Receptionist and Call Centre Operative

Permanent Receptionist and Call Centre Operative Opportunities

The job of the Receptionist and Call Centre Operative is avaried role. The role provides a pointof contact for patients and clinical staff as well as the full range of generalreceptionist administrative duties. The post holder is required to becourteous, sympathetic, and professional in these dealings. The need toliaise effectively with other health professionals and colleagues is a majorrequirement of this post.

Making appointments and signposting patients to appropriate services, giving out test results, home visit requests, contacting other providers and actioning tasks from clinicians using our Systm One clinical system.

Answering a high volume of telephones call in to the practice and directing the calls to the appropriate person/team.

We are looking for candidates with a background of customer service and who have experience of dealing with the public over the telephone. Strongadministrative and IT skills are essential, as is the ability to work calmlyunder pressure.

We are keen to seek applicants whose first language iseither, Portuguese, Polish, Lithuanian, Slovakian, Romanian or Ukrainian tosupport our diverse population.

Opportunities exist for Permanent Full and Part Time Receptionist and Call Centre Operatives. The successful candidate must be prepared to work various shifts with a start time of 8am, or a finish time of 6.30pm Monday to Friday. As the first point of contact for our patients, you will play a vital role in ensuring the smooth running of our practice.

Your friendly demeanour and excellent customer service skills will make our patients feel welcome and supported.

In return the post offers the opportunity to meet people from all walks of life, together with the job satisfaction of working as an integral part of a friendly team. Wealways aim to be caring, collaborative, hardworking, innovative, and open. If you share our values, we would love tohear from you.

We are committed to our responsibilities under the Equality Act and welcome applications from all who believe they have the essentialrequirements for the job.

East Norfolk Medical Practice is a friendly 19 GP practice,including physician associates and paramedics providing excellent health careto our growing population of approximately 32000 patients over four sites inthe Great Yarmouth area. We are committed to improving the health, wellbeing and lives of our patients and colleagues in a friendly, supportive, pro-active and well- organised working environment.

Main Duties, Outline Responsibilities

• Ensuring an effective and efficienttelephone service is provided to patients and any other callers to the Practice
• Ensuring an effective and efficientreception service is provided to patients and any other visitors to the Practice
• Dealing with all general enquiries,explain procedures and make new and follow-up appointments
• Ensuring that patients with no priorappointment but who need urgent consultation are seen in accordance with Practice guidelines.
• Explaining Practice arrangements andformal requirements to new patients and those seeking temporary cover andensure relevant procedures are completed.
• Advising patients of relevantcharges for private (non-General Medical Services) services, accept payment andissue receipts for same
• Informing patients of test resultsas required
• Acting as chaperone when required bythe clinician and make a record in patients notes after the examination
• Premises:
  To open up premises at the start of the day when firstto arrive, de-activate alarm and make all necessary preparations to receivepatients.
• When last toleave at the end of the day, ensure that the building is totally secured,internal lights are off and the alarm activated.
• Ensuring accurate completion of newpatient registration forms
• Actioning and completing Footfallrequests
• Managing generic email inboxes and distribute incoming emails across the organisation
• Scan/ Email MCCD (Medical Certificate for Cause of Death ) to register office andinform next of kin via telephone to arrange appointment to register death
• Processing 111 and OOH documents
• Processing basic repeat prescription requests
• Processing PIP and MHA forms

Patient/Client Care Support

• Contactingpatients via telephone and/or letter is required by the post holder in delivery of the responsibilities of this role. Additionally, the post holder will updatepatient/medical records, act as chaperone when requested, greet patients when working in reception and inform patients of test results.

Communication and Information

• Internally thepost holder will be required to liaise with the Reception Supervisor, GPs,clinicians and wider internal staff in order to effectively discharge theirresponsibilities.
• The post holder will be required to contact patients both remotely and face to face as part ofthis role
• Thehighest standards of confidentiality will be required by the post holder. In addition, the post holder will support theequality,…