Job responsibilities
Job Title -Receptionist
Responsible to -Site Ops Lead/Management team
Accountable to -Partners
Salary -£12.71
per hour
No. of Hours -26hrs per week (Mon,
Tues, Fri 13.30-18.45,Thurs 07'45- 18'45)
Job Summary
To act as the first point of
contact for patients and visitors, providing professional and compassionate
service. Receive, assist and direct patients in accessing the appropriate
service or healthcare professionals in a courteous, efficient and effective
way, projecting a positive and friendly image to patients and other visitors,
in person or via the telephone.
The postholder will accurately
triage incoming requests and the clinicians comments, managing appointment
demand and ensuring smooth flow of patient communication through telephone,
online and face-to-face contact. They play a key role in maintaining the
accuracy of patient information, supporting care navigation, and enabling
patients to access the right service at the right time.
Key responsibilities:
Administration
To have a thorough knowledge of all practice
procedures
To work in accordance with protocols
Scan and photocopy as required
Front of house reception greeting patients
consulting with members of practice team
Handing correspondence to patients, diligently checking
their identity
Be able to cover other shifts for annual/sick
leave
Ensuring at the end of all clinics that the
waiting area is tidy
To monitor the running times of the clinicians
and advise patients if the clinic is running late
Ensure the reception area is tidy at all times
Good knowledge & respect for confidentiality
of patients information - to be adhered to at all times
Ensure visitors sign the visitors book
Ad hoc duties as agreed with the practice
manager
Ensure that the rooms and computers are all
switched on and ready for the GP's and nurses at the start of the day
Ensure that the TV screen and check in service
is ready for patients to use
Triage & Care Navigation
Receive and process patient
requests (telephone, online, or in person) using practice protocols and digital
tools such as eConsult & AccuRx.
Accurately identify and record
the nature and urgency of requests, directing patients to the appropriate
clinician, service, or external provider.
Escalate clinical concerns or
red-flag symptoms promptly to the duty doctor or triage clinician.
Follow agreed scripts,
signposting guidance, and confidentiality standards.
Monitor and update triage
lists, ensuring timely allocation and response.
Appointments
Direct patients to relevant resources for
triage submissions
Book Nursing team appointments
Cancellation/changes of appointments
Computer
Computer data entry into medical records
Process repeat prescription requests as
required in accordance with practice guidelines.
Ad hoc duties
Complete e-consult forms on behalf of patients
who are unable to do themselves
General
Open post and allocate as necessary
Action daily tasks list
Phone patients as and when needed
Ensure forms are always available e.g.
registration, change of address, etc
Coding onto patient records correctly if
required
Making sure information folders are kept up to
date
Booking ambulances
Liaison with District Nurses Liaison and Health
Visitors
Scanning
Ad Hoc duties
Other Tasks
Make sure rooms are tidy/computers switched off
at end of day
Ensure building security - have thorough
knowledge of doors/windows/alarm.
Any other tasks allocated by managers
Confidentiality
Patients entrust or allow the practice to
gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect
their privacy and act appropriately
In the performance of the duties outlined in
this job description, the post-holder may have access to confidential
information relating to patients and their carers, practice staff and other
healthcare workers. They may also have access to information relating to the
practice as a business organisation. All such information from any source is to
be regarded as strictly confidential
Information relating to patients, carers,
colleagues, other healthcare workers or the business of the practice may only
be divulged to authorised persons in accordance with the practice policies and
procedures relating to confidentiality and the protection of personal and
sensitive data
Health & safety
The post-holder will assist in
promoting and maintaining their own and others' health, safety and security as
defined in the practice health & safety policy, the practice health &
safety manual, and the practice infection control policy and published
procedures. This will include:
Using personal security systems within the
workplace according to practice guidelines
Identifying the risks involved in work
activities and undertaking such activities in a way that manages those risks
Making effective use of training to update
knowledge and skills
Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards
Actively reporting of health and safety hazards
and infection hazards immediately when recognised
Keeping own work areas and general / patient
areas generally clean, assisting in the maintenance of general standards of
cleanliness consistent with the scope of the job holder's role
Undertaking periodic infection control training
(minimum annually)
Reporting potential risks identified
Equality and diversity
The post-holder will support
the equality, diversity and rights of patients, carers and colleagues, to
include:
Acting in a way that recognizes the importance
of people's rights, interpreting them in a way that is consistent with practice
procedures and policies, and current legislation
Respecting the privacy, dignity, needs and
beliefs of patients, carers and colleagues
Behaving in a manner which is welcoming to and
of the individual, is nonjudgmental and respects their circumstances, feelings
priorities and rights.
Personal/ Professional
Development
The post-holder will
participate in any training programme implemented by the practice as part of
this employment, such training to include:
Participation in individual performance review,
including taking responsibility for maintaining a record of own personal and/or
professional development
Taking responsibility for own development,
learning and performance and demonstrating skills and activities to others who
are undertaking similar work
Quality
The post-holder will strive to
maintain quality within the practice, and will:
Alert other team members to issues of quality
and risk
Assess own performance and take accountability
for own actions, either directly or under supervision
Contribute to the effectiveness of the team by
reflecting on own and team activities and making suggestions on ways to improve
and enhance the team's performance
Work effectively with individuals in other
agencies to meet patients needs
Effectively manage own time, workload and
resources
Communication
The post-holder should recognise
the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and
carers
Recognize people's diversity & needs for
alternative methods of communication and respond accordingly.
Contribution to the
implementation of services
The post-holder will:
Apply practice policies, standards and guidance
Discuss with other members of the team how the
policies, standards and guidelines will affect own work
Participate in reviews & audits where
appropriate
Person Specification
Essential
Desirable
Excellent communication and
interpersonal skills
Experience working in a GP
surgery or NHS setting
Strong IT and data entry
skills
Knowledge of EMIS, accuRx,
or similar systems
Ability to remain calm under
pressure
Understanding of NHS care
navigation or triage principles
Attention to detail and
accuracy
Customer service or
call-handling experience
Team player with flexible
approach
NVQ Level 2/3 in Business
Admin or Customer Service
Commitment to
confidentiality and equality
Familiarity with clinical
terminology and pathways
Additional Information
The role requires flexibility in working hours
to meet the needs of the practice
Duties may vary or change as the needs of the
practice and NHS evolves - this will not be viewed as contractual change to
contract or roles.