Receptionist/Administrator

The Receptionist is the first point of contact for patients contacting the surgery.

The role is to optimise the patients journey and to be an ambassador for the practice.

The purpose of the post holder is to welcome patients to the Practice when presenting in person the reception desk or on the telephone, To take every opportunity to ensure that patients are welcomed, dealt with appropriately or are signposted and managed correctly.

This is a customer facing AND some admin work.

16- 20 hours a week.

From £11.44 per hour

Previous experience in a GP Practice is desired within the role.

Start Date: Immediately

CQC Rating November 2018: Outstanding

Main Duties

To provide clear and concise information to patients and understand the importance of discretion and confidentiality.

To have good communication skills and a calm manner.

To be able to put patients at ease and give them opportunity to explain their needs.

After appropriate training, employ a variety of questioning techniques in order to develop a full picture of the nature of the patient's problem.

Identity potentially serious problems and bring those to the immediate attention of the appropriate clinician.

For less serious problems identity and agree an appropriate timeframe for the patient to be seen with the appropriate clinician.

Build strong relationships with all team members, clinicians and recognise that healthcare professionals in the Practice are a resource to be used appropriately.

Develop and maintain an in depth knowledge and understanding of the services provided by the Practice and in the wider health community; be able to use this knowledge to guide the patient to the service which is most likely to meet their needs.

With training and support, to be able to distinguish real priorities from cases of unnecessary panic, to be able to reassure and manage these situations.

Demonstrate assertiveness without being domineering and have the ability to gain the confidence of the caller (projecting confidence and sensitivity).

Support the Practice in developing approved business changes that include process improvements, and assist in embedding these into daily operations/contribute to increasing clinical effectiveness.

Assist in the timely production of relevant information for patients, clinicians and third party services.

Engage in regular supervision with GPs and Advanced Nurse Practitioners to get direction and support for the role.

Experience / Skills

Essential

Strong Customer Service awareness including strong communication skills

To possess empathy/a caring nature

Be a logical thinker who can provide a rationale for decisions made

Flexible team player who recognises the value and importance of working within a team and getting the job done

IT Skills

Desirable

Experience in Primary Care

Experience in other public facing roles especially NHS roles

Strong analytical and influence skills

Job Types: Part-time, Contract

Pay: From £11.44 per hour

Expected hours: No less than 16 per week

Benefits:

• Company pension

Schedule:

• 10 hour shift
• Monday to Friday

Experience:

• Primary care: 1 year (preferred)

Work Location: In person

Application deadline: 17/05/2024