Job Description

Post 1 - 8am until 4pm - Monday to Friday

Post 2 - 10am until 6pm - Monday to Friday

Requirement to under one 3 hour shift on either Saturday or Sunday morning once a month

To provide a high-quality, professional and welcoming front-of-house service for all patients and visitors. The post-holder will be responsible for delivering an excellent customer experience, coordinating patient engagement activities, and supporting the smooth running of the reception and waiting areas and as such is proactive in nature and acts with independence to support the wider practice team . They will also lead on health promotion campaigns, patient communications, and initiatives that strengthen patient participation and service improvement.

Key Responsibilities

Front Desk & Customer Service

Meet and greet all patients and visitors in a professional, friendly, courteous, and empathetic manner. Act as the first point of contact for general enquiries, signposting patients appropriately. Keep patients informed if clinics are running late and maintain clear communication throughout their visit. Ensure reception and waiting areas are tidy, welcoming, safe, and fully functioning. Troubleshoot minor issues in reception/waiting areas and escalate where appropriate. Handle initial patient complaints, concerns, and suggestions, ensuring these are recorded and passed to the relevant manager. Promote the NHS App to patients and act as an NHS App Ambassador, supporting patients with sign-up and troubleshooting. Ensure front desk is well stocked at all times with sample pots, relevant forms and other necessary items

Patient Engagement & Communications

Coordinate and deliver health promotion campaigns in line with NHS and practice priorities. Produce and distribute the patient newsletter, ensuring information is accurate, engaging, and accessible. Maintain and develop the Patient Participation Group (PPG) membership, supporting activities, communication, and recruitment. Keep the patient handbook up to date, ensuring information reflects current services and patient guidance. Actively source and disseminate community event information while adhering to NHS advertising guidelines. Maintain the practice patient noticeboards, screens and displays, ensuring messaging is current and aligned with practice priorities.

Quality, Monitoring & Reporting

Coordinate the Friends & Family Test, ensuring questionnaires are available, collected, analysed and reported monthly. Escalate date collection to Patient Services Manager Support service improvement work by gathering and presenting patient feedback. Monitor compliance with the Patient Charter, raising issues with the management team where necessary. Suggest improvements to patient flow, communication, and the overall patient experience. Check for and manage any unmet QOF requirements during patient contact at the front desk, ensuring timely completion and accurate records.

Administrative Duties

Assist with general administrative tasks to support the smooth running of the practice. Work as part of the wider reception and administrative team, team player providing cover and support when needed. Maintain confidentiality and adhere to data protection regulations at all times.

Key Skills & Attributes

Excellent communication and interpersonal skills. Professional, friendly, and patient-centred approach. Ability to remain calm under pressure in a busy environment. Strong organisational skills with ability to multitask and prioritise. Confident in providing information, guidance, and troubleshooting support. Commitment to delivering high-quality, accessible services. Ability to work both independently and as part of a team.

Experience & Qualifications (Desirable)

Experience working in a customer service or front-of-house role. Previous experience in a GP practice, NHS, or healthcare environment desirable Knowledge of NHS systems and the NHS App (training can be provided). Experience coordinating engagement activities, surveys, or communications.
Job Types: Full-time, Permanent

Pay: From 12.21 per hour

Expected hours: 37.5 per week

Benefits:

Company pension Cycle to work scheme Employee mentoring programme Health & wellbeing programme
Work Location: In person