Receptionist

• - Answering telephone calls and responding to patient enquiries
• Welcoming patients at the reception desk
• Booking and managing appointments
• Completing a variety of administrative tasks
• Working closely with our clinical and administrative teams
• Handling confidential information professionally

• Check patients in for appointments and assist with general enquiries.
• Support the smooth flow of patients through the practice.
• Communicate with clinicians and other team members when required.
• Keep the reception area calm, tidy and organised.
• Respect patients privacy and maintain confidentiality at all times.

• Book, amend and cancel appointments accurately using SystmOne.
• Respond to general enquiries and direct patients to the appropriate service or member of staff.
• Follow practice procedures when receiving urgent or emergency calls and escalate concerns immediately where required.
• Take clear and accurate messages and pass them to the appropriate clinician or administrator promptly.
• Communicate sensitively with patients who may be worried, distressed or frustrated.

• Process online appointment requests, messages and administrative queries.
• Maintain accurate patient records, tasks and worklists on SystmOne.
• Monitor emails, call queues and other practice communication systems.
• Support the smooth running of the days appointments and reception services.
• Complete general administrative duties, including printing letters, preparing lists and entering data.
• Follow practice procedures for filing, communication and information sharing.

• Communicate clearly and professionally with clinicians, administrators and management.
• Provide additional cover during colleagues annual leave or sickness where required.
• Attend team meetings, training sessions and practice updates.
• Contribute ideas that could improve patient services or working processes.
• Promote a positive, respectful and supportive working environment.

• Maintain a professional, respectful and positive approach.
• Report incidents, risks or concerns promptly to the Reception Lead or Practice Manager.
• Complete all required mandatory training.
• Keep knowledge of practice systems, policies and procedures up to date.
• Work within the responsibilities and boundaries of the role.

• A friendly, polite and approachable manner.
• Confidence using computers and learning new systems.
• Good organisational skills and the ability to manage competing priorities.
• Ability to remain calm and professional in a busy environment.
• Strong attention to detail and accuracy.
• A reliable, flexible and supportive approach to teamwork.
• Understanding of the importance of patient confidentiality.
• Commitment to providing a high standard of patient service.

• Experience using SystmOne or another clinical record system.

• Uphold the values and reputation of Purbeck Health Centre.
• Follow all practice policies, procedures and applicable NHS requirements.
• Take responsibility for their own learning, training and professional development.
• Contribute to a positive, supportive and inclusive workplace.
• Carry out other reasonable duties appropriate to the role.

• Learn and develop their skills
• Share ideas and contribute to improvements
• Work collaboratively as part of a multidisciplinary team
• Make a positive difference to patients and the local community

Essential

• Friendly, approachable, and professional manner.
• Excellent communication skills, both written and verbal.
• Calm, patient, and respectful when dealing with people who may be upset or anxious.
• Able to work well under pressure and manage competing priorities.
• Reliable, flexible, and able to work as part of a team.
• Strong attention to detail and accuracy.
• Able to maintain confidentiality and professionalism at all times.
• Willingness to learn and adapt to new systems or procedures.
• Good time management and organisational skills.

Desirable

• Understanding of patient confidentiality, safeguarding, and data protection.
• Positive attitude and commitment to providing a high standard of patient service.
• Awareness of equality, diversity, and inclusion within a healthcare setting.

Essential

• Good general standard of education (GCSE level or equivalent in English and Maths).
• Confident using computers and able to learn new software systems.
• Willingness to complete in-house and external training relevant to the role (e.g. SystmOne, safeguarding, data protection, customer service).

Desirable

• Customer service or administration qualification (e.g. NVQ Level 2 or 3, or equivalent).
• Training or experience in a healthcare, call handling, or reception environment.
• Evidence of continuing personal development.

Essential

• Previous experience working in a receptionist, customer service, or administrative role.
• Experience dealing with the public, both face-to-face and over the telephone.
• Experience using computers and managing multiple tasks at once.

Desirable

• Experience working in a GP surgery, NHS, or other healthcare setting.
• Experience using SystmOne or similar clinical systems.
• Experience working as part of a busy front-line or call-handling team.