Reception Team Member

**Grove Medical Practice**

**Reception Team Member (Part Time - 29.75 hrs per week)**

We are looking for an enthusiastic, customer-focused colleague to lead our Reception Team. Providing patient-facing support, you and your team will help patients access and navigate our services, ensuring that they are seen by the right clinician at the right time.

Great communication skills, effective team work and a flexible approach are essential for this rewarding role.

We are a friendly, proactive, newly-merged GP practice based in the heart of historic St Ives. We specialise in training (including GP Registrars, medical students and nursing students) and research. Over the last two years we have invested in our team and premises to deliver high-quality patient care. If you have a passion for primary care, we’d love to hear from you.

In return, we offer a great working environment, a varied and dynamic role, competitive pay based on skill and experience and 27 days annual leave (+ bank holidays).

Hours of work are:
Mon - 07.45 to 13:00

Tues - 07:45 to 13:00

Weds - 07:45 to 13:00

Thurs - 07:45 to 17:30 (1hr lunch)

Fri - 07:45 to 13:00

**Job Summary**:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.

**Delivering Remarkable Customer Service**

Underlining everything you do is the requirement to play your part in the delivery of remarkable customer services to our patients, internal colleagues and external stakeholders. This applies in all of your dealings. There are many elements to delivering remarkable customer service but common throughout are requirements to listen and be responsive, always ensure patient and customer messages and requests are passed on and ensure any mistakes or omissions and possible improvements that are identified are shared with your manager.

**Responsibilities**:
The duties and responsibilities to be undertaken by members of the Practice Reception Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception Team Leader/Practice Manager, dependent on current and evolving Practice workload and staffing levels:

- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
- Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Patient notes and correspondence:

- Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
- Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
- Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.
- Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
- At the start of the day when first to arrive make all necessary preparations to receive patients.
- When last to leave at the end of the day, ensure that the Reception area, main office and waiting room are left tidy and ready to receive patients the following day.
- Ensure that all new patients are registered onto the computer system promptly and accurately
- Keep the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Process patients change of address - computer data and medical records (have knowledge of Practice area).
- Chaperoning when requested to do so.
- Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

**Confidentiality**:

- In the course of seeking treat