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Senior Receptionist/care Navigator

7 months ago

Bury St Edmunds, United Kingdom Primary Care Careers Full time

**About the Role**:
Angel Hill Surgery has an opportunity for a senior receptionist to join our team on a full-time basis.

There is more to our receptionist roles than answering the phone and making appointments. In this essential front-line role at the practice, receptionists help patients to access the right services, assist with keeping health records accurate and up-to-date, and ensure that appointment bookings are well-managed.

The main responsibilities of the role include:

- Maintain current care navigation standards as authorised
- Maintain reception guides
- Maintain reception standards and overall professional standards
- Maintain waiting room standards with social prescriber, nurse manager and reception staff
- Ensure bank holiday, vaccination clinics and surgery closures are displayed appropriately, with the operations manager/practice manager and organise staff as required.
- Ensuring staff training has been completed
- With the care co-ordinators and/or operations manager arrange additional reception cover when campaigns are being sent out that requires an appointment to be booked. Ensure staff read the latest policies and procedures assigned to them
- Plan and arrange staff training for duties within reception
- Disseminate information to all reception staff
- Review the abusive patients' book and bringing to the attention of management or partner any that require further action.
- Arrange and undertake induction training with staff into reception
- Act at the initial point of contact for patients who are complaining
- Undertake return to work interviews for staff who were off for anything other than annual leave
- With the practice manager and operations manager, discuss members of staff for their 'end of probationary, and their annual appraisal
- Attend meetings as requested
- Reception staff rota - including holiday authorisation and cover for short notice absence
- Doctor rota - including authorising holiday, highlighting reduced capacity, managing changes to clinic,
- Nursing rota
- Room rota
- Excellent communication skills, with a clear and polite telephone manner
- Ability to work in a polite, confidential and discreet manner, respecting patients at all times
- Experience of working with the general public, being sensitive and empathic in distressing situations
- Confidence to work as part of a team and ability to "think on your feet"
- Strong IT and administration skills
- Previous medical or healthcare receptionist experience is desirable.

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

**About Us**:
Angel Hill Surgery is a practice in the centre of Bury St Edmunds. Who serve our 14,200 patients with a highly motivated and dedicated team of healthcare professionals. With our 5 GP partners, we have 6 salaried GPs, 3 advance care practitioners (one who is a visiting paramedic), a practice nursing team of 6 and a full dispensing and administrative team. We are a training practice and we always have at least 2 trainee GPs working in the practice. We also have a full education programme and multi-discipline team meetings. We offer the NHS pension scheme.

**Disclosure and Barring Service Check