Job summary
St Mary Street Surgery is a small-medium sized practice located in Thornbury.
We are looking for someone who is friendly and warm to join our existing reception team on a fixed term basis to cover maternity from 1st July 2024 until May 9th 2025.
The successful candidate will need excellent customer service skills together with good literacy skills as you will need to record information accurately. We are looking for someone who is prepared to get stuck in as we are a very busy surgery.
Main duties of the job
Our reception team is pivotal to our service. The team's aim is to support and navigate our patients to the most appropriate health care professional, at the right time and in the right place. Our team spends a lot of time on the telephone so a good telephone manner is paramount. The nature of our business is such that people are seeking help from us so empathy and compassion are also important traits to possess. The successful candidate will need to be able to communicate well to patients and staff of all levels and will be a team player.
About us
We are a friendly, social bunch and fair well in the annual GP Patient Survey.
We are a GP training practice with 3 of our 4 Partners registered as trainers. Therefore, we commonly have at least one learner with us at any given time. In addition, we are supported by 2 part time salaried GPs, 2 Nurse Practitioners, a highly successful nursing team and a dedicated and supportive administrative team.
Job description
Job responsibilities
Primary responsibilities.
- Deal courteously with patients face to face and on the telephone.
- Working as part of a friendly team on a rota basis.
- To answer incoming telephone calls promptly and professionally.
- Take accurate messages from patients requesting a home visit and prepare printed summary including a care plan if available.
- Book various appointments or telephone consultations for patients.
- Provide patients with the relevant information about the standard care pathways.
- Process repeat prescription requests, update patient medication in accordance with the practice protocol.
- Scanning of incoming patients letters.Read and act on relevant information within the letter before scanning and posting to a Doctor/Nurse.
- Accurately check and post Lab Links results in accordance with the practice protocol.
- Provide patients with up to date leaflets and information when requested.
- Register new patients or temporary residents. Enter details onto the in house computer system to provide clinicians with timely access to a patients record.
- Collect monies on behalf of the practice in respect to private medicals/foreign visitors etc. record the amount received and store in a secure area.
- Understand and comply with the in-house complaints procedure. To be aware of the comments and suggestions box and act appropriately with the information provided by the patient.
Deal with difficult patients/situations in a professional manner.
Since customer service is paramount, staff/clinicians are required to deal with patients in an efficient and courteous way at all times as representatives of the practice.
- To cover any other administrative roles in the practice as and when necessary.
- Maintain a code of strict confidentiality when dealing with patients, patients records and other clinically related matters.
- Comply with agreed Policies and Procedures in line with the Data Protection Act 1918 and the Caldicott Guardian.
- Report immediately all accidents, incidents and dangerous occurrences and complaints to the Reception Supervisor.
- All practice staff should be aware of their responsibilities under the Health and Safety at Work Act 1974.
- The practice is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
Job description
Job responsibilities
Primary responsibilities.
- Deal courteously with patients face to face and on the telephone.
- Working as part of a friendly team on a rota basis.
- To answer incoming telephone calls promptly and professionally.
- Take accurate messages from patients requesting a home visit and prepare printed summary including a care plan if available.
- Book various appointments or telephone consultations for patients.
- Provide patients with the relevant information about the standard care pathways.
- Process repeat prescription requests, update patient medication in accordance with the practice protocol.
- Scanning of incoming patients letters.Read and act on relevant information within the letter before scanning and posting to a Doctor/Nurse.
- Accurately check and post Lab Links results in accordance with the practice protocol.
- Provide patients with up to date leaflets and information when requested.
- Register new patients or temporary residents. Enter details onto the in house computer system to provide clinicians with timely access to a patients record.
- Collect monies on behalf of the practice in respect to private medicals/foreign visitors etc. record the amount received and store in a secure area.
- Understand and comply with the in-house complaints procedure. To be aware of the comments and suggestions box and act appropriately with the information provided by the patient.
Deal with difficult patients/situations in a professional manner.
Since customer service is paramount, staff/clinicians are required to deal with patients in an efficient and courteous way at all times as representatives of the practice.
- To cover any other administrative roles in the practice as and when necessary.
- Maintain a code of strict confidentiality when dealing with patients, patients records and other clinically related matters.
- Comply with agreed Policies and Procedures in line with the Data Protection Act 1918 and the Caldicott Guardian.
- Report immediately all accidents, incidents and dangerous occurrences and complaints to the Reception Supervisor.
- All practice staff should be aware of their responsibilities under the Health and Safety at Work Act 1974.
- The practice is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
Person Specification
Qualifications
Essential
- GCSE English (grade c or above)
- At least three other (grade c or above)
Desirable
- European Computer Driving Licence
Experience
Essential
- Good Customer Service Skills
- Ability to perform accurate data input/output
- Answering the telephone in a professional and friendly manner
- IT Skills
- Good observational skills
- Ability to record information accurately
Desirable
- Health sector or retail experience.
Personality
Essential
- Empathy with People
- Can communicate and relate to others easily
- Reliable and flexible team player
- Organised
- Use initiative
- Maintain confidentiality
- Sense of humour
Desirable
- Positive attitude to work
Person Specification
Qualifications
Essential
- GCSE English (grade c or above)
- At least three other (grade c or above)
Desirable
- European Computer Driving Licence
Experience
Essential
- Good Customer Service Skills
- Ability to perform accurate data input/output
- Answering the telephone in a professional and friendly manner
- IT Skills
- Good observational skills
- Ability to record information accurately
Desirable
- Health sector or retail experience.
Personality
Essential
- Empathy with People
- Can communicate and relate to others easily
- Reliable and flexible team player
- Organised
- Use initiative
- Maintain confidentiality
- Sense of humour
Desirable
- Positive attitude to work
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.