QUALIFICATIONS

GCSE grades A – C or equivalent
Experience of equivalent working as a receptionist or within a contact centre or customer facing role.
Excellent numeracy
Knowledge of EMIS web clinical system (preferred)

EXPERIENCE

Deal with patients/customers over the telephone and face to face in a pressurised environment
Ability to multitask,
Problem solving – seeking solutions from a variety of sources to resolve complex problems.
Working with PC systems and good keyboard skills

KNOWLEDGE

Ability to learn new skills
Primary Healthcare duties and IT skills Services
Personal Health & Safety
GDPR and confidentiality
Excellent customer service skills, tactful, polite and patient, verbal, written and negotiating skills

Provide the first point of patient contact for all patient/customer enquiries and through all mediums (telephone, face to face, written etc.)
To deal with enquiries related to the service delivered by the surgery, seeking information, and provide advice where necessary.
Understand the relevant legislation, procedures and computer systems surrounding the functions of the Surgery.
Liaise with the team in order to seek solutions to more complex issues and deliver resolutions to customer enquiries.
Carry out general clerical duties.
Record and collate information as required for reporting purposes. Management of email inboxes, responding to customers/patients and facilitating requests in a timely manner in line with key performance indicators.
To work according to the staff Rota and contributing to a safe working environment.
To take an active part in service development both as an individual and at team meetings and at 121 meetings.
Operate and maintain patient related information systems to the required standards to process work, maintain accurate records and access information.
Suggest improvements to the service and participate in development groups and activities as appropriate.
To undertake any other duties that can reasonably be expected of the role and the level of responsibility.