Receptionist @ The Family Medical Centre

Job summary

We are a welcoming, patient-focused GP practice with a friendly and supportive team environment. We pride ourselves on creating a positive place to work, where colleagues support one another, work together and are valued for the important role they play in delivering high quality care to our patients.

The role is busy, varied and often demanding, so it is important that applicants understand the pace and challenges of working in a GP practice. Our reception team is often the first point of contact for patients and plays a vital role in ensuring the smooth running of the practice. No two days are quite the same, and the ability to remain calm, organised and professional when managing competing demands is essential.

Main duties of the job

The role

As a Receptionist, you will be the friendly and professional first point of contact for patients, visitors and healthcare professionals, providing an efficient, helpful and welcoming service.

Your responsibilities will include

• Acting as the first point of contact for patients, both face-to-face and over the telephone.
• Managing a high volume of incoming telephone calls and patient enquiries.
• Booking, amending and cancelling appointments.
• Dealing with patient queries sensitively, professionally and efficiently.
• Maintaining accurate patient records and ensuring confidentiality at all times.
• Helping to ensure the smooth day-to-day running of the practice.

The person we are looking for

We are looking for someone who is approachable, compassionate and professional, with excellent communication and organisational skills.

The successful candidate will

• Have a friendly and positive manner, with a genuine desire to help people.
• Be confident communicating with a wide range of people, including those who may be anxious, upset or frustrated.
• Be able to remain calm, patient and professional under pressure.
• Have the ability to prioritise and manage competing demands in a busy environment.
• Be reliable, flexible and able to work both independently and as part of a team.
• Have good IT and keyboard skills.
• Demonstrate discretion and understand the importance of patient confidentiality.

About us

We are a large, busy inner city GP practice with a diverse patient population and a dedicated, multidisciplinary team comprising GPs, Advanced Clinical Practitioner, Nurses, a Practice Manager, Deputy Practice Manager and a strong Administrative, Secretarial and Reception team. We are also supported by a wider team of Additional Roles staff, including our clinical pharmacist, physiotherapist, health and wellbeing coach and care co-ordinator, who bring valuable skills and expertise to the care we provide. We work closely together, recognising that every member of the team plays an important role in delivering high quality, patient centred care and ensuring the smooth day-to-day running of the practice.

Our shared aim is to achieve the best possible outcomes for our patients while creating a positive, friendly and supportive working environment where colleagues feel valued, respected and able to thrive. We recognise that working in a busy practice can be challenging, but we believe that good leadership, teamwork, mutual support and a shared sense of purpose make all the difference. We want our practice to be not only a great place for our patients to receive care, but also a great place for our team to work.

Job description

Job responsibilities

Job Title: Receptionist Responsible to: Deputy Practice Manager Accountable to: Practice Manager Contract: Fixed Term Maternity Cover Location: The Family Medical Centre

Job Purpose

The Receptionist is the first point of contact for patients and visitors to the practice and plays a vital role in ensuring the smooth and efficient running of the practice.

The post holder will provide a professional, friendly and helpful reception service, dealing with patients face-to-face, by telephone and through other communication channels. They will support patients in accessing the appropriate services and ensure that enquiries are dealt with sensitively, efficiently and in a timely manner.

Working as part of the wider administrative and reception team, the post holder will support GPs, Nurses, the Advanced Clinical Practitioner and the wider multidisciplinary team in delivering high quality patient care.

The role requires someone who is organised, approachable and able to remain calm and professional in a busy and often demanding environment. Flexibility, initiative and the ability to manage competing priorities are essential.

Key Responsibilities and Duties

Reception and Patient Services

• Welcome patients and visitors to the practice in a friendly, professional and courteous manner.
• Act as the first point of contact for patients, both face-to-face and over the telephone.
• Answer incoming telephone calls promptly, dealing with enquiries appropriately and directing calls to the relevant person or service.
• Manage appointment bookings, amendments and cancellations in accordance with practice procedures.
• Assist patients in accessing the most appropriate service, following practice protocols and guidance.
• Handle patient enquiries sensitively, particularly where patients may be distressed, anxious, frustrated or upset.
• Maintain a calm and professional approach when dealing with challenging situations.
• Ensure that patients are treated with dignity, respect and confidentiality at all times.
• Provide information about practice services, opening times and available clinics.

Administrative Duties

• Maintain accurate patient records and update information using the clinical computer system.
• Manage prescription related enquiries and direct requests to the appropriate team member.
• Process requests for medical records and other administrative information in accordance with practice policies.
• Monitor and manage administrative tasks allocated to the reception team, including SystmConnect.
• Ensure messages are recorded accurately and passed to the appropriate member of staff.
• Assist with general administrative duties to support the smooth running of the practice.

Teamwork and Communication

• Work collaboratively with colleagues across the reception, administration and clinical teams.
• Communicate effectively with GPs, Nurses, Advanced Clinical Practitioner, the Practice Manager, Deputy Practice Manager and wider multidisciplinary team.
• Support colleagues during busy periods and assist with the effective distribution of workload.
• Attend team meetings and training sessions as required.
• Maintain positive working relationships and contribute to a friendly, supportive and professional working environment.
• Share relevant information with colleagues to ensure continuity and consistency of service.

Confidentiality and Information Governance

• Maintain strict patient confidentiality at all times.
• Comply with GDPR, the Data Protection Act and practice confidentiality policies.
• Ensure patient information is handled securely and only accessed or shared where appropriate.
• Maintain awareness of information governance requirements and the importance of protecting sensitive patient information.
• Ensure computer screens, paperwork and patient records are kept secure.

Health, Safety and Practice Responsibilities

• Follow all practice policies, procedures and protocols.
• Maintain a clean, tidy and welcoming reception and waiting area.
• Report any health and safety concerns, incidents or safeguarding concerns to the appropriate person.
• Be aware of and follow the practice's safeguarding procedures.
• Undertake mandatory and role specific training as required.
• Participate in appraisals and personal development activities.
• Carry out any other reasonable duties appropriate to the role and level of responsibility.

This job description is intended to provide an outline of the main duties and responsibilities of the post. It is not exhaustive and may be reviewed and amended in consultation with the post holder in response to the changing needs of the practice.

Person Specification

Qualifications

Essential

• Good standard of general education.
• Basic IT skills, including confidence using computers, email and electronic systems.
• Willingness to undertake relevant training and develop the knowledge and skills required for the role.
• Previous experience or training in a healthcare or GP reception environment.
• Knowledge of NHS services and an understanding of patient confidentiality and information governance.

Desirable

• GCSE English and Maths (or equivalent) and/or NVQ Level 2 or 3 in Customer Service or a related subject.
• Previous training or qualifications in customer service.

Experience

Essential

• Experience of working within a team.

Desirable

• Previous experience or training in a healthcare or GP reception environment.

Knowledge and Skills

Essential

• Excellent verbal and written communication skills.
• Friendly, approachable and professional manner.
• Good organisational and administrative skills.
• Ability to manage competing demands and prioritise workload effectively.
• Ability to work accurately and pay attention to detail.
• Good IT and keyboard skills.
• Ability to remain calm and professional when working under pressure.
• Ability to deal sensitively with confidential and sometimes distressing information.

Desirable

• Knowledge of 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

The Family Medical Centre

Address

171 Carlton Road

Nottingham

NG3 2FW

United Kingdom

Employer's website

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