Job Description

Greet and assist patients and visitors in a friendly, professional manner both in person and via telephone. Book and amend appointments using the clinical system, including routine care, urgent needs, and medication reviews. Answer incoming calls promptly and courteously, manage queries, relay messages, and initiate outgoing calls as needed. Provide patients with support for online services (e.g.



registration, troubleshooting online access). Maintain confidentiality and a patient-centred approach at all times Correspondence & Coding Read, scan, and process all incoming mail and clinical correspondence using the clinical system. Code information accurately into patient records using Read codes and protocols. Forward clinical correspondence to the appropriate team members or GPs for action.



Administrative Support Maintain secure and organised paper and electronic filing systems. Use system templates effectively for documentation and data entry. Provide general administrative support to the practice team and cover for colleagues during absence or annual leave. Record and update patient data from clinical notes, hospital letters, and other sources.



Dispatch outgoing mail and maintain pending/follow-up task systems. Assist with compiling and updating chronic disease registers. Data Management & Quality Support clinical audits, data extraction, and reporting (e.g. QOF, Enhanced Services).



Help ensure data accuracy and compliance with clinical governance standards. Other Duties Ensure practice security procedures are followed, including building security at both sites. Carry out any other duties as required by GPs, Management Team and Clinical team within scope of the role. Confidentiality All practice staff must respect the confidentiality of patient and practice information.



Breaches of confidentiality may result in disciplinary action and possible dismissal. Information should only be shared with authorised personnel and always in accordance with practice and NHS guidelines. Health & Safety Comply with health and safety policies and procedures. Maintain a clean and safe work environment.



Report potential hazards or risks to the relevant person. Equality, Diversity & Inclusion Support the rights and dignity of all patients, carers, and colleagues. Promote equality and behave in a non-discriminatory and inclusive manner at all times. Personal and Professional Development Participate in annual appraisals and ongoing personal development.



Attend mandatory and role-specific training sessions. Take responsibility for maintaining knowledge and skills relevant to the role. Quality and Teamwork Contribute to continuous improvement and uphold the quality standards of the practice. Reflect on individual and team performance to enhance effectiveness.



Work collaboratively with team members and external agencies to meet patient needs. Communication Ensure effective communication with patients, colleagues, and external organisations. Recognise the need for alternative communication methods where appropriate (e.g. language support, visual aids).



Promote open, honest, and respectful communication within the team. Contribution to Practice Development Apply practice policies, protocols, and guidance consistently. Participate in service development and audits where appropriate. Support the implementation of changes to improve services or patient experience.