GP Receptionist

To make appointments and book patients in when they arrive for an appointment in accordance with the practice appointment system and to provide a helpful and friendly service to patients. To comply with the protocols in place at the practice for the workflow of correspondence. To handle telephone calls into the service from patients, relatives and health care professionals confidently and appropriately, regularly providing and receiving complex and sensitive information processing requests and recognising when it is appropriate to escalate to clinicians and other colleagues. To recognise the diverse needs and individuality of patients and to demonstrate the ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone. Taking accurate messages and ensuring these are passed on to the relevant person in a timely manner Explain practice arrangements and formal requirements to new patients and to comply with the practice procedure for the registration of new patients, temporary patients and those seen as emergency or immediately necessary. Setting up patients for online patient access and resolving any patient enquiries. Taking appropriate action in relation to Subject Access Requests and understanding what information can be provided and the timescales as per practice policy. To signpost patients appropriately and effectively to external services. Enter requests for home visits onto Computer including all relevant information. Action requests for ambulance and other patient transportation and enter details including reference numbers onto patients clinical record Report to the appropriate Manager any matter affecting patient confidentiality, safety or security To provide supervision and support to new starters, temporary staff and apprentices where required To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems and escalating these and any constructive ideas for improvement on to the appropriate person. Ensure the reception area is clean, tidy and presentable at all times. Responsible for end of day check, lock and secure premises at night as and when directed, checking that the telephone system has transferred correctly to the Out of Hours service, providing emergency dispensing. Job description Job responsibilities To make appointments and book patients in when they arrive for an appointment in accordance with the practice appointment system and to provide a helpful and friendly service to patients. To comply with the protocols in place at the practice for the workflow of correspondence. To handle telephone calls into the service from patients, relatives and health care professionals confidently and appropriately, regularly providing and receiving complex and sensitive information processing requests and recognising when it is appropriate to escalate to clinicians and other colleagues. To recognise the diverse needs and individuality of patients and to demonstrate the ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone. Taking accurate messages and ensuring these are passed on to the relevant person in a timely manner Explain practice arrangements and formal requirements to new patients and to comply with the practice procedure for the registration of new patients, temporary patients and those seen as emergency or immediately necessary. Setting up patients for online patient access and resolving any patient enquiries. Taking appropriate action in relation to Subject Access Requests and understanding what information can be provided and the timescales as per practice policy. To signpost patients appropriately and effectively to external services. Enter requests for home visits onto Computer including all relevant information. Action requests for ambulance and other patient transportation and enter details including reference numbers onto patients clinical record Report to the appropriate Manager any matter affecting patient confidentiality, safety or security To provide supervision and support to new starters, temporary staff and apprentices where required To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems and escalating these and any constructive ideas for improvement on to the appropriate person. Ensure the reception area is clean, tidy and presentable at all times. Responsible for end of day check, lock and secure premises at night as and when directed, checking that the telephone system has transferred correctly to the Out of Hours service, providing emergency dispensing.