Job summary
This is a multi-skilled and highly responsible role within a busy GP surgery, combining patient-facing reception duties with administrative responsibilities. Working as part of a supportive team, the post-holder plays a key role in delivering high-quality patient care and ensuring the smooth running of the practice
Responsibilities include appointment management, handling incoming and outgoing communications, coding clinical information, managing our on-line triage system and maintaining accurate patient records. The role also involves liaising with patients, clinical staff, and external organisations to resolve queries and coordinate care effectively.
The ideal candidate will be organised, motivated, and capable of working both independently and as part of a team. Excellent communication skills, attention to detail, and a commitment to confidentiality and professionalism are essential.
This role requires a proactive approach to patient care including contacting patients to arrange reviews and a positive, friendly attitude when representing the practice in person and over the phone
Main duties of the job
Manage patients via our on-line triage system, book appointments for routine care, urgent needs, and medication reviews using the clinical system. Support patients with booking and scheduling queries.
Open, scan, and distribute incoming mail. Code clinical correspondence and forward to appropriate team members or GPs following protocol.
Use SystmOne effectively, ensuring correct data entry and document access, registering, deducting patients.Assist patients with online services and portal troubleshooting
Support QOF, audits, and enhanced services with accurate data collection and reporting
Hours will be 37.5/ week and within the working hours of the practice 8.00am - 6.30pm. The successful candidate will on a rota with other staff, to ensure we have sufficient cover.
About us
We are a large, friendly practice in the thriving community of Burton Latimer, a small town just a few miles outside of Kettering.
We are a 6 GP partnership with one salaried GP, a list size of over 14,000 patients.
Job description
Job responsibilities
Greet and assist patients and visitors in a friendly, professional manner both in person and via telephone.
Book and amend appointments using the clinical system, including routine care, urgent needs, and medication reviews.
Answer incoming calls promptly and courteously, manage queries, relay messages, and initiate outgoing calls as needed.
Provide patients with support for online services (e.g. registration, troubleshooting online access).
Maintain confidentiality and a patient-centred approach at all times
Correspondence & Coding
Read, scan, and process all incoming mail and clinical correspondence using the clinical system.
Code information accurately into patient records using Read codes and protocols.
Forward clinical correspondence to the appropriate team members or GPs for action.
Administrative Support
Maintain secure and organised paper and electronic filing systems.
Use system templates effectively for documentation and data entry.
Provide general administrative support to the practice team and cover for colleagues during absence or annual leave.
Record and update patient data from clinical notes, hospital letters, and other sources.
Dispatch outgoing mail and maintain pending/follow-up task systems.
Assist with compiling and updating chronic disease registers.
Data Management & Quality
Support clinical audits, data extraction, and reporting (e.g. QOF, Enhanced Services).
Help ensure data accuracy and compliance with clinical governance standards.
Other Duties
Ensure practice security procedures are followed, including building security at both sites.
Carry out any other duties as required by GPs, Management Team and Clinical team within scope of the role.
Confidentiality
All practice staff must respect the confidentiality of patient and practice information. Breaches of confidentiality may result in disciplinary action and possible dismissal.
Information should only be shared with authorised personnel and always in accordance with practice and NHS guidelines.
Health & Safety
Comply with health and safety policies and procedures.
Maintain a clean and safe work environment.
Report potential hazards or risks to the relevant person.
Equality, Diversity & Inclusion
Support the rights and dignity of all patients, carers, and colleagues.
Promote equality and behave in a non-discriminatory and inclusive manner at all times.
Personal and Professional Development
Participate in annual appraisals and ongoing personal development.
Attend mandatory and role-specific training sessions.
Take responsibility for maintaining knowledge and skills relevant to the role.
Quality and Teamwork
Contribute to continuous improvement and uphold the quality standards of the practice.
Reflect on individual and team performance to enhance effectiveness.
Work collaboratively with team members and external agencies to meet patient needs.
Communication
Ensure effective communication with patients, colleagues, and external organisations.
Recognise the need for alternative communication methods where appropriate (e.g. language support, visual aids).
Promote open, honest, and respectful communication within the team.
Contribution to Practice Development
Apply practice policies, protocols, and guidance consistently.
Participate in service development and audits where appropriate.
Support the implementation of changes to improve services or patient experience.
Job description
Job responsibilities
Greet and assist patients and visitors in a friendly, professional manner both in person and via telephone.
