Receptionist, Healthcare

We are looking for an enthusiastic and competent Receptionist to help support the team that are the first point of contact for many of our patients. You should possess a 'can do' attitude as no two calls are the same and the team often work under pressure.

Previous receptionist experience in a NHS setting would be a real advantage but we are happy to train the right individual

Key Responsibilities

• Patient Interaction:Greeting patients in person, on the phone, and via email;handling general queries;directing patients to the right professional (care navigation).
• Appointment Management:Booking, changing, and cancelling appointments and home visits.
• Administrative Tasks:Processing prescriptions, scanning andworkflowingdocuments, managing patient records, data entry, and general filing.
• Clinical Support:Passing on messages, giving out results (with training), and handling urgent calls promptly.
• Prescriptions: Prepare all repeat and current script requests for patients including online access requests for repeat scripts following practice policy
• Practice Operations:Maintaining a clean reception area, monitoring supplies, and ensuring health & safety.
• Confidentiality:Protecting sensitive patient information (GDPR/Data Protection).
• Excellent communication and interpersonal skills.
• Politeness, efficiency, and empathy.
• Ability to multitask and stay calm under pressure.
• Strong organizational and record-keeping skills.
• Proficiency with IT systems (e.g., Systm One, Accurx Triage, Anima workflow) Training will be provided.
• Teamwork and discretion.

Role Variations

• Care Navigator:May involve more advanced signposting and triage to help patients access the most appropriate services.

Abington Park Surgery is based on the edge of Northampton town centre and has just under 13,000 patients registered with us. We are a busy practice with 5 GP Partners, 1 Salaried GPs and we are also a training site for medical students and Registrars. We have a strong nursing team of 5 nurses, a Phlebotomist and a HCA along with additional roles such as Clinical Pharmacists, Paramedics, Social Prescribers, Nursing Associates and Health and Wellbeing coaches.

JOB DESCRIPTION

HOURS: up to 37.5 hours per week

Job Summary
:

This post provides administrative and reception support within the practice. The post holder will ensure administrative tasks are carried out both in relation to reception duties and the registration/deduction of patient details. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Duties and Responsibilities
:

Duties and responsibilities may be varied from time to time under the direction of the Team Leader, dependent on current and evolving Practice workload and staffing levels:

Reception

• Welcome patients and visitors to the surgery and treat them all with courtesy and respect regardless of sex, age, origin and capability.
• Answer the telephones as a priority according to the practice protocol.
• Deal with any problems in a courteous and respectful manner
• Use the computerised appointments system according to the practice protocols to ensure that all patients have the appropriate access to clinicians.
• Ensure that patients who need urgent care are accommodated according to practice protocols.
• Respond to all queries and requests from patients and visitors to the surgery.
• Process tasks from Clinicians and administrative colleagues
• Be patient oriented and happy to support Patient Participation Group

Confidentiality
:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety
:

The post-holder will promote and maintain their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures,…