Receptionist

Job description

Job responsibilities

Job Purpose The PCN Receptionist will support the delivery of the PCN Enhanced Access service by providing reception and administrative support during evening and weekend clinics. As the service operates outside normal practice hours, the role is important in ensuring clinics run safely and efficiently when other GP practices and services may be closed.

The postholder will act as the first point of contact for patients attending Enhanced Access appointments and will support clinicians by managing appointment systems, communication tasks and administrative activity linked to PCN services.

Key Responsibilities

Reception and Patient Support Greet and check in patients attending Enhanced Access clinics, confirming patient details and ensuring they are booked in correctly on the clinical system. Direct patients to the correct waiting area or clinician and manage patient flow during busy clinic sessions.

Respond to telephone queries relating to Enhanced Access appointments and provide general information where appropriate. Escalate any urgent or clinical concerns to the clinician on duty.

Maintain a professional and courteous approach at all times, recognising that patients may be accessing services outside of normal working hours and may require additional reassurance or support.

Appointment Management Book, amend and cancel patient appointments within the Enhanced Access service using the clinical system. Ensure appointment details are accurate and recorded in line with PCN and practice processes.

Where appropriate, support clinicians by arranging follow-up appointments or directing patients back to their registered GP practice for ongoing care. This may include booking appointments with other PCN services such as the frailty team, care coordinators or other ARRS roles where the pathway allows.

Ensure appointment slots are utilised effectively and raise any capacity issues or unused appointments with the relevant clinician or PCN lead during the session.

Administrative Duties

Provide administrative support to the Enhanced Access service and wider PCN activity during clinic sessions. This may include sending and managing tasks through the clinical system (for example EMIS) to the patients registered GP practice following consultations.

Support the sending of SMS appointment reminders and PCN SMS campaigns where required, ensuring messages are sent accurately and in line with PCN processes.

Process clinician requests during clinics, such as forwarding tasks, updating patient notes, or ensuring relevant information is directed to the correct practice or service.

Ensure patient records are updated accurately where administrative entries are required and that information is recorded clearly to support continuity of care.

Assist with general clinic administration, including managing clinic lists, supporting clinicians with documentation processes where appropriate, and ensuring information is shared with the relevant practice following the appointment.

Clinic Coordination and Support

Work closely with clinicians delivering Enhanced Access clinics to ensure sessions run smoothly. Monitor waiting times where possible and keep clinicians informed of patient arrivals or any issues affecting clinic flow.

Escalate any operational issues, patient concerns or safeguarding concerns to the appropriate clinician or PCN lead.

Ensure reception and waiting areas remain organised and safe for patients attending the service.

Chaperone Duties

Where trained and requested by the clinician, act as a chaperone during patient examinations in line with the PCN chaperone policy. This includes maintaining patient dignity, ensuring the patient understands the purpose of the examination, and documenting the presence of a chaperone within the patient record where required.

Information Governance and Confidentiality

Maintain strict confidentiality at all times in relation to patient information. Ensure that all systems are used appropriately and in accordance with data protection, confidentiality and information governance policies.

Access and use clinical systems only as required for the role and ensure all entries are accurate and professional.

Training and Professional Development

The postholder will be expected to complete all mandatory training required by the PCN, including areas such as information governance, safeguarding, health and safety, fire safety and infection prevention and control.

The role holder should take responsibility for maintaining their own knowledge and skills relevant to the role and participate in training opportunities, supervision or development discussions as required. This may include training in clinical systems, chaperoning, patient communication and PCN processes to support the safe and effective delivery of the Enhanced Access service.

General Responsibilities

Work in line with PCN policies, procedures and standard operating processes. Support a positive working environment and maintain effective working relationships with PCN staff, clinicians and member practices.

This job description is intended as a guide to the main responsibilities of the role and is not exhaustive. The postholder may be required to undertake other reasonable duties appropriate to the role, as requested by the PCN Manager or service leads, in order to support the effective running of the Enhanced Access service and wider PCN activities.

Person Specification

Experience

Essential

• Experience working in a customer service, reception or administrative role
• Good communication and interpersonal skills
• Ability to work as part of a team
• Good organisational skills and attention to detail
• Basic IT skills and confidence using computer systems
• Ability to remain calm and professional when dealing with patients
• Willingness to work evenings and weekends as part of an Enhanced Access rota

Desirable

• Experience working in a GP practice or healthcare setting
• Experience using clinical systems such as EMIS
• Understanding of GP practice or Primary Care Network services
• Experience supporting clinics or appointment systems

Qualifications

Essential

• GCSE grade A to C in English and Maths

Desirable

• NVQ Level 2 in customer service

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.

Employer details

Employer name

Hall Street Medical Centre

Address

103 Crab Street

St. Helens

Merseyside

WA10 2DJ

Employer's website

https://www.hallstreetmedicalcentre.nhs.uk/ (Opens in a new tab)