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GP Practice Receptionist Team Member

2 months ago

Penrith, Cumbria, United Kingdom The Lakes Medical Practice Full time

About the Role

We are seeking a highly skilled and experienced Receptionist and Call Handler to join our team at The Lakes Medical Practice. As a key member of our Practice Support Team, you will be responsible for providing exceptional patient care and administrative support to our patients and staff.

Key Responsibilities

  • Answer incoming calls in a timely, polite, and patient-focused manner
  • Take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS
  • Search computerized patient records, checking patient details and patient confidentiality
  • Identify callers requiring an immediate emergency response and escalate the calls to the clinical team as per protocol
  • Direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator
  • Deal with patient enquiries in relation to results, and book appointments when required
  • Maintain confidentiality at all times, with particular reference to patient confidentiality and Data Protection Act
  • Advise the Team Leader of any problems and take appropriate action as directed
  • Contribute to the continuous improvement of service provision, communicating service user feedback to the Team Leaders where appropriate
  • Ensure that at the end of shift working areas are left clean and tidy
  • Perform any other relevant duties that may be dictated by the changing needs of the service
  • Provide ad hoc Receptionist cover
  • Participate in practice meetings, in training, and other activities
  • Process requests for appointments, visits, and telephone consultations, and ensure patients are directed to the appropriate healthcare professional
  • Process and distribute incoming (and outgoing) mail. Take mail to the post office.
  • Take messages and pass on information
  • Provide and receive routine information, to inform work colleagues, patients, and clients
  • Receive sensitive information and ensure this information is relayed correctly
  • Exchange information with patients, relatives, and staff on a variety of departmental matters and procedures

Person Specification

  • Experienced and competent in the use of Word, Excel, PowerPoint, Outlook Microsoft Office systems
  • Experience in a GP practice or other healthcare setting (desirable)
  • Grade 3/4 GCSE English or equivalent
  • NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role (desirable)