- Understand that barriers to communication may include anxious patients, cultural differences, language or other communication difficulties
- Participate in team meetings and staff training, which may fall outside of normal working hours (Time will be paid for attendance at normal hourly rate)
- Work collaboratively with colleagues both internal and external to the practice.
- Ensure collaborative working within the practice and the locality to share good practice and make best use of skills and knowledge
- Experienced and competent in the use of Word, Excel, PowerPoint, Outlook Microsoft Office systems
- Experience in a GP practice or other healthcare setting
- 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
GP Practice Call Handler/Receptionist Full or Part Time - Penrith, United Kingdom - The Lakes Medical Practice
2 weeks ago
Description
Job summary
GP Practice Call Handler/Receptionist
Rota Pattern:
Hours will be on a rota and will be Monday to Friday between with occasional Saturday working on a rota.
Post holders must be flexible to change days/hours if required.
As a Call Handler/Receptionist you are the first port of call for all incoming communication within an active and busy GP practice. You will be responsible for liaising with the practice team, patients, hospitals, care homes and third party organisations.
Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be a requirement to cover the reception desk on an ad hoc basis.
Main duties of the job
To answer phones to incoming calls in a timely,polite, and patient focused manner
To take telephone calls from patients and accuratelymake/cancel appointments and record all essential information on EMIS.
On receipt of patient call, search computerisedpatient records, checking patient details and patient confidentiality.
Identify callers requiring an immediate emergencyresponse and escalate the calls to clinical team as per protocol.
To direct patients over the phone to the appropriateprofessionals or services through signposting or direct to the care navigator
Deal with patients enquiries in relation toresults, and book appointments when required
Cover the reception front desk as required
Maintaining confidentiality at all times withparticular reference to patient confidentiality and Data Protection Act
Advise the Team Leader of any problems and takeappropriate action as directed
About us
We are a 2 partner GP practice based in Penrith, serving over 11'300 patients, rated CQC Outstanding and we are also a training practice.
This role is based within our Practice Support Team (PST) consisting of: Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team.
Job descriptionJob responsibilities
To answer phones to incoming calls in a timely,polite, and patient focused manner
To take telephone calls from patients and accuratelymake/cancel appointments and record all essential information on EMIS.
On receipt of patient call, search computerisedpatient records, checking patient details and patient confidentiality.
Identify callers requiring an immediate emergencyresponse and escalate the calls to clinical team as per protocol.
To direct patients over the phone to the appropriateprofessionals or services through signposting or direct to the care navigator
Deal with patients enquiries in relation toresults, and book appointments when required
Maintaining confidentiality at all times withparticular reference to patient confidentiality and Data Protection Act
Advise the Team Leader of any problems and takeappropriate action as directed
Contribute to the continuous improvement of serviceprovision communicating service user feedback to the Team Leaders whereappropriate
To ensure that at the end of shift working areas areleft clean and tidy
To perform any other relevant duties that may bedictated by the changing needs of the service
To provide ad hoc Receptionist cover
Participate in practice meetings, in training andother activities
Processing requests for appointments, visits andtelephone consultations, and ensuring patients are directed to the appropriatehealthcare professional
Processing and distributing incoming (and outgoing)mail. Taking mail to the post office.
Taking messages and passing on information
Provide and receive routine information, to informwork colleagues, patients and clients
Receive sensitive information and ensure thisinformation is relayed correctly
Exchange information with patients, relatives andstaff on a variety of departmental matters and procedures
Help support locality/PCN initiatives at practicelevel
Person SpecificationExperience
Essential
Desirable
Qualifications
Essential
Desirable