Receptionist and Call Centre Operative

The job of the Receptionist and Call Centre Operative is a varied role. The role provides a point of contact for patients and clinical staff as well as the full range of general receptionist administrative duties. The post holder is required to be courteous, sympathetic, and professional in these dealings. The need to liaise effectively with other health professionals and colleagues is a major requirement of this post.

Making appointments and signposting patients to appropriate services, giving out test results, home visit requests, contacting other providers and actioning tasks from clinicians using our Systm One clinical system.

Answering a high volume of telephones call in to the practice and directing the calls to the appropriate person/team.

We are looking for candidates with a background of customer service and who have experience of dealing with the public over the telephone. Strong administrative and IT skills are essential, as is the ability to work calmly under pressure.

Main duties of the job Opportunities exist for Permanent Full and Part Time Receptionist and Call Centre Operatives. The successful candidate must be prepared to work various shifts with a start time of 8am, or a finish time of 6.30pm Monday to Friday. As the first point of contact for our patients, you will play a vital role in ensuring the smooth running of our practice. Your friendly demeanour and excellent customer service skills will make our patients feel welcome and supported.

The main role of the Reception and Call Centre Operative is to:

• Receive and make telephone calls (diverting calls and taking messages, ensuring accuracy of detail and prompt appropriate delivery)
• 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

Job responsibilities Role specific focus areas and process

Main Duties, OutlineResponsibilities and Work Portfolio

The post holder will be required to follow existing processes/put arrangements in place to deliver the following responsibilities:

• Ensuring an effective and efficient telephone service is provided to patients and any other callers to the Practice
• Ensuring an effective and efficient reception service is provided to patients and any other visitors to the Practice
• Dealing with all general enquiries, explain procedures and make new and follow-up appointments
• Ensuring that patients with no prior appointment but who need urgent consultation are seen in accordance with Practice guidelines.
• Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure relevant procedures are completed.
• Advising patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
• Informing patients of test results as required
• Acting as chaperone when required by the clinician and make a record in patients notes after the examination
• To open up premises at the start of the day when first to arrive, deactivate alarm and make all necessary preparations to receive patients.
• When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
• Ensuring accurate completion of new patient registration forms
• Actioning and completing Footfall requests
• Managing generic email inboxes and distribute incoming emails across the organisation
• Scan/Email MCCD (Medical Certificate for Cause of Death) to register office and inform next of kin via telephone to arrange appointment to register death
• Processing 111 and OOH documents
• Processing basic repeat prescription requests
• Processing PIP and MHA forms

Patient/Client Care and Support

Contacting patients via telephone and/or letter is required by the postholder in delivery of the responsibilities of this role. Additionally, the postholder will update patient/medical records, act as chaperone when requested, greet patients when working in reception and inform patients of test results.

Leadership and Workforce

Financial, budgetary and contract management

The postholder will have no specific financial, budgetary or contract management responsibilities. All staff at ENMP are required to demonstrate a duty of care with respect to resources issued to them (equipment and supplies) and to maintain a safe and compliant work area.

As part of the role, the postholder will accept patient payments for private services and issue receipts as appropriate.

Organisational Policy

The postholder is expected to follow established policies and procedures.

Task management (including workrelated planning)

The postholder is expected to manage own varied workload.

DecisionMaking

The postholder's autonomy in decision making will be bound by the processes in which they operate.

Communication and Information

Internally the postholder will be required to liaise with the Reception Supervisor, GPs, clinicians and wider internal staff in order to effectively discharge their responsibilities.

The postholder will be required to contact patients both remotely and face to face as part of this role.

The highest standards of confidentiality will be required by the postholder. In addition, the postholder will support the equality, diversity and rights of patients, carers and colleagues, to include:

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

Information systems and software responsibilities include use of:

• SystmOne
• AccuRX

Research and Audit

All staff at ENMP are expected to support and assist with research and audits from time to time but the postholder will have no responsibility other than complying with these requirements.

Corporate Responsibilities

Work and Professional Standards

To conduct yourself in a manner consistent with the Practice's values and behaviours

To work to the highest standard of care in order to promote the Practice as a quality care provider

To adhere to the Practice's standards and expectations as communicated through policy and briefings

To represent the Practice as required at external meetings and functions and to act as an ambassador for the organisation.

To work flexibly in order to ensure that the Practice delivers effective, individual and compassionate care

To participate in relevant staff training (including compliance with mandatory training requirements)

To actively participate in the staff appraisal process

Collaboration, teamwork and relationships

To work and collaborate with other members of the ENMP team to ensure delivery of satisfactory performance, governance and management of risk relative to role

To promote and constructive working relationships both internally with colleagues and with external organisations

To work effectively in collaboration with clinicians and managers of other health and social care organisations within the health system where there are common interests

Quality and Efficiency

To work proactively in order to identify areas for quality improvement and efficiency

Safety

To ensure compliance with safe systems of work and that all necessary health and safety requirements are met including the reporting of hazards and accidents

To work to high standards of infection control appropriate to role

Confidentiality and Information Governance

To ensure patient/staff confidentiality and information governance standards are maintained and respected at all times.

Person Specification Qualifications

• Educated to GCSE C level or equivalent.
• Experience of dealing with the public both by telephone and face to face.
• Experience of delivering high quality customer service.
• Experience of dealing effectively with challenging people.
• Experience of using MS software.
• Knowledge of local health system.
• Experience of working within a primary care setting.
• Call Centre experience.

Additional criteria

• Able to communicate to staff at all levels.
• Able to develop effective relationships both internally and with patients.
• Ability to concentrate.
• Able to analyse basic information.
• Flexible approach to work.
• Ability to speak in a relevant second language.
• Effective team worker.
• Ability to make effective judgements within defined parameters and referring to others as appropriate.
• Ability to diffuse difficult situations.
• Ability to travel to other sites.

Experience

• Experience of supporting and assisting others.
• Experience of dealing effectively with confidential and/or sensitive information.
• Experience of routinely using VDUs click apply for full job details