Patient Services Team Member/ReceptionistNHS

Job summary

We are looking for a friendly, caring, and organised Patient Services Team Member / Receptionist to join our busy GP surgery team.

The successful candidate will be the first point of contact for patients, providing a professional, welcoming, and efficient service both face-to-face and over the telephone. You will play an important role in supporting the smooth day-to-day running of the practice and ensuring patients receive a positive experience.

Main duties of the job

• Welcoming patients and visitors to the surgery in a friendly and professional manner.
• Answering telephone calls, dealing with enquiries, and directing calls appropriately.
• Booking, cancelling, and amending appointments using the practice clinical system.
• Assisting patients with general enquiries and signposting them to appropriate services
• Maintaining accurate patient records and updating information where required.
• Handling confidential patient information in accordance with GDPR and practice policies.
• Liaising with GPs, nurses, healthcare professionals, and other members of the practice team.
• Managing incoming and outgoing correspondence, emails, and administrative tasks.
• Supporting colleagues to ensure the efficient running of reception and patient services.

Job description

Job DescriptionPatient Services Team Member / ReceptionistJob Title: Patient Services Team Member / ReceptionistLocation: [Name of GP Surgery]Responsible to: Practice Manager / Patient Services ManagerAccountable to: Practice ManagerHours: [Insert contracted hours]Salary: [Insert salary or pay scale]

1. Job PurposeTo provide a professional, welcoming, efficient and patient-focused reception and administrative service to patients, carers, visitors and healthcare professionals.

The post holder will act as a first point of contact for patients accessing the practice, ensuring enquiries are dealt with courteously, confidentially and efficiently. They will support the smooth running of the practice by undertaking a range of reception, administrative and patient services duties in accordance with practice policies and procedures.

2. Main Duties and ResponsibilitiesA. Reception and Patient Services

• Welcome patients and visitors to the practice in a friendly, professional and approachable manner.
• Answer telephone calls promptly, assess the nature of enquiries within the limits of the role, and direct calls to the appropriate person or service.
• Book, amend and cancel appointments in accordance with practice protocols.
• Assist patients with general enquiries and provide accurate information about practice services.
• Signpost patients to appropriate healthcare services in line with practice guidance.
• Handle difficult or sensitive situations calmly, respectfully and professionally.
• Maintain an organised and welcoming reception and waiting area.
• Support patients who may require additional assistance, including those with communication difficulties or accessibility needs.

B. Appointment Management and Care Navigation

• Manage appointment requests using the practice's approved clinical system and procedures.
• Follow practice protocols when directing patients to GPs, nurses, pharmacists and other healthcare professionals.
• Recognise when an enquiry may require urgent clinical attention and follow the practice's escalation procedures.
• Never provide clinical advice or make clinical decisions beyond the scope of the role.
• Ensure appointment information is recorded accurately and communicated appropriately.

C. Administrative Duties

• Register new patients and process changes to patient details in accordance with practice procedures
• Manage incoming and outgoing post, emails, documents and other correspondence.
• Scan, upload, file and retrieve patient documentation as required.
• Maintain accurate records using the practice's clinical and administrative systems.
• Assist with recall systems, patient communications and other practice initiatives as directed.
• Undertake general office duties.

D. Confidentiality and Information Governance

• Maintain strict confidentiality regarding all patient, staff and practice information.
• Comply with UK GDPR, the Data Protection Act 2018, confidentiality requirements and practice information governance policies.
• Access patient records only where necessary to perform authorised duties.
• Ensure patient information is shared only with authorised individuals and through approved processes.
• Maintain a professional approach when discussing sensitive information at reception or over the telephone.
• Report any actual or suspected data breaches in accordance with practice procedures.

E. Teamwork and Communication

• Work collaboratively with GPs, nurses, healthcare assistants, pharmacists, management and administrative colleagues.
• Communicate clearly and respectfully with patients, carers, colleagues and external organisations.
• Pass on messages accurately and promptly to the appropriate person.
• Attend team meetings and training sessions as required.
• Support colleagues during busy periods and assist with maintaining appropriate reception cover.
• Contribute to a positive, supportive and professional working environment.

F. Health, Safety and Practice Procedures

• Follow practice policies, standard operating procedures and relevant health and safety requirements.
• Maintain a clean, tidy and safe reception and working environment.
• Follow procedures for dealing with aggressive or abusive behaviour and seek assistance when necessary.
• Report incidents, hazards, complaints and concerns through the appropriate channels.
• Understand and follow the practice's fire, emergency and business continuity procedures.
• Participate in mandatory training and undertake additional training relevant to the role.

G. Quality and Continuous Improvement

• Deliver a high standard of customer service and patient experience.
• Treat all patients fairly, with dignity, respect and compassion.
• Support the practice in responding to patient feedback and improving services.
• Work in accordance with the practice's equality, diversity and inclusion policies.
• Undertake additional reasonable duties appropriate to the grade and responsibilities of the post.

3. Person SpecificationEssential criteria

• Good verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Ability to work calmly and effectively in a busy environment.
• Good organisational skills and attention to detail.
• Ability to prioritise tasks and manage competing demands.
• Basic IT skills and confidence using computer systems.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Reliability, flexibility and a positive approach to teamwork.
• A caring, respectful and patient-focused attitude.

Desirable criteria

• Previous experience in a GP surgery, NHS setting or other healthcare environment.
• Experience in reception, administration or customer service.
• Familiarity with clinical systems such as EMIS Web or SystmOne.
• Knowledge of appointment booking, prescription processes and patient registration.
• Understanding of NHS primary care services and care navigation.

4. Confidentiality and Professional ConductThe post holder must maintain confidentiality at all times and comply with all relevant legislation, professional standards and practice policies. Any breach of confidentiality or information governance requirements may result in formal action.

The post holder must act professionally, respect patient dignity and diversity, and uphold the values and standards of the practice.

5. SafeguardingThe post holder must complete safeguarding training appropriate to the role, follow the practice's safeguarding policies and procedures, and promptly report any concerns about the safety or welfare of a child or adult at risk to the designated person.

6. General StatementThis job description outlines the main duties and responsibilities of the role and is not intended to be exhaustive. Duties may be reviewed and amended in consultation with the post holder to meet the changing needs of the practice, provided they remain appropriate to the role and grade.

About us

Sandy Health Centre is a medium sized teaching practice, based in the centre of Sandy, we offer plenty of opportunity to learn and develop your skills. We are looking for enthusiastic individuals with a willingness to learn and take on new tasks. There are countless opportunities when working in General Practice and there will be opportunities to use skills such as IT, Admin, Customer service and many others depending on the your skill set.