About this role
Job summary
About Us:
Healthy Hyde PCN is a collaborative network of eight GP practices serving approximately 80,000 patients in the Hyde area. We are dedicated to improving health outcomes and reducing inequalities within our community by providing integrated, patient-centred care. Our services include, complex case management, extended access appointments, ambulatory care, mental health support, and community health initiatives.
Job Purpose
The Receptionist & Administrator is responsible for providing a professional and efficient reception and administrative service to support the delivery of Primary Care Network (PCN) services.
The post holder will act as the first point of contact for patients, visitors, and partner organisations, ensuring effective communication, accurate appointment management, and the smooth coordination of administrative processes across the PCN.
Main duties of the job
Key Duties and Responsibilities
Reception Duties
Act as the first point of contact for patients and visitors, providing a courteous and professional service at all times Respond to patient enquiries in person, via telephone, and email, ensuring queries are resolved or appropriately escalated Ensure the reception area is maintained in a professional and organised mannerAdministrative Duties
Book, amend, and manage patient appointments in line with service protocols Process caseloads and referrals received from GP practices, ensuring timely and accurate handling Maintain and update patient records in accordance with NHS data protection and confidentiality requirements Undertake general administrative tasks including data entry, filing, scanning, and document managementCoordination and Communication
Liaise with GP practices and PCN staff to support service delivery and patient pathways Ensure effective communication between clinical and non-clinical teams Support the coordination of clinics and services as requiredInformation Governance
Maintain strict confidentiality of patient and organisational information at all times Comply with GDPR, NHS data protection standards, and organisational policiesGeneral
Work flexibly to meet the needs of the service, including supporting other administrative functions where required Participate in team meetings, training, and development activities Undertake any other duties commensurate with the role as reasonably requested
About us
Healthy Hyde PCN is a collaborative network of eight GP practices serving approximately 80,000 patients in the Hyde area. We are dedicated to improving health outcomes and reducing inequalities within our community by providing integrated, patient-centred care. Our services include, complex case management, extended access appointments, ambulatory care, mental health support, and community health initiatives.
Job description Job responsibilities
Job Description
Job Title: Receptionist & Administrator
Organisation: Healthy Hyde Primary Care Network (PCN)
Location: Healthy Hyde, Clarendon Mall, Hyde, SK14 2QT
Job Purpose
The Receptionist & Administrator is responsible for providing a professional and efficient reception and administrative service to support the delivery of Primary Care Network (PCN) services.
The post holder will act as the first point of contact for patients, visitors, and partner organisations, ensuring effective communication, accurate appointment management, and the smooth coordination of administrative processes across the PCN.
Key Duties and Responsibilities
Reception Duties
Act as the first point of contact for patients and visitors, providing a courteous and professional service at all times
Respond to patient enquiries in person, via telephone, and email, ensuring queries are resolved or appropriately escalated
Ensure the reception area is maintained in a professional and organised manner
Administrative Duties
Book, amend, and manage patient appointments in line with service protocols
Process caseloads and referrals received from GP practices, ensuring timely and accurate handling
Maintain and update patient records in accordance with NHS data protection and confidentiality requirements
Undertake general administrative tasks including data entry, filing, scanning, and document management
Coordination and Communication
Liaise with GP practices and PCN staff to support service delivery and patient pathways
Ensure effective communication between clinical and non-clinical teams
Support the coordination of clinics and services as required
Information Governance
Maintain strict confidentiality of patient and organisational information at all times
Comply with GDPR, NHS data protection standards, and organisational policies
General
Work flexibly to meet the needs of the service, including supporting other administrative functions where required
Participate in team meetings, training, and development activities
Undertake any other duties commensurate with the role as reasonably requested
Person Specification
Essential
Experience working in a receptionist and/or administrative role, preferably within a healthcare or GP practice setting
Strong communication and interpersonal skills
Good organisational skills with attention to detail
Competent in the use of IT systems and standard office software
Ability to manage sensitive information confidentially
Ability to prioritise workload and adapt to changing demands
Desirable
Experience working within Primary Care or NHS services
Knowledge of clinical systems (e.g. EMIS, SystmOne)
Reporting Arrangements
Reports to: Sam Rothwell
Accountable to: PCN Leadership Team
Working Relationships
GP Practice staff
PCN clinical and non-clinical teams
Patients and carers
External partner organisations
Additional Requirements
The post holder must comply with all organisational policies and procedures
The post holder must maintain confidentiality and adhere to information governance standards
The role may require occasional flexibility in working hours to meet service needs
Confidentiality:
In the course of seeking treatment, patients entrust primary care network staff with, or allow us to gather, sensitive information in relation to their health and other matters.
Comply with Legislation with regards to data protection act and ensure confidentiality is maintained at all times.
The post-holder must regard all information relating to patients and their carers, primary care network staff and other healthcare workers (as well as information relating to the primary care network as a business organisation) as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the primary care network may only be divulged to authorised persons in accordance with the primary care network policies and procedures relating to confidentiality, data protection legislation and the protection of personal and sensitive data, as well as other related healthcare legislation (e.g. the NHS Confidentiality Code of Practice)
Health & Safety:
The post-holder will comply with primary care network policies, procedures and clinical guidelines for self and others. This includes (but not limited to):
Identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised
Identifying issues and hazards / risks in relation to other work areas within the primary care network
Awareness of national standards of infection control and cleanliness, as well as ownership of infection control and clinically based patient care protocols and implementing them across the primary care network.
Active observation of current working practices across the primary care network in relation to infection control, cleanliness and related activities, ensuring that procedures are followed and weaknesses / training needs are identified, escalating issues as appropriate.
Identifying the risks involved in work activities, raising them with appropriate management and managing those risks across clinical and patient processes.
Safe management of sharps procedures, including training, use, storage and disposal
Keeping own work areas and general / patient areas generally clean, sterile, assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other managers
Demonstrate due regard for safeguarding and promoting the welfare of Adults/Children.
Routine management of own team / team areas, and maintenance of work space standards;
Waste management, including collection, handling, segregation, container management, storage and collection
Spillage control procedures, management and training
Decontamination control procedures, management and training, and equipment maintenance
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity.
Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Support people who need assistance in exercising their rights.
Quality:
The post-holder will strive to maintain quality within the primary care network, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
Work effectively with individuals in other agencies to meet patients needs
Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise peoples needs for alternative methods of communication and respond accordingly
Ensure awareness of sources of support and guidance (e.g. PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate.
Contribution to the implementation of services:
The post-holder will:
Apply Primary Care Networks policies, standards and guidance
Discuss with other members of the team how the policies, standards and guidelines will affect own work
Participate in audit where appropriate.
Person Specification
Experience Essential
Experience working within a GP Practice or Primary Care
Desirable
Experience using EMIS
Qualifications Essential
GCSE grade A to C in English and Maths
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 Hyde PCN
Address Healthy Hyde
Clarendon Mall
Hyde
Greater Manchester
SK14 2QT
United Kingdom