Receptionist & Call Centre Operative

East Norfolk Medical Practice; Great Yarmouth; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local healthcare provider in Great Yarmouth seeks a dedicated Receptionist and Call Centre Operative. This role serves as the first point of contact for patients, requiring excellent customer service and administration skills. Ideal candidates will have experience dealing with the public, and proficiency in IT, along with the ability to communicate empathetically. This role presents a chance to truly support a diverse community and ensure their experiences are positive and welcoming.

Benefits

Supportive team environment

Job satisfaction from helping others

Qualifications

• Experience of dealing with the public both by telephone and face to face.
• Experience of delivering high quality customer service.
• Ability to communicate effectively with staff at all levels.

Responsibilities

• Ensure an effective and efficient telephone service for patients.
• Dealing with all general enquiries and making appointments.
• Informing patients of test results as required.

Skills

Customer service experience

Strong administrative skills

IT skills

Ability to work under pressure

Ability to speak a second language

Education

GCSE 'C' level or equivalent

Tools

SystmOne

Microsoft software

Job description

Permanent Receptionist and Call Centre Operative Opportunities

The job of the Receptionist and Call Centre Operative is avaried role. The role provides a pointof contact for patients and clinical staff as well as the full range of generalreceptionist administrative duties. The post holder is required to becourteous, sympathetic, and professional in these dealings. The need toliaise effectively with other health professionals and colleagues is a majorrequirement of this post.

Making appointments and signposting patients to appropriateservices, giving out test results, home visit requests, contacting otherproviders and actioning tasks from clinicians using our Systm One clinicalsystem.

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

We are looking for candidates with a background of customerservice and who have experience of dealing with the public over the telephone. Strongadministrative and IT skills are essential, as is the ability to work calmlyunder pressure.

We are keen to seek applicants whose first language iseither, Portuguese, Polish, Lithuanian, Slovakian, Romanian or Ukrainian tosupport our diverse population.

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.

In return the post offers the opportunity to meet peoplefrom all walks of life, together with the job satisfaction of working as anintegral part of a friendly team. Wealways aim to be caring, collaborative, hardworking, innovative, and open. If you share our values, we would love tohear from you.

We are committed to our responsibilities under the EqualityAct and welcome applications from all who believe they have the essentialrequirements for the job.

About us

East Norfolk Medical Practice is a friendly 19 GP practice,including physician associates and paramedics providing excellent health careto our growing population of approximately 32000 patients over four sites inthe Great Yarmouth area. We arecommitted to improving the health, wellbeing and lives of our patients andcolleagues in a friendly, supportive, pro-active and well- organised workingenvironment.

Job responsibilities

Main Duties, Outline Responsibilities

• Ensuring an effective and efficienttelephone service is provided to patients and any other callers to the Practice
• Ensuring an effective and efficientreception service is provided to patients and any other visitors to thePractice
• Dealing with all general enquiries,explain procedures and make new and follow-up appointments
• Ensuring that patients with no priorappointment but who need urgent consultation are seen in accordance withPractice guidelines.
• Explaining Practice arrangements andformal requirements to new patients and those seeking temporary cover andensure relevant procedures are completed.
• Advising patients of relevantcharges for private (non-General Medical Services) services, accept payment andissue receipts for same
• Informing patients of test resultsas required
• Acting as chaperone when required bythe clinician and make a record in patients notes after the examination
• Premises: To open up premises at the start of the day when firstto arrive, de-activate alarm and make all necessary preparations to receivepatients.
• When last toleave 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 newpatient registration forms
• Actioning and completing Footfallrequests
• Managing generic email inboxes anddistribute incoming emails across the organisation
• Scan/ Email MCCD (Medical Certificate for Cause of Death ) to register office andinform next of kin via telephone to arrange appointment to register death
• Processing 111 and OOH documents
• Processing basic repeat prescriptionrequests
• Processing PIP and MHA forms

Patient/Client Care Support

• Contactingpatients via telephone and/or letter is required by the post holder in deliveryof the responsibilities of this role. Additionally, the post holder will updatepatient/medical records, act as chaperone when requested, greet patients whenworking in reception and inform patients of test results.

Communication and Information

• Internally thepost holder will be required to liaise with the Reception Supervisor, GPs,clinicians and wider internal staff in order to effectively discharge theirresponsibilities.
• The post holderwill be required to contact patients both remotely and face to face as part ofthis role
• Thehighest standards of confidentiality will be required by the post holder. In addition, the post holder will support theequality, diversity and rights of patients, carers and colleagues, to include:
• Acting in a waythat recognises the importance of peoples rights, interpreting them in a waythat is consistent with Practice procedures and policies, and currentlegislation
• Respecting theprivacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in amanner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.
• Informationsystems and software responsibilities include use of: SystmOne, Footfall, AccuRX, ICE System

Corporate Responsibilities

• To conductyourself in a manner consistent with the Practices values and behaviours
• To work to thehighest standard of care in order to promote the Practice as a quality careprovider
• To adhere to thePractices standards and expectations as communicated through policy andbriefings
• To representthe Practice as required at external meetings and functions and to act as anambassador for the organisation.
• To workflexibly in order to ensure that the Practice delivers effective, individualand compassionate care.
• To participatein relevant staff training (including compliance with mandatory trainingrequirements)
• To actively participate in the staff appraisalprocess

Collaboration,teamwork and relationships

• To work andcollaborate with other members of the ENMP team to ensure delivery ofsatisfactory performance, governance and management of risk relative to role
• To promote andconstructive working relationships both internally with colleagues and withexternal organisations
• To workeffectively in collaboration with clinicians and managers of other health andsocial care organisations within the health system where there are commoninterests

Quality andEfficiency

• To workproactively in order to identify areas for quality improvement and efficiency

Safety

• To ensurecompliance with safe systems of work and that all necessary health and safetyrequirements are met including the reporting of hazards and accidents
• To work tohigh standards of infection control appropriate to role

Confidentiality and InformationGovernance

• To ensurepatient/staff confidentiality and information governance standards aremaintained and respected at all times.
• Thepostholder will have no specific financial, budgetary or contract managementresponsibilities. All staff at ENMP are required to demonstrate a duty of carewith respect to resources issued to them (equipment and supplies) and to maintaina safe and compliant work area.

Financial, budgetary and contract management

• As part ofthe role, the post holder will accept patient payments for private services andissue receipts as appropriate.

Organisational Policy

• Thepost holder is expected to follow established policies and procedures.

Task management (including workrelated planning)

• The post holder is expected tomanage own varied workload.

Decision Making

• The post holders autonomy indecision making will be bound by the processes in which they operate.

Person Specification

Emotional and Mental Skills

• Ability to concentrate
• Ability to diffuse difficult situations
• Ability to make effective judgements within defined parameters and referring to others as appropriate

Experience

• 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 supporting and assisting otherss
• Experience of routinely using VDUs
• Experience of using MS software
• Experience of working within a primary care setting
• Call Centre experience
• Experience of working to deadlines whilst managing a high volume of a varied workload
• Experience of dealing with competing work demands
• Experience of maintaining tidy workspace

Communication Skills

• Able to communicate to staff at all levels
• Able to develop effective relationships both internally and with patients
• Experience of dealing effectively with confidential and/or sensitive information
• Ability to speak in a relevant second language

Other areas

• Able to analyse basic information
• Flexible approach to work
• Effective team worker
• Ability to travel to other sites

Qualifications

• Educated to GCSE 'C' level or equivalent
• Knowledge of local health system

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.