Book and amend appointments using the clinical system, including routine care, urgent needs, and medication reviews.
Answer incoming calls promptly and courteously, manage queries, relay messages, and initiate outgoing calls as needed.
Provide patients with support for online services (e.g. registration, troubleshooting online access).
Maintain confidentiality and a patient-centred approach at all times
Correspondence & Coding
Read, scan, and process all incoming mail and clinical correspondence using the clinical system.
Code information accurately into patient records using Read codes and protocols.
Forward clinical correspondence to the appropriate team members or GPs for action.
Administrative Support
Maintain secure and organised paper and electronic filing systems.
Use system templates effectively for documentation and data entry.
Provide general administrative support to the practice team and cover for colleagues during absence or annual leave.
Record and update patient data from clinical notes, hospital letters, and other sources.
Dispatch outgoing mail and maintain pending/follow-up task systems.
Assist with compiling and updating chronic disease registers.
Data Management & Quality
Support clinical audits, data extraction, and reporting (e.g. QOF, Enhanced Services).
Help ensure data accuracy and compliance with clinical governance standards.
Other Duties
Ensure practice security procedures are followed, including building security at both sites.
Carry out any other duties as required by GPs, Management Team and Clinical team within scope of the role.
Confidentiality
All practice staff must respect the confidentiality of patient and practice information. Breaches of confidentiality may result in disciplinary action and possible dismissal.
Information should only be shared with authorised personnel and always in accordance with practice and NHS guidelines.
Health & Safety
Comply with health and safety policies and procedures.
Maintain a clean and safe work environment.
Report potential hazards or risks to the relevant person.
Equality, Diversity & Inclusion
Support the rights and dignity of all patients, carers, and colleagues.
Promote equality and behave in a non-discriminatory and inclusive manner at all times.
Personal and Professional Development
Participate in annual appraisals and ongoing personal development.
Attend mandatory and role-specific training sessions.
Take responsibility for maintaining knowledge and skills relevant to the role.
Quality and Teamwork
Contribute to continuous improvement and uphold the quality standards of the practice.
Reflect on individual and team performance to enhance effectiveness.
Work collaboratively with team members and external agencies to meet patient needs.
Communication
Ensure effective communication with patients, colleagues, and external organisations.
Recognise the need for alternative communication methods where appropriate (e.g. language support, visual aids).
Promote open, honest, and respectful communication within the team.
Contribution to Practice Development
Apply practice policies, protocols, and guidance consistently.
Participate in service development and audits where appropriate.
Support the implementation of changes to improve services or patient experience.
Person Specification
Qualifications
Essential
- Essential
- Good standard of general education
- Desirable
- GCSE or equivalent Mathematics grade C or above
- GCSE or equivalent English grade C or above
- European Computer Driving Licence (ECDL)
Desirable
- Previous experience of System One
Experience
Essential
- Experience of working in a patient care environment.
- Experience and confidence in handling administrative work related to prescription medications.
- Experience in identifying risks to patient care.
- Practical experience of working with others.
- Experience of using own initiative.
- Experience of Coding, Processing of Clinical Letters, reporting
- Excellent communication skills (Written and Oral).
- Good IT skills.
- Time Management and the ability to work to deadlines.
- Problem solving skills.
- Interpersonal skills.
- Planning and organising .
- Performing under pressure.
- Adaptability.
- Team working.
- Self motivated.
- Flexibility.
- Confidential
Desirable
- A detailed understanding of a General Practice office environment.
- Hold a Full UK Driving Licence.
Person Specification
Qualifications
Essential
- Essential
- Good standard of general education
- Desirable
- GCSE or equivalent Mathematics grade C or above
- GCSE or equivalent English grade C or above
- European Computer Driving Licence (ECDL)
Desirable
- Previous experience of System One
Experience
Essential
- Experience of working in a patient care environment.
- Experience and confidence in handling administrative work related to prescription medications.
- Experience in identifying risks to patient care.
- Practical experience of working with others.
- Experience of using own initiative.
- Experience of Coding, Processing of Clinical Letters, reporting
- Excellent communication skills (Written and Oral).
- Good IT skills.
- Time Management and the ability to work to deadlines.
- Problem solving skills.
- Interpersonal skills.
- Planning and organising .
- Performing under pressure.
- Adaptability.
- Team working.
- Self motivated.
- Flexibility.
- Confidential
Desirable
- A detailed understanding of a General Practice office environment.
- Hold a Full UK Driving Licence.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.