Receptionist​/Administrator

Patient reception and communication Welcome patients and respond to enquiries in person and by telephone with kindness, patience and professionalism. Listen carefully, explain practice processes clearly and direct patients to the appropriate person or service. Remain calm during difficult conversations, help resolve concerns and seek support when needed. Take accurate messages and pass information promptly to the relevant team member. Communicate effectively with patients, carers, colleagues and external services.

Book and manage appointments in line with practice procedures. Receive and pass on home visit requests appropriately. Process repeat prescription requests in accordance with practice guidelines.

Register new patients and update changes to personal details accurately. Maintain patient records using EMIS Web. Process clinical documents through Docman and EMIS in line with training and written protocols. File correspondence and support recalls for medical reviews. Monitor and action incoming emails, referring queries appropriately. Complete general administrative tasks, including photocopying and emailing. Organise and prioritise allocated work, completing tasks accurately and within required timescales.

Work flexibly across reception and administration, adapting to changing priorities. Support colleagues and provide agreed cover for staff absence and annual leave. Follow opening, closing and building security procedures. Keep work areas tidy, safe and organised. Undertake other reasonable duties appropriate to the role.

Maintain patient, staff and practice confidentiality at all times. Follow practice policies, written protocols and information governance requirements. Uphold equality, dignity and respect in all interactions. Follow health and safety, infection prevention and safeguarding procedures, reporting concerns promptly. Complete required training and participate in appraisals. Take responsibility for learning practice processes, acting on feedback and maintaining agreed standards. Contribute suggestions and participate in service improvements, practice meetings or audits when required.