The post-holder is a Receptionist.(2 Posts available) shift patterns 07:45am - 13:45pm and 12:30pm - 18.30pm
We are looking for a Receptionist/Administrator to join our friendly and supportive team at Eastview Surgery. This is an important front-line role where you will help patients access the right care while supporting the smooth day-to-day running of the practice.
We are looking for someone who is Friendly, approachable and professional Reliable, organised and able to manage competing priorities Confident communicating with patients and colleagues Comfortable using computers and learning new systems Able to work independently and as part of a team Committed to providing excellent patient service
You will have experience using EMIS Web.
Main Duties and Responsibilities
- Answering telephone calls and responding to patient enquiries
- Welcoming patients at the reception desk
- Booking and managing appointments
- Completing a variety of administrative tasks
- Working closely with our clinical and administrative teams
- Handling confidential information professionally
The role is busy and varied, so you will need excellent communication and organisational skills, good attention to detail, and the ability to remain calm under pressure. 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.
Reception 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 EMIS.
- 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 escalates 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 EMIS Web.
- 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 Attributes Essential
- 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 EMIS Web 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
- Uphold the values and reputation of Eastview Surgery.
- 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.
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