Receptionist

The successful applicant will be responsible for a range of reception and administrative duties, including: Welcoming and assisting patients in person and by telephone. Booking, cancelling and amending appointments in line with practice procedures.

Dealing with patient enquiries promptly, professionally and sensitively. Processing administrative requests.

Signposting patients to appropriate services and sources of support. Liaising with GPs, nurses, administrative staff and other members of the wider healthcare team.

Maintaining accurate and confidential patient records. Supporting the practice with general administrative duties as required.

Working flexibly across our different practice sites. Job Purpose To provide a professional, efficient and welcoming reception service to patients, carers and visitors attending Pelham Medical Practice.

The post holder will act as an important first point of contact for patients and will support the clinical and administrative teams in the delivery of a high-quality primary care service. The post holder will be required to work flexibly across the practice sites and demonstrate a commitment to providing excellent patient care and customer service at all times.

Key Responsibilities and Duties Reception and Patient Services Provide a friendly, professional and welcoming reception service to all patients and visitors. Receive and respond to telephone calls, enquiries and requests in a polite, helpful and sensitive manner.

Book, cancel and amend patient appointments in accordance with practice procedures. Ensure patients are directed or signposted to the most appropriate service or member of the practice team.

Assist patients with general queries and provide information within the limits of the role. Deal sensitively and appropriately with patients who may be distressed, anxious or upset.

Maintain a professional and respectful approach when dealing with challenging or difficult situations. Administrative Duties Process administrative requests, including prescription requests and other patient correspondence, in accordance with practice procedures.

Maintain accurate and up-to-date patient information and records. Scan, process and appropriately distribute incoming correspondence and clinical information.

Complete routine administrative tasks to support the smooth running of the practice. Liaise effectively with GPs, nurses, healthcare professionals and administrative colleagues.

Follow practice protocols and procedures at all times. Team Working Work effectively as part of the wider practice team and contribute to a positive and supportive working environment.

Communicate clearly and professionally with colleagues across all practice sites. Be flexible and willing to undertake duties appropriate to the role as required.

Work across different practice locations according to service requirements. Support colleagues during periods of increased workload, staff absence or service pressures.

Confidentiality and Information Governance Maintain strict patient confidentiality at all times in accordance with practice policies, NHS requirements and data protection legislation. Ensure that information is handled securely and appropriately.

Adhere to all practice policies and procedures relating to confidentiality, information governance and safeguarding. Health, Safety and Quality Comply with practice health and safety policies and procedures.

Report any concerns, incidents or risks to the appropriate member of staff. Participate in practice training, meetings and development activities as required.

Maintain awareness of and comply with practice policies, including safeguarding, infection prevention and control, equality and diversity, and health and safety. Contribute to the continuous improvement of services and patient experience.

General The post holder will be expected to undertake other duties commensurate with the grade and nature of the role as reasonably requested by the Practice Manager or senior member of the practice team. The duties and responsibilities outlined above are not exhaustive and may be reviewed periodically in line with the changing needs of the practice.

The post holder is expected to demonstrate the values of Pelham Medical Practice through a commitment to patient-centred care, professionalism, confidentiality, teamwork and respect.