Job summary
The post-holder is responsible for
Answering the telephone.
Greet and direct patients and visitors.
Process appointment request for today and future appointments form patients
by telephone, email and in person.
To record and relay messages as required.
Managing the (Online Triage) requests.
Dealing with all enquiries from patients and signposting them to the right
services and clinicians.
Booking and cancelling appointments.
Deal with non-clinical enquiries regarding prescriptions.
Deal & recording home visit requests.
To collect payments from patients for non-NHS services.
To deal with reception tasks in a timely manner.
General housekeeping tidying up waiting room and reception area ensuring
neat and presentable.
Filing of notes, correspondence, results etc.
Liaise with other agencies on behalf of the GPs as and when directed.
To always maintain patient confidentiality.
Telephoning patients when necessary.
Using SystmOne IT System.
Main duties of the job
You will receive, assist and direct patients in accessing
the appropriate service or healthcare professional in a courteous, efficient
and effective way either via telephone or face to face contact. We want you to
provide general assistance to the practice team.
You will be the first point of contact ie front of house for
all our patients and external visitors into the practice and you will be
expected to maintain a calm, professional outlook as well as a helpful and
understanding manner of our patients needs which will always vary and you will
project a positive and friendly image to all our patients and other visitors,
either in person, via email or via the telephone.
You will need:
Strong inter-personal and prioritisation skills.
To be committed to delivering a quality service, be a team player and
proactively identify continuous improvement opportunities and implement them.
Adaptability & flexibility to have the ability to plan and respond to
changes and understand the impact that these changes can have on the overall
service delivery of the practice.
About us
High Road Family Doctors is a small GP Surgery in Benfleet High Road. We have a list size of approximately 4500 patients and provide a personal friendly holistic approach to the care we offer our patients.
We are a team of 10 regular staff in addition to GP Partners, Registrars and regular PCN staff.
We are a very friendly team with a stable staffing structure.
Job description
Job responsibilities
Key Responsibilities
Patient Care & Communication
-
Greet patients and visitors in a courteous and professional manner
-
Answer incoming telephone calls promptly and efficiently
-
Book, amend, and cancel appointments using the clinical system
-
Manage patient queries, signposting to appropriate clinicians or services
-
Handle patient requests such as repeat prescriptions and test results (in line with practice protocols)
-
Maintain patient confidentiality at all times
Administrative Duties
-
Register new patients and update patient records accurately
-
Process correspondence, referrals, and clinical documents
-
Maintain accurate data entry on the practice clinical system
-
Support clinicians and management with general administrative tasks
-
Assist with recall and appointment systems (e.g. chronic disease reviews)
Practice Support
-
Ensure the reception area is tidy, safe, and welcoming
-
Follow practice policies, procedures, and NHS guidelines
-
Support the practice team during busy periods
-
Assist with opening and closing procedures when required
Job description
Job responsibilities
Key Responsibilities
Patient Care & Communication
-
Greet patients and visitors in a courteous and professional manner
-
Answer incoming telephone calls promptly and efficiently
-
Book, amend, and cancel appointments using the clinical system
-
Manage patient queries, signposting to appropriate clinicians or services
-
Handle patient requests such as repeat prescriptions and test results (in line with practice protocols)
-
Maintain patient confidentiality at all times
Administrative Duties
-
Register new patients and update patient records accurately
-
Process correspondence, referrals, and clinical documents
-
Maintain accurate data entry on the practice clinical system
-
Support clinicians and management with general administrative tasks
-
Assist with recall and appointment systems (e.g. chronic disease reviews)
Practice Support
-
Ensure the reception area is tidy, safe, and welcoming
-
Follow practice policies, procedures, and NHS guidelines
-
Support the practice team during busy periods
-
Assist with opening and closing procedures when required
Person Specification
Qualifications
Essential
- Excellent communication and interpersonal skills
- Strong organisational and multitasking abilities
- Ability to work under pressure in a busy environment
- Good IT skills and attention to detail
- Professional, calm, and empathetic manner
- Understanding of the importance of confidentiality and data protection
Desirable
- Previous experience in a GP practice or healthcare setting
- Knowledge of GP clinical systems (e.g. EMIS, SystmOne)
- Understanding of NHS services and procedures
- Customer service or administrative experience
- Training & Development
- Full training will be provided
- Ongoing learning and development opportunities available
Knowledge and skills
Essential
- Excellent communication and interpersonal skills
- Strong organisational and multitasking abilities
- Ability to work under pressure in a busy environment
- Good IT skills and attention to detail
- Professional, calm, and empathetic manner
- Understanding of the importance of confidentiality and data protection
Desirable
- Previous experience in a GP practice or healthcare setting
- Knowledge of Systmone IT system
- Understanding of NHS services and procedures
- Customer service or administrative experience
Person Specification
Qualifications
Essential
- Excellent communication and interpersonal skills
- Strong organisational and multitasking abilities
- Ability to work under pressure in a busy environment
- Good IT skills and attention to detail
- Professional, calm, and empathetic manner
- Understanding of the importance of confidentiality and data protection
Desirable
- Previous experience in a GP practice or healthcare setting
- Knowledge of GP clinical systems (e.g. EMIS, SystmOne)
- Understanding of NHS services and procedures
- Customer service or administrative experience
- Training & Development
- Full training will be provided
- Ongoing learning and development opportunities available
Knowledge and skills
Essential
- Excellent communication and interpersonal skills
- Strong organisational and multitasking abilities
- Ability to work under pressure in a busy environment
- Good IT skills and attention to detail
- Professional, calm, and empathetic manner
- Understanding of the importance of confidentiality and data protection
Desirable
- Previous experience in a GP practice or healthcare setting
- Knowledge of Systmone IT system
- Understanding of NHS services and procedures
- Customer service or administrative experience
