Job responsibilities
We are seeking a professional and highly organised and experienced Senior Receptionist to join our reception team. Working closely with the Reception Lead you will be responsible for providing a professional front-line service to patients at visitors at Greensand Health Centre.
The role involves managing appointments, handling enquiries and supporting the smooth day to day operation of the practice while ensuring excellent patient care and confidentiality.
Responsibilities
- Provide a professional, friendly, and efficient front-of-house service to patients and visitors
- Manage patient queries, both in person and via telephone, in a timely and courteous manner
- Ensure accurate patient registration and appointment booking using clinical systems (e.g. EMIS)
- Handle sensitive information in line with confidentiality and GDPR requirements
- Answer telephone calls promptly, dealing with enquiries or directing appropriately
- Use your experience and knowledge to support, and guide other reception staff in daily duties
- Assist with training and on-boarding of new reception team members
- Monitor staff performance and provide feedback to the Practice Manager
- Coordinate reception rotas, ensuring adequate cover at all times
- Process incoming and outgoing correspondence (letters, emails, referrals)
- Support reporting and data collection as required
- Liaise with clinicians and external organisations (e.g. hospitals, pharmacies)
- Maintain accurate records and ensure systems are up to date
Operational Support
- Ensure the reception and waiting areas are tidy and presentable
- Follow practice policies and procedures at all times
- Support colleagues to ensure efficient workflow across the team
Patient Experience
- Act as a first point of escalation for patient concerns or complaints from more junior members of the team
- Ensure issues are handled professionally and escalated appropriately
- Promote a positive patient experience and continuous service improvement
- Provide clear information to patients regarding services, appointments, and procedures
- Maintain patient confidentiality at all times in accordance with GDPR
- Handle sensitive situations with empathy and professionalism
Skills
- Excellent communication and interpersonal skills
- Strong organisational and multitasking ability
- Ability to remain calm under pressure in a busy environment
- High level of attention to detail and confidentiality
- Competent IT skills, including clinical systems and Microsoft Office
Experience
- Previous experience working in a GP practice or healthcare reception
- Can demonstrate and evidence in supervising or supporting a team
- Knowledge of NHS systems and processes
- Experience of EMIS
- Understanding of CQC standards
Flexibility is required to cover shifts as required.
This role is ideal for a proactive individual who thrives in a fast-paced environment and is committed to delivering excellent service.
Job Types: Full-time, Part-time, Permanent
Work location: In person
