Receptionist

Responsibilities

The Receptionist/Administrator is responsible for day-to-day reception and administrational tasks with the objective of ensuring patients receive the best possible service, clinicians are efficiently supported, and practice policies are followed.

• Act as first-line advocate for patient concerns and complaints.
• Perform duties as member of reception/admin team, managing own time, workload and resources.

Core Tasks and Functions Patient services

• Ensure waiting area and displays are well maintained and up to date.
• Answer phones promptly.
• Manage patients and callers courteously.
• Undertake assigned tasks: patient liaison, document processing, updating records, stock control, and organising consulting rooms.
• Deal with complaints and evaluate suggestions following practice complaints procedure.
• Maintain accurate records for appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths.
• Coordinate with Practice Manager and other primary health care team members, outside agencies, and volunteers as required.

Administration

• Maintain inventories and arrange replacement of clinical consumables and stationery.
• Receive and document payments for non-NHS services (e.g., taxi medicals, HGV medicals, travel claim forms, travel vaccinations, minor surgeries).
• Check new patient registration records and ensure scanning is up to date.
• Distribute incoming post.

Information Technology and Data Security

• Understand appointment and clinical management systems and practice software/hardware.
• Enforce compliance with patient data security and data protection policies.

Health & Safety

• Maintain knowledge of health and safety and infection control.
• Identify and minimise risks and report hazards promptly.
• Demonstrate safeguarding and adult protection responsibilities.

Equality and Diversity

• Support equality, diversity, and rights of patients, carers, and colleagues.
• Respect privacy, dignity, needs and beliefs; behave in a welcoming, non-judgmental manner.

Communication

• Engage in effective communication within the team, with patients and carers, using alternative methods when necessary.

Person Specification Qualifications

• Good general education; GCSEs or equivalent (Standard grades in English and Maths).
• Customer Care / Administration experience.
• NVQ or equivalent; use of medical terminology.

Experience

• Previous experience in reception desk or customer service/facing position.
• Experience in medical or NHS setting preferable.
• Previous experience with SystemOne.
• Proficient with IT systems, Word, Excel, and basic office software.
• Well-developed interpersonal and communication skills.

Personal Attributes

• Strict confidentiality, efficient, friendly, reliable, flexible.
• Work within clear guidelines but use judgement and initiative.
• Remain calm under pressure.
• Use of medical terminology.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a Disclosure and Barring Service check will be required.