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Receptionist / care navigator

Full-time (37.5 hours a week) or part-time
8am-6pm or 7am-6pm shifts available (from 2 up to 4 days a week)
Full-time salary £23,464 per annum once probation period completed, pro rata for less than 37.5 hours
Closing date: Sunday 2 June – we may close the role early if a large number of people apply, so please apply early

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

Are you confident, hard working and reliable, with strong customer service experience? Do you want to use your skills to provide the best possible experience to patients? This might be the role for you!

We’re looking for people with good customer service experience, empathy and sound IT skills to join our busy Reception team. 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 a strong desire to provide professional, helpful and non-judgmental customer service in every patient contact. Full training in the tasks you’ll need to do will be provided.

Working in our large, dynamic general practice you’ll work closely with the rest of our Reception team, Practice Manager, triage 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’s in it for you?

£23,464 once probation period completed, pro rata for less than 37.5 hours
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
Regular paid over-time opportunities
Permanent contract
Weekends and week days off work
Friendly, supportive line management and wider Practice team
180 hours annual leave (if full time) plus 8 public holidays

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, ensuring all are tidy
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

Enjoy working with the general public within a busy environment, and have demonstrable customer service skills and experience
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
Have existing clearance to work in in the UK
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

About us

Riverside Medical Practice is based in Musselburgh, close to both Edinburgh city centre and the beaches of East Lothian. We’re a busy surgery with 20,000 patients, located in an area with significant health inequality.

This is an exciting time to join our stable, 50-strong team, as we continue to move out of the pandemic and re-focus our efforts on providing the best possible care to each individual patient with the resources we have available to us.

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.

We look forward to hearing from you and welcoming you to our team.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, acting in a way that recognizes the importance of people’s rights, behaving in a manner which is welcoming to every individual, non-judgmental and respectful of their circumstances, feelings and priorities.