Receptionist/Admin

NHS; Plymouth; On-site; GBP 20,000 - 26,000; Full time

Job summary

A healthcare practice in Plymstock seeks a Receptionist to manage patient interactions and provide administrative support. This role involves answering calls, directing patients, managing the front desk, and ensuring accurate patient records. Ideal candidates have strong customer service skills, experience in a busy environment, and proficiency in IT systems. A supportive team environment is emphasized.

Qualifications

• Experience of working in a patient/customer facing role.
• Experience working in a busy environment with competing demands.
• Experience of working within the NHS/Healthcare organisation.

Responsibilities

• Answer telephone calls, directing patients to the right service.
• Manage the front desk and welcome visitors.
• Ensure patient encounters are recorded accurately.
• Monitor and respond to emails.
• Oversee patient records and GP links.

Skills

Customer service skills

Time management

Problem solving skills

Competency in IT systems

Education

GCSE grade A to C in English and Maths

NVQ level 2 in Health and Social Care

NVQ 3 in Business Administration or Customer Service

Tools

Microsoft Office

System One

Job description

An exciting opportunity has arisen for someone to join Dean Cross Surgery Reception team. Dean Cross Surgery is situated in Plymstock with a practice population of around 10,000 patients. Delivering great customer service and outstanding care is a priority for every member of our team. This role is pivotal to achieving this, as you will be the first point of contact patients have with the practice. Your ability to remain professional and polite is essential. Your listening skills and supportive nature will help direct patients to the right service for their needs. If you are ready to learn new skills, flexible in your approach to work, conscientious and enjoy working as part of a supportive busy team, this could be the perfect opportunity for you.

Main duties of the job

• Answer telephone calls, listening with empathy and compassion to ensure that patients are directed to the right service to meet their needs.
• Be aware of practice policies and procedures with the confidence to make reasonable adjustments to meet the needs of individuals.
• Manage the front desk, welcoming visitors and supporting patients and colleagues to ensure smooth running of the service.
• Provide administration support to clinicians/service providers when requested.
• Manage the waiting rooms, keeping these tidy and well stocked.
• Ensure patient encounters are recorded accurately on clinical systems.
• Manage patient prescriptions, ensuring these are processed and issued correctly.
• Monitor and respond to emails into the surgery.
• Prepare patient registration packs and ensure registrations are completed and processed correctly and timely.
• Monitor tasks, results, and referrals, following up queries and ensuring patients are kept informed of relevant results and treatment pathways.
• Ensure your work area and patient-accessible areas are safe and free of adverse risk to health.
• Work as part of the team to open the surgery at the start of the day, and close and secure the surgery at the end of the day.
• Oversee patient records and GP links as part of the role.

About us

Dean Cross Surgery is a two partner PMS teaching practice caring for 10,000+ patients with a varied demographic. Our Doctors are supported by a Pharmacy team, Extended Scope Physiotherapist, First Contact Physiotherapists, an active Social Prescriber, Wellbeing Coach, Bereavement Advisor and Mental Health Nurses, in addition to three Prescribing Advance Nurse Practitioners and a Prescribing Paramedic.

Dean Cross Surgery is currently rated GOOD by the Care Quality Commission (CQC). You can find out more about our rating and the quality of our health and care services, and the report on our CQC page.

Person Specification

Experience

• Experience of working in an environment using sensitive information.
• Experience working in a patient/customer facing role.
• Experience working in a busy environment with competing demands.
• Experience of working within the NHS/Healthcare organisation.

Qualifications

• GCSE grade A to C in English and Maths.
• NVQ level 2 in Health and Social Care / NVQ 3 in Business Administration or Customer Service.

Skills

• Demonstrable experience of using Microsoft Office programmes and specialist IT systems. Excellent written and oral skills. Problem solving skills. Time management and the ability to work to deadlines. Clear and polite telephone manner.
• Competent in using System One and other clinical IT systems.

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.