Lead Receptionist

Job summary

West Moors Village Surgery

Lead Receptionist

Are you experienced in a supervisor role and ready to take the next step? If so, we are looking for a Lead Receptionist to guide our kind, hardworking and sometimes a little mad team through the daily responsibilities of being a GP receptionist.

Previous experience within a GP practice &/or supervisory role is essential. You should be robust enough to thrive in this crazy busy environment, be prepared to step in where needed, deal with unhappy patients, have excellent customer care skills and a keen eye for detail and accuracy.

Candidates will have IT and keyboard skills and must be able to work under pressure and demonstrate exceptional team working skills.

Flexibility to cover for holidays and sickness is essential.

Hours that are required and are non-negotiable

Monday 7.30am 1.00

Tuesday 7.30am -1.00

Wednesday 8.00am-5pm 1 hour for lunch

Thursday 8.00am 5.30pm 1 hour for lunch

If you have a sense of humour, have a professional attitude, can be flexible and are committed to working with our fun and hardworking team, you will fit in well and we would love to hear from you.

Hourly rate will start at £14.00 and reviewed on successful completion of a 6-month probation period.

Please do not delay applying for this vacancy as interviews will be held prior to the closing date if suitable applications are received, we reserve the right to close the advert early.

Main duties of the job

The role of Lead Receptionist is to provide a point of contact for patients and act as a focal point of communication between Patients Doctors and other medical staff -. To provide general assistance to the practice team and project a positive and friendly image to patients and other visitors.

About us

West Moors Village Surgery is in the heart of the community providing healthcare to 5400 patients. We are a training practice and we like to empower our workforce, supporting you to develop to your fullest potential, as well as partnering with patients to take shared responsibility for their healthcare.

Job responsibilities

DUTIES AND RESPONSIBILITIES:

1. RECEPTION DUTIES:

• Ensure total familiarity with the appointment system and utilise to make new and follow up appointments, ensuring accuracy in selecting the correct patient.
• Efficiently monitor flow of patients into consulting and treatment rooms.
• Ensure that patients without appointments but who need 'urgent consultation' are seen in a logical and non-disruptive manner.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are followed. Register temporary patients to the practice entering their details onto system as per protocol.

Respond to all general enquiries, queries and requests for assistance from patients and other visitors. Liaise with patients adhering to strict confidentiality procedures on behalf of doctors.

Direct/signpost patients to the most appropriate route for care under the guidance of the accountable clinician and relevant protocols and guidelines.

Monitor and enter information into duty doctor triage surgeries to ensure smooth flow of requests for visits and same day appointments.

Receive and make telephone calls as required. Transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Accept samples for testing at the Practice or for sending to the lab in accordance with Practice Protocols.

Ensure reception and waiting areas are kept neat and tidy.

Carry out administrative duties as per receptionist protocols.

Undertake mandatory training for patient resuscitation procedures.

2. OPERATION OF TELEPHONE SYSTEM:

Receive and make calls as required. Divert calls and take messages as appropriate.

Ensure that system is operational at the beginning of each day and connected to out of hours service at the end of each day.

3. START AND END OF DAY PROCEDURES:

• Open premises at the start of day, turn off alarm and make all necessary preparation to receive patients.
• Secure premises at end of day, ensure the building is totally secured, internal lights off and alarm activated.
• During extended hours surgeries ensure safety protocols are adhered to.

4. PRESCRIPTIONS

• To be able to work methodically and accurately with the ability to self-motivate, organise and prioritise own workload.
• To receive prescription requests in person, from pharmacies, via post, email and Systm Connect
• To accurately process all relevant repeat prescriptions within 48 hours of receipt, ensuring compliance with practice protocol.
• Deal with prescription queries from patients, nursing homes and other practice staff.
• To ensure that all prescription queries are passed to the appropriate person as soon as possible for the relevant action.
• An ability to use own judgment, resourcefulness and common sense.

5. SYSTM CONNECT

• To receive and process all request from Systm Connect throughout the day.
• Distribute to the relevant clinician or Members of staff
• Process any medication request in the normal way.

6. ANY OTHER DELEGATED DUTIES CONSIDERED APPROPRIATE TO THE POST AND SPECIAL REQUIREMENTS OF THE POST:

• An understanding, acceptance and adherence to the need for strict confidentiality.
• Flexibility required to meet business needs which may require working different shifts/hours
• An ability to use own judgment, resourcefulness, common sense and local knowledge, to respond to patients' enquiries and requests.
• Excellent communication skills.
• An attribute of attention to detail and awareness to ensure that information is correctly applied to patient records.
• Adhere to the Staff Handbook.

Person specification

Experience

Essential

• Experience in customer service and dealing with the General Public

Desirable

• Reception experience

Skills

Essential

• Good Interpersonal skills
• An understanding and calm persona.
• Patience

Desirable

• Basic IT Skills
• a knowledge of Systm One

Qualifications

Essential

• GCSE in English and Maths

Desirable

• Computer Skills Knowledge of Word and Excel