Receptionist / Administrator

• Welcome patients and respond to enquiries in person and by telephone with kindness, patience and professionalism.
• Listen carefully, explain practice processes clearly and direct patients to the appropriate person or service.
• Remain calm during difficult conversations, help resolve concerns and seek support when needed.
• Take accurate messages and pass information promptly to the relevant team member.
• Communicate effectively with patients, carers, colleagues and external services.

• Book and manage appointments in line with practice procedures.
• Receive and pass on home visit requests appropriately.
• Process repeat prescription requests in accordance with practice guidelines.

• Register new patients and update changes to personal details accurately.
• Maintain patient records using EMIS Web.
• Process clinical documents through Docman and EMIS in line with training and written protocols.
• File correspondence and support recalls for medical reviews.
• Monitor and action incoming emails, referring queries appropriately.
• Complete general administrative tasks, including photocopying and emailing.
• Organise and prioritise allocated work, completing tasks accurately and within required timescales.

• Work flexibly across reception and administration, adapting to changing priorities.
• Support colleagues and provide agreed cover for staff absence and annual leave.
• Follow opening, closing and building security procedures.
• Keep work areas tidy, safe and organised.
• Undertake other reasonable duties appropriate to the role.

• Maintain patient, staff and practice confidentiality at all times.
• Follow practice policies, written protocols and information governance requirements.
• Uphold equality, dignity and respect in all interactions.
• Follow health and safety, infection prevention and safeguarding procedures, reporting concerns promptly.
• Complete required training and participate in appraisals.
• Take responsibility for learning practice processes, acting on feedback and maintaining agreed standards.
• Contribute suggestions and participate in service improvements, practice meetings or audits when required.

Essential

• A good standard of general education, with clear written English and numeracy skills.
• Experience of providing customer service and communicating with members of the public.
• Experience of working effectively with others.
• Clear, polite and confident verbal and written communication.
• Good computer skills, including email and Microsoft Office.
• Strong organisational skills and attention to detail.
• Ability to prioritise, multitask and work to deadlines.
• Ability to remain calm, professional and helpful under pressure.
• Ability to handle difficult conversations sensitively and recognise when to escalate concerns.
• Understanding of confidentiality and the importance of accurate records.
• A friendly, empathetic and patient-focused approach.
• A positive attitude, reliability and commitment to completing work.
• Ability to work independently and as part of a team.
• Initiative and practical problem-solving skills.
• Flexibility when duties or priorities change.
• Willingness to learn, accept feedback and follow agreed procedures.
• Honesty, integrity and respect for others.
• Willingness to provide agreed additional cover when required.

Desirable

• A relevant qualification in customer service, business administration or medical reception, such as an NVQ or AMSPAR qualification.
• Previous experience in a GP surgery or another healthcare setting.
• Experience of reception and administrative duties.
• Experience using EMIS Web and Docman.
• Understanding of general practice processes, including appointments, prescriptions and patient registration.
• Experience of managing challenging customer or patient interactions.