ReceptionistNHS

Job summary

Hanham Health (Almondsbury Surgery) is seeking a motivated and enthusiastic Receptionist/Administrator to join our friendly and supportive team. This is an excellent opportunity for an individual with strong communication and organisational skills who enjoys working in a patient-facing environment and providing excellent customer service.

As the first point of contact for patients, visitors and healthcare professionals, you will play a vital role in ensuring patients receive a professional, welcoming and efficient service, both face-to-face and over the telephone.

This role is predominantly based at ourAlmondsbury Surgery, although there may be occasions when you will be required to work from our Pilning Surgery.

Main duties of the job

As a Receptionist/Administrator, you will provide a professional, efficient and welcoming service to patients, visitors and healthcare professionals. As a first point of contact for the practice, you will ensure enquiries are handled appropriately, sensitively and confidentially.

The role combines reception & administrative responsibilities to support the smooth running of the practice and delivery of high-quality patient care. Duties include greeting patients, answering telephone calls, responding to enquiries and directing patients to the appropriate clinician or service. You will manage appointment requests and bookings received in person, by telephone and through online systems, including Anima.

You will process patient requests via EMIS, NHS Mail and other digital platforms, register new patients and maintain accurate patient records in line with GDPR and practice policies. Administrative duties include scanning, filing and processing correspondence, updating patient records and supporting the wider practice team with routine tasks.

The successful candidate will have excellent communication and customer service skills, be organised and reliable, and work effectively in a busy environment. You will demonstrate a positive, flexible and patient-focused approach while maintaining confidentiality at all times.

You will work collaboratively with colleagues and undertake any reasonable duties appropriate to the role to support the delivery of safe and effective healthcare services.

Job description

Job Purpose

To provide an efficient, professional and friendly reception and administrative service to patients, visitors and staff. The post holder will act as a first point of contact for the practice, ensuring that patients receive a high standard of customer service and support. The role requires confidentiality, accuracy, effective communication skills and the ability to work within a busy primary care environment.

Key Responsibilities

Reception Duties

• Welcome patients and visitors in a courteous and professional manner.
• Manage patient enquiries both face-to-face and over the telephone.
• Signpost patients to the most appropriate service, clinician or member of the team.
• Manage appointment requests and bookings using practice systems and procedures.
• Inform patients of practice processes and available services.
• Ensure reception areas remain tidy, organised and welcoming.
• Telephone and Digital Services
• Answer incoming calls promptly and professionally.
• Respond to patient enquiries and requests in accordance with practice policies.
• Process requests received through Anima, NHS Mail, EMIS and other approved communication systems.
• Accurately record messages and ensure appropriate follow-up action is taken.
• Escalate urgent matters to the appropriate clinician or manager.
• Administrative Duties
• Register new patients and complete relevant documentation.
• Update and maintain patient records, ensuring information is accurate and current.
• Scan, file and retrieve documents as required.
• Process incoming and outgoing correspondence promptly.
• Support clinical and non-clinical teams with administrative tasks.
• Prepare letters, documents and reports when requested.
• Undertake photocopying, scanning and document management duties.
• Assist with processing test results in accordance with practice procedures.
• Support monitoring of daily administrative tasks to ensure completion within required timescales.

Information Governance and Confidentiality

• Maintain strict confidentiality of patient and practice information at all times.
• Adhere to GDPR, NHS confidentiality requirements and practice policies.
• Ensure patient records are handled securely and accurately.
• Report any information governance concerns to management.
• Communication and Team Working
• Develop and maintain effective working relationships with colleagues and external agencies.
• Communicate clearly and sensitively with patients, carers and healthcare professionals.
• Participate in team meetings, training and development activities.
• Contribute positively to a supportive and collaborative working environment.

Quality and Safety

• Follow all practice policies, procedures and protocols.
• Maintain awareness of safeguarding, health and safety, infection control and equality and diversity requirements.
• Report incidents, risks or concerns through appropriate channels.
• Participate in service improvement initiatives where required.
• General Responsibilities
• Demonstrate flexibility to support the needs of the practice.
• Attend mandatory training and complete required updates.
• Maintain a professional appearance and conduct at all times.
• Undertake any other reasonable duties commensurate with the role and grade.
• Be prepared to work at either Pilning Surgery or Almondsbury Surgery as required by the needs of the service.

About us

Hanham Health is a large, forward-thinking GP practice serving communities across South Gloucestershire. We are committed to delivering high-quality patient care and continually embrace innovative ways of working to improve services for our patients.

We place great importance on the wellbeing and development of our staff and provide regular team meetings, one-to-one support, training opportunities and professional development.