Nightingale Valley Practice rjqylOFo
Role Responsibilities
To be responsible for undertaking a wide range of reception duties and overall management of the reception team. You will provide the provision of general support to the multidisciplinary team.
Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.
The following are the core responsibilities of the Receptionist lead. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
- maintain and monitor the practice appointment system,
- process personal, telephone and e-requests for appointments,
- answer incoming phone calls, transferring calls or dealing with the callers request appropriately,
- signpost patients to the correct service,
- initiating contact with and responding to, requests from patients, team members and external agencies,
- clinically code data on to EMIS Web,
- photocopy documentation as required,
- data entry of new and temporary registrations and relevant patient information as required,
- input data into patients healthcare records as necessary,
- direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team,
- manage all queries as necessary in an efficient manner,
- carry out system searches as requested,
- maintain a clean, tidy, effective working area at all times,
- monitor and maintain the reception area and notice boards, and
- support all clinical staff with general tasks as requested.
- Be the senior point of contact for the reception team and escalation point of contact.
- To deal with patient complaints in the first instance and de-escalate at the time of the complaint if within the practice.
- To support the Practice Business Manager and Operation Managers with the day to day running of the reception team.
- To attend regular meetings and chair the receptionist meeting.
- To aid learning and development within the reception team.
- To keep on top of performance and accuracy of the team.
- To assist with 121 reviews and target setting.
- To hold return to work interviews with reception staff after sickness for HR records.
- To be the point of contact for external contractors coming in for various works.
- To be the voice of the reception team and help bring new ideas for discussion.
- To manage the cash reconciliation process
- To lead the change for continuous improvement in our triage system and patient access.
- To assist the admin team during peak periods of admin such as vaccine records and clinic set-ups.
- To lead the holiday rota and staffing rota for the reception team.
Nightingale Valley Practice's priority is to provide the highest standard of clinical care to the 15,300 patients registered with the Practice as well as those from other practices who are seen in our additional clinics. We aim to work collaboratively with other healthcare providers and support organisations, to enable more patients to be treated in a primary care setting, closer to home. We embrace a continuous improvement ethos and strive to ensure that we are available to patients when they need a consultation. We have an holistic approach to patient care and a strong training ethos within the practice, with a team of medical and non-medical educators as well as opportunities for non-clinical staff to develop and progress.
We aim to:
- provide high quality clinical care,
- meet our patients needs,
- act with integrity and complete confidentiality,
- be courteous, approachable, friendly and accommodating,
- ensure we provide safe and effective services and environments,
- put patient care at the centre of what we do,
- maintain a motivated and skilled workforce,
- use feedback, monitoring and auditing to continuously improve our services, and
- treat all patients and staff with dignity, respect and honesty.
We are looking for caring and compassionate individuals to join our growing team to support our patients.
Applicants will need to be available between our current opening times of 07.00-19.30 Monday-Friday to assist with sickness or holiday cover however, you will have a fixed pattern across the week which could be a mix of early starts and later starts to support the business.
Role Responsibilities
To be responsible for undertaking a wide range of reception duties and overall management of the reception team. You will provide the provision of general support to the multidisciplinary team.
Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.
The following are the core responsibilities of the Receptionist lead. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
- maintain and monitor the practice appointment system,
- process personal, telephone and e-requests for appointments,
- answer incoming phone calls, transferring calls or dealing with the callers request appropriately,
- signpost patients to the correct service,
- initiating contact with and responding to, requests from patients, team members and external agencies,
- clinically code data on to EMIS Web,
- photocopy documentation as required,
- data entry of new and temporary registrations and relevant patient information as required,
- input data into patients healthcare records as necessary,
- direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team,
- manage all queries as necessary in an efficient manner,
- carry out system searches as requested,
- maintain a clean, tidy, effective working area at all times,
- monitor and maintain the reception area and notice boards, and
- support all clinical staff with general tasks as requested.
- Be the senior point of contact for the reception team and escalation point of contact.
- To deal with patient complaints in the first instance and de-escalate at the time of the complaint if within the practice.
- To support the Practice Business Manager and Operation Managers with the day to day running of the reception team.
- To attend regular meetings and chair the receptionist meeting.
- To aid learning and development within the reception team.
- To keep on top of performance and accuracy of the team.
- To assist with 121 reviews and target setting.
- To hold return to work interviews with reception staff after sickness for HR records.
- To be the point of contact for external contractors coming in for various works.
- To be the voice of the reception team and help bring new ideas for discussion.
- To manage the cash reconciliation process
- To lead the change for continuous improvement in our triage system and patient access.
- To assist the admin team during peak periods of admin such as vaccine records and clinic set-ups.
- To lead the holiday rota and staffing rota for the reception team.
Nightingale Valley Practice's priority is to provide the highest standard of clinical care to the 15,300 patients registered with the Practice as well as those from other practices who are seen in our additional clinics. We aim to work collaboratively with other healthcare providers and support organisations, to enable more patients to be treated in a primary care setting, closer to home. We embrace a continuous improvement ethos and strive to ensure that we are available to patients when they need a consultation. We have an holistic approach to patient care and a strong training ethos within the practice, with a team of medical and non-medical educators as well as opportunities for non-clinical staff to develop and progress.
We aim to:
- provide high quality clinical care,
- meet our patients needs,
- act with integrity and complete confidentiality,
- be courteous, approachable, friendly and accommodating,
- ensure we provide safe and effective services and environments,
- put patient care at the centre of what we do,
- maintain a motivated and skilled workforce,
- use feedback, monitoring and auditing to continuously improve our services, and
- treat all patients and staff with dignity, respect and honesty.
We are looking for caring and compassionate individuals to join our growing team to support our patients.
Applicants will need to be available between our current opening times of 07.00-19.30 Monday-Friday to assist with sickness or holiday cover however, you will have a fixed pattern across the week which could be a mix of early starts and later starts to support the business.
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