GP Receptionist

Essential Criteria

• Previous experience using EMIS in a GP practice is essential

• Previous NHS or GP practice reception/administrative experience
• Excellent customer service and communication skills
• A professional and friendly telephone manner
• Ability to communicate effectively with patients, carers, GPs and other healthcare professionals
• Good working knowledge of Microsoft Word, email and internet applications
• Ability to remain calm and professional when dealing with difficult or challenging situations
• Excellent organisational skills and the ability to multitask
• Ability to manage workload effectively and work to deadlines
• Flexible, enthusiastic and reliable approach to work
• Self-confidence, energy, determination and perseverance
• Ability to work effectively as part of a team
• Willingness and ability to provide cover for holidays and sickness
• High level of confidentiality, integrity and professionalism

• Booking, cancelling and rearranging patient appointments via EMIS, telephone, face to face and email
• Using EMIS effectively to access and update patient records and undertake relevant administrative tasks
• Processing prescription requests in accordance with practice procedures
• Handling patient enquiries and requests appropriately and efficiently
• Responding to telephone calls, emails and face-to-face enquiries
• Liaising with GPs, practice staff, hospitals and other community healthcare providers
• Handling requests from patients and GPs and ensuring these are directed to the appropriate member of the team
• Signposting patients to appropriate services where required
• Processing correspondence and administrative tasks accurately
• Maintaining accurate and up-to-date patient information
• Ensuring all work is completed in accordance with practice policies and procedures
• Supporting colleagues and providing reception cover when required

• Alert team members to issues relating to quality, safety and risk
• Take responsibility for their own performance and actions
• Contribute positively to team effectiveness and suggest improvements to practice processes
• Work effectively with colleagues and external healthcare providers to meet patients' needs
• Manage their own time, workload and resources effectively
• Participate in relevant audits and quality improvement activities where appropriate
• Follow practice policies, procedures, standards and clinical guidance relevant to the role

• Comply with the practice's health and safety and infection prevention and control policies
• Complete all mandatory training relevant to the role
• Maintain a safe, clean and tidy working environment
• Identify and report health and safety or infection control risks promptly
• Follow appropriate procedures to minimise risks to patients, visitors and staff
• Use workplace security systems appropriately
• Maintain high standards of cleanliness within reception, administrative and patient-facing areas
• Report hazards and take appropriate corrective action where required

• Treating everyone with dignity, respect and professionalism
• Respecting patients' privacy, dignity, needs, beliefs and individual circumstances
• Providing a welcoming, non-judgemental and inclusive service
• Recognising and responding appropriately to individual communication needs
• Working in accordance with practice policies and current equality and diversity legislation

• Participate in training relevant to the role and the running of the practice
• Complete mandatory and role-specific training within required timescales
• Participate in an annual performance review
• Take responsibility for maintaining their own knowledge, skills and development
• Identify learning needs and undertake relevant training
• Share knowledge and good practice with colleagues where appropriate

• Communicate clearly and professionally with patients, carers, colleagues, GPs and other healthcare professionals
• Maintain a professional and empathetic approach when dealing with patients
• Recognise individual communication needs and adapt communication accordingly
• Ensure messages and requests are recorded and passed to the appropriate person accurately
• Contribute to improving communication within the practice

• Hospitals and outpatient departments
• Other GP practices
• Community healthcare services
• Other NHS and healthcare providers

Desirable

• GCSE grade A - C in English

Essential

• Previous hands-on experience using EMIS within a GP practice is essential
• Previous NHS, GP practice or healthcare experience
• Excellent customer service and communication skills
• Good telephone manner and ability to deal confidently with patients
• Experience booking appointments and handling patient queries
• Experience processing prescription requests
• Ability to remain calm and professional when dealing with difficult situations
• Good organisational skills and ability to multitask and prioritise
• Reliable, flexible and able to work as part of a team
• Good IT skills, including email, Word and internet
• Understanding of confidentiality and data protection
• Professional, empathetic and respectful approach to patients

Desirable

• Previous GP reception or administration experience
• Experience liaising with hospitals, community services and other GP practices
• Experience using other NHS systems such as SystmOne, Docman or e-RS
• Knowledge of NHS primary care services and procedures
• Experience contributing to audits or service improvements