About this role
Job summary
Join our friendly team and play a key role in supporting patients and modernising our back-office functions. This is a fantastic opportunity for a talented and compassionate individual to make a real difference.
This role is offered on a 12-month fixed-term contract to provide additional administrative support during a period of maternity cover.
Main duties of the job
The ideal candidate will have experience working in a General Practice setting and be comfortable working on a rota to:
Handle inbound and outbound calls Welcome patients at reception Resolve patient queries Complete routine administrative tasks Depending on your skills, you may also support back-office functions such as document workflow, recalls, referrals, and prescription processing. Refresher training will be provided if needed.
You'll bring strong administrative and communication skills, along with a caring, solution-focused approach to patient needs. The ability to stay calm under pressure, use initiative to manage outstanding tasks, and support the team is essential. Flexibility to cover colleagues annual leave and sickness is highly desirable.
About us
Join a passionate and dedicated team at Ossett Surgery, a large, friendly practice at the heart of Ossett. We care for 22,000 patients and are committed to delivering top-tier patient care through innovation and collaboration with our patients, PCN, and external services. Our team consists of 6 GP Partners, Salaried GPs, ANPs, Nurses, Nursing Associates, HCAs, and a robust Managerial and Administrative team. We pride ourselves on our successful merger six years ago, and our team continues to work tirelessly to provide the best care for our patients.
Job description Job responsibilities
Key Responsibilities:
Collectively support with the teams day-to-day workload and the associated functions, supporting mainly at the reception desk, the back office and comms room. Completing the delegated admin tasks including contacting patients, arranging appointments and communications while maintaining clear documentation within the patient record The role includes shared responsibility answering the telephones, booking appointments & answering queries, care navigating and sign posting appropriately. The role includes shared responsibility of manning the reception desk, answering general queries, supporting with basic prescription requests and receiving samples & information from patients. There is the expectation that all staff will sensitively attempt to resolve low level complaints with where appropriate, diffusing situations and remaining professional during heated discussions. There is the express expectation of self-management regarding problem solving, workload, and time priorities. Effective communication with both patients and staff is essential, ensuring messages are communicated to relevant personnel in a timely, accurate and efficient way. Excellent customer service skills with the ability to handle difficult situations professionally. To be responsible for ordering patient transport when required and maintaining a clear record in line with Practice policy. Undertaking wide ranging administrative duties including registering patients, photocopying, scanning, producing prescriptions, sorting post, tag and marrying, filing, processing temporary residents, managing reminders and recalls, etc. Always maintaining absolute confidentiality and being aware of all Information Governance and Data Protection regulations
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths
Desirable
SystmOne experience
Experience Essential
Previous experience working in a General Practice environment Ability to work on a rota pattern Call handling competence in managing inbound and outbound calls Experience in welcoming patients, resolving queries, and providing front-desk support Strong administrative skills, including completing tasks accurately Effective communication skills with a caring, solution-focus Ability to remain calm under pressure Ability to handle challenging situations professionally
Desirable
Familiarity with back-office functions such as: Document workflow Recalls Referrals Prescription processing Willingness to undertake refresher training if required
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 Ossett Surgery
Address Ossett Health Village
Ossett
Wakefield
WF5 8DF
United Kingdom
Employer's website https://www.ossettsurgery.nhs.uk/ (Opens in a new tab)