Receptionist

The Role: To ensure the smooth running of the reception desk in a professional and organised manner. To be the focal point of the surgery and to act as a liaison between patients, clinicians and other members of your practice team and to provide a high standard of customer services at all times. Some flexibility is required to accommodate additional or alternative hours to cover colleagues during annual/sickness leave. Duties: 1. Greet all patients on arrival ensuring all patients are checked in either manually or via the patient touch screen 2. To answer the telephone dealing with or redirecting enquiries. 3. To handle all face to face general enquiries, referring where necessary. 4. Make new and follow-up appointments including booking interpreters when needed. 5. To be responsible for the call and recall of patient lists as instructed by the Practice Manager including the recall for immunisation/smear targets and test recalls. 6. Responsible for dealing with messages from patients/clinicians or external bodies. To take appropriate action where required. 7. Generate electronic/online repeat prescription requests and allocate as instructed. Prepare repeat prescriptions following practice protocol and set out for verification and signature of doctor. 8. Record requests for home visits and ensure that they are recorded and passed onto relevant clinician. 9. Register new patients following practice policy including enabling secure online access to patients medical records and booking patients for new registration health checks. 10. Open mail and distribute as appropriate. Leave private, confidential and personal mail unopened in Practice Managers tray as directed.. 11. Maintain computer databases including the patients PDS records. 12. Ensure that the External and Internal email accounts are viewed on a daily basis and the Workflow tasks are completed appropriately. Log outgoing post/mail as necessary and take responsibility of posting at the end of the day. 13. Take responsibility of the daily incoming electronic document management & the online PATCHS consultation forms 14. Offer all services to patients including, extended opening hours & Community Pharmacy Consultation Services (CPCS) and any future new initiatives. 15. Enter appropriate read codes as instructed by practice. 16. Ensure that there is enough supply of stationary/equipment in all consulting rooms. 17. Ensure that all clinic attendance appointments are confirmed prior to appointment date as per allocation of tasks. 18. Leave reception area tidy and ready for incoming colleagues. Use the EMIS Web as instructed to communicate any outstanding queries to colleagues. 19. Staff working in the evening, to make sure that the premises are fully vacated by patients . Ensuring that the premises are securely locked. 20. Undertake any other duties as instructed by management. This job description may need to be reviewed or revised from time to time as the practice develops. ConfidentialityThe post holder will: • Maintain strict confidentiality regarding all patient, staff and practice information. • Comply with GDPR, NHS confidentiality requirements and practice policies. • Only disclose confidential information to authorised individuals in accordance with practice procedures. Health and SafetyThe successful candidate will: • Follow all practice Health & Safety and Infection Prevention and Control policies. • Maintain a safe, clean and tidy working environment. • Report hazards, incidents and risks promptly. • Attend mandatory training, including annual infection control training. • Support safeguarding responsibilities for children and vulnerable adults. Equality, Diversity and InclusionThe post holder will: • Treat all patients, carers and colleagues with dignity, respect and compassion. • Promote equality and diversity in accordance with current legislation and practice policies. • Provide a welcoming, inclusive and non-judgemental service to everyone. Personal and Professional DevelopmentThe successful candidate will: • Participate in annual appraisals and performance reviews. • Undertake mandatory and role-specific training. • Take responsibility for their own learning and professional development. QualityThe post holder will: • Maintain high standards of patient care and customer service. • Work collaboratively with the wider practice team. • Manage their workload effectively and contribute to service improvements. • Report quality or safety concerns appropriately. CommunicationThe successful candidate will: • Communicate professionally and effectively with patients, colleagues and external organisations. • Recognise and respond to patients' individual communication needs. • Work as a supportive and valued member of the practice team. Person SpecificationEssential • Excellent communication and interpersonal skills. • Friendly, professional and compassionate manner. • Good IT skills and ability to learn new computer systems. • Strong organisational and time management skills. • Ability to work independently and as part of a team. • Ability to remain calm under pressure and prioritise workload. • Commitment to confidentiality and excellent customer service. Desirable • Previous experience in a GP practice or NHS setting. • Experience using NHS clinical systems (such as EMIS Web). • Experience in a receptionist or administrative role. • Knowledge of NHS services and patient pathways. We are looking for someone who enjoys working with people, takes pride in delivering excellent patient care and is keen to become an important member of our friendly and supportive practice team. Job description Job responsibilities The Role: To ensure the smooth running of the reception desk in a professional and organised manner. To be the focal point of the surgery and to act as a liaison between patients, clinicians and other members of your practice team and to provide a high standard of customer services at all times. Some flexibility is required to accommodate additional or alternative hours to cover colleagues during annual/sickness leave. Duties: 1. Greet all patients on arrival ensuring all patients are checked in either manually or via the patient touch screen 2. To answer the telephone dealing with or redirecting enquiries. 3. To handle all face to face general enquiries, referring where necessary. 4. Make new and follow-up appointments including booking interpreters when needed. 5. To be responsible for the call and recall of patient lists as instructed by the Practice Manager including the recall for immunisation/smear targets and test recalls. 6. Responsible for dealing with messages from patients/clinicians or external bodies. To take appropriate action where required. 7. Generate electronic/online repeat prescription requests and allocate as instructed. Prepare repeat prescriptions following practice protocol and set out for verification and signature of doctor. 8. Record requests for home visits and ensure that they are recorded and passed onto relevant clinician. 9. Register new patients following practice policy including enabling secure online access to patients medical records and booking patients for new registration health checks. 10. Open mail and distribute as appropriate. Leave private, confidential and personal mail unopened in Practice Managers tray as directed.. 11. Maintain computer databases including the patients PDS records. 12. Ensure that the External and Internal email accounts are viewed on a daily basis and the Workflow tasks are completed appropriately. Log outgoing post/mail as necessary and take responsibility of posting at the end of the day. 13. Take responsibility of the daily incoming electronic document management & the online PATCHS consultation forms 14. Offer all services to patients including, extended opening hours & Community Pharmacy Consultation Services (CPCS) and any future new initiatives. 15. Enter appropriate read codes as instructed by practice. 16. Ensure that there is enough supply of stationary/equipment in all consulting rooms. 17. Ensure that all clinic attendance appointments are confirmed prior to appointment date as per allocation of tasks. 18. Leave reception area tidy and ready for incoming colleagues. Use the EMIS Web as instructed to communicate any outstanding queries to colleagues. 19. Staff working in the evening, to make sure that the premises are fully vacated by patients . Ensuring that the premises are securely locked. 20. Undertake any other duties as instructed by management. This job description may need to be reviewed or revised from time to time as the practice develops. ConfidentialityThe post holder will: • Maintain strict confidentiality regarding all patient, staff and practice information. • Comply with GDPR, NHS confidentiality requirements and practice policies. • Only disclose confidential information to authorised individuals in accordance with practice procedures. Health and SafetyThe successful candidate will: • Follow all practice Health & Safety and Infection Prevention and Control policies. • Maintain a safe, clean and tidy working environment. • Report hazards, incidents and risks promptly. • Attend mandatory training, including annual infection control training. • Support safeguarding responsibilities for children and vulnerable adults. Equality, Diversity and InclusionThe post holder will: • Treat all patients, carers and colleagues with dignity, respect and compassion. • Promote equality and diversity in accordance with current legislation and practice policies. • Provide a welcoming, inclusive and non-judgemental service to everyone. Personal and Professional DevelopmentThe successful candidate will: • Participate in annual appraisals and performance reviews. • Undertake mandatory and role-specific training. • Take responsibility for their own learning and professional development. QualityThe post holder will: • Maintain high standards of patient care and customer service. • Work collaboratively with the wider practice team. • Manage their workload effectively and contribute to service improvements. • Report quality or safety concerns appropriately. CommunicationThe successful candidate will: • Communicate professionally and effectively with patients, colleagues and external organisations. • Recognise and respond to patients' individual communication needs. • Work as a supportive and valued member of the practice team. Person SpecificationEssential • Excellent communication and interpersonal skills. • Friendly, professional and compassionate manner. • Good IT skills and ability to learn new computer systems. • Strong organisational and time management skills. • Ability to work independently and as part of a team. • Ability to remain calm under pressure and prioritise workload. • Commitment to confidentiality and excellent customer service. Desirable • Previous experience in a GP practice or NHS setting. • Experience using NHS clinical systems (such as EMIS Web). • Experience in a receptionist or administrative role. • Knowledge of NHS services and patient pathways. We are looking for someone who enjoys working with people, takes pride in delivering excellent patient care and is keen to become an important member of our friendly and supportive practice team.