Receptionist/Telephonist/ AdministratorNHS

Job summary

This is an exciting opportunity to join a dynamic and forward-thinking practice. Corner Place Surgery is a well-established practice of over 16,000 patients in the heart of Paignton. We take pride in delivering high quality care whilst maintaining sustainable working conditions for the whole team. We are friendly, hardworking and innovative and enjoy working together and have an experienced team with an excellent clinical skill mix of 8 Partners, 4 Salaried GPs, Clinical Pharmacists, 2 Advanced Nurse Practitioners, a Paramedic and a highly trained nursing team, along with a supportive and dynamic administration team.

We are looking for 2 Receptionist / Telephonist/ Administrator with a caring nature and proactive professional manner to provide a high standard of care for our patients. This is a fantastic opportunity for someone with good communication skills, and a commitment to working as part of a strong and effective team.

Main duties of the job

• To follow practice protocols in relation to appointments, telephone contact, messages, requests for home visits, repeat prescriptions and all other patient contact.
• To ensure that all contact with patients is done in a sensitive way with a high level of customer service skills, taking into account that patients, their relatives and carers may be distressed at times.
• Telephones are to be answered promptly and politely and within the protocols of the practice.
• To make, change and delete appointments as appropriate, whilst taking into account the needs of the clinical team.
• To direct patients where appropriate to the correct part of the surgery in a timely manner and keep a watching brief on the situation around clinic delays etc. to inform patients attending appointments.
• To inform patients of payments to be made for non NHS services and receive and record such payments.
• Photo copying as necessary
• Register patients correctly, accurately, including the completion of all paperwork and computer records, for New Babies, fully registered patients and Temporary Residents.
• To handle prescription requests accurately and follow practice protocol.
• Taking responsibility for all messages that you have taken until they have been actioned. Make sure they are appropriate, accurate, passed to the right person and dealt with by you where possible.

Job description

Other related duties:

• To manage data and information systems including Emis, NHS Email etc.
• To proactively contact patients to pass on information from the clinical staff relating to appointments or information.
• To handle specimens to go to pathology labs as appropriate, taking care with accurate labelling and appropriate handling.
• To cover your colleagues workload when they are away
• Chase referrals, results etc for patients and other duties requested by the GPs
• Assist with opening and closing the practice at the start and end of the day.

Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

About us

Communication and Working Relationships:

• Day to day contact with patients in response to queries and to pass messages to clinical staff, make appointments etc.
• Able to manage day to day contact with patients, their relatives and carers who may at times be distressed or act unreasonably.
• Able to be objective and helpful when managing patient enquiries and making / changing appointments or chasing results.
• To work as an integral part of the whole practice team.

All postholders are expected to:

• Adhere to practice policies and procedures (e.g. Health and safety)
• Familiarise themselves with the practice staff handbook
• Maintain personal and professional development in order to maintain their skill levels and participate in the appraisal process and any training and development that is recognised and agreed with the line manager
• Respect the confidentiality of patients and colleagues and the practice as a whole. All staff are expected to adhere to the Data Protection Act 1998
• Respect and adhere to corporate and clinical governance principles

This job description is not definitive or exhaustive, and may be reviewed in the light of changing circumstances at a personal or organisational level. Any changes will be made in consultation with the post holder through the appraisal and review process.