Senior Receptionist / Shift Supervisor

NHS; Romford; On-site; GBP 20,000 - 30,000; Part time

Job description

We are looking to recruit a part time Senior Receptionist to join our friendly Practice team in Romford. This role would suit a senior receptionist or reception supervisor from a smaller practice who wants to develop and broaden their experience to work in a large practice over two sites. NHS experience is essential. North Street Medical Care is a high achieving surgery with over 21,000 patients over two sites; North Street Practice and at the Chadwell Heath Health Centre in Ashton Gardens. The candidate may be required to work at both sites as requested.

The role is for 24.5 hours per week on a rota basis Wednesdays 8 am - 1.30 pm, Thursday and Friday 8 am - 6.30 pm.

You may occasionally be required to work on a Saturday, Sunday or Bank Holiday, but with prior agreement.

Main duties of the job

The Senior Receptionist we are looking for must have good communication skills, attention to detail, a 'can-do' attitude and is able to deal with both patients and surgery staff face to face and over the telephone in a professional manner.

This role is to support the reception manager and reception team in all aspects including motivating and supervising staff, optimising efficiency and overall performance.

About us

Our clinical team includes GPs, Nurse practitioner, Nurses, HCAs, Pharmacists, Physician Associate and Paramedics. We operate over two sites, which is at North Street and Ashton Gardens.

Job responsibilities

To provide a professional and efficient reception service to all patients and visitors. To supervise and support receptionists, to assist patients in gaining access to healthcare services and to promote a helpful and caring image of the Practice at all times. To undertake a range of reception and administrative duties required to ensure the smooth running of the Practice.

The following are the core responsibilities of the Senior Receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

• To supervise the reception team during the shift.
• To greet and welcome patients and visitors to the Practice.
• To respond to enquiries, whether in person or by telephone, in a friendly and efficient manner.
• To explain Practice arrangements and formal registration requirements to new patients, and those seeking temporary treatment; ensuring all procedures are completed accurately.
• To be aware of specific clinics held by healthcare professionals and make patient appointments in line with agreed procedures.
• To ensure patients are not kept waiting for unreasonable lengths of time without explanation.
• To ensure patients without appointments but who need emergency appointments are seen in a logical order, and to make patients aware of the possibility that they may have to wait until a clinician is available.
• To maintain the reception and waiting room in a tidy manner, checking current validity of posters and use of call display system.
• To ensure adequate patient information is readily available.
• To hand out repeat prescriptions, letters and reports to patients, confirming correct identity of patient.
• To process urgent repeat prescriptions.
• To receive specimens from patients, ensuring correct bottles are provided, and forms accurately completed.
• To liaise with external organisations, hospital and community services, CCG and PCC etc, to facilitate on-going care of patients.
• To receive payments from patients, ensuring correct amount, the checking of personal cheques, giving receipts, and entering details in reception petty cash book, as per Practice protocol.
• To act as chaperone for patients and clinicians where needed.
• To provide GPs and visitors with refreshments when requested.

TELEPHONE/ SWITCHBOARD

• To manage all incoming calls, ensuring each call is dealt with promptly and efficiently, with tact and sensitivity.
• To accurately record all relevant details of each call.
• To direct all calls to relevant team member without delay and ensure messages are passed to appropriate persons per protocol.
• To telephone patients regarding appointments, treatment or administrative queries, ensuring identity of patients.
• To monitor the call board and the reception team to ensure call wait times are low.
• To report any telephone issues to the phone provider.
• To identify when a receptionist needs assistance, offer help and if necessary ask for the call to be transferred to prevent a complaint.
• Manage verbal complaints and send out hold letters to email complaints.

ADMINISTRATIVE

• To arrange ambulances for patients requiring transport.
• To receive, check and distribute incoming post and deliveries.
• To photocopy and laminate documents as directed.
• Convert any unbooked RT/TAS appointment to triage appointments at the start of the session.
• To monitor the generic email, save information into patient record and allocate emails to the relevant departments.
• Monitor the eConsult mailbox, save to patient record and filter administration and booking eConsult slots with the appropriate clinician.
• To enter information on the computer as per Practice procedures, adding your initials to any data added to enable an audit trail.
• To update patients details and maintain patients records accurately.
• To print out appropriate appointment lists at the end of each day, in case of computer failure.
• To ensure all defects in the computer system are reported to the Compliance Manager.
• To contact the computer helpline and deal with IT faults, following guidance by the helpline team.
• To use the email system as a way of communicating between team members regarding practice issues, checking incoming mail on a daily basis.

GENERAL

• To supervise junior team members and assist in their training and development.
• To work both as part of a team and independently, to ensure the smooth running of the Practice.
• To be polite and courteous to patients and visitors at all times.
• To be of smart dress code, wearing Practice uniform where applicable.
• To maintain strict patient and Practice confidentiality at all times, working within the boundaries of the Data Protection Act.
• To attend relevant training courses to assist in Personal and Practice Development.
• To offer flexibility in covering shifts or duties during team members absence.
• To attend and contribute to regular team and Practice meetings.
• To maintain staff responsibilities relating to Health & Safety of patients, visitors and staff, promoting a safe working environment, and reporting any risks to the Practice Manager.
• To ensure the security of the practice by locking doors when rooms not in use, and setting alarms where installed.
• To undertake any other tasks of a similar nature as may be required from time to time.

No job description can be entirely comprehensive. This job description may be adapted as the Practice develops and to meet the changing needs of patients.

Person Specification

Qualifications

• Educated to GCSE level or equivalent.
• GCSE Mathematics & English (C or above).
• NVQ Level 2 in Health and Social Care.

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.