Receptionist

This is an exciting opportunity for an enthusiastic and pro-active receptionist to join the team based at Walton Medical Centre, on a part-time basis of 16 hours per week.

Our GPs, nurses and clinical teams don’t exist in isolation. For effective patient care we need a strong and supportive administration team, who keep each branch operating at its best and most efficient. The role of a receptionist is critical to the smooth day to day running of the practice, and the focus is on supporting patients to access the appointment most suited to their needs and responding to all queries in a timely manner.

Reception duties:

• Answering the telephone in a polite and professional manner with a focus on supporting patients to access the appointment most suited to their needs and responding to all queries in a timely manner.  Receive and make calls as required.  Take messages as appropriate. 
• Efficient use of the appointment system, booking appropriate clinicians including extended access (EA) appointments, booking into the correct appointment and times.  Recording sufficient and accurate information. 
• Liaising professionally between clinical, admin staff, patients, and other agencies to carry out appropriate tasks including but not exclusively:  patient access requests, how to use on line services/portals, copies of text results and letters 
• Completing tasks in a timely manner, accurately and ensuring actions are communicated between patients and other agencies, reporting any issues arising to a senior member of staff 
• Processing post (incoming and outgoing) including liaising with Workflow and Courier, other services as required, maintaining confidentiality and ensuring data breaches are minimised 
• Actioning prescription requests accurately, timely and in line with current policy 
• Provide results to patients on request of clinicians as indicated on tasks and email, giving basic information with no elaboration.  Escalating any additional request for information to an appropriate clinical member of the team. 
• Ensuring that new registrations are dealt with in a timely manner and that all information entered onto the clinical system is accurate with a focus on attention to detail.  Any gaps in information are followed up and actioned immediately 
• Explaining practice policies to a new patient and those requiring temporary registrations following the current guidance issued 
• Scanning documents and appropriate records accurately and in a timely manner into the clinical systems ensuring that the documents are legible 
• Liaising with the advanced nurse practitioner (ANP) and care homes regarding ward rounds 
• Giving out and receiving specimens following the strict procedures in place 
• Advising patients of charges for private services, accepting payment and issuing receipts  
• Responding to all queries and requests for assistance escalating to senior team members to reduce the risk of incidents and complaints 
• Entering requests for home visits and late calls onto the computer including all relevant information and where necessary refer to the duty doctor 
• Ensuring reception and waiting areas are kept tidy and free of debris.  Reporting all health and safety issues to an appropriate member of staff 

This list is not exhaustive and may be subject to change at request of the practice manager and GP partners.

You will have a good standard of education including maths and English, and have experience of working and providing customer services.  Ideally you will have GP reception experience and prescription work and it would be beneficial if you have experience working within primary care, however this is not essential.   

You will need to have strong IT skills and be able to use computer based systems.  Experience of SystmOne would be desirable, however full training will be given to a suitable candidate. 

You will have excellent communication skills both written and orally, and have good social skills.  You will have a friendly and positive approach towards patients and other visitors either in person or over the telephone.  

Some flexibility is required, as you will sometimes need to work additional or alternative hours to cover for colleagues.