GP Receptionist - Fixed Term

• Welcoming patients and visitors to the practice in a friendly and professional manner.
• Answering incoming telephone calls and dealing with enquiries appropriately.
• Taking accurate messages and passing information to the appropriate member of the team.
• Supporting GPs and clinicians with online triage requests using Accurx.
• Managing and monitoring the practice appointment system.
• Processing patient requests and directing them to the appropriate service or member of staff.
• Processing repeat prescription requests in line with practice procedures.
• Managing practice emails and electronic communications.
• Processing and distributing incoming and outgoing correspondence.
• Maintaining accurate and up-to-date patient information.
• Providing general administrative support to the clinical and management teams.
• Supporting other reception and administrative colleagues during busy periods.
• Providing cover for colleagues during periods of annual leave and sickness.
• Working flexibly across both practice sites as required.
• Using SystmOne and other practice IT systems following appropriate training.
• Following practice procedures for confidentiality, information governance and data protection.
• Maintaining a professional and helpful approach when dealing with patients, including during difficult or challenging conversations.

• Maintain patient confidentiality at all times.
• Ensure records and information are handled securely.
• Only access information necessary to undertake their role.
• Follow practice procedures relating to confidentiality and information governance.

• Follow the practice Health and Safety Policy.
• Use workplace security systems and procedures appropriately.
• Identify and report potential hazards and risks.
• Undertake work activities in a manner that manages risk appropriately.
• Follow infection prevention and control procedures.
• Maintain work areas in a clean, safe and tidy condition.
• Complete required Health and Safety training.

• Treating everyone fairly, respectfully and without discrimination.
• Respecting the privacy, dignity, beliefs and individual needs of patients and colleagues.
• Communicating in a welcoming and non-judgemental manner.
• Recognising and responding appropriately to individual communication needs.
• Following practice equality and diversity policies and relevant legislation.

• Participate in

Essential

• Experience of working in a customer-facing, reception, administrative or service-based role
• Experience of dealing with members of the public, including people who may be upset, anxious or frustrated
• Experience of working as part of a team
• Experience of using telephone and computer systems as part of a working role
• Experience of managing competing tasks and priorities in a busy environment
• Experience of handling confidential or sensitive information appropriately

Desirable

• Previous experience of working within General Practice or Primary Care
• Previous experience of working within the NHS or another healthcare setting
• Experience of using SystmOne or another clinical system
• Experience of using Accurx or another online patient communication / triage system
• Experience of appointment booking or diary management
• Experience of working in a busy reception or telephone-based environment
• Experience of dealing with confidential patient or customer information

Essential

• Good standard of general education, including English and Maths at GCSE level or equivalent
• Good written and verbal communication skills
• Basic IT skills and confidence using computer systems
• Full UK driving licence and access to a car, as the role requires regular working across both practice sites
• Willingness to undertake role-specific training and mandatory NHS training

Desirable

• Previous reception or customer service experience
• Previous experience working within the NHS, General Practice or another healthcare setting
• NVQ or equivalent qualification in Business Administration, Customer Service or a related subject
• Experience of using SystmOne or another clinical system
• Experience of using Accurx or another online patient communication / triage system
• Previous training in confidentiality, information governance or data protection
• Experience of working in a busy telephone-based or front-of-house environment