Receptionist, Administrative​/Clerical

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team.

Duties can include but are not limited to greeting and directing patients, effectively using the appointment system, booking appointments, processing information and assisting patients as required.

To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

• Offer general assistance to the practice team and project a positive, professional and friendly image to patients and other visitors, either in person or via the telephone.
• Using Care Navigation, receive, assist and direct patients/visitors in accessing the appropriate service or healthcare professional in a courteous and effective way.
• Maintain and monitor the practice appointment system.
• Process telephone and e‑requests for appointments.
• Answer incoming phone calls, transfer calls or deal with callers’ requests appropriately.
• Initiate contact with and respond to requests from patients, team members and external agencies.
• Advising patients of relevant charges for private (non‑GMS) services, accept payment and issue receipts.
• Photocopy documentation as required.
• Action incoming/outgoing faxes when necessary.
• Action emails as directed.
• Process and distribute incoming and outgoing mail and hospital letters (paper and electronic).
• Data entry of new and temporary registrations and relevant patient information.
• Input data into the patient’s healthcare records as necessary.
• Filing and retrieving paperwork.
• Computer data entry, data allocation and collation; process and record information in accordance with practice protocols.
• Scanning of patient‑related documentation and attaching scanned documents to the patient’s healthcare records.
• Process patient prescriptions as directed.
• Support the practice administrator with requests for information (e.g., SARs, insurance/solicitors letters, DVLA forms, booking of private medicals).
• Summarise/read coding of patient medical records.
• Manage all queries, take messages as necessary and pass information on in an efficient and timely manner.
• Maintain a clean, tidy, effective working area at all times.
• Monitor and maintain the reception area and notice boards ensuring they are clean, tidy and free from obstruction.
• Support all clinical staff with general tasks as requested; additionally provide cover during staff absences.
• Open and lock the practice premises, maintaining security in accordance with practice protocols.