Receptionist & Prescription Clerk

• Welcome and assist patients, visitors and healthcare professionals.
• Manage telephone calls, appointments, enquiries and messages.
• Support patient registrations, online services and routine administrative tasks.
• Process repeat prescription requests accurately and within agreed timescales.
• Prepare prescriptions and medication labels for dispensing patients.
• Liaise with GPs, pharmacists, hospitals and other healthcare professionals regarding prescription queries.
• Support prescription administration, filing, delivery schedules and dispensary paperwork.
• Use EMIS Web, Patient Access and other practice systems to keep patient information accurate and up to date.
• Monitor emails, tasks and workflows and ensure work is completed or appropriately handed over.
• Help maintain an organised, welcoming and professional reception environment.

• Welcome patients and visitors in a friendly, professional and confidential manner.
• Ensure all visitors sign in and out appropriately.
• Answer incoming telephone calls promptly, directing enquiries to the appropriate member of staff where necessary.
• Book, amend and cancel appointments in accordance with practice protocols.
• Accurately record telephone messages, appointment requests and home visit requests on the clinical system.
• Relay test results to patients once authorised by a GP or clinician.
• Handle patient enquiries and concerns professionally, escalating complaints to the Reception Lead or Practice Manager where appropriate.
• Process new patient registrations and assist patients with Online Services registration.
• Monitor emails, tasks and workflows regularly and action them appropriately.
• Process incoming and outgoing correspondence, including scanning documents and distributing internal and external mail.
• Assist with patient recalls and other routine correspondence.
• File patient records and ensure electronic records are maintained accurately.
• Ensure reception and waiting areas remain clean, tidy and well stocked with forms and stationery.
• Keep patient information displays and noticeboards up to date.
• Complete opening and closing reception procedures as required.
• Support the induction and training of new reception staff where appropriate.

• Process repeat prescription requests received online, by paper, telephone or from external organisations in accordance with practice protocols.
• Print repeat prescriptions for dispensing, non-dispensing and weekly MDS patients within agreed timescales.
• Accurately issue labels for repeat medication for dispensing patients.
• Liaise with GPs, pharmacists, hospitals, care homes and other healthcare providers regarding prescription queries.
• Assist with prescription administration, filing and preparation for payment claims.
• Prepare delivery schedules where required.
• Sort and file dispensary invoices and other documentation.
• Undertake general dispensary administrative duties.
• Ensure prescriptions are processed safely, accurately and in accordance with Standard Operating Procedures (SOPs).
• Escalate prescription queries or discrepancies to the Pharmacist or Dispensary Lead where appropriate.

• Develop and maintain positive working relationships with colleagues, patients and external organisations.
• Use EMIS Web, Patient Access, NHS systems and Microsoft Office confidently and accurately.
• Ensure outstanding work and important information are handed over appropriately at the end of each shift.
• Attend staff meetings, mandatory training and practice events as required.
• Participate in the practice appraisal process and complete agreed learning objectives.
• Maintain strict patient and staff confidentiality in accordance with GDPR and NHS policies.
• Adhere to all practice policies, procedures and Standard Operating Procedures.
• Comply with Health & Safety requirements and contribute to maintaining a safe working environment.
• Maintain a professional appearance and behave courteously and respectfully at all times.
• Undertake any other reasonable duties appropriate to the role as requested by the Practice Manager or Practice Partners.

• Excellent verbal and written communication skills.
• Strong customer service skills with a caring and professional approach.
• Good organisational skills and attention to detail.
• Ability to work independently and prioritise a varied workload.
• Confident using computer systems and learning new software.
• Ability to remain calm under pressure in a busy environment.
• Flexible and reliable team player.
• Commitment to maintaining patient confidentiality.

• Previous experience working in General Practice or another healthcare setting.
• Experience using EMIS Web.
• Previous dispensary or prescription processing experience.
• Knowledge of NHS prescribing processes.
• Experience of dealing with the public in a customer-facing role.

• Participate fully in the annual appraisal process.
• Complete all mandatory training required by the practice.
• Attend additional training and development opportunities appropriate to the role.
• Keep knowledge and skills up to date to support both reception and prescription responsibilities.

Essential

• Experience working in a customer-facing or patient-facing role.
• Experience using computer systems and processing information accurately.
• Experience handling telephone calls, enquiries or requests professionally.
• Experience working as part of a team in a busy environment.
• Experience managing and prioritising a varied workload.

Desirable

• Previous experience working in General Practice, primary care or another healthcare setting.
• Previous experience processing prescriptions or working within a dispensary or pharmacy.
• Experience using EMIS Web or another clinical/healthcare computer system.
• Knowledge or experience of NHS administrative processes.
• Experience dealing with confidential or sensitive information.

Essential

• Good standard of general education, including literacy and numeracy.
• Willingness to undertake all training required for the role.

Desirable

• GCSE English and Maths or equivalent.
• Previous healthcare, administration or customer service-related qualification.
• Relevant NHS, primary care or medical administration training.