Customer Service Representative

2 weeks ago

Birmingham, Birmingham, United Kingdom The Hawthorns Surgery Full time

About The Hawthorns Surgery

We are a dynamic and forward-thinking General Practice with a list size of 11,000 patients, led by 6 GP partners, including a specialist in ENT, a salaried GP, 2 regular Locum GPs, a Nursing and Pharmacists Team, Reception, Admin, and Management.

We are an advanced Training Practice for GP Registrars and also teach medical students in partnership with Birmingham University.

The Practice provides in-house Minor Surgery, Physio (FCP), and GPwSI ENT services.

We are committed to maintaining a personal list system, which research has proven to be best practice.

Job Summary

We are seeking a confident and enthusiastic Customer Service Representative to join our team at The Hawthorns Surgery. As a key member of our Reception Team, you will provide an exceptional patient experience, ensuring a smooth and efficient service.

Main Responsibilities

  • Ensure an effective and efficient Reception service is provided to patients and visitors.
  • Deal with general inquiries, explain procedures, and make new and follow-up appointments.
  • Use your judgment and communication skills to ensure patients with urgent consultations are seen in a logical and non-disruptive manner.
  • Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover.
  • Receive and make telephone calls, divert calls, and take messages via the Day Book.
  • Enter requests for home visits into the visit book and refer to the Duty Doctor when necessary.
  • Give out results to patients after the Doctor has actioned.
  • Handle post, advise patients of relevant charges, accept payment, and issue receipts.
  • Enter patient information onto the computer and retrieve and re-file records as required.
  • Ensure the Reception and waiting areas are kept tidy.

Person Specification

  • Qualifications
    • Essential
      • A basic standard of education to secondary school level.
      • Knowledge of confidentiality and its application.
    • Desirable
      • A minimum of 5 GCSEs or equivalent.
      • Involvement in activities that involve teamwork and social interaction with people.
  • Experience
    • Essential
      • Experience of working in General Practice or a Healthcare Environment.

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