Receptionist / Care Coordinator

You will provide front-line reception, telephone and administrative support ensuring patients are directed to the right care quickly, accurately and professionally. Working closely with our Reception Supervisors and clinical team, becoming part of a supportive, experienced practice where colleagues work together to achieve the best outcomes for patients. A team that values collaboration, professionalism and a positive approach to overcoming the challenges of a busy healthcare environment.

To be responsible for undertaking a wide range of reception, telephone and administrative duties. This will be under the direction of the Reception Supervisors and Patients Services Manager, with the aim of providing comprehensive support to the multidisciplinary team at the Practice, and the best possible service to our patient population. Provide general assistance to the Practice Team and project a positive and friendly image to patients and other visitors, in person, by phone or via electronic means.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Allocated duties will vary on a day to day basis depending on current and evolving workloads, skill mix and staffing levels.

The duties and responsibilities to be undertaken by members of the practice reception team may include any or all of the items in the following list.

Opening up/locking up of practice premises and maintaining security in accordance with current practice protocols.

Maintaining and monitoring the practice appointments system.

Monitor flow of patients into the waiting room, ensuring the appointment system accurately reflects the arrival of patients.

Processing personal and telephone requests for appointments, visits and telephone consultations, in accordance with practice guidelines; ensuring callers are sign-posted to the appropriate healthcare professional / service.

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice at all times.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Using your own judgement and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Have a working knowledge of the telephone system.

Enter requests for home visits onto the electronic appointment system, ensuring to carefully record all relevant details and referring to the duty doctor where necessary.

Enter patient information onto the computer as required, in accordance with practice guidelines.

Administrative tasks as required for examples scanning documents onto medical records

Scan and photocopy when requested to do so.

Keep the reception and waiting areas, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

Any other duties appropriate to the post that may be agreed from time to time.

Confidentiality.

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health and safety policy, and the practice infection control policy and published procedures. This will include:

Using personal security systems within the workplace according to practice guidelines.

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Actively reporting of health and safety hazards and infection hazards immediately when recognised.

Keeping own work areas and general patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.

Reporting potential risks identified.

Demonstrate due regard for safeguarding and promoting the welfare of children.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Behaving in a manner that is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights.

The post holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance.

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk.

Assess own performance and take accountability for own actions, either directly or under supervision.

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources.

The post holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognise peoples needs for alternative methods of communication and respond accordingly.

The post-holder will

Apply practice policies, standards and guidance

Dr Stocks & Partners is a large two site Practice and all staff are required to generally support the Practice and its patients. As such there are a variety of responsibilities that apply regardless to this role. These are just some examples and should not be regarded as in any way exhaustive. Full training will be provided where required.

You will be joining a

large, friendly, and supportive multidisciplinary team that works closely

together to deliver high-quality care to our patients. Our reception and care

coordination team are experienced, professional, and patient-focused, playing a

vital role in the smooth running of the practice.

atmosphere is busy and fast-paced, and we work hard under pressure, supporting

each other during peak times and valuing teamwork, reliability, and mutual

respect. Staff are expected to follow processes, communicate clearly, and step

in to assist colleagues when needed. In return, your support, reliability, and

positive approach will make a real difference and be genuinely appreciated, as

you contribute to a practice that values fairness, professionalism, and

collaboration.

Qualifications

Experience

Personal Qualities & Attributes