GP RECEPTIONIST/ADMINISTRATOR

Job responsibilities

The duties and responsibilities to be undertaken by members of the Practice Receptionists may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Assistant Practice Manager or Practice Manager, dependent on current and evolving Practice workload and staffing levels:

Opening up and locking-up of Practice premises and maintaining security in accordance with Practice protocols. Prior to leaving on an evening, ensure the building is secured.

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.

Deal with all general enquiries efficiently and courteously and when necessary in private, explain procedures and make new and follow-up appointments.

Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultations are seen in a logical and non-disruptive manner.

Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Processing telephone requests and in person requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.

Take messages, ensuring accuracy of detail and prompt appropriate delivery.

Process tasks.

Enter requests for home visits onto the computer system, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Printing summary printouts for visits.

Photocopying.

Viewing Internet for messages and dealing with them.

Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours.

Filing prescriptions alphabetically.

Printing blood forms.

Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.

Accountable for the petty cash.

Reconciliation of card machine.

Enter/amend patient information onto the computer as required.

Retrieve patient notes as required; ensuring strict alphabetical order is adhered to. Filing them away again.

Ensure that all new patients are registered onto the computer system promptly and accurately.

Re-stock GP consulting rooms weekly.

Completion of forms as necessary.

Process samples received from patients following urine protocol.

Dealing with urgent results for the GPs. Liaising with local hospital etc as required.

Assisting other members of the Sangam Surgery as required.

Covering for absent colleagues as and when necessary.

Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us 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 and Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health and Safety Policy, 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 holders role;

undertaking periodic infection control training (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 recognises the importance of peoples 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 non-judgmental 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 an annual 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 teams 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;

Recognise peoples needs for alternative methods of communication and respond accordingly. Contribution to the Implementation of Services

Qualifications

Essential

• GCSEs (or equivalent) including English and Maths (Grade C/4 or above)

Desirable

• NVQ Level 2 or 3 in Business Administration, Customer Service, or Healthcare Administration
• Reception, administration, or customer servicerelated qualification

Personal qualities

Essential

• Patient-focused and empathetic approach
• Reliable, punctual, and trustworthy
• Professional attitude with a strong commitment to confidentiality
• Friendly, approachable, and welcoming manner

Experience

Essential

• Experience working in a customer-facing role
• Experience handling telephone and face-to-face enquiries
• Experience working in a busy office or reception environment

Desirable

• Previous experience working in a GP practice or healthcare setting
• Experience using EMIS Web or other clinical systems
• Understanding of GP appointment systems and NHS services
• Experience managing electronic records and e-consultations

Skill and abilities

Essential

• Excellent communication skills, both verbal and written
• Strong interpersonal skills with the ability to remain calm, polite, and professional in a busy environment
• Ability to deal with patients sensitively, respectfully, and confidentially
• Good organisational skills with the ability to prioritise workload effectively
• Ability to work well independently and as part of a team
• Competent IT skills, including use of computer systems, email, and Microsoft Office
• Ability to adapt to changing demands and work flexibly

Knowledge

Desirable

• Awareness of NHS policies, confidentiality, and data protection (GDPR)
• Understanding of patient registration processes

Other requirements

Desirable

• Willingness to undertake training and continuous professional development
• Flexibility to cover additional hours when required.