About this role
Job summary
The postholder will act as the first point of contact for patients, navigating them to the most appropriate service, while maintaining confidentiality and upholding the values of the practice.
They will provide an efficient, friendly and professional front of house and telephone service for patients and visitors, supporting the clinical team in the delivery of safe, high quality primary care.
Main duties of the job
Main duties include, but are not limited to:
Patient reception and telephone duties
Greet patients and visitors in a polite, courteous and professional manner.
Answer telephone calls promptly, using agreed greetings and protocols.
Book, amend and cancel appointments using the clinical system in line with practice policies, e.g. appointment templates.
Signpost patients to the most appropriate service (e.g. GP, nurse, pharmacist, NHS 111, selfcare resources) in accordance with practice protocols.
Manage online and e-consultation requests, ensuring they are processed and allocated according to practice procedures.
Manage NHS 111 appointments, which are booked directly into NHS 111 slots, to be dealt with same day.
Take and relay accurate messages for clinicians and other staff, using the clinical system tasking function where appropriate.
Deal with patient queries regarding prescriptions, test results, referrals and general enquiries, within the limits of the role and following practice guidance.
About us
We are a a single-handed GP Practice in Billingham. We are a small but friendly, dedicated and supportive team committed to providing high-quality care and services to our patients. Our team works collaboratively across clinical and administrative roles, recognising the important contribution each member of staff makes to the smooth running of the practice.
We aim to maintain a positive and welcoming working environment where colleagues feel valued, respected and supported. We encourage open communication, teamwork and a shared commitment to maintaining high professional standards, while treating patients and colleagues with kindness, dignity and respect.
Our work ethic is centred on patient safety, delivering excellent patient care, maintaining confidentiality and continually improving the services we provide. We recognise that working in primary care can be challenging, so we value flexibility, mutual support and a willingness to work together to overcome challenges.
Benefits of working with us include being part of a close-knit team, opportunities to develop skills and knowledge, support from colleagues and the opportunity to make a meaningful difference to the health and wellbeing of our local community. We strive to create a workplace where staff can grow professionally, feel appreciated and take pride in the service we deliver.
Job description
Job responsibilities
Administration
Make sure to date stamp every document.
Anything handed to reception by patients, must have name and DOB on it.
Register new patients in line with practice and NHS procedures.
Update patient demographics and contact details accurately.
Process incoming and outgoing mail, including scanning and attaching documents to patient records where required, in line with practice protocols.
Support the management of recalls, reviews and invitations (e.g. chronic disease reviews, screening, vaccinations) as directed.
File and retrieve paper records where these are still in use, ensuring secure storage.
Assist with the preparation of clinics, searches, telephone invites, and mailouts as requested by the management team.
Read own emails on working days, as important communication is sent via email
Deal with Generic Email Box and clear daily
Prescriptions and results (non-clinical tasks only)
Receive and process repeat prescription requests in line with practice policy, ensuring requests are clear and complete before passing to the GP.
Direct prescription queries appropriately (e.g. to the pharmacist or GP) and avoid giving clinical advice.
Inform patients of test results only in accordance with documented GP instructions and practice protocols, without interpreting or advising on clinical significance.
Make sure prescription box is emptied regularly.
Referrals and correspondence (as allocated)
Support the referrals process by:
checking referral letters are complete and attaching relevant documentation;
sending referrals via eRS or local systems as directed;
recording and tracking referrals in line with practice procedures.
Handle hospital and community correspondence as directed, ensuring urgent items are flagged promptly to clinicians.
Read all clinic letters and highlight any action that needs to be taken by the GP, or organise bloods etc.
Read all Hospital Discharges and highlight any action that is required by the GP, or organise any bloods, follow-up appt with GP. Check discharge medication and highlight any changes required (for GP to process)
Confidentiality and information governance
Maintain strict confidentiality of all patients and practice information at all times, in line with practice policy, the NHS Code of Confidentiality and data protection legislation.
Only access patient records where there is a legitimate workrelated reason.
Follow all information governance, data protection and recordkeeping policies and attend mandatory training.
Health, safety and safeguarding
Follow practice health and safety policies, including fire procedures and incident reporting.
Be alert to potential safeguarding concerns and escalate promptly to the safeguarding lead or a GP, in line with practice policy.
Report accidents, incidents, near misses and unacceptable behaviour (including abusive or violent patients) to a senior member of staff.
Teamwork and communication
Work collaboratively with all members of the practice team, including GPs, nurses, HCAs, pharmacists, managers and other reception/administration staff.
Attend and contribute to staff meetings and training sessions as required.
Participate in induction and support for new staff where appropriate.
Communicate clearly and respectfully with colleagues, using agreed systems (e.g. tasks, notes, handovers) to ensure continuity and safe working.
Flexibility
Provide cover for colleagues annual leave and sickness where reasonably required.
Undertake any other reasonable duties appropriate with the role, as requested by the management team, to support the safe and efficient running of the practice.
Miscellaneous
Checking the DeFib machine daily.
Keeping the reception desk and waiting area tidy.
Preparing the GPs, Nurses, and HCAs room ready for clinics, e.g.: turning computer on, filling prescription, making sure lab paper is stocked.
Make refreshments for staff and visitors, keep kitchen clean and tidy.
Chaperoning for GP, as and when required.
Person Specification
Qualifications
Essential
- Good sound basic education
- GCSE Maths or equivalent
- GCSE English or equivalent
- Excellent communication skills (written and oral)
- General office procedures
- Customer care skills
- Practical experience of working with others
- Experience of using own initiative
- Ability to work as part of an integrated multi-skilled team
- Flexible, reliable and responsive to change
- An understanding, acceptance and adherence to the need for strict confidentiality
- Ability to use own judgement, resourcefulness and common sense
- Ability to work under pressure
- Concentration required daily, e.g., ability to deal with occasional exposure to distressing circumstances or emotional events
- Ability to cope with occasional exposure to aggressive behaviour
- Ability to work with competing priorities
- Ability to deal tactfully and empathetically with distressed or anxious patients and carers
- Ability to communicate effectively via telephone or group discussion
- Good interpersonal skills
- Proven customer care skills
- Flexible attitude to working hours and able to cover staff sickness at short notice and holidays
Desirable
- Qualification in Reception or office work
- A detailed understanding of a General Practice Office environment
- Working knowledge of medical terminology
- Able to deal with difficult people
- An understanding of the Practice clinical system SYSTMONE
- Practical experience of working as a GP Receptionist
Experience
Essential
- Practical experience of working with others
- Experience of using own initiative
Desirable
- Practical experience of working as a GP Receptionist
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
Dr Rasool's Practice
Address
Abbey Health Centre
Finchale Avenue
Billingham
Cleveland
TS23 2DG
United Kingdom
Employer's website
http://drsrasoolspractice.org.uk (Opens in a new tab)