of qualifications required.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.