Senior Medical Receptionist​/Shift Supervisor

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.

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.

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.

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.

The following are the core responsibilities of the Senior Receptionist. There maybe on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

• To supervise the reception team during the shift
• To greet and welcome patients and visitors to the Practice.
• To respond to enquiries, whether inperson or by telephone, in a friendly and efficient manner.
• To explain Practice arrangements and formal registration requirements to new patients, and those seeking temporary 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 and waiting room in a tidy manner, checking current validity of posters anduse of call display system.
• To ensure adequate patient information 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 from patients, ensuring correct bottles are provided, and forms accurately completed.
• To liaise with external organisations, hospital and community services, CCG and PCC etc, to facilitate 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 per Practice protocol.
• To act as chaperone for patient sand 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 and sensitivity.
• To accurately record all relevantdetails of each call.
• To direct all calls to relevant team member without delay and ensure messages are passed to appropriate personas per protocol.
• To telephone patients regardingappointments, treatment or administrative queries, ensuring identity of patients.
• To monitor the callboard and the reception 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 complaints
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ADMINISTRATIVE

• To arrange ambulances for patients 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 relevant departments.
• Monitor the eConsult mailbox,save to patient record and…