Receptionist

You will demonstrate a positive, flexible and patient-focused approach while maintaining confidentiality at all times. You will work collaboratively with colleagues and undertake any reasonable duties appropriate to the role to support the delivery of safe and effective healthcare services.

Job Purpose To provide an efficient, professional and friendly reception and administrative service to patients, visitors and staff. The post holder will act as a first point of contact for the practice, ensuring that patients receive a high standard of customer service and support.

The role requires confidentiality, accuracy, effective communication skills and the ability to work within a busy primary care environment. Key Responsibilities Reception Duties Welcome patients and visitors in a courteous and professional manner.

Manage patient enquiries both face-to-face and over the telephone. Signpost patients to the most appropriate service, clinician or member of the team.

Manage appointment requests and bookings using practice systems and procedures. Inform patients of practice processes and available services.

Ensure reception areas remain tidy, organised and welcoming. Telephone and Digital Services Answer incoming calls promptly and professionally.

Respond to patient enquiries and requests in accordance with practice policies. Process requests received through Anima, NHS Mail, EMIS and other approved communication systems.

Accurately record messages and ensure appropriate follow-up action is taken. Escalate urgent matters to the appropriate clinician or manager.

Administrative Duties Register new patients and complete relevant documentation. Update and maintain patient records, ensuring information is accurate and current.

Scan, file and retrieve documents as required. Process incoming and outgoing correspondence promptly.

Support clinical and non-clinical teams with administrative tasks. Prepare letters, documents and reports when requested.

Undertake photocopying, scanning and document management duties. Assist with processing test results in accordance with practice procedures.

Support monitoring of daily administrative tasks to ensure completion within required timescales. Information Governance and Confidentiality Maintain strict confidentiality of patient and practice information at all times.

Adhere to GDPR, NHS confidentiality requirements and practice policies. Ensure patient records are handled securely and accurately.

Report any information governance concerns to management. Communication and Team Working Develop and maintain effective working relationships with colleagues and external agencies.

Communicate clearly and sensitively with patients, carers and healthcare professionals. Participate in team meetings, training and development activities.

Contribute positively to a supportive and collaborative working environment. Quality and Safety Follow all practice policies, procedures and protocols.

Maintain awareness of safeguarding, health and safety, infection control and equality and diversity requirements. Report incidents, risks or concerns through appropriate channels.

Participate in service improvement initiatives where required. General Responsibilities Demonstrate flexibility to support the needs of the practice.

Attend mandatory training and complete required updates. Maintain a professional appearance and conduct at all times.

Undertake any other reasonable duties commensurate with the role and grade. Be prepared to work at either Pilning Surgery or Almondsbury Surgery as required by the needs of the service.