Receptionist

Job description

Job responsibilities

Job Description

Job title: Receptionist/Administrator Location: Purbeck Health Centre, Milton Keynes Hours: Working pattern to be agreed Reports to: Reception Lead/Practice Manager

Job Purpose

The Receptionist/Administrator will be one of the first points of contact for patients and visitors. The postholder will provide a professional and welcoming reception service, manage telephone calls and patient enquiries, and complete a range of computer-based administrative duties.

The role is essential to supporting the smooth day-to-day running of the practice and ensuring patients receive a helpful, efficient and respectful service.

Main Duties and ResponsibilitiesReception and Front Desk

• Welcome patients and visitors in a friendly, caring and professional manner.

• Check patients in for appointments and assist with general enquiries.

• Support the smooth flow of patients through the practice.

• Communicate with clinicians and other team members when required.

• Keep the reception area calm, tidy and organised.

• Respect patients privacy and maintain confidentiality at all times.

Telephone Calls and Patient Enquiries

• Answer incoming telephone calls promptly and courteously.

• Book, amend and cancel appointments accurately using SystmOne.

• Respond to general enquiries and direct patients to the appropriate service or member of staff.

• Follow practice procedures when receiving urgent or emergency calls and escalate concerns immediately where required.

• Take clear and accurate messages and pass them to the appropriate clinician or administrator promptly.

• Communicate sensitively with patients who may be worried, distressed or frustrated.

Administrative and Computer-Based Duties

• Update patient contact details, appointment information and records accurately.

• Process online appointment requests, messages and administrative queries.

• Maintain accurate patient records, tasks and worklists on SystmOne.

• Monitor emails, call queues and other practice communication systems.

• Support the smooth running of the days appointments and reception services.

• Complete general administrative duties, including printing letters, preparing lists and entering data.

• Follow practice procedures for filing, communication and information sharing.

Teamwork and Communication

• Work closely with reception colleagues to maintain appropriate cover for the front desk and telephone lines.

• Communicate clearly and professionally with clinicians, administrators and management.

• Provide additional cover during colleagues annual leave or sickness where required.

• Attend team meetings, training sessions and practice updates.

• Contribute ideas that could improve patient services or working processes.

• Promote a positive, respectful and supportive working environment.

Professional Conduct and Compliance

• Follow all practice policies and procedures, including those relating to confidentiality, safeguarding, information governance and data protection.

• Maintain a professional, respectful and positive approach.

• Report incidents, risks or concerns promptly to the Reception Lead or Practice Manager.

• Complete all required mandatory training.

• Keep knowledge of practice systems, policies and procedures up to date.

• Work within the responsibilities and boundaries of the role.

Skills and AttributesEssential

• Excellent communication and telephone skills.

• A friendly, polite and approachable manner.

• Confidence using computers and learning new systems.

• Good organisational skills and the ability to manage competing priorities.

• Ability to remain calm and professional in a busy environment.

• Strong attention to detail and accuracy.

• A reliable, flexible and supportive approach to teamwork.

• Understanding of the importance of patient confidentiality.

• Commitment to providing a high standard of patient service.

Desirable

• Previous experience in a GP practice, healthcare setting or customer-facing role.

• Experience using SystmOne or another clinical record system.

Equality, Diversity and Inclusion

The postholder must promote equality, diversity and inclusion and treat all patients, visitors and colleagues with dignity, fairness and respect.

Health and Safety

The postholder must take reasonable care of their own health and safety and that of others who may be affected by their work. Any hazards, incidents or concerns must be reported promptly in accordance with practice procedures.

Confidentiality and Data Protection

All patient, staff and practice information must be treated as confidential. The postholder must follow UK GDPR, data protection requirements, NHS information governance standards and practice policies.

General Responsibilities

The postholder will be expected to:

• Uphold the values and reputation of Purbeck Health Centre.

• Follow all practice policies, procedures and applicable NHS requirements.

• Take responsibility for their own learning, training and professional development.

• Contribute to a positive, supportive and inclusive workplace.

• Carry out other reasonable duties appropriate to the role.

This job description provides an overview of the role and is not exhaustive. Duties may change as the needs of the practice develop, following appropriate discussion with the postholder and their line manager.

Person Specification

knowledge and skills

• Friendly, approachable, and professional manner.
• Excellent communication skills, both written and verbal.
• Calm, patient, and respectful when dealing with people who may be upset or anxious.
• Able to work well under pressure and manage competing priorities.
• Reliable, flexible, and able to work as part of a team.
• Strong attention to detail and accuracy.
• Able to maintain confidentiality and professionalism at all times.
• Willingness to learn and adapt to new systems or procedures.
• Good time management and organisational skills.

• Understanding of patient confidentiality, safeguarding, and data protection.
• Positive attitude and commitment to providing a high standard of patient service.
• Awareness of equality, diversity, and inclusion within a healthcare setting.

Qualifications

• Good general standard of education (GCSE level or equivalent in English and Maths).
• Confident using computers and able to learn new software systems.
• Willingness to complete in-house and external training relevant to the role (e.g. SystmOne, safeguarding, data protection, customer service).

• Customer service or administration qualification (e.g. NVQ Level 2 or 3, or equivalent).
• Training or experience in a healthcare, call handling, or reception environment.
• Evidence of continuing personal development.

Experience

• Previous experience working in a receptionist, customer service, or administrative role.
• Experience dealing with the public, both face-to-face and over the telephone.
• Experience using computers and managing multiple tasks at once.

• Experience working in a GP surgery, NHS, or other healthcare setting.
• Experience using SystmOne or similar clinical systems.
• Experience working as part of a busy front-line or call-handling team.

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

Purbeck Health Centre

Address

Stantonbury

Milton Keynes

Bucks

MK14 6BL

United Kingdom

Employer's website

https://purbeckhealthcentre.co.uk/