Job summary

To be responsible for

undertaking a wide range of reception duties and the provision of general support

to the multidisciplinary team. Duties will include but are not limited to, greeting

and directing patients, effective use of the appointment system, booking

appointments, processing of information 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.

Main duties of the job

Service of patients enquiries in a helpful and sympathetic manner, via face to face, email and over the telephone.
Handle general enquiries referring where necessary.
Make new and follow-up appointments.
Accept and record messages for the Practice Nurses, GPs and other

members of staff.

Record requests for repeat prescriptions.
Record requests for home visits and contact the duty doctors with late

calls.

Record payments received from patients for private services e.g. immunisations,

private prescriptions, private medical certificates etc.

About us

Essex House Surgery aims to provide high quality health care in a safe,

responsive, courteous and effective way. Our goal is to provide a wide range of

quality, evidence-based, accessible primary care services in environment that

supports and promotes learning, team work and good communication. Our staff are

committed to providing the best care possible and to involving patients in

decisions about their care. We aim to treat all patients with dignity and

respect, providing the same care irrespective of race, gender, religion, age or

medical condition. Our overarching aim is to treat our patients and

colleagues in a way we would want members of our own families to be treated.

Job responsibilities

Maintaining and

monitoring the practice appointment system.

Process personal,

telephone and e-requests for appointments.

Answer incoming phone

calls, transferring calls or dealing with the callers request appropriately.

Deal with incoming

emails and web requests, redirecting or dealing with the request appropriately.

Signpost patients to

the correct service.

Initiating contact

with and responding to, requests from patients, team members and external

agencies face to face, by telephone and electronically.

Read code data on Vision.
Photocopy

documentation as required.

Issue acute

prescriptions and reprint lost prescriptions.

Data entry of new and

temporary registrations and relevant patient information as required.

Input data into the

patients healthcare records as necessary.

Participate in health

promotion activities, and promotion of online and other services.

Scanning of patient

related documentation and attaching scanned documents to patients healthcare

records.

Generate and send

correspondence to patients and external agencies via letter, email and e-referral

service (eRS).

Direct and deal with requests

for information i.e.SAR, insurance / solicitors letters and DVLA forms.

Contact helpdesk for

support when necessary.

Attend meetings and

training when required.

Manage all queries as

necessary in an efficient manner.

Maintain a clean,

tidy, effective working area at all times.

Monitor and maintain

the reception and waiting areas and notice boards.

Loading and unloading

dishwasher.

Preparing rooms for

meetings, including refreshments when necessary.

Support all clinical and

administrative staff with general tasks as requested.

Ensure all rooms and

admin areas are adequately stocked with stationery supplies and forms.

Person Specification

Qualifications

Essential

Excellent communication skills (written and oral).
Strong IT skills.
Clear, polite telephone manner.
Competent in the use of Office.
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.
Flexible and cooperative.
Can do, will do attitude and approach.
Sensitive and empathetic in distressing situations.
Ability to work under pressure.

Desirable

Educated to GCSE level or equivalent.
GCSE Mathematics & English (C or above).

Experience

Essential

Experience of working with the general public.
Experience of administrative duties.

Desirable

Experience of working in a health care setting.

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.

Employer details

Employer name

Essex House Surgery

Address