Working in reception at a GP Surgery?

[tractorkeys]

I have been asked to interview for an admin/reception role at a GP Surgery close to where I live.

Can anyone give me any tips as to what I might be asked and if you think it’s a good role to have, if offered? Any highlights or downfalls? Happy to hear good and bad.

I’ve worked in a fairly stressful and high pressured environment as administrator for 9 years but it’s time to move on.

I've been in the job for 11 years. Every day is different and I enjoy learning new things and seeing and dealing with different people. To me it's a customer service role and I'm helpful, open and honest. If I can do something I will and have satisfaction that the patient has been dealt with well. If I can't do something I'll explain why.

Excellent spelling I think is important although my colleagues don't think like I do. I'd be horrified if I spelt gall stones goal stones for example.

Listening skills and correct note taking is essential.

Be prepared to be sworn at. My colleagues get more "fucks" than I do but if you handle the call well then this will be minimised.

Have a positive "I can do that" attitude especially when you are new because patients will invariably want to speak to another Receptionist because they know them. I don't pander to that and tell the new member of staff they need to help the patient themselves but I will help out if necessary.

Busy days go quickly.

Telephone skills are essential. Answering professionally, telling the patient they are being put on hold and why, if longer than expected, update them, thank them for holding. Don't call them love or whatever your local affectionate name is. Don't end the call with no problem, you can use you're welcome, it's a pleasure or even thank you for calling.

You will be part of a team.

You will be one of the top most hated people on Mumsnet.

Good luck with the interview.

I was a GPs receptionist for 3 years, although many moons ago now. I enjoyed the job, although I think it is far more stressful now. Tips are the same as in any customer service role, be polite, never over promise on what you can do, be honest, and ask the surgery how they would like you to deal with abuse. I think you need quite a tough skin to do it well. You can't take every comment calling you names to heart, you can't take on board everyone else's problems, and you can only do what the GPs are willing for you to do. It's hard when you desperately want to fit in another appt, yet the surgeries are full. It's harder still when the patient is complaining about the service, and you think they're right!

@TroysMammy

I've been in the job for 11 years. Every day is different and I enjoy learning new things and seeing and dealing with different people. To me it's a customer service role and I'm helpful, open and honest. If I can do something I will and have satisfaction that the patient has been dealt with well. If I can't do something I'll explain why.

Excellent spelling I think is important although my colleagues don't think like I do. I'd be horrified if I spelt gall stones goal stones for example.

Listening skills and correct note taking is essential.

Be prepared to be sworn at. My colleagues get more "fucks" than I do but if you handle the call well then this will be minimised.

Have a positive "I can do that" attitude especially when you are new because patients will invariably want to speak to another Receptionist because they know them. I don't pander to that and tell the new member of staff they need to help the patient themselves but I will help out if necessary.

Busy days go quickly.

Telephone skills are essential. Answering professionally, telling the patient they are being put on hold and why, if longer than expected, update them, thank them for holding. Don't call them love or whatever your local affectionate name is. Don't end the call with no problem, you can use you're welcome, it's a pleasure or even thank you for calling.

You will be part of a team.

You will be one of the top most hated people on Mumsnet.

Good luck with the interview.

Thank you. This is helpful. My current role is a top hated job on mumsnet so keeping that going 😉

@muddledmidget

I was a GPs receptionist for 3 years, although many moons ago now. I enjoyed the job, although I think it is far more stressful now. Tips are the same as in any customer service role, be polite, never over promise on what you can do, be honest, and ask the surgery how they would like you to deal with abuse. I think you need quite a tough skin to do it well. You can't take every comment calling you names to heart, you can't take on board everyone else's problems, and you can only do what the GPs are willing for you to do. It's hard when you desperately want to fit in another appt, yet the surgeries are full. It's harder still when the patient is complaining about the service, and you think they're right!

Thank you for your help.