GP Receptionist / Administrator

• Process appointment requests received in person, by telephone and online.
• Answer incoming telephone calls, deal with requests appropriately and transfer calls when required.
• Guide patients to the appropriate service in accordance with practice procedures.
• Respond to queries efficiently and sensitively, recognising those requiring prompt attention.
• Initiate contact with patients, colleagues and external agencies as required.
• Record and pass on information and messages accurately.
• Support patients in accessing practice services and communicate clearly and respectfully.
• Maintain the reception area and patient notice boards.
• Complete opening and closing procedures in accordance with the duty rota.

• Register new and temporary patients and update patient demographics.
• Process incoming and outgoing patient records, including relevant GP2GP tasks.
• Process incoming and outgoing correspondence.
• Scan and attach documentation to patient records where required.
• Process and route electronic workflow documents, completing administrative actions within agreed procedures.
• Enter information accurately into patient healthcare records.
• Undertake clinical coding and summarise patient records following appropriate training and practice guidance.
• Process referrals using the appropriate electronic systems, following clinical instructions and practice procedures.
• Monitor referral administration and follow up outstanding queries or actions.
• Process prescription requests in line with practice procedures, referring queries to the appropriate clinician when required.
• Carry out system searches and support patient invitations, recalls and follow-up correspondence.
• Learn the basics of Quality and Outcomes Framework (QOF) administration and support monitoring, recalls and follow-up as directed.
• Learn the practices electronic processes for managing private work, including medical reports, fees, invoicing and payments, to provide cover when required.
• Learn and support the processes for handling Subject Access Requests (SARs) in accordance with practice procedures.
• Provide administrative and organisational support for medical student placements and GP training.
• Provide cover for colleagues across the administrative team once trained.

• Review outstanding work and identify tasks requiring attention without waiting to be asked.
• Take initiative within the responsibilities of the role and seek guidance when needed.
• Follow tasks through to completion and maintain clear records of progress.
• Inform the Practice Manager or Reception Supervisor promptly if workloads, difficulties or delays may affect completion.
• Adapt to changing priorities and move between duties as directed.
• Work cooperatively with colleagues and support the wider multidisciplinary team.
• Provide additional reception cover during annual leave, sickness and other staffing pressures.
• Suggest practical improvements to administrative processes.
• Maintain a clean, tidy and organised working area.

• Support practice audits and administrative projects.
• Assist with meeting arrangements, agendas and minutes.
• Monitor and order stationery and other supplies.
• Attend team meetings and contribute to discussions about practice processes.
• Undertake other reasonable duties appropriate to the role, as directed by the Practice Manager or Reception Supervisor.

• Handle information securely and follow practice information governance procedures.
• Follow practice policies, procedures and relevant guidance.
• Report errors, incidents, near misses and concerns promptly.
• Recognise the limits of the role and refer clinical questions or decisions to an appropriate clinician.
• Treat patients, visitors and colleagues with respect.
• Complete mandatory training and participate in training relevant to the role.

Essential

• We would like to hear how your skills and experience would suit this role. Please use your supporting statement to give examples showing how you meet each essential criterion, along with any desirable qualifications or experience you have. Examples can come from employment, volunteering, education or other relevant experience.
• To help us assess your application, please tell us what you did and how you approached it, rather than simply stating that you have a skill. We can only mark a criterion as met where supporting evidence is provided, so including examples will give your application the best opportunity to be shortlisted.
• Essential - GCSE English and Mathematics at grade C/4 or above, or equivalent.

Desirable

• Experience of reception or administrative work.
• Experience of working in general practice or another healthcare setting.
• Experience of referrals, patient records, document workflow, prescription administration, QOF or private income processes.
• Experience of using EMIS Web or another clinical system.

Essential

• Communication and patient support: Ability to communicate clearly in writing, by telephone and in person, adapting your approach to support people who may be upset, anxious or frustrated.
• IT and accuracy: Ability to use computer systems, including Microsoft Office and Outlook, to enter, retrieve and process information accurately.
• Organisation and deadlines: Ability to prioritise competing tasks, manage a busy workload and complete work accurately within agreed targets and deadlines.
• Initiative and judgement: Ability to identify work that needs doing, take appropriate action without waiting to be asked and recognise when guidance is needed.
• Teamwork and independent working: Ability to work cooperatively with colleagues, share responsibilities and follow tasks through independently.
• Flexibility and learning: Willingness to learn different reception and administrative functions and adapt to changes in duties and priorities.
• Confidentiality and procedures: Understanding of the importance of confidentiality, with the ability to follow procedures and raise errors or concerns promptly.

Essential

• Ability to work 37.5 hours per week across the practice rota, including 7.30am starts and 6.30pm finishes.
• Willingness to support the reception service for a minimum of 15 hours per week and provide additional reception cover when required. The balance of duties will be directed by the Practice Manager or Reception Supervisor according to practice needs.
• Please confirm in your application that you can meet these working requirements.