Job responsibilities
MAIN PURPOSE OF JOB:
Receive, assist and direct patients in accessing the appropriate service
or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Partnership team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
MAIN DUTIES AND RESPONSIBILITIES:
Reception
- Receiving patients consulting with members of Practice team.
- Dealing with patient enquiries and make new follow-up appointments.
- Answer telephone and deal or re-direct callers promptly and courteously in line with practice policy, including requests for urgent visits in line with the practice policy.
- Pass on test results to patients, where appropriate, and record actions on computer as directed by clinical staff.
- Book transport, interpreter services, ambulances etc for patients for hospital appointments.
- Make appointments for medical examinations and extract notes for completion of Medical Reports.
- Ensure the efficient registration of new patients in line with Practice policy.
- Be able to cover all reception positions as necessary.
Administration
- To have a thorough knowledge of all Practice related reception procedures.
- To work in accordance with written protocols for the Reception/Admin team.
- Pulling/filing notes and filing correspondence in medical records as necessary
- Fax and photocopy appropriate paperwork as directed by clinical staff or the Reception Team Leader.
- Weekly PCT incoming mail to be distributed on day of arrival and dealt with as appropriate.
- Deal with all incoming requests from insurance companies for copies of all medical records, including photocopying complete printouts and invoices where necessary. Logging details and following strict protocols for the release of medical information.
- Photocopying of all necessary/required documents as requested.
- Accurately scanning of all documents directly into the patients electronic records on a daily basis.
- Generate repeat prescriptions on computer according to practice policy (as required)
- Repair medical envelopes when necessary, including splitting of medical records.
- Pull medical records for patients that are leaving the practice for return to PCSE and logging same on screen.
- To provide administrative support as and when required by clinicians eg Care/Nursing Homes
Information Technology
- Process patients change of address computer data and medical records (have knowledge of practice area).
- Have a working knowledge of the appointments and registration clinical system.
- Have a working knowledge of the document management systems within the Practice to enable efficient handling by staff with patient enquiries.
Other Tasks
- To participate in reception cover rotas for extended hours services as required by the Partnership.
- Ensure clinical rooms, reception area, etc are left clean and tidy.
- Transfer telephone to answer machine, check heating, lighting, windows and doors. Ensure alarm is set.
- Attend Practice meetings in order to keep up to date with new policies and procedures.
- Any other tasks allocated by managers as appropriate.
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 Partnership 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 Partnership may only be divulged to authorized persons in accordance with the 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, to 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
- 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 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 Partnership 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.
- Completing training on Blue Stream Academy website
- Ensuring that a knowledge of protocols & policies on QCS website is kept up to date.
Quality:
The post-holder will strive to maintain quality within the Partnership, 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 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.
This job description is designed to reflect duties currently incorporated in this post. These may change in light of a change in the service provided by the Partnership, but any such change will be fully discussed with the post holder. This job description is subject to an annual review.
February 2026