About this role
Job summary
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Main duties of the job
Job Responsibilities
Maintain accurate patient records on the clinical system across both sites. Provide reception cover for staff absences to ensure continuity of service. Handle patient and visitor enquiries, book appointments, and manage urgent walk-ins using clinical judgement and escalation where needed.
Process telephone calls, messages, ambulance requests, home visits, and repeat prescriptions in line with practice procedures. Prepare clinic lists and related paperwork. Take payments for private services and issue receipts. Ensure reception and shared areas are kept clean and tidy.
Open and close the practice securely, ensuring systems, alarms, and telephone services are correctly managed.
Maintain strict confidentiality of all patient and practice information. Follow Health & Safety, infection control, and safeguarding procedures.
Support equality and diversity, treating all patients and colleagues with respect. Participate in training, appraisal, and continuous development.
Work in line with practice policies, contribute to teamwork, quality improvement, audits, and service development.
About us
Beam Park Medical Practice is a small practice serving 5000 plus patients. Its a part of Addison Road Medical Practice Group which serves 75000 patients across NEL and SEL .The organisation is an at scale primary care provider leveraging scale, technology and high performing teams to deliver high quality and accessible primary care for local residents. ARMPs core values are
compassion qualityintegrityrespecttrustaccountabilityfunThe organisation prioritises career devolvement and staff wellbeing for its 150+ staff members
Job description Job responsibilities
Job Responsibilities: Record and maintain accurate patient information within the practice computer system as required over both sites Must be able to cover other staff members annual leave/sickness during opening hours Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Deal with all general enquiries, explain procedures to patients, colleagues and visitors, and make new and follow-up appointments Using your own judgment and communication skills, ensure those patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, liaising with partners/colleagues as required. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed correctly. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Action requests for ambulance transportation and enter details on the computer Enter requests for home visits onto the clinical system, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Action / direct repeat prescription requests as appropriate and under direction, and ensure that they are ready for collection by the patient within 48 hours. Prepare list for all surgeries / clinics held, ensuring completion of all associated paperwork. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff Premises:Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients, including activating colleague PCs.o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.o Ensure the telephone system is operational at the beginning of each day and switched over to night service and answer phone operational at the end of the day with the correct announcement to Adhere to the HSE arrangements within the Practice for safety of yourself, colleagues, patients and visitors. Ensure that all new patients are given appropriate and accurate Practice information, and that registration forms are completed correctly and passed to appropriate person promptly. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential, whilst in post and following cessation of post. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. You may not during or after the termination of your employment, disclose to anyone other than in the proper course of your employment, or where required by law, any information of a confidential nature relating to the company or its business or customers. Breach of this clause may lead to dismissal without notice. Guidance on standards expected can be found in the staff code of conduct.Health & Safety:The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified. To ensure that safe systems of work are practiced and that the agreed health and safety policies are carried out. To be aware of the responsibility of every employee to have regard for safety for him or herself and others at work in the health and safety at work act To be conversant to with the practice fire regulationsEquality 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 Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.Personal/Professional Development:The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Training requirements will be monitored by yearly appraisal. Personal development will be encouraged and supported by the Practice. It is the individuals responsibility to remain up to date with recent developments within the practice and the NHS. Participate in the education and training of students of all disciplines and the induction of all members of the practice staff where appropriate It will be necessary to attend various Practice meetings as requested. The only reason for not attending will be annual or sick leave.Quality:The post-holder will strive to maintain quality within the practice, 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 recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly.Contribution to the Implementation of Services:The post-holder will: Apply practice 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
Qualifications Essential
GCSE grade A to C (9-4) in English and Maths (or equivalent)
Desirable
NVQ in Customer Service or Equivalent experience
Experience Essential
Experience working with the general public Experience in administrative roles
Desirable
Experience working in a healthcare setting Previous experience in GP Practice Knowledge of EMIS system
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 Beam Park Medical Practice
Address Beam Park Medical Practice
2 Halewood Way
RAINHAM
Essex
RM13 8QZ
United Kingdom
Employer's website https://beamparkmedicalpractice.co.uk/ (Opens in a new tab)