Receptionist

NHS; Birmingham; On-site; GBP 20,000 - 30,000

Job description

To work front desk weekends to ensure patient check in is done smoothly, using current policies and protocols.

Your role would also be to engage with patients in our call centre over the phone and face to face, take down their medical issues, to report to the duty doctor for triage prior to booking appointments. You will signpost to local services, support the vulnerable and work with an incredible team very closely clinical and non clinical.

Main duties of the job

Work in a busy call centre within the practice taking calls from patients.

To be front of house on Saturdays to ensure the smooth running of patient check and queries.

Work closely with GP's, Physician associates, nurses, mental health workers and musculoskeletal practitioners.

Be empathetic, understanding, reliable, willing.

Work with the reception team to support one another.

About us

At Hall Green Health we aim to ensure our patients are at the heart of everything we do.

We have a reception team with around 28 current staff members, who are highly valued by our partners and staff members, we are the first point of call for our patients.

We support our staff with positivity, fun times/events, one to ones every month and appraisals yearly to promote supporting aims or goals you may have.

Hall Green Health has several departments, reception, secretaries, private work, Planned care team and Prescriptions team, our phone lines ensure that our patients get the right help that they require without long hold times on the phones.

We are quite advanced in our techniques and procedures, training given and updated throughout the year.

Job responsibilities

HALL GREEN HEALTH

JOB DESCRIPTION

JOB TITLE: Call Centre Agent/Receptionist

RESPONSIBLE TO: Reception Managers

ACCOUNTABLE TO: The GP Partners

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.

Your main responsibilities include:

1. Answering telephone calls and dealing with face-to-face enquiries.
2. Politely greeting patients and visitors to the surgery.
3. Scheduling appointments for patients.
4. Checking patients in.
5. Dealing with all requests in an efficient and courteous manner.
6. Screening enquiries for the doctors and medical staff.
7. Explaining the practice procedures to new patients.
8. Accurately collecting information and personal details about patients.
9. Updating the surgeries computer system with appointments and personal details.
10. Completing website requests.
11. Triage appointments through the same day team.
12. Receiving urine and blood samples and sending them off to hospital laboratories.
13. Contacting patients to pass on test results/messages to patients as instructed by medical professionals.
14. Maintaining a clean reception and waiting area to show a professional image.
15. Writing letters and correspondence on behalf of the surgery and medical staff.
16. Covering colleagues during times of annual leave.

Other Tasks:

1. Ensure building security have thorough knowledge of doors/windows/alarm.
2. Provision of refreshments for staff and visitors as required; washing up and keeping the kitchen area clean and tidy.
3. Keeping the reception area and waiting area, notice boards and leaflet dispensers tidy and free from obstructions and clutter.
4. Any other tasks allocated by managers.

Team Working:

1. Understand own role and scope in the organization.
2. Work as an effective and responsible team member, supporting others.
3. Accept delegation from other managers, prioritise own workload and ensure effective time-management strategies are embedded in own practice.
4. Participate in team activities that create opportunities to improve patient care.

Communication:

1. Communicate effectively with other members of the Primary Health Care Team.
2. Demonstrate sensitive communication styles to ensure patients are fully informed and consent to treatment.
3. Provide and receive sensitive information.
4. To understand and follow the requirements of confidentiality (including Data Protection Act and practice policy) and to refer on any queries as appropriate.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

1. Use the personal security systems within the workplace according to practice guidelines.
2. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
3. Making effective use of training to update knowledge and skills.
4. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
5. Follow Health and Safety Policies and guidelines, including fire procedures, maintaining documentation, monitoring and maintaining of equipment and furniture within your area of responsibility.
6. Understand and apply the principles of the cold chain on vaccination deliveries.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

1. Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
2. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
3. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

1. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
2. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Person Specification

Experience

• Must be able to work late Fridays until 8pm and Saturdays 8:30-5pm.
• Answering calls experience/Switchboard.
• System one required.
• IT Literate.
• Quick, fast and efficient learner.
• Good work ethic.
• Good team player.
• Ability to push yourself.
• Calm, respectful.
• Experience in primary care.
• Worked in a large team.
• Call centre experience.
• Computer knowledge.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.