Job Description

To act as first point of contact for all patients, visitors and personal callers to the practice and to act in a friendly and welcoming manner

Answer the telephone and transfer calls using telephone system

To assign requests from our new Online Booking System to the Clinicians

Take telephone messages where necessary and pass on accurately

Answer general email enquires that come to the generic email address

To attend staff meetings

To respond to patient requests as required through the phone / online / email

To ensure the reception area is kept clean and tidy: making sure that the patient information leaflets & posters are current

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

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

Work both independently and within the practice team to promote patient-orientated delivery of health care services.

Support and assist General Practitioners/Nurses in the performance of their roles.

Organise daily workload to affect smooth running of appointment system and practice diary.

Maintain well-ordered manual and electronic patient medical records.

Communicate with relevant NHS organisations and stakeholders to ensure effective patient care outcomes.

Participate in and contributes to practice teamwork/meetings towards achieving a cohesive approach in line with team objectives and philosophy.

To deal with other general reception duties as required

Job Responsibilities:

Reception

Handing EPS (Electronic ) prescriptions and checking names and address. Be able to cover all reception position as & when necessary. Keep waiting patients informed of delays in the appointment system. Handle in-person/telephone patients requests for results and book appointment with nurse to discuss results or informs them of abnormalities ONLY in accordance with policy Booking Hub (Out of Hours) appointment Fax and photocopy as requested & use of Outlook mail to send medical summaries to Hospital / District Nurses etc . Receive deliveries into the practice and processes relevant accompanying paperwork. Observe security requirements. Report all accidents/untoward incidents promptly to the practice manager. Liaise with the manager to identify problems relating to patient dissatisfaction. Participate in performance review program. Undertake continuing education to keep abreast of current health trends/initiatives. Have knowledge of out-of-hours service.

Appointments

Schedule and creating patient appointments according to medical or nursing need. Process appointment requests for today future appointments from patients by telephone and in person. Deal with visits requests. Orientates visitors to the practice. Liaise with hospitals and outside agencies.

Computer

Registrations of new patients - computer data entry and medical records. Process patients change of address - computer data and medical records Process repeat prescription request in accordance with practice guidelines.

Other Tasks

Clear rooms after surgeries. Ensure building security - have thorough knowledge of doors/windows/alarm. Any other tasks allocated by partners/managers.

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 , 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, to 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. Ensuring online training is up to date & updated annually Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified. Arrive 10 minutes before session time to settle on & log on Punctuality is paramount in this position At times Doctors may wish for items of work to be completed before leaving which entails at times leaving after your contracted hours.

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 recognizes 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 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. 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 recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members. Communicate effectively with patients and carers. Recognize people's needs for alternative methods of communication and respond accordingly.

Qualifications

Strong computer skills, including proficiency in Microsoft Office and Google Suite Previous administrative experience with a focus on clerical tasks Excellent phone etiquette and communication skills Proven organisational skills and ability to manage multiple tasks Typing proficiency and data entry experience Familiarity with QuickBooks and general office operations
Job Types: Part-time, Permanent

Pay: 12.21-12.24 per hour

Expected hours: 25 per week

Benefits:

Company pension Free flu jabs Free parking
Schedule:

Day shift Flexitime Monday to Friday No weekends
Ability to commute/relocate:

Birmingham: reliably commute or plan to relocate before starting work (preferred)
Education:

GCSE or equivalent (preferred)
Experience:

GP surgery: 1 year (preferred) Administrative: 1 year (preferred)
Language:

English (preferred)
Licence/Certification:

Driving Licence (preferred)
Work Location: In person

Application deadline: 26/05/2025