Receptionist

Job responsibilities

Reception duties

Ensure efficiency of appointment systems and monitor flow of patients into consulting and treatment rooms

Ensure that patients without appointments, but who need an urgent consultation are seen in a logical and non-disruptive manner

Manage incoming reception Medical requests, Emails and tasks (within clinical system) to provide prompt patient communication.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring the necessary procedures are completed

Advise patients of relevant charges for private services, accept payment and record and issue receipts

Respond to all queries and requests for assistance from patients and visitors

Enter requests for home visits onto the clinical system

In conjunction with practice repeat prescription procedure, ensure that requests for prescriptions are actioned

Register new patients and temporary residents as they present at the desk. Check forms and input onto the computer system.

Action requests for ambulance transportation and complete the relevant documentation

Ensure any complaints are brought to the attention of the Practice Manager and the practice complaints policy adhered to

Ensure messages are left in an appropriate manner

Understand the practice computer system and utilise the system to ensure efficiency

Ensure compliance with the Data Protection Act (GDPR)

Update and enter data onto computer system when necessary

Liaise with outside contacts e.g Essex ICB, The Health Authority, Social Services, Hospitals etc. in matters relating to patient services

Liaise closely with all members of the Primary Health Care Team

Attend practice reception meetings

Ensure all confidential documentation for disposal is disposed of in the appropriate manner e.g shredded

Provide holiday or sickness cover for other members of staff

Administrative duties to include processing patient repeat prescription request and scanning of non-urgent documents into the docmail system

Any other delegated duties considered appropriate to the post

Take accountability for your own Cyclical Mandatory training provided on the Practices training portal.

Management of appointment systems

Ensure total familiarity with all appointment systems in effect, including regular and incidental variations

Monitor effectiveness of the system and ensure action is taken to resolve any problems or effect variations as required

Operation of telephone system

Receive and make calls as required. Take messages as appropriate

Ensure that the system is operational at the beginning of each day and that any issues are reported to the Practice Manager immediately

Start and end of day procedures

Open up the premises at the start of each day, set alarm to day function and make all necessary preparations to receive patients

Ensure equipment and premises are secure at the end of the day, internal lights are switched off and alarm activated

Health and Safety

Ensure all accidents or dangerous incidents are reported to the Practice Manager

All practice staff should be aware of their responsibilities under the Health and Safety at Work etc Act (1974)

The work is highly responsible and requires sympathy, tact and strict confidentiality.

This job description forms part of the terms and conditions of service. Any changes will be given in writing and will be deemed binding

Person Specification

Skills and Abilities

Essential

• Excellent interpersonal and communication skills (verbal and written)
• Ability to deal with patients in a calm, polite, and professional manner
• Strong organisational and time management skills
• Ability to prioritise workload in a busy environment
• Good attention to detail and accuracy
• Competent IT skills and ability to learn new systems quickly
• Ability to work independently and as part of a team
• Ability to handle confidential information with discretion
• riendly, approachable, and professional manner
• Empathy and sensitivity when dealing with patients
• Reliable, punctual, and flexible
• Ability to remain calm under pressure
• Commitment to equality, diversity, and inclusion
• Commitment to providing high-quality patient care
• Willingness to work flexible hours (e.g. early mornings, evenings, occasional weekends if required)
• Commitment to maintaining confidentiality and professional standards

Desirable

• Ability to multitask effectively under pressure
• Problem-solving skills and initiative
• Numeracy skills for basic administrative tasks
• Resilience and confidence in managing challenging situations
• Willingness to undertake further training and development
• Knowledge of local health services and community resources

Experience

Essential

• Previous experience in a customer-facing role
• Experience of handling telephone and face-to-face enquiries
• Experience working in an administrative or office environment
• Experience managing confidential information

Desirable

• Experience working in a GP practice, NHS, or healthcare environment
• Experience using clinical systems (SystmOne)
• Experience dealing with sensitive or distressed individuals

Qualifications

Essential

• Good standard of general education (e.g. GCSEs or equivalent, including English and Maths)
• Basic IT literacy (e.g. Microsoft Office, email, data entry)

Desirable

• Relevant customer service or administration qualification
• Training in medical terminology
• NHS or primary care system training (SystmOne)

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

Kings Medical Centre

Address

Kings Medical Centre

23 Kings Avenue

Buckhurst Hill

Essex

IG9 5LP

United Kingdom

Employer's website

https://www.kingsmedicalcentre.co.uk (Opens in a new tab)