Job Description

Key Responsibilities and DutiesReception and Front Desk Provide a welcoming and professional reception service for patients and visitors. Deal with incoming telephone calls promptly and efficiently. Manage appointment bookings, cancellations, and queries using the EMIS Web system (training provided). Respond to patient queries and requests, signposting to appropriate services where necessary.



Ensure that patients are navigated effectively to the correct clinician or external service. Handle patient complaints or concerns courteously and refer to senior staff as appropriate. Administration and Record Management Register new patients and update existing patient records accurately. Process repeat prescription requests following practice protocols.



Open, scan, code, and distribute clinical correspondence accurately and in a timely manner. Support the achievement of QOF, IIF, and other contractual or quality targets through accurate data entry and administrative support. Maintain and manage recall systems, ensuring timely follow-up of patient reviews and investigations. Assist with the management of practice email accounts, referrals, and other administrative inboxes.



Teamwork and Communication Work collaboratively with all members of the practice team to ensure effective patient service delivery. Communicate effectively with patients, colleagues, and external agencies in a professional and confidential manner. Attend team meetings, training sessions, and appraisals as required. Contribute to the continuous improvement of reception and administrative processes.



Confidentiality and Information Governance Maintain strict confidentiality of all patient and practice information at all times. Adhere to data protection and information governance policies and procedures. Handle all information securely and in accordance with GDPR requirements. Health and Safety Comply with practice health and safety policies and report any potential risks or incidents.



Assist in maintaining a clean, safe, and tidy reception and waiting area. Follow infection prevention and control guidelines. Training and Development Participate in mandatory and role-specific training as required. Undertake ongoing professional development and contribute to annual appraisal and review processes.



Other Responsibilities Provide cover for colleagues during periods of absence or peak workload. Undertake any additional duties as reasonably requested by the Practice Manager or Partners to meet the needs of the service.