Receptionist - General Practice

• Providing a warm, friendly and efficient reception service to patients and everyone visiting the practice.
• Responding to general enquiries and helping patients understand practice services, procedures and processes.
• Supporting patients with appointment, home visit and telephone consultation requests, in line with practice protocols and guidance.
• Answering and making telephone calls, directing enquiries to the appropriate person and taking clear and accurate messages when required.
• Using good judgement, empathy and communication skills to support patients who may require urgent assistance, helping them access the appropriate member of the practice team.
• Welcoming patients attending appointments and helping them navigate their visit to the practice.
• Processing repeat prescription requests in accordance with practice guidelines and ensuring completed prescriptions are provided to the correct patient.
• Welcoming new patients to the practice, explaining our arrangements and helping them complete the necessary registration processes.
• Processing and distributing incoming and outgoing correspondence.
• Arranging patient transport where required.
• Scanning and accurately processing information into patient records.
• Maintaining filing systems and patient records in an organised and confidential manner.
• Advising patients of any relevant charges for private services, receiving payments and issuing receipts.
• Helping to keep the reception area, noticeboards and patient information displays welcoming, tidy and up to date.
• Supporting colleagues by being confident and flexible in covering the different reception duties when needed.
• Developing a good working knowledge of the practice telephone and communication systems, including arrangements during and outside normal practice hours.

• Contacting patients by telephone, letter or other agreed methods regarding appointments, recalls, reminders and other practice communications.
• Photocopying, scanning and preparing documents as required.
• Supporting the processing and accurate recording of information.
• Providing general administrative and clerical support to colleagues across the practice.

• Develop a good understanding of practice procedures and work in accordance with agreed protocols and guidance.
• Work collaboratively with clinical, reception and administrative colleagues, helping and supporting one another during busy periods.
• Handle patient information carefully, accurately and confidentially.
• Support the security of the practice, including having a good understanding of doors, windows, alarms and other security arrangements.
• Assist with opening and closing the practice when required, following agreed safety and security procedures.
• Complete accurate computer data entry and process information in accordance with practice procedures.
• Provide clerical and administrative assistance to colleagues as required.

• Respect the privacy and confidentiality of patients, carers, colleagues and others at all times.
• Treat all information you come across through your work, whether relating to patients, staff, other healthcare professionals or the practice itself, as confidential.
• Only share confidential information with authorised individuals and where appropriate to do so, in accordance with practice policies, procedures and relevant data protection requirements.
• Handle all personal and sensitive information with care, discretion and professionalism, helping our patients feel confident that their information is safe with us.

• Following practice health, safety and security procedures.
• Using personal security systems appropriately and in line with practice guidance.
• Being aware of potential risks within your day-to-day work and taking sensible steps to manage them.
• Making good use of training and keeping your knowledge and skills up to date.
• Following appropriate infection prevention and control procedures.
• Helping to keep work areas clean, tidy, safe and free from avoidable hazards.
• Promptly raising any health, safety or security concerns with the appropriate member of the team.

• Treat everyone fairly, with kindness, dignity and respect.
• Recognise and respect individual needs, beliefs, backgrounds, circumstances and choices.
• Provide a welcoming and non-judgemental service, recognising that every person's situation and experience is different.
• Respect people's privacy, dignity and individual rights.
• Help us maintain an inclusive and supportive environment where everyone is treated as an individual.

• Taking part in relevant training and learning opportunities provided by the practice.
• Participating positively in regular reviews and conversations about your performance, development and wellbeing.
• Taking an active role in your own learning and maintaining an appropriate record of training and professional development.
• Sharing knowledge, skills and experience with colleagues and supporting others who are learning.
• Being open to feedback and using it as an opportunity to learn, develop and grow within the team.

• Raise any concerns relating to quality, safety or risk with the appropriate member of the team.
• Take responsibility for your work and ask for support or guidance whenever needed.
• Reflect positively on your own work and contribute to discussions about how we can improve the way we work together.
• Share ideas and suggestions, recognising that improvements can come from anyone within the team.
• Work collaboratively with colleagues and other health and care organisations to support the needs of our patients.
• Organise your time and workload effectively, while recognising that we work as a team and support one another when things get busy.

• Communicate with colleagues in an open, respectful and supportive way.
• Communicate with patients and carers with kindness, patience and understanding.
• Listen carefully and respond appropriately to people's individual needs and circumstances.
• Recognise when someone may need information communicated differently and make reasonable efforts to support them.
• Help maintain a positive team environment by sharing information, asking questions and supporting colleagues.

• Work in accordance with practice policies, procedures, standards and guidance.
• Take an active interest in how our services operate and how your role contributes to the wider practice.
• Work with colleagues to understand and positively implement changes to policies, procedures and ways of working.
• Participate in audits, reviews and improvement activities where appropriate.
• Embrace positive change and new ways of working that help us improve services for our patients and support our team.
• Contribute your ideas and experience, helping us to continue developing as a practice.

Essential

• Administrative/Reception experience
• Understanding the importance of dealing with confidential/sensitive issues appropriately
• Be able to create a good rapport with patients

Essential

• Good standard of general education
• Experience of working with the general public
• Excellent communication skills (Written and Oral)
• IT skills
• Clear, polite telephone manner
• Time Management and the ability to work to deadlines
• Problem solving skills
• Interpersonal skills
• Smart, polite and confident
• Planning and organising
• Performing under pressure
• Adaptability
• Using initiative
• Team working
• Self motivated
• Flexibility
• Confidentiality

Desirable

• GCSE Mathematics C or above
• GCSE English C or above
• Experience of reception work
• Experience of working within General Practice
• Knowledge of SystmOne