Receptionist

West Suffolk Clinical Commissioning Group; Long Stratton; Remote; GBP 17,000 - 19,000; Part time

Benefits offered by this job

NHS pension

Free on-site parking

Team building & social activities

Job summary

Long Stratton Medical Partnership is seeking a proactive receptionist on a part-time basis (24 hours per week). Shifts include Monday 8am-2pm, Tuesday 12pm-6pm, Wednesday 8am-2pm, Friday 12pm-6pm. The role supports a total triage model, handling patient access and day-to-day operations with confidential service.

probationary pay is minimum wage for 3 months, rising to £12.81 after competencies are met. You will be the first point of contact for patients, carers and visitors, and will help route

Qualifications

• Customer service/patient experience
• Ability to remain calm under pressure
• IT literacy and proficient in office software

Responsibilities

• Welcome patients and visitors courteously and protect privacy
• Respond to general enquiries and direct to appropriate services
• Identify urgent or unsafe situations and escalate per protocols
• Assist distressed patients with de-escalation and support
• Register new and temporary patients accurately
• Arrange, amend and cancel appointments and manage home visit requests
• Process updates to contact details and correspondence preferences
• Follow complaints procedure and escalate concerns appropriately
• Provide cover for colleagues and assist with reception duties

Skills

Customer service

IT literate

Team player

Communication

Tools

SystmOne

SystmConnect

X-On Surgery Connect

Job description

About the Role

Long Stratton Medical Partnership has an opportunity for an enthusiastic and proactive receptionist to join our team on a part-time basis for 24 hours per week, working the following shift pattern:

• Monday 8am - 2pm


• Tuesday 12pm - 6pm


• Wednesday 8am - 2pm


• Friday 12pm - 6pm

The hourly rate is minimum wage for the first 3 month probationary period, rising to £12.81 on successful completion of competencies.

The receptionist provides a professional, efficient, caring and confidential first point of contact for patients, carers and visitors. The post-holder will help patients access the most appropriate service through the practice's total triage model, support the wider practice team and contribute to safe, accurate and responsive day-to-day operations.

Key responsibilities

• Welcome patients and visitors in a courteous, calm and respectful manner, maintaining privacy at the reception desk and in waiting areas.


• Respond to general enquiries, explain practice procedures and help patients access appropriate clinical, administrative or external services without offering clinical advice.


• Identify urgent, deteriorating or potentially unsafe situations and elevate them immediately in accordance with practice protocols. Reception staff must not make clinical decisions or independently determine clinical priority.


• Support patients who may be distressed, vulnerable, angry, confused or experiencing communication barriers, using appropriate de-escalation and seeking assistance when required.


• Register new and temporary patients promptly and accurately, including processing information received through the digital registration service and checking demographic and contact details.


• Arrange, amend and cancel appointments in line with appointment-booking rules, clinical instructions and the practice's total triage arrangements.


• Process requests for home visits in accordance with the practice protocol, recording all relevant information accurately and escalating the request to the appropriate clinician.


• Manage practice email and shared work queues as allocated, responding or redirecting items promptly and securely.


• Process changes of address, telephone numbers, email addresses, consent and communication preferences accurately, confirming identity and practice boundary requirements where appropriate.


• Follow the practice procedure for reporting and processing patient deaths, ensuring that actions are completed sensitively, accurately and within required timescales.


• Understand the practice complaints procedure, respond professionally to concerns and direct or elevate them to the appropriate person without becoming defensive or attempting to investigate them independently.


• Provide reasonable cover for colleague absence and undertake other duties appropriate to the role, competence and grade when requested by the partners or management team.


• Assist with reasonable shared workplace duties, including keeping reception, staff and refreshment areas clean, tidy and appropriately stocked.


• The role involves frequent use of SystmOne, SystmConnect and X-On Surgery Connect. The post-holder must use each system competently, follow agreed workflows and escalation routes, and maintain accurate contemporaneous records.
  For further information, please see the attached job description.

About the Candidate

General practice is a challenging environment that requires a calm and caring approach with the ability to work under pressure. The ideal candidate will be a highly motivated team player who has customer service/patient experience, offers excellent communication skills and is I.T. literate.

For further information, please see the attached person specification (under additional information).

About Us

At Long Stratton Medical Partnership, we take pride in being a focused, close-knit team. We offer a supportive, positive culture which is well-led, & provide regular supervision & training for all staff.

Long Stratton is a small town in South Norfolk, 10 miles from the historic city of Norwich.We have 11,500 patients on our list, a CQC rating of ‘Good’ & operate from both our main site & a branch site in Newton Flotman.We are a dispensing practice with a dispensing list of around 5,500.We use SystmOne & run cloud-based telephony, linking seamlessly with the clinical system & provides excellent functionality.

We added a new wing to our surgery, to include 7 clinical rooms. Long Stratton is being bypassed, with 2,000 new homes being planned and, therefore, potentially 5,000-6,000 new patients will be joining us.

Our practice has 5 partner GPs leading an MDT of 4 permanent salaried GPs, an emergency care practitioner, 2 clinical pharmacists, a team of registered nurses & 4 HCAs plus superb teams in reception, admin & dispensary, along with the surgery management team.

We offer a comprehensive benefits package including 5 weeks' annual leave (plus bank holidays), the NHS pension scheme, & an Employer Assistance Programme for the employee & family members. We also offer free on-site car parking, team building & social activities, & access to NHS discounts.

Disclosure and Barring Service Check

Please note 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 to check for any previous criminal convictions.