Job Description

Interviews will take place week commencing 25 August 2025

26.25 hours per week:

Week 1:
Monday: 0800 - 1300
Tuesday: 1300 - 1830
Wednesday: 0800 - 1300
Thursday: 1300 - 1830
Friday: 0800 - 1300

Week Two
Monday: 1300 - 1830
Tuesday: 0800 - 1300
Wednesday: 1300 - 1830
Thursday: 0800 - 1300
Friday: 1300 - 1830

Role Purpose

Working as part of a team to support the work of doctors and clinicians, the post-holder is:

Responsible for receiving, assisting and directing patients in accessing appropriate services or healthcare in a professional, courteous, efficient and effective manner; Responsible to the Reception Manager for the management and operation of the assigned Reception or Sub Reception area at any of the Practice's sites, i.e. Sage Cross, Suite 8 and/or Asfordby; An important point of contact for patients and is as a focal point of communication between patients, doctors and other medical staff.

Role Responsibilities

In proactively managing an allocated Reception Desk and Suite the post-holder's role will include:

Reception Desk Management

Meeting and greeting patients in a calm and professional manner and directing patients to the appropriate Waiting Areas. Booking and rescheduling appointments and informing patients of booked, cancelled or rescheduled appointments. Liaising with doctors and/or clinicians prior to booking patients' appointments and telephone calls. Actively manage doctors' phone lists to reduce the impact of unnecessary burdens. Receiving, making and diverting telephone calls and taking messages. Dealing with queries, problems, complaints and registering new patients in accordance with the Practice's protocols, policies and procedures. Dealing with and responding to requests from doctors and clinicians. Co-ordinating administrative procedures, supporting medical examinations and, when required, be a chaperone. Dealing confidentially, efficiently and politely with enquiries arising from patients, or from other health professionals in respect of patients, both in person and on the telephone, and in particular enquiries regarding test results. Meeting the needs of patients and clinicians. Managing and checking patients' urine specimen, height, weight and visual acuity and entering the results on the computer. Issuing forms and taking payments when applicable. Preparing, checking and tidying consultation rooms, treatment rooms and reception areas- including noticeboards and patient information leaflets; ensuring that consultation rooms are equipped and stocked ready for doctors and clinicians to receive patients. Ensuring the efficiency of appointment system and monitoring flow of patients into consulting and treatment rooms. Ensuring that patients without appointments - but who need 'urgent consultation', are when possible, seen in a logical and non-disruptive manner. Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover. Advising patients of the relevant charges for 'non-paid for services', taking payment and issuing receipts. Recording home visits on clinical system including all relevant information and where necessary refer to the Duty Doctor. Ensuring that requests for prescriptions are actioned in accordance with the Practice's policies and procedures. Actioning and recording requests for other services including ambulance transportation and interpreters.
Management of Appointment System

Ensuring total familiarity with the appointment system including regular and incidental variations. Booking appointments, single point of access requests and recalls; and ensuring sufficient information is recorded to retrieve medical records. Monitoring the effectiveness of the system and report any problems or variations required.
Administration Duties

Updating the computer with relevant information. Updating the self-check in system when required Checking & actioning cancellation line messages Updating White Boards on a daily basis. Filing / checking notes / pulling notes when required. Sorting post, scanning and attaching documents to patient records. At the end of the evening surgery: Checking and locking rooms, Securing the building at the end of the day, Ensuring the car park is empty and locking gates, Refilling doctors / nurses / examination rooms Personal & Continued Professional DevelopmentIn addition to attending meetings, the post-holder will undertake, achieve and maintain the mandatory level of informal and formal training required to meet the Practice's expectations in terms of service standards, patient care, quality and performance. Additionally, the post-holder is expected to: Participate in training and supporting other Practice employees or service providers; Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. In support of the post-holder's continued personal and professional development, the post-holder will: Participate in an annual Performance Appraisal to review the individual's performance against agreed targets; Take responsibility for maintaining and updating their own personal and/or professional development, learning, performance and skills to support colleagues, patients, raise standards of quality and care, and improve the performance of the Practice; In conjunction with their Line Manager, ensure that their performance is discussed and aligned to Practice's expectations and objectives.Computers & Information Technology
In accordance with the Practice's protocols, policies and procedures, the post-holder will:

Manage and maintain patients' electronic records in a timely and accurate manner; Maintain patients confidentiality at all times; Comply with all information management and information technology protocols and systems; Access and update the Practice's Intranet.
Policy & Procedures

The post-holder will acquire and maintain an acceptable level of knowledge and understanding of the Practices protocols, policies and procedures. Having acquired the required level of knowledge and understanding of the Practices protocols, policies and procedures; the post-holder is required to support, promote and adhere to all of the Practice's policies.
Confidentiality
In the performance of the duties outlined in this , 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 and managed as strictly confidential. Additionally, the post-holder will be respectful and courteous to colleagues and patients, for example knocking on doors prior to entry.

Health & Safety
In addition to being a Fire Marshal/Fire Warden, the post-holder will promote and maintain the health, safety and security of self and others by:

Using personal security systems within the workplace according to practice guidelines; Identifying and report risks and potential risks involved in work activities and manage such risks in accordance with agreed procedures; Maintaining a level of knowledge, understanding and skills to meet the Practice's expectations; Adhering to the Practice's fire safety and infection control policies and procedures; Maintaining work areas, so that work areas are tidy, safe and free from hazards and infection.
Equality & Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, by:

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation; Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues; Behaving in a manner which is welcoming, is non-judgmental and respects the circumstances, feelings priorities and rights of others.
Quality
The post-holder is required to adhere to agreed, required and registered standards of quality within the Practice, and will:

Alert other team members to issues of quality and risk; Assess their own performance and take accountability for their own actions, either directly or under supervision; Contribute to the effectiveness of the Practice by reflecting on their own and their team's activities/performance and making suggestions to improve and enhance the team's and Practice's performance; Work effectively with individuals in other agencies to meet patients' needs; Effectively manage their time, workloads and resources to meet the standards expected by the Line Manager and Practice.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with patients and carers, team members, clinical and non-clinical staff, partners and representatives of external organisations; Recognise and accommodate people's needs for alternative methods of communication.
Implementation & Development of the Practice's Services, Protocols, Policies & Procedures
Working as part of a team, the post-holder will:

Implement and uphold the Practice protocols, policies, standards; Adhere to recognised local and national guidance and good practise; Contribute to the further development of protocols, policies and agreed standards; Participate in and contribute to audits.
Other
The post-holder will be expected and required to undertake and complete any other duties as deemed relevant to position and the business needs of the Practice. This job description will be subject to periodic review and amendment in consultation with the post holder.

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Expected hours: 26.25 per week

Benefits:

Company pension
Schedule:

Day shift Monday to Friday
Work Location: In person

Application deadline: 11/08/2025
Reference ID: PSRA-08-2025