Receptionist Call Handler

Key Responsibilities

• Patient Access and Customer Service
  • Act as the first point of contact for patients, relatives, carers, and healthcare professionals.
  • Handle telephone, face-to-face and electronic enquiries professionally and efficiently.
  • Book, amend and cancel appointments in accordance with practice procedures.
  • Support patients to access the most appropriate service through effective signposting.
  • Manage walk-in enquiries and maintain an organised waiting environment.
• Patient Administration
  • Complete new patient and temporary resident registrations.
  • Maintain accurate patient records and demographic information.
  • Process requests for medical summaries, letters, results, sick notes and vaccination-related services.
  • Manage eConsultations and other digital requests in accordance with practice processes.
  • Complete administrative workflows allocated by clinicians and colleagues.
• Prescriptions and Clinical Support
  • Process prescription requests accurately and efficiently.
  • Respond to prescription enquiries and liaise with pharmacies and clinicians.
  • Support clinicians with administrative tasks linked to patient care.
  • Act as a chaperone when trained and required.
• Communication and Correspondence
  • Manage generic email accounts and incoming practice correspondence.
  • Process ambulance reports, letters and electronic communications.
  • Print and distribute documentation as required.
  • Ensure all reception tasks are actioned within agreed timescales.
• Operational Responsibilities
  • Open and close reception and practice areas in accordance with procedures.
  • Process payments received in person and by telephone.
  • Manage incoming deliveries, post and internal correspondence.
  • Maintain stock levels of forms, leaflets and administrative supplies.
  • Monitor designated storage and sample areas where applicable.
  • Maintain a clean, professional and welcoming environment.
• Clinics and Service Support
  • Support seasonal vaccination programmes including Flu and COVID clinics.
  • Provide support for Saturday and extended access clinics where required.
  • Assist with patient recalls, invitations and clinic administration.
• Team Working
  • Work collaboratively with colleagues to ensure continuity of service.
  • Respond flexibly to changing workloads and operational pressures.
  • Contribute positively to team objectives and service improvements.

• Excellent communication, customer service, attention to detail, organisation, digital literacy, professionalism, confidentiality, and problem-solving skills.

• Patient focused, respectful, inclusive, accountable, reliable, professional and committed to continuous improvement.

• Maintain confidentiality at all times and comply with data protection legislation, information governance standards and practice policies.

• Support a safe environment for patients, visitors and colleagues and comply with safeguarding, infection prevention and health and safety procedures.

• Participate in mandatory training, appraisal and ongoing professional development activities.

• This job description is not exhaustive and may be amended to reflect changing service needs.
• The post holder may be required to undertake other duties consistent with the role.