Receptionist

Integrated Care System; Birmingham; On-site; GBP 20,000 - 25,000; Full time

Job summary

As a Receptionist at Shah Zaman Surgery in Birmingham, you will undertake essential tasks such as managing patient appointments, processing healthcare records, and facilitating communication between patients and the clinical team. This role is pivotal in ensuring a smooth patient experience within a busy environment, supporting both administrative and clinical functions.

Qualifications

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of working in a healthcare setting.

Responsibilities

• Manage the practice's appointment system and patient enquiries.
• Serve as the main point of contact and communication for patients.
• Perform data entry for new and temporary registrations.

Skills

Customer Service

Administrative Skills

Communication

Flexibility

Empathy

Education

GCSE Mathematics and English (C or above)

NVQ Level 2 in Health and Social Care

Tools

SystmOne

Job description

As a Receptionist at Shah Zaman Surgery, working 17.5hours per week, you will be an integral part of our team, providing a wide range of reception duties and offering general support to our multidisciplinary team. Your main responsibilities will include greeting and directing patients, managing the appointment system, booking appointments, processing patient information, and assisting patients as required.

You will be the central point of contact for patients, ensuring the efficient distribution of information, messages, and enquiries to the clinical team. You will also liaise with other team members and external agencies, such as secondary care providers and community services, ensuring smooth communication and continuity of care.

Main duties of the job

In this role, you will manage the practices appointment system, processing requests via phone, in person, and electronically. You will answer incoming calls, direct patients to the appropriate services, and efficiently manage patient enquiries.

You will also initiate and respond to communications from patients, team members, and external agencies. Your role will involve data entry, including registering new patients, updating healthcare records, and coding data into the clinical IT system. You will manage requests for information such as SARs, insurance letters, and DVLA forms, directing them to the administrative team.

Additionally, you will maintain a tidy and organised reception area, ensuring notice boards are up to date, and support clinical staff with administrative tasks. Managing queries effectively and maintaining a high standard of service in a busy environment will also be key parts of your role.

About us

Shah Zaman Surgery is a well-established, patient-focused general practice located in Castle Vale, serving a diverse community. Our dedicated team works collaboratively to provide high-quality care and ensure the wellbeing of our patients.

At Shah Zaman Surgery, we are committed to creating a positive and supportive working environment, where teamwork, open communication, and mutual respect are at the core of our ethos. Our staff are passionate about delivering patient-centred care and continually strive for excellence. We offer a culture of professional development, encouraging all team members to enhance their skills and grow within the practice.

Working at Shah Zaman Surgery offers a rewarding opportunity to contribute to meaningful patient care within a friendly and inclusive setting. We pride ourselves on providing integrated care and outstanding services to our patients.

Job responsibilities

Thefollowing are the core responsibilities of the Receptionist. There may be, onoccasion, a requirement to carry out other tasks. This will be dependent uponfactors such as workload and staffing levels:

a. Maintain and monitor the practiceappointment system

b. Process personal, telephone ande-requests for appointments

c. Answer incoming phone calls,transferring calls or dealing with the callers request appropriately

d. Signpost patients to the correctservice

e. Initiating contact with andresponding to, requests from patients, team members and external agencies

f. Code data on the clinical IT system

g. Scanning documentation as required

h. Data entry of new and temporaryregistrations and relevant patient information as required

i. Input data into patientshealthcare records as necessary

j. Direct requests for information,i.e., SAR, insurance/solicitors letters and DVLA forms to the administrativeteam

k. Manage all queries as necessary inan efficient manner

l. Carry out system searches asrequested

m. Maintain a clean, tidy, effectiveworking area at all times

n. Monitor and maintain the receptionarea and notice boards

o. Support all clinical staff withgeneral tasks as requested

In additionto the primary responsibilities, the Receptionist may be requested to:

a. Partake in audit as directed by theaudit lead

c. Action incoming emails andcorrespondence as necessary

d. Scan patient related documentationand attach scanned documents to patients healthcare records

e. Complete opening and closingprocedures in accordance with the duty rota

f. To support in the management ofrepeat prescriptions, ensuring they are processed accurately and efficiently

g. Order and monitor stationerysupplies

h. Produce, maintain and participate inthe receptionist rota for lunch and out of hours cover

i. Deputise and support duringperiods of absence

j. Support reception staff development,providing guidance and direction, ensuring staff are up to date with mandatorytraining

k. Identify and provide team trainingwhere required

l. Support in producing andmaintaining the duty rota

m. Support the Practice Manager with allPatient Participation Group related matters

n. Support the health promotion leadand display promotional material on the allocated noticed boards and in thewaiting room

Person Specification

Experience

• - Experience of working with the general public
• - Experience of administrative duties
• - Experience of working in a healthcare setting
• - Experience using SystmOne

Qualifications

• - Educated to GCSE level or equivalent.
• - GCSE Mathematics and English (C or above)
• - NVQ Level 2 in Health and Social Care
• - Polite and confident
• - Flexible and cooperative
• - Motivated
• - Forward thinker
• - High levels of integrity and loyalty
• - Sensitive and empathetic in distressing situations
• - Ability to work under pressure

Other requirements

• - Flexibility to work outside of core office hours

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.