Receptionist

• Acting as the first point of contact for patients, both face-to-face and over the telephone.
• Managing a high volume of incoming telephone calls and patient enquiries.
• Booking, amending and cancelling appointments.
• Dealing with patient queries sensitively, professionally and efficiently.
• Maintaining accurate patient records and ensuring confidentiality at all times.
• Helping to ensure the smooth day-to-day running of the practice.

• Have a friendly and positive manner, with a genuine desire to help people.
• Be confident communicating with a wide range of people, including those who may be anxious, upset or frustrated.
• Be able to remain calm, patient and professional under pressure.
• Have the ability to prioritise and manage competing demands in a busy environment.
• Be reliable, flexible and able to work both independently and as part of a team.
• Have good IT and keyboard skills.
• Demonstrate discretion and understand the importance of patient confidentiality.

• Welcome patients and visitors to the practice in a friendly, professional and courteous manner.
• Act as the first point of contact for patients, both face-to-face and over the telephone.
• Answer incoming telephone calls promptly, dealing with enquiries appropriately and directing calls to the relevant person or service.
• Manage appointment bookings, amendments and cancellations in accordance with practice procedures.
• Assist patients in accessing the most appropriate service, following practice protocols and guidance.
• Handle patient enquiries sensitively, particularly where patients may be distressed, anxious, frustrated or upset.
• Maintain a calm and professional approach when dealing with challenging situations.
• Ensure that patients are treated with dignity, respect and confidentiality at all times.
• Provide information about practice services, opening times and available clinics.

• Maintain accurate patient records and update information using the clinical computer system.
• Manage prescription related enquiries and direct requests to the appropriate team member.
• Process requests for medical records and other administrative information in accordance with practice policies.
• Monitor and manage administrative tasks allocated to the reception team, including SystmConnect.
• Ensure messages are recorded accurately and passed to the appropriate member of staff.
• Assist with general administrative duties to support the smooth running of the practice.

• Work collaboratively with colleagues across the reception, administration and clinical teams.
• Communicate effectively with GPs, Nurses, Advanced Clinical Practitioner, the Practice Manager, Deputy Practice Manager and wider multidisciplinary team.
• Support colleagues during busy periods and assist with the effective distribution of workload.
• Attend team meetings and training sessions as required.
• Maintain positive working relationships and contribute to a friendly, supportive and professional working environment.
• Share relevant information with colleagues to ensure continuity and consistency of service.

• Maintain strict patient confidentiality at all times.
• Comply with GDPR, the Data Protection Act and practice confidentiality policies.
• Ensure patient information is handled securely and only accessed or shared where appropriate.
• Maintain awareness of information governance requirements and the importance of protecting sensitive patient information.
• Ensure computer screens, paperwork and patient records are kept secure.

• Follow all practice policies, procedures and protocols.
• Maintain a clean, tidy and welcoming reception and waiting area.
• Report any health and safety concerns, incidents or safeguarding concerns to the appropriate person.
• Be aware of and follow the practice's safeguarding procedures.
• Undertake mandatory and role specific training as required.
• Participate in appraisals and personal development activities.
• Carry out any other reasonable duties appropriate to the role and level of responsibility.

Essential

• Good standard of general education.
• Basic IT skills, including confidence using computers, email and electronic systems.
• Willingness to undertake relevant training and develop the knowledge and skills required for the role.
• Previous experience or training in a healthcare or GP reception environment.
• Knowledge of NHS services and an understanding of patient confidentiality and information governance.

Desirable

• GCSE English and Maths (or equivalent) and/or NVQ Level 2 or 3 in Customer Service or a related subject.
• Previous training or qualifications in customer service.

Essential

• Excellent verbal and written communication skills.
• Friendly, approachable and professional manner.
• Good organisational and administrative skills.
• Ability to manage competing demands and prioritise workload effectively.
• Ability to work accurately and pay attention to detail.
• Good IT and keyboard skills.
• Ability to remain calm and professional when working under pressure.
• Ability to deal sensitively with confidential and sometimes distressing information.