Job summary
Medical Receptionist Wimbledon, Francis Grove Surgery. Based in central Wimbledon, we are an established GP Practice, with over 14700 patients and a supportive, friendly staff team.

Receptionists are held in high regard and are a key part of the practice team. We are looking to add to our afternoon team and have a number of shifts available.

Morning shifts are between 8am-1pm
Afternoon shifts are between 1pm 7:30pm
Hours available: 16 20 hours,1-2 roles available.Full time role may be a possibility.

Main duties of the job
Having previously worked in a customer facing role, you will have excellent communication skills and attention to detail along with plenty of enthusiasm and a calm temperament. You will be professional and able to interact positively with patients to provide a consistently high level of patient satisfaction. You will have good listening skills and adhere to patient confidentiality whilst remaining courteous and efficient. You will be flexible, sometimes covering other staff in their absence. You will also be proficient with computer skills.

Although it is a busy working environment where you will need to be able to multitask, staff receive a comprehensive training induction with lots of support from the Reception Manager, the friendly reception team, and the wider Management team.

Experience
Minimum one year in a customer facing role.
Previous medical reception experience desired but not essential

Main duties include
Answering calls/liaising with patients face to face and local organisations, directing patient to the appropriate clinician appointments, locating results and relevant requested information. Processing emails and patient related correspondence and undertaking tasks that clinicians have requested.

About us
Francis Grove Surgery is an established GP practice in the heart of Wimbledon. The practice is a 4 partner practice, with a list size of 14,700 patients. It is situated in modern premises in the Courtyard Development only minutes walk away from stations, shops, cafes and Wimbledon Shopping Centre.

Francis Grove Surgery has an excellent reputation locally and is a popular practice. Feedback from patients is very good and they tend to stay with the practice. We obtained an overall Good CQC rating at our last inspection.

Why work for us

• First and foremost, we are a lovely team (staff often find it hard to leave once they have joined us!).
• The vast majority of our patients are really lovely and appreciate the service we provide.
• The team are passionate about providing quality care and are always looking for opportunities to improve.
• Access to staff perks package

Job responsibilities
Main duties include
Answering calls, liaising with patients face to face and local organisations, directing patient to the appropriate clinician appointments, locating results and relevant requested information. Processing emails and patient related correspondence and undertaking tasks that clinicians have requested.

To greet patients in a friendly and courteous manner at all times
To answer telephone calls in a polite, professional and efficient manner
To make appointments for the various clinics and clinicians using the practice clinical information system-EMIS
Provide care navigation, ensuring patients are booked in with the right clinician or directed to other services based on their symptoms
Answering patient queries regarding test results, prescriptions, letters, online access, and various practice clinics, policies and initiatives
Work together with your team to provide the best service you can to patients.
Advise patient when completing new patient registration forms, explaining the surgery policies
To listen to patient complaints, making sure that they are addressed and dealt with appropriately
Email correspondence and referrals as requested and record
Respond to patients via telephone, SMS or email as needed.
Ensure all forms are passed to the appropriate destination and completed and checked by yourself when required
Receiving and recording requests for home visits in line with expected standards
Receiving, recording and booking requests for transport
Direct accurate patient information to the appropriate clinician using EMIS
To cover duties for other members of staff, this may arise in the case of absence, sickness and holidays
Chaperone GP if required, following training
Shared responsibility for reception, waiting rooms and consulting rooms upkeep and tidiness including leaflets and posters
To ensure that strict confidentiality protocols are adhered to
Attend and contribute to staff meetings
To comply with Health & Safety Procedures and report any areas of concern to the Practice Business Manager
Opening and closing of premises when required
To undertake any other duties as may be determined from time to time to ensure the efficient running of the Practice.
Promote, encourage and activate patient on-line access
Ensure relevant/appropriate contacts with patients are documented in notes
Ensure email, tasks, Docman and other applications we use are checked daily.

Person Specification
Qualifications
Desirable

• Good General Secondary Education
• College Education

Experience
Essential

• 1 years previous experience in similar field as a receptionist

Desirable

• Experience of working directly with members of the public in a busy office environment
• Experience of answering telephone calls in a high call-volume environment
• Experience of working as part of a team
• Experience of working within Healthcare or General Practice

Skills
Essential

• IT literacy skills
• Keyboard skills Basic
• Organisational skills
• Ability to deal with people in person and on the phone
• Be competent in use of Microsoft Word
• Able to work with a wide variety of tasks
• Ability to apply set procedures
• Accurate and thorough approach
• Ability to work without supervision
• Flexible with regard to working hours, e.g. holiday cover
• Able to undertake training outside of normal working hours if necessary

Desirable

• Use of EMIS Web
• Use of Docman

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.