Job Description

INTERVIEWS WILL BE HELD ON 27TH JANUARY 2026 AT TAFF VALE PRACTICE - closing date for the post is 20/1/26 but this may be sooner depending on demand. We would advise that you submit your application as soon as you can to avoid disappointment. thank you

This is a dual post where you will work as a face to face receptionist and a behind the scenes call hander. The post holder will receive, assist and through efficient and courteous care navigation direct patients in accessing the appropriate service or healthcare professional.

Provide general assistance to the practice team, undertake general administrative tasks and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Work as part of a reception team as well as the wider practice team ensuring that reception and consulting areas are maintained to a high standard ensuring.

Job responsibilities:

The post is a dual role that works across reception and call handler shifts. Many of the skills needed are transferrable between the two roles.

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments. Ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures an appropriate forms are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Enter requests for home visits following practice procedures, ensuring to carefully record all relevant details and referring to duty doctor where necessary. Following practice procedure assign prescription request to the relevant member of staff (prescribing clerk, duty doctor, practice pharmacist etc). Handing completed repeat prescriptions to patients checking name and address in line with practice procedures. Prepare lists and notes for all surgeries and clinics held as requested by senior receptionist. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Enter patient information on to the computer as required. Patient notes and correspondence: o Retrieve and re-file records as required, ensuring strict alphabetical order is adhered too Ensure correspondence, reports, results etc. are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen to Ensure records are kept in good repair, with all necessary information on the outside cover clearly visible. Send and receive Faxes Photocopying, scanning, sending out patient appointments for scheduled clinics ie Flu, Chronic disease. Monitor and undertake generic "reception" tasks as needed. This includes sending updates to patients regarding blood results, using Daybook to refer to services such as wound clinic, district nurses and midwives. Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room as per delegated responsibility. Clear and restock clinical rooms after surgery. Prepare rooms for next session by allocating rooms as per room plans and changing name plates accordingly.
Premises:

o Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

Ensure that all new patients are registered onto the computer system promptly and accurately checking GMS1 forms for completion and signatures as needed. Update electronic and paper records with change of names, addresses and telephone numbers as notified by patients. Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager. Participate in mandatory and other training courses/updates as deemed necessary to fulfil the responsibilities of the post. Attend practice meetings as needed. Participate in the practice staff appraisal and development scheme. Cancel / reschedule appointments Deal with house call requests To participate on the Staff Rota Work across the various practice sites as deemed necessary by the staff rota. Be fully flexible during peak holiday periods to support the rota and smooth running of the practice during core hours.
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 assist in promoting and maintaining their own and others' health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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, maintaining work areas in a tidy and safe way and free from hazards Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role Undertaking periodic infection control training (minimum annually) Reporting potential risks identified Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Annual CRP updates and any other mandatory training identified by the practice. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources
Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognise people's needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:

The post-holder will:

Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate

Essential Qualifications

Keyboard skills
Minimum 4 GCSE or equivalent to include English and Mathematics

Desirable Qualifications

Customer Service qualification
Concerns handling qualification

Essential Experience

Customer care/service experience
Dealing with members of the public

Desirable Experience

Previous work experience in a reception/telephonist role Previous practice/NHS reception work. Experience of working in National Health Service Administration experience

PERSONALITY

Essential Criteria

Ability to remain calm in a stressful situation Friendly
Willing to learn
Good communication skills
Ability to work as part of a team
Excellent punctuality & time keeping
Confident
Polite
Adaptable
Discreet
Trustworthy and able to maintain confidentiality
Ability to multitask
Ability to organize own workload

Desirable Criteria

Ability to work on own initiative
Empathetic

OTHER - Essential

Able to work between the hours of 8.00 am and 6.30 pm
Driving licence/own transport

Job Type: Part-time
Contract length: 36 months

Pay: 12.70 per hour

Expected hours: 27 per week

Benefits:

Company pension Free flu jabs Free parking Sick pay
Application question(s):

Business hours are 8.00am to 6.30pm, Monday to Friday. Are you able to work to 6.30pm? We rely on staff supporting the team during periods of sickness and leave and therefore need staff who can work flexibly. Will you be willing to provide cover at short notice? This post is extremely busy and can mean dealing with difficult situations in a calm and professional manner. Do you have experience dealing with difficult situations and do you feel you would be able to manage such a demanding role? Interviews will be held on 13th May 2024. Please provide availability on that day (should you be successful). We can't guarantee we will be able to provide the time you request but we will do our best to work as close to it as possible. Many thanks
Experience:

Receptionist/Call handler: 1 year (required)
Work Location: In person