Patient Services - Medical Receptionist

Voyager Family Health is a very busy GP Surgery, based in Farnborough, Hampshire. We are currently looking to recruit a part-time medical receptionist to join our friendly team.

The role will require you to provide a competent and professional quality service to our patients liaising between the GPs, other clinical staff and non-clinical staff to support the smooth running of the surgery on a daily basis.

We can offer an excellent working environment in the newly converted Farnborough Centre for Health. We have 18,000 patients and a large clinical team who are supported by our fantastic Patient Services Team.

You will be responsible for undertaking a wide range of busy reception and administrative duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

This role requires working in an extremely busy, changeable, challenging and fast paced environment, so the ability to remain calm under pressure and adapt to new ways of working is absolutely essential. General Practice is going through some really tough times at the moment, so the successful candidate needs to be positive, resilient to change and confident in handling challenging telephone calls.

The post holder must have a positive approach to work, enjoy working as part of a team and understand and demonstrate excellent customer care and communication skills.

Patient Services is made up of a team of 20 skilled receptionists who spend their time between the telephone hub, the reception desk and in the admin office. They support a team of 30+ clinicians and are a vital part of our organisation. We can offer a wonderful working environment in our new building, surrounded by a friendly team. If you are confident that you meet the criteria listed and are looking for a challenging, but rewarding role, we look forward to hearing from you.

Primary Responsibilities

a. Maintaining and monitoring the practice appointment system to a high standard to ensure smooth, efficient running of all clinics.

b. Process in-person, telephone and e-requests for appointments

c. Answer incoming phone calls & transferring them or dealing with the callers request appropriately and in a timely fashion

d. Signpost patients to the correct service

e. Process incoming and outgoing mail

f. Initiating contact with and responding to requests from patients, team members and external agencies

g. Photocopy documentation as required

h. File and store records

i. Data entry of new registrations and relevant patient information and process change of address

j. Input data into the patients healthcare records as necessary

k. Manage all queries and tasks (including administrative queries) as necessary in an efficient manner

l. Maintain a clean, tidy, effective working area at all times

m. Monitor and maintain the reception area, waiting room and notice boards keeping them tidy and up to date.

n. Support all clinical staff with general tasks as requested

o. Arrange home visits for housebound patients

p. Keep up to date with changes to protocol and ensure that all internal correspondence is read

q. Support administrative and reception staff when needed by being flexible and providing cover to other teams during staff absences

r. Complete opening and closing procedures in accordance with office protocol

Secondary Responsibilities

a. Partake in audit as directed by the Quality Lead

b. Ensure signed documents are filed accurately, ready to be collected by patients, or sent by post

c. Enable patients to have initial access to the NHS App system

d. Arrange interpretation services when requested

Person specification

Qualifications

Essential -

GCSE Mathematics & English (C or above)

Desirable

NVQ Level 2 in Health and Social Care

Experience

Essential-

Experience of working with the general public

Experience of busy administrative / receptionist duties

Desirable -

Experience of working in a health care setting

Skills

Essential-

Excellent communication skills (written and oral)

Strong IT skills

Clear, polite telephone manner

Competent in the use of Office and Outlook

Effective time management (Planning & Organising)

Ability to work as a team member and autonomously

Good interpersonal skills

Problem solving & analytical skills

Ability to follow policy and procedure

Desirable-

EMIS User skills

Personal Qualities

Essential-

Polite and confident

Flexible and cooperative

Motivated

Forward thinker

High levels of integrity and loyalty

Sensitive and empathetic in distressing situations

Ability to work under pressure

Other requirements

Essential

Flexibility to work outside of core office hours

Disclosure Barring Service (DBS) check

Job Type: Part-time
Part-time hours: 23 per week

Salary: From £10.50 per hour

Benefits:

• Company pension
• On-site parking

COVID-19 considerations:
We are following all general practice guidelines

Work Location: One location

Application deadline: 17/02/2023
Expected start date: 01/03/2023