Front of House

• Welcoming patients and visitors and dealing with enquiries at reception.
• Answering telephone calls and supporting patients to access the most appropriate service.
• Booking, changing and cancelling appointments in line with practice procedures.
• Processing patient requests and administrative queries accurately and efficiently.
• Signposting patients to appropriate members of the practice team and other healthcare services.
• Maintaining accurate patient records and handling confidential information appropriately.
• Working closely with clinical and administrative colleagues to support effective patient care.
• Managing challenging or sensitive situations professionally and escalating concerns when required.
• Completing general reception and administrative duties to support the day-to-day running of the practice.

• Answer incoming telephone calls and respond to patient queries.
• Care navigate patients to the most appropriate clinician, service or team using agreed practice pathways.
• Book, amend and cancel appointments in line with practice procedures.
• Support patients with general enquiries, including prescriptions, test results and other administrative requests.
• Accurately record information and maintain patient records on the clinical system.
• Recognise urgent or concerning situations and escalate appropriately.
• Manage difficult or sensitive conversations calmly and professionally.
• Maintain patient confidentiality and follow information governance procedures at all times.
• Work closely with clinical and administrative colleagues to support the smooth running of the practice.
• Complete required training and contribute positively to the wider practice team.

Essential

• Ability to multitask and remain calm under pressure
• Ability to work effectively as part of a team
• Understanding of the importance of confidentiality and data protection
• Strong customer service and interpersonal skills

Essential

• Excellent customer service and communication skills, with a professional and welcoming manner.
• Confident communicating with patients face-to-face and over the telephone.
• Ability to remain calm, professional and compassionate when dealing with upset, anxious or challenging patients.
• Strong attention to detail and ability to maintain accurate records.
• Willingness to undertake all required training and development for the role.

Desirable

• Previous experience working in a GP practice, NHS or other healthcare environment.
• Previous experience in a reception, front-of-house, call-handling or customer service role.
• Experience dealing with a high volume of telephone calls and face-to-face enquiries.
• Experience using SystmOne or another clinical system.
• Knowledge of GP practice appointment systems and patient access routes.
• Understanding of NHS confidentiality, GDPR and information governance requirements.