We are looking for an enthusiastic, reliable, and compassionate Receptionist/Administrator to join our busy GP practice team. As one of the first points of contact for patients, both face-to-face and over the phone, you will play a vital role in creating a positive experience for everyone who engages with the practice.
The ideal candidate will have excellent communication and organisational skills, with a friendly and approachable manner. You should be comfortable working in a fast-paced environment, able to multitask effectively, and remain calm and professional under pressure. A key part of the role involves handling sensitive and confidential information, so attention to detail and a high level of discretion are essential.
You will work closely with the clinical and administrative teams to ensure the smooth day-to-day running of the practice. A positive, team-oriented attitude and a willingness to learn are important.
Essential criteria for the Receptionist/Administrator role
:
Experience of working in a customer facing administrative role within last 3 years and able to demonstrate excellent customer service skills
5 A-C GCSE grades or equivalent
High level of IT skills, able to navigate digital services and encourage/help patients to do the same
Able to work the hours specified plus additional hours to cover absent team members on occasions
Open, professional and friendly communication style
Strict confidentiality
Ability to multi-task in a busy environment
Flexibility and able to adapt to meet the needs of the practice
Job overview:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person, via the telephone or online.
Primary Responsibilities
a. Process relevant incoming online consultation request from patients. This includes verifying patients, assigning to the appropriate person or group, and filtering out admin requests.
b. Answer incoming phone calls promptly, within a maximum of 3 rings where possible, ensuring that all conversations and other non-urgent tasks are politely interrupted to pick up the call. Transferring calls or dealing with the callers request appropriately.
c. Signpost patients to the correct service if appropriate.
d. Initiating contact with and responding to, requests from patients, team members and external agencies
e. Process mail (both internal and external) and manage electronic document workflow.
f. File and store records as required.
g. Data entry of permanent and temporary registrations and relevant patient information as required.
h. Action GP2GP tasks
i. Input data into the patient's healthcare records as necessary.
j. Scanning of patient related documentation and attaching scanned documents to patient's healthcare records
k. Manage all queries (including administrative queries) efficiently and professionally maintaining high standards of customer service.
l. Support all clinical staff with general tasks as requested.
m. Complete opening and closing procedures in accordance with the duty rota.
n. Maintain a clean, tidy, effective working area at all times.
Secondary Responsibilities
a. Provide cover during staff absences as requested by Team Lead
b. Partake in audit as directed by the audit lead.
c. Record the minutes of meetings if required.
d. Undertake any other additional duties appropriate to the post as requested by the Partners or Managers.