Job description

Job responsibilities

Job Purpose:

To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

To project a positive and friendly image to patients and other visitors

To undertake a variety of administrative duties and assist the practice team

To facilitate effective communication between patients, members of the practice team, secondary care and other associated healthcare agencies.

Duties and responsibilities:

The list gives an overview of the duties; the specific role would be explained during training. Duties may be varied from time to time under the direction of the practice manager, dependent on current and evolving practice workload and staffing levels:

• Answering the telephone quickly and dealing with or redirecting enquiries, establishing which is the correct clinical service or professional for the patient and booking into on and off-site services accordingly.

• Processing requests for appointments, telephone consultations and E-consults

• Acting as first point of contact for dealing with patient enquiries and complaints resolving where possible and escalating to senior staff as applicable

• Greeting in a pleasant and friendly manner all callers at reception, resolving queries and assisting with check in.

• Processing requests for repeat prescriptions, new patient registration, change of address, access to online services, making appropriate checks on patient identification

• Processing and distributing mail and email

• Filing and retrieving paperwork, scanning and importing documents into the patient record with appropriate electronic filing details, data entry and coding.

• General clerical duties, including filing, photocopying and scanning documents and keeping the reception area tidy and clutter free.

• Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols when on the relevant position on rota.

• Providing cover as paid overtime for colleagues annual leave. This is with advance notice and all staff are expected to contribute a fair proportion of cover. Sickness cover may also be requested.

Confidentiality:

This role involves handling confidential and sensitive information and a strict confidentiality policy applies. Compliance with this is essential

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues and comply with Practice Policy

Policies and Procedures

The post-holder must comply with the practice policies and procedures for example Health and Safety, Infection Control, Fire Safety at a level appropriate to their role. These will be explained during training. The above list is not exclusive

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in statutory and mandatory training for example Fire Training
• Participation in an annual individual performance review/appraisal
• Participation in training for service development and team meetings

Please note it will sometimes be necessary to attend training and meetings on days other than normal working days for which overtime will be paid.

Job responsibilities

Job Purpose:

To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

To project a positive and friendly image to patients and other visitors

To undertake a variety of administrative duties and assist the practice team

To facilitate effective communication between patients, members of the practice team, secondary care and other associated healthcare agencies.

Duties and responsibilities:

The list gives an overview of the duties; the specific role would be explained during training. Duties may be varied from time to time under the direction of the practice manager, dependent on current and evolving practice workload and staffing levels:

• Answering the telephone quickly and dealing with or redirecting enquiries, establishing which is the correct clinical service or professional for the patient and booking into on and off-site services accordingly.

• Processing requests for appointments, telephone consultations and E-consults

• Acting as first point of contact for dealing with patient enquiries and complaints resolving where possible and escalating to senior staff as applicable

• Greeting in a pleasant and friendly manner all callers at reception, resolving queries and assisting with check in.

• Processing requests for repeat prescriptions, new patient registration, change of address, access to online services, making appropriate checks on patient identification

• Processing and distributing mail and email

• Filing and retrieving paperwork, scanning and importing documents into the patient record with appropriate electronic filing details, data entry and coding.

• General clerical duties, including filing, photocopying and scanning documents and keeping the reception area tidy and clutter free.

• Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols when on the relevant position on rota.

• Providing cover as paid overtime for colleagues annual leave. This is with advance notice and all staff are expected to contribute a fair proportion of cover. Sickness cover may also be requested.

Confidentiality:

This role involves handling confidential and sensitive information and a strict confidentiality policy applies. Compliance with this is essential

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues and comply with Practice Policy

Policies and Procedures

The post-holder must comply with the practice policies and procedures for example Health and Safety, Infection Control, Fire Safety at a level appropriate to their role. These will be explained during training. The above list is not exclusive

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in statutory and mandatory training for example Fire Training
• Participation in an annual individual performance review/appraisal
• Participation in training for service development and team meetings

Please note it will sometimes be necessary to attend training and meetings on days other than normal working days for which overtime will be paid.

Person Specification

Qualifications

Essential

• Good standard of general education
• Numerate and literate to GCSE grade 4 or equivalent in English and Maths

Desirable

• GCSE grades 4 or equivalent in English, Maths and 3 other subjects

Experience

Essential

• Experience of working with the public
• Experience of working as a receptionist and/or telephonist
• Experience of clerical work
• Computer Literate

Desirable

• Previous NHS experience
• Experience of working in a GP Practice
• Experience of EMISWeb clinical system
• Data entry experience
• Experience of working with confidential information

Knowledge and Skills

Essential

• Excellent keyboard skills
• Able to follow policies and procedures
• Able to use initiative (and judgement to know when to do so)
• Able to work without close supervision
• Able to work with close attention to detail
• Able to use email
• Can communicate effectively, both orally and in writing
• Polite and effective telephone call handling
• Can work well in a team
• Able to prioritise and organise own work
• Able to work under pressure and remain calm

Qualifications

Essential

• Good standard of general education
• Numerate and literate to GCSE grade 4 or equivalent in English and Maths

Desirable

• GCSE grades 4 or equivalent in English, Maths and 3 other subjects

Experience

Essential

• Experience of working with the public
• Experience of working as a receptionist and/or telephonist
• Experience of clerical work
• Computer Literate

Desirable

• Previous NHS experience
• Experience of working in a GP Practice
• Experience of EMISWeb clinical system
• Data entry experience
• Experience of working with confidential information

Knowledge and Skills

Essential

• Excellent keyboard skills
• Able to follow policies and procedures
• Able to use initiative (and judgement to know when to do so)
• Able to work without close supervision
• Able to work with close attention to detail
• Able to use email
• Can communicate effectively, both orally and in writing
• Polite and effective telephone call handling
• Can work well in a team
• Able to prioritise and organise own work
• Able to work under pressure and remain calm

Employer details

Employer name

Cookham Medical Centre

Address

Cookham Medical Centre

Lower Road

Cookham

Maidenhead

Berkshire

SL6 9HX

Employer's website

https://www.cookhammedicalcentre.co.uk/ (Opens in a new tab)