- Part-time or full-time, permanent
- 8am-6pm or 7am-6pm shifts available (must be able to work 3-4 full shifts a week - ideally including Mon, Wed & Fri)
- Full-time salary £28,997 per annum, pro rata for less than full time (full-time = 4 days)
- Closing date: Friday 28 August
"This is a supportive and positive place to work. It’s a vibrant, friendly Practice and staff really have a voice here: if I raise things I’m listened to. It’s a great team, doing great work." (Riverside staff member)
We’re looking for experienced customer service professionals with empathy and strong IT ability to join our busy Reception team - and provide the best possible experience to patients
Full training in how things work in our busy GP Practice will be provided - however successful applicants will be those with strong existing customer service experience, in a professional office setting.
Your ability to quickly understand new information and confidently apply this to your daily interactions with patients will be key to succeeding in this role, along with an ability to provide professional, helpful and non-judgmental customer service in every patient contact.
Working in our large, dynamic general practice you’ll work closely with the rest of our Reception team, Practice Management team, GPs and other Practice health professionals, to make sure that patients get the care they need, with the right person at the right time.
For us, it all starts with our team – because every single member of our team helps to provide care to patients. We have a real focus on making this a place where people want to work, with regular team activities and a friendly, supportive team working around you.
What you’ll do
- Support the Practice in delivering high quality care to patients
- Answer calls from patients, families and other health professionals, and manage requests in line with Practice procedures
- Book appointments with a wide range of health professionals at the Practice, and signpost patients to other services, in line with Practice protocols
- Being a welcoming and professional first point-of-contact at the Reception desk, booking in patients for appointments, handing over prescriptions, and managing all other requests and queries – for example passing on information about test results
- Complete other administrative tasks including calling patients to arrange appointments and pass on information, and accurately processing prescription requests, new patient registrations/change of details, sicklines and paperwork requests
- Ensure all GP and hospital correspondence is scanned and filed in relevant patient’s computerised records
- Maintain the customer-facing areas of the Practice
- Participate in daily team huddles, individual performance review and other Practice meetings
This job description is not exhaustive and may be adjusted from time to time.
You must
- Have existing clearance to work in in the UK for the post's advertised hours
- Have demonstrable customer service skills and experience in a professional, office setting
- Have considerable experience of - and enjoy - working with the general public within a busy environment
- Have strong general IT skills including Microsoft Office applications (Word, Teams, Outlook) and the ability to quickly learn how to use General Practice IT systems
- Have excellent verbal communication skills, with the ability to communicate well with patients of all ages and backgrounds on the phone and in-person, putting each individual patient at ease
- Have a structured approach to de-escalating concerns with an ability to calmly and compassionately manage challenging situations
- Be able to rapidly learn new information and apply this consistently in your daily interactions with patients
- Have good organisational and general administrative skills, with good attention to detail
- Be able to switch quickly between tasks dependent on the demands of the day.
- Have an ability to use initiative and lateral thinking to provide the best outcome for patients
- Be able to handle sensitive patient information in a confidential way, in line with NHS and Practice requirements, along with other sensitive business information
- Be able to follow Practice protocols including clinical triage protocol.
- Have strong interpersonal and organisational skills, which enable you to develop effective working relationships with the rest of the Practice team.
- Be able to reflect on your own performance, and with support to be able to identify and change your practice if things could have been handled differently for the benefit of patients
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Have a strong commitment to our efforts to create a positive culture, for the benefit of both patients and staff
- Be able to demonstrate a good level of educational achievement
It’d be nice (but not essential) for you to have
- Experience of working in General Practice or another NHS customer-facing role
- Experience of General Practice IT systems for example Vision and Docman
- Call centre or similar call handling experience
Why you'll love working here
- Full-time salary £28,997 per annum, pro rata for less than full time
- SPPA (NHS) pension (with continuity if you’re an existing SPPA member)
- Access to NHS Employee Assistance Programme
- Access to NHS Blue Light scheme and other NHS discounts
- In-house training programme with additional external training opportunities, which can equip you to develop into a range of General Practice or wider NHS administration roles
- Paid over-time opportunities
- Permanent contract
- Weekends and week days off work
- Friendly, supportive line management and wider Practice team
- 180 hours annual leave (pro-rata for less than full time) plus pro rata share of 8 public holidays
About us
Riverside Medical Practice is based in Musselburgh, close to both Edinburgh city centre and the beaches of East Lothian. Our team are expert, patient-centred, inclusive, collaborative and realistic. Our vision is to provide trusted care, empower individuals to live healthier lives, have a committed and supported team, and to work in a place (building) that works. We’re a busy surgery with 20,000 patients, located in an area with significant health inequality.
The Practice is based in a purpose-built health centre with recently refurbished staff kitchen, sun terrace and onsite parking. Tea, coffee and biscuits are always available! This is a well-organised practice, with mature systems and processes in place which allow our team to do their jobs to the very best of their abilities.
Pay: £28,997.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Transport links
Work Location: In person
