GP Receptionist

Job Purpose To provide an efficient, professional and welcoming reception service to patients and visitors, supporting the smooth running of the practice and ensuring patients receive appropriate assistance and guidance. The post holder will be a key point of contact for patients, providing high-quality administrative support while maintaining confidentiality, professionalism and excellent customer service at all times. Key Responsibilities Patient Services and Communication • Act as a first point of contact for patients, visitors and other healthcare professionals, providing a friendly and professional service. • Answer telephone calls and deal with patient enquiries in a polite, efficient and timely manner. • Deal with face-to-face enquiries at reception and provide appropriate assistance or signposting. • Support patients in accessing appropriate services in line with practice procedures. • Communicate with patients using approved methods, including telephone, face-to-face contact and digital platforms such as AccuRx. • Communicate information from clinicians to patients, including relaying GP comments and agreed actions, in accordance with practice procedures. • Contact patients on behalf of clinicians and other members of the practice team where required. Appointments and Patient Requests • Book, amend and cancel appointments in accordance with practice procedures. • Process online patient requests and actions appropriately, following direction from the clinical team where required. • Support recall processes by contacting patients and arranging appointments or investigations as requested. • Process prescription requests in accordance with practice procedures, ensuring requests are directed appropriately to the relevant clinical team. • Liaise with pharmacies and other organisations regarding prescription-related queries when required. Clinical and Administrative Support • Use SystmOne and other practice systems accurately and appropriately. • Record and update patient information accurately where required. • Receive incoming correspondence, forms and documentation from patients and external organisations, ensuring items are directed to the appropriate team for processing. • Receive and manage patient samples and specimens in accordance with practice procedures, including requesting, labelling and directing items appropriately for processing. • Complete administrative tasks delegated by clinicians and other members of the practice team. • Ensure messages and tasks are processed accurately and directed to the appropriate person. Reception Operations • Support the smooth running of the reception area. • Maintain a clean, tidy and professional reception environment. • Undertake opening and closing procedures where this has been agreed as part of the post holders responsibilities. • Handle petty cash in accordance with practice procedures. • Work flexibly with other members of the Reception Team to ensure appropriate cover and continuity of service, including participation in the reception rota and providing additional cover where required. Team Working and Professional Responsibilities • Work collaboratively with colleagues across the practice to provide an effective service to patients. • Communicate effectively with clinical and non-clinical colleagues. • Attend and participate in relevant meetings and training as required. • Undertake mandatory and role-specific training to support safe and effective working. Confidentiality, Safeguarding and Information Governance • Maintain strict confidentiality at all times and comply with data protection, information governance and practice policies. • Recognise and appropriately escalate any safeguarding concerns in accordance with practice procedures and training. • Handle sensitive patient information responsibly and professionally. Scope and Boundaries of the Role The post holder will provide administrative and reception support but will not undertake clinical assessment, diagnosis or provide clinical advice to patients. They may communicate information provided by clinicians and support patients with agreed next steps. The post holder will escalate clinical concerns, urgent queries or situations outside their role responsibilities to the appropriate member of the clinical team. Training and Development The post holder will receive an appropriate induction and training programme, including training on practice systems such as SystmOne, AccuRx and relevant practice procedures. The post holder will be expected to maintain and develop their skills through ongoing training and development opportunities. General Responsibilities The post holder will: • Work in accordance with practice policies, procedures and values. • Promote equality, diversity and inclusion in all aspects of their work. • Support a positive and professional environment for patients and colleagues. • Undertake any other duties appropriate to the role and level of responsibility. Job description Job responsibilities Job Purpose To provide an efficient, professional and welcoming reception service to patients and visitors, supporting the smooth running of the practice and ensuring patients receive appropriate assistance and guidance. The post holder will be a key point of contact for patients, providing high-quality administrative support while maintaining confidentiality, professionalism and excellent customer service at all times. Key Responsibilities Patient Services and Communication • Act as a first point of contact for patients, visitors and other healthcare professionals, providing a friendly and professional service. • Answer telephone calls and deal with patient enquiries in a polite, efficient and timely manner. • Deal with face-to-face enquiries at reception and provide appropriate assistance or signposting. • Support patients in accessing appropriate services in line with practice procedures. • Communicate with patients using approved methods, including telephone, face-to-face contact and digital platforms such as AccuRx. • Communicate information from clinicians to patients, including relaying GP comments and agreed actions, in accordance with practice procedures. • Contact patients on behalf of clinicians and other members of the practice team where required. Appointments and Patient Requests • Book, amend and cancel appointments in accordance with practice procedures. • Process online patient requests and actions appropriately, following direction from the clinical team where required. • Support recall processes by contacting patients and arranging appointments or investigations as requested. • Process prescription requests in accordance with practice procedures, ensuring requests are directed appropriately to the relevant clinical team. • Liaise with pharmacies and other organisations regarding prescription-related queries when required. Clinical and Administrative Support • Use SystmOne and other practice systems accurately and appropriately. • Record and update patient information accurately where required. • Receive incoming correspondence, forms and documentation from patients and external organisations, ensuring items are directed to the appropriate team for processing. • Receive and manage patient samples and specimens in accordance with practice procedures, including requesting, labelling and directing items appropriately for processing. • Complete administrative tasks delegated by clinicians and other members of the practice team. • Ensure messages and tasks are processed accurately and directed to the appropriate person. Reception Operations • Support the smooth running of the reception area. • Maintain a clean, tidy and professional reception environment. • Undertake opening and closing procedures where this has been agreed as part of the post holders responsibilities. • Handle petty cash in accordance with practice procedures. • Work flexibly with other members of the Reception Team to ensure appropriate cover and continuity of service, including participation in the reception rota and providing additional cover where required. Team Working and Professional Responsibilities • Work collaboratively with colleagues across the practice to provide an effective service to patients. • Communicate effectively with clinical and non-clinical colleagues. • Attend and participate in relevant meetings and training as required. • Undertake mandatory and role-specific training to support safe and effective working. Confidentiality, Safeguarding and Information Governance • Maintain strict confidentiality at all times and comply with data protection, information governance and practice policies. • Recognise and appropriately escalate any safeguarding concerns in accordance with practice procedures and training. • Handle sensitive patient information responsibly and professionally. Scope and Boundaries of the Role The post holder will provide administrative and reception support but will not undertake clinical assessment, diagnosis or provide clinical advice to patients. They may communicate information provided by clinicians and support patients with agreed next steps. The post holder will escalate clinical concerns, urgent queries or situations outside their role responsibilities to the appropriate member of the clinical team. Training and Development The post holder will receive an appropriate induction and training programme, including training on practice systems such as SystmOne, AccuRx and relevant practice procedures. The post holder will be expected to maintain and develop their skills through ongoing training and development opportunities. General Responsibilities The post holder will: • Work in accordance with practice policies, procedures and values. • Promote equality, diversity and inclusion in all aspects of their work. • Support a positive and professional environment for patients and colleagues. • Undertake any other duties appropriate to the role and level of responsibility.