Senior Medical Receptionist / Shift Supervisor
We are seeking a parttime Senior Medical Receptionist to join our Practice team in Romford. This position is ideal for an experienced senior receptionist or reception supervisor from a smaller practice who is looking to broaden their skills within a larger, multisite setting.
A minimum of two years NHS GP reception experience is essential, and EMIS experience is preferred. North Street Medical Care is a high performing practice serving over 21,500 patients across two sites: North Street Practice and Chadwell Heath Health Centre in Ashton Gardens. The post holder may be required to work at both locations, as well as our site at Raphael House when needed.
This role is for 19 hours per week, working Thursday and Friday, 8:00 am to 6:30 pm. These hours are fixed.
Occasional weekend or bank holiday working may be required with prior agreement.
Main duties of the job
The Senior Receptionist must demonstrate strong communication skills, excellent attention to detail, and a proactive, professional approach when interacting with patients and clinical staff both in person and by telephone.
The role will support the Reception Manager and wider reception team by supervising and motivating staff, enhancing operational efficiency, and contributing to overall service performance.
About us
Our clinical team includes, GPs, Nurse practitioner, Nurses, HCAs, Pharmacists, Physician Assocociate and Paramedics. We operate over two sites, which is at North Street, Raphaels House and Ashton Gardens.
Job responsibilities
To provide aprofessional and efficient reception service to all patients and visitors. To supervise and support receptionists, toassist patients in gaining access to healthcare services and to promote ahelpful and caring image of the Practice at all times. To undertake a range ofreception and administrative duties required to ensure the smooth running ofthe Practice.
Thefollowing are the core responsibilities of the Senior Receptionist. There maybe on occasion, a requirement to carry out other tasks; this will be dependentupon factors such as workload and staffing levels:
- To supervise the reception teamduring the shift
- To greet and welcome patients andvisitors to the Practice.
- To respond to enquiries, whether inperson or by telephone, in a friendly and efficient manner.
- To explain Practice arrangementsand formal registration requirements to new patients, and those seekingtemporary treatment; ensuring all procedures are completed accurately.
- To be aware of specific clinicsheld by healthcare professionals and make patient appointments in linewith agreed procedures.
- To ensure patients are not keptwaiting for unreasonable lengths of time without explanation.
- To ensure patients withoutappointments but who need emergency appointments are seen in a logicalorder, and to make patients aware of the possibility that they may have towait until a clinician is available.
- To maintain the reception andwaiting room in a tidy manner, checking current validity of posters anduse of call display system.
- To ensure adequate patientinformation is readily available.
- To hand out repeat prescriptions,letters and reports to patients, confirming correct identity of patient.
- To process urgent repeatprescriptions.
- To receive specimens frompatients, ensuring correct bottles are provided, and forms accuratelycompleted.
- To liaise with externalorganisations, hospital and community services, CCG and PCC etc, tofacilitate on-going care of patients.
- To receive payments from patients,ensuring correct amount, the checking of personal cheques, givingreceipts, and entering details in reception petty cash book, as perPractice protocol.
- To act as chaperone for patientsand clinicians where needed.
- To provide GPs and visitors withrefreshments when requested.
TELEPHONE/ SWITCHBOARD
- To manage all incoming calls,ensuring each call is dealt with promptly and efficiently, with tact andsensitivity.
- To accurately record all relevantdetails of each call.
- To direct all calls to relevant teammember without delay and ensure messages are passed to appropriate personas per protocol.
- To telephone patients regardingappointments, treatment or administrative queries, ensuring identity ofpatients.
- To monitor the callboard and thereception team to ensure call wait times are low.
- To report any telephone issues tothe phone provider.
- To identify when a receptionistneeds assistance, offer help and if necessary ask for the call to betransferred to prevent a complaint.
- Manage verbal complaints and sendout hold letters to email complaints10
ADMINISTRATIVE
- To arrange ambulances forpatients requiring transport.
- To receive, check and distributeincoming post and deliveries.
- To photocopy and laminatedocuments as directed.
- Convert any un booked RT/TASappointment to triage appointments at the start of the session.
- To monitor the generic email,save information into patient record and allocate emails to the relevantdepartments.
- Monitor the eConsult mailbox,save to patient record and filter administration and booking eConsultslots with the appropriate clinician.
- To enter information on thecomputer as per Practice procedures, adding your initials to any dataadded to enable an audit trail.
- To update patients details andmaintain patients records accurately.
- To print out appropriateappointment lists at the end of each day, in case of computer failure.
- To ensure all defects in thecomputer system are reported to the Compliance Manager
- To contact the computer helplineand deal with IT faults, following guidance by the helpline team.
- To use the email system as a wayof communicating between team members regarding practice issues, checkingincoming mail on a daily basis.
GENERAL
- To supervise junior team members and assist in theirtraining and development
- To work both as part of a teamand independently, to ensure the smooth running of the Practice.
- To be polite and courteous topatients and visitors at all times.
- To be of smart dress code,wearing Practice uniform where applicable.
- To maintain strict patient andPractice confidentiality at all times, working within the boundaries ofthe Data Protection Act.
- To attend relevant training coursesto assist in Personal and Practice Development.
- To offer flexibility in coveringshifts or duties during team members absence.
- To attend and contribute toregular team and Practice meetings.
- To maintain staffresponsibilities relating to Health & Safety of patients, visitors andstaff, promoting a safe working environment, and reporting any risks tothe Practice Manager.
- To ensure the security of thepractice by locking doors when rooms not in use, and setting alarms whereinstalled.
- To undertake any other tasks of asimilar nature as may be required from time to time.
No jobdescription can be entirely comprehensive.This job description may be adapted as the Practice develops and to meetthe 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.