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Reception Support Specialist

2 months ago

Bridport, Dorset, United Kingdom Ammonite Health Partnership Full time
Job Summary

We are seeking a highly organized and detail-oriented individual to join our team as a Client Service Associate. This role will be responsible for providing exceptional customer service to our patients, managing the practice appointment system, and supporting the clinical team with administrative tasks.

Key Responsibilities
  • Appointment Management
    • Monitor and maintain the practice appointment system to ensure efficient scheduling and minimize wait times.
    • Process personal, telephone, and e-consultations for appointments in a timely and accurate manner.
  • Customer Service
    • Answer incoming phone calls, transfer calls, or deal with caller requests in a professional and courteous manner.
    • Signpost patients to the correct service or department to ensure they receive the necessary support.
  • Administrative Support
    • Initiate contact with and respond to requests from patients, team members, and external agencies in a timely and efficient manner.
    • Photocopy documentation as required and maintain accurate records.
    • Data entry of new and temporary registrations and relevant patient information as required.
    • Input data into patient healthcare records as necessary.
    • Direct requests for information, such as SAR, insurance, or solicitors' letters, to the administrative team.
    • Manage all queries in an efficient manner and maintain a clean, tidy, and effective working area at all times.
    • Monitor and maintain the reception area and notice boards to ensure a welcoming environment for patients.
    • Support all clinical staff with general tasks as requested.
  • Secondary Responsibilities
    • Support colleagues by providing cover during staff absences and ensuring continuity of service.
    • Scan patient-related documentation and attach scanned documents to patient healthcare records.
    • Complete opening and closing procedures in accordance with the duty rota.
    • Support the management of repeat prescriptions, ensuring they are processed accurately and efficiently.
    • Order and monitor stationery supplies to maintain a well-stocked and organized workspace.
    • Process payments for prescriptions and non-NHS services.
    • Support the management of medical records in/out and hand out scripts as required.
    Generic Responsibilities

All staff at Ammonite Health Partnership have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being, and safety. You have a duty to take reasonable care of health and safety at work for you, your team, and others, and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999, and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.

It is essential that if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice, all personnel are to complete a practice induction programme; this is managed by the HR Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude, and competences to perform their role.

All staff will be required to partake and complete mandatory training as directed by the HR Manager, as well as participating in the practice training programme.

Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career, and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognize the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff must adhere to the information contained within practice policies and regional directives, ensuring protocols are adhered to at all times.

Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At Ammonite Health Partnership, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform, while clinical staff must dress in accordance with their role.