Patient and Visitor Support:

• Welcome patients and visitors in a professional and courteous manner.
• Provide information and direct patients to the appropriate services or team members.
• Maintain a friendly, helpful, and patient-focused reception service.

Appointment Management:

• Book, amend, and cancel appointments using the practice management system.
• Manage appointment schedules efficiently and accurately.
• Assist patients with appointment-related enquiries.

Telephone and Communication Duties:

• Answer incoming telephone calls promptly and professionally.
• Respond to patient enquiries or direct calls to the appropriate team member.
• Take and relay accurate messages when required.

Administrative Support:

• Process incoming and outgoing correspondence.
• Scan, file, and maintain electronic and paper records.
• Update and maintain accurate patient information on the clinical system.
• Support clinicians and the wider practice team with administrative tasks.

Prescription Processing:

• Process repeat prescription requests in accordance with practice procedures and guidelines.

Data Management and Confidentiality:

• Maintain accurate patient records and ensure data quality.
• Handle confidential information sensitively and in line with GDPR and practice policies.
• Adhere to all information governance and confidentiality requirements.

Reception Area Management:

• Ensure reception and waiting areas remain tidy, organised, and welcoming.
• Monitor and report any issues affecting patient experience or safety.

Teamwork and Service Delivery:

• Work collaboratively with colleagues across the practice.
• Support colleagues during periods of absence and increased workload.
• Contribute to continuous improvement and high standards of patient care.

Skills and Experience:

Essential:

• GCSE (or equivalent) in English and Mathematics.
• Previous experience working with the public or in a customer service environment.
• Administrative experience.
• Excellent verbal and written communication skills.
• Good IT and computer skills.
• Strong organisational and time-management skills.
• Ability to work effectively under pressure in a busy environment.
• Professional, friendly, and approachable manner.
• Ability to work independently and as part of a team.
• High level of integrity, discretion, and confidentiality.

Desirable:

• Experience working in a healthcare or GP practice setting.
• Experience using EMIS Web or other clinical systems.
• Knowledge of health and safety procedures within a healthcare environment.

Personal Attributes:

• Patient-focused and compassionate.
• Reliable, punctual, and committed.
• Flexible and willing to support colleagues when required.
• Strong attention to detail.
• Positive and proactive attitude.
• Ability to build effective working relationships with patients and colleagues.
• Emotionally resilient and able to remain calm in challenging situations.
• Respectful of diversity and committed to equality and inclusion.

Compliance Requirements:

• Successful DBS (Disclosure and Barring Service) check.
• Occupational Health clearance.
• Completion of mandatory training as required by the organisation.
• Compliance with all practice policies, procedures, health and safety, confidentiality, and safeguarding requirements.

What We Offer:

• Full induction and training programme.
• Ongoing learning and development opportunities.
• Supportive and collaborative team environment.
• Opportunity to make a positive impact on patient care and community health.
• NHS pension and employee benefits (where applicable